Healthy Paws Pet Insurance
Reviews and Complaints

I have been a customer of Healthy Paws Pet Insurance since 2013 with policies on my 2 dogs. Over the years the premiums have steadily increased. The time they take to process claims over the years has been sporadic. Going from a few days to over 3 weeks. Most of the claims that are less than $100 get processed fairly quickly. However, some times the claims for larger amounts over a few hundred dollars seem to take more time. They send messages that they are in Process and will be completed in 7 to 10 business days. Not so. I am now in the process of trying to get paid for a $904 claim for my younger Basset Hound, ***. I submitted the claim on May 1, and was told it was 'in Process' and would be paid in 7 to 10 businesss days in a message that was sent to me on May 3. It is now May 17 and I still have not been paid for this claim. I have talked to a customers service agent more than once and have been told various things. One said it might take 15 business days and just today another agent told me it could take up to 30 business days. How ridiculous. I have a message from them in writing stating it would take 7 to 10 business days. I am not happy and in addition they have told me they are raising my premiums for my$142 a month to $283 per month in July. That's a 100% increase. My dogs are getting older and I believe they are increasing the premiums so high to discourage me from continuing on with these policies. I have now been waiting on 'Hold' for over 30 minutes for a supervisor to talk to me about why my claim has not been paid and now they just hung up on me. I tried calling back and a recording came on saying they were closed. They should be ashamed of their poor customer service. I am tired of getting the 'runaround' on this claim. I am convinced that the premiums are based on the age of the dog.

I have been with Healthy Paws Pet insurance for over 5 years and never had an issue with claims until recently. My 13 year old dog *** had to go to see a specialist for her eyes. I opted to go to *** since the rates are considerably cheaper and I'm helping future veterinarians. A claim I filed on 10/18/22 is still pending due to misinformation from multiple customer service reps. I have called no less than 5 times and each time I was told all of the paperwork needed was in place and my claim would be "manually" pushed through. I was recently told this on 11/7/22. The very next day 11/8 and again on 11/9 I receive emails stating documentation is needed. I called today 11/10 and was told by the customer service representative the documentation I had submitted was not sufficient despite being told several times that it was. Needless to say I was livid! I asked to speak with a supervisor and was on hold upwards of 30 mins. The supervisor couldn't explain why I had been given wrong information on more than one occasion, or why the previous documentation I had submitted for previous claims was accepted. All she could tell me was it depends on who's reviewing the claim. SMH NOT ACCEPTABLE! I have since sent the medical records from the specialist - hopefully this is will bring this claim to a close and they can move on to the next claim I filed over a week ago. Of course this claim is also asking for documentation that has already been sent. If I could drop this company I would but unfortunately given my dog *** age and pre-existing conditions, finding another company to insure her would be next to impossible so I am stuck. But I will be canceling the policies to my 3 other pets. This company is great until your pet ages and needs more care. Then instead of paying the claims, they ask you for unnecessary documentation at every turn all while having incompetent staff give you misinformation.

Ive been a customer of *** Paws since 2015 and at first there were no issues. However once my dog reached the age of 8 my monthly rates increased by 20%. I called customer service and they justified the increase by stating it was due to the higher volume of veterinary visits within my area. I figured this significant increase in rates was a rarity, unfortunately I was mistaken and for the following 3 years the rates increased anywhere from 25%-30% each year. Each time I received an increase I called customer service and each time they spit out the robotic company line it is primarily due to increased veterinary visits within your area/state and it is a universal annual rate increase. After this last increase I called customer service again and decided I would ask for the report they are basing this increase off of concerning the higher veterinary visits. The gentlemen on the phone seemed a bit thrown off and stumbled for words. He said he would see what he can find and after a bit said he would transfer me to a manager. At that time my lunch was over and I had to get off the phone. If a company is going to repeat the same reasoning every year basing it off a report shouldnt that report be readily available to support their findings. On top of this I even ran a dummy quote to mimic my dog's initial plan and details for when we started with Healthy Paws, it was an identical request from back in 2015. That dummy quote came back with rates only increasing 10% total over the 7 years. Now if the rates increased universally for all pets and stages of plans due to increased vet visits, why would my initial rate only increase 10% over 7 years while the continuous increases for my current plan were 20%-30% for 4 years straight for each individual year? The math doesnt add up. The only conclusion, a dog's longevity doesnt correspond to Healthy Paws profit margin. Thanks Healthy Paws, for letting me know your concern for my dog has an expiration date.

is the worst. Get ready for a time-consuming, frustrating ordeal when you submit a claim. This is my case: I submitted my claim initially at the end of April and received an email confirming the submission of my invoice and the start of my claim. I checked the "view claim status" section of the Healthy Paws website and found out my claim had "disappeared," as if I had never submitted the claim. Luckily I had the email from Healthy Paws. I emailed customer service (through their website) to find out what happened with my "disappearing" claim, but never heard back. I resubmitted my claim in May only to get a "your assistance is needed" notification. I called customer service and was told everything was OK with my claim. Then, I got another notification. I call again.This time they tell me they need an itemized invoice but I don't need to do anything because they would contact the vet directly. Once again, I don't hear back from them. Another call to customer service: they tell me I need to contact the vet and submit the itemized invoice myself. I do it. I get an email confirming that they received the invoice and that they will get back to me in 10 days. I hear nothing from them. I go to the website to view my claim status. The website states that my claim status is "closed." Just that. No explanation. Here comes my fourth call to customer service. After talking to the customer representative for a while, I find out that the claim was Ok but because the deductible exceeded the percentage covered by my policy, I would not get any reimbursement. I have no issue with this explanation. My issue is the following: why didn't I get any notification or explanation? After calling customer service four times and sending multiple messages, I don't even get an email or explanation? And yes, I searched my spam folder and there was nothing. Filing claims with this company is like pulling teeth. Extremely unprofessional. I don't recommend their services at all.

We enrolled our pup *** with Healthy Paws when we first got her at less than two months old. We knew we were the type of people who would treat her as our child and do anything if she got sick and figured if we have health insurance for ourselves, we should have it for our dog. We could not be more thankful we did. Healthy Paws has been nothing but wonderful to us. As a westie, we heard they are super prone to getting allergies, and sure enough she developed them. Healthy Paws would cover her shots every six weeks so for the first few years of her life that we were sort of breaking even. When she got a UTI one time, again they covered it. Then our pup, at only four years old started to have major health complications. Idiopathic cerebellitis and epilepsy, so bad that we actually had a vet tell us we should euthanize but we decided to get a second opinion and thankfully we did. In the past two years we have done two MRIs, two Spinal Taps, over 12 rounds of Cytozar Chemotherapy, more blood work than I care to count, she has been on a handful of medication, sometimes getting 13 pills daily, and they have covered just about everything! They don't cover the cost of the office visit (for us $45 regular visit to $110 ER visit) but you know that going in. We have a $500 deductible which we get to quick. The premium does go up a little each year but of course costs for just about everything have also gone up so we have no hard feeling there. If we didn't have healthy paws her medical bills would surely be close to $15,000 but we have only paid a small percentage of that. We have found the process of submitting a claim via the app to be incredibly easy. Just snap a photo with your phone of the invoice and you get an email saying it was received, another email saying in process, another email saying what was covered. The check comes in the mail quick. They let you know if they need more info. Its simple, easy, and all to say, we recommend Healthy Paws 100% to everyone.

BUYER BEWARE...worst scam ever! I have paid for this insurance for the last three years (over $1,500). Never had a need to claim because my cat has been in perfect health. Within the last two months my cat went to the vet for a treatment and I processed the first claim with Healthy Paws. They sent me several harassing emails and were looking for every reason under the sun not to accept the claim (First excuse: missing medical records for the entire life of my pet, Second excuse: the invoice is unclear, Third excuse: the invoice doesn't have the word finalized on it). Once I finally got them to actually process the claim after several back and forth emails and many wasted hours of time, they covered $62.55 out of $317.50. And then that $62.55 went against a minimum deductible of $100.00...so needles to say they paid nothing on this first claim. Then I went to process the second claim ($234.84) for my entire three years of paying for this policy. Go figure, same experience...multiple emails back and forth trying not to accept the claim (the invoice from the vet doesn't say finalized on it...etc. After many attempts, they send me a emailing saying: "Your policy through Healthy Paws Pet Insurance covers the cost of the veterinary treatment related to an accident, illness or injury where the clinical signs or symptoms were first present after the enrollment date and waiting periods. The treatments on this claim fell under the additional exclusions and limitations of your pet health policy. For this reason, we were unable to provide coverage for this claim." Hello...my pet went to the vet for an illness that is covered...you have got to be kidding me! Needless to say they didn't provide one penny for this second claim. Isn't the point to have this insurance for when you truly need it? Obviously not...BUYER BEWARE! No matter how long you have a policy with them, whenever you need to make a claim...they will give you the run-around and then end up not covering any of your expenses. Worst decision of my life to purchase from this scamming company!

When you get quotes from pet insurance companies Healthy Paws will stand out and look affordable and like it's the best deal you can get. Policies can start at $35+/month. What they don't explain or state anywhere is how much that premium will increase year over year. How convenient. In your second year your premium will increase 15%-20%. So factor that into your math when you look at getting the policy with them in the first place. As others have stated they won't even notify you that this increase has taken place. You will just see that higher number charged to your card without warning. My plan increased by 16% and this is only my second year with Healthy Paws. Can't imagine how much it will increase next year. Again, as I've read in other reviews here, when you ask them they will respond with a canned answer that the premium increase is because of the state you're in or that pet policies in general are "getting more expensive." It's seriously a bunch of BS. Just an excuse to steal your money. Deceptive company who doesn't care about your pets. They just care about getting your money and tricking you. They get you in on an "affordable" number/cost, then gauge you every year after that. Here's an example of what this insurance would cost over a 10-year period, based on a premium of $51 (90% reimbursement), + an increase of 15%/year And that is likely on the very low end of what your actual increase will be. It could be an increase of 20% every year based on the other reviews I've seen here. Monthly cost + 15% increase ---------------- Year 1 $51.00 Year 2 $58.65 Year 3 $67.45 Year 4 $77.56 Year 5 $89.20 Year 6 $102.58 Year 7 $117.97 Year 8 $135.66 Year 9 $156.01 Year 10 $179.41 Annual cost + 15% increase ---------------- Year 1 $612.00 Year 2 $703.80 Year 3 $809.37 Year 4 $930.78 Year 5 $1,070.39 Year 6 $1,230.95 Year 7 $1,415.59 Year 8 $1,627.93 Year 9 $1,872.12 Year 10$2,152.94 Lifetime cost: $12,425.88 TWELVE THOUSAND DOLLARS. That's $12k that could go towards any accident that you are worried will happen during your pet's lifetime. Be informed and don't trust Healthy Paws and their BS.

This company is a huge scam. I have 2 dogs which we paid in premiums for 6 years on.They start out very reasonable and as expected the premiums increase year after year as the dogs get older. The problem is the increases are ridiculous down the road and they try to do everything in there power as the dogs get older to get you to discontinue. My last increase was 50 percent per dog and after 6 years of paying them over 5 to 6000 dollars they have actually only paid 275.00 in claims so it's not like we have been making an unreasonable amount of claims. The service starts out good, then they won't answer the phone or hang up on you and say you must have been disconnected. The last straw was when they sent me a notice 6 years in saying my dog was enrolled as a havanese but his medical records say he is a terrier mix so we need to raise your premium from 53 dollars a month to 95.00. He has always been a havanese and was enrolled as a havanese. They saw the records when I enrolled him but waited 6 years to tell me. I had the vet correct the records and faxed and emailed them no less than 3 times. Every time you call they say they never received them. I finally had to get them.on the phone and pin them down with the records in my possession. They still would not refund the overcharges and would only reduce the premium to 75 instead of the 53 I was paying before. I was told this was my normal increase on my renewal but the problem is this is July and my renewal isn't until december. I did some homework and they have multiple class action suits against them for this very practice. They finally succeeded and I quit because I have no faith now that they would pay up if I had a large claim. Another practice is they are suppossed to pay 80 percent after a 200 dollar deductible but they take the bill take the 80 percent off the top and they take out the deductible instead of the other way around so if your bill is 200.00 and your deductible is 200 then they would take 160.00 which is 80 percent of 200 and apply it to the deductible. So you would still owe 40.00 towards the deductible. Stay far away from this company...they are a legalized scam.

I have two dogs. We have had Healthy Paws since 2015. Each year at our renewal date we have experienced increases of $10-20 to our monthly premiums. However, we just received notice that starting July 16th our premium for both dogs will go from $142 a month to $242.19! Over $100! I at first thought this was a mistake and reached out to customer service who offered me no helpful info. I then started reaching out to my many friends and relatives who I have referred to HealthyPaws and they only saw small increases. One of my friends even has a the same breed dogs and lives in the same town as me and her premium went up $12. After talking with customer service at Healthy Paws I was sent on to talk with a supervisor who gave the same generic info and stated that increases were due to people in MN and my zip code using the insurance more than what they paid out. When I brought it to her attention that I had reached out to others in my state and brought up my friends experience she had no response or explanation. I asked her for more info on how Healthy Paws arrives at rate increases and she referred me to yet another supervisor and promised I could get more info. Finally, three days later I got a call back from this other supervisor who refused to provide me with any information on how they arrived at my substantial premium increase and stated they don't have to provide me with that info. She then stated maybe it was time that I stop insuring my senior dog if I have a problem with the increase to his rate. I told her at no time did I ever say I would not pay this new rate, but rather I wanted to have information on how they arrived at this rate which I feel I should have considering the substantial increase. I also told her I found it fishy that the year I got this huge increase happens to be the year I actually used the insurance for my dogs and went over my deductible as my dog had surgery. Which of course in every advertisement and email you get from Healthy Paws they state your rate will never increase because you used the insurance...This is a clear case of fraudulent advertising and horrifying customer service who clearly do not actually care about our pets.

They raise rates at 30% a year! Stay Away from Healthy Paws. Unfortunately they put profits in our view before pets, it is true! Each year for the last three years our premiums have skyrocketed although we have little to no claims. In fact it went up 30% this year, this is for a six year old dog with no health conditions that has been insured by healthy paws since he was four months old! In fact the letter of renewal came and indicated as if it was a badge of honor that they will never raise your rates more than 30% a year. Really? 30% a year, that means to you that every three years you can expect your premium to double. This should be extortion and we recommend going to another provider that won't rip you off this way. We have gotten six other pet owners from the dogpark to purchase healthy paws but no more, in fact one of them started out at $32.00 a month and in one year the new premium is $38.00. This is with no claims on a dog that just turned two. Healthy paws used to be the best, little adjustments each year now they are telling policy holders they will never go up by more than 30% a year. Really? So in three years they can have the policy go up almost 100% so they can make more money. Other pet insurance is better, with regard to increasing the rate like this. When this was originally healthy paws foundation (before it sold about five years ago) this was never an issue. So if you are paying $35.00 (if that is what they quote you, be aware that in three years that $35.00 can be $100!). In six years you now could be paying $200 a month, for pet insurance, what? Who can increase premiums 30% a year with no claims what the heck? We are looking for new insurance, last year we went from $35.00 to $47.00 and this year from $51.00 to now $69.00 a month! Yet they tell us they can't go up more than 30% a year, they did when they raised my rates! It is insane, so be wary that they will likely stick it to you as well. My suggestion avoid at all costs, if you have them get another plan as if your have a health crisis in your dog, know that other pet plans probably won't cover your dog. So get your dog in another plan so you can also save your hard earned money! Raise rates almost 60% in two years and during covid where many people have less money is just terrible and to me it shows they don't care about our pets but their profits first!

We have been with Healthy Paws for almost 13 years. We now have two dogs on their plan. Our oldest dog has been on the plan since we rescued him, as he was covered from when we got him at four months of age, and continued coverage with Healthy Paws. Their vet cleared him of any problems, and ours cleared him of any problems going forward.Since then (eleven-plus-YEARS), we have made a couple of minor claims for a cut, and then an infected abscess several years ago, and now for arthritis. (About $700.00 in more than a decade)Suddenly, for the last year, we have been fighting like h*** to get his arthritis claims covered for his medication.Healthy Paws now claims I have to prove he didn't have arthritis before he started coverage. This is absurd.He has gone eleven-plus years with no issues, had insurance from the rescue agency, was cleared by their vet, and now I have to prove he never had any issue. I sent in exams going back ten yeas, showing no issues, but they say they don't say specifically that he didn't have a problem with his elbow joint.Of the three previous vets who have treated our older dog, two have had paper records until recently, and they don't have earlier records and have no records from over nine years ago.We submitted what they had, and NO RESPONSE since MAY. But they keep taking our money.Our second dog has NEVER had a claim in the three+ years she has been covered..We have paid MANY-THOUSANDS of $$$ to them, and they are deceptive, lying, cheats who refuse to pay.Just over a year ago, *** made them pay pack a small amount to all their insured, for violations in Washington, and their response was to increased rates to cover the payback and fines..Now they tell us, they are increasing our premiums from $92.00 too $199.00 PER MONTH, and they still do not respond on the claims.They owe us around $1000.00 in claims for the last year, we pay more than $1000.00 per year, and have very few claims.They are a SCAM!Their "requirement" for proof our dog did not have an injury prior to being insured is just a cover. He was insured since FOUR MONTHS OLD and had the rescue vet clear him. When we presented to them records going back almost a decade, it was not enough. Now they ignore our claims. The initial checkup and evaluation more than decade ago, was a clean *** of health. This from the rescue organization, and the dog was covered from them for the first 30 or 90 days with Healthy Paws, I don't remember if it was 30 or 90, but we continued the coverage with Healthy Paws and they accepted that clean *** of health, as it was required to get the insurance.IT IS IMPOSSIBLE TO PROVE A NEGATIVE.THEY ARE A SCAM..

If I could leave zero stars, I would. I have two *** Bulldogs. *** has been with me since she was 10 weeks old, and *** has been with me since he was 13 months old. Both dogs came from the same breeder, located in ***, ***. Before purchase, both dogs were covered, through the breeder via her Policy with Healthy Paws. I established coverage for *** immediately upon bringing her home, in July/August . *** was returned to the breeder by the couple who purchased him, however, he was also covered by Healthy Paws during his possession by the previous owner.I established coverage for *** immediately upon bringing him home in June . Both animals have been covered by Healthy Paws since birth, either by the breeder or by the respective owners. This is irrelevant to Healthy Paws. Each new policy essentially makes ANY issue with the animal a pre-existing condition. *** required surgery to fix his Brachycephalic Obstructive Airway Syndrome. This is a well-known, well documented issue with ALL flat-faced breed of dog, including Pugs, Boston Terriers, *** Bulldogs, English Bulldogs, *** Bulldogs, etc. Prior to my owning ***, he had stenotic-nare surgery, which was covered by Healthy Paws via the previous owner. However, they only performed a superficial surgery and did not go into the nasal canal. I schedule his surgery to re-do the nares AND ALSO to perform the Soft Palate Resection or the throat part of the procedure, WHICH WAS NOT PERFORMED prior. ALL of this was denied as a pre-existing condition. Just the mention, in his records, of having a diagnosis of BOAS, was enough for them to deny payment. This occurred even though they had covered his prior procedures, albeit via a different owner. This breed has chronic conditions that are well documented. If they will not cover these procedures, they need to explicitly detail that in their documentation. However, their documentation does not do this. It is designed to be as vague as possible. Most breeds of dog have certain medical conditions to which they are susceptible, just like people. I have paid in thousands of dollars to Healthy Paws only to see my premiums increase and my claims denied. This is a scam. Do not under any circumstance purchase insurance through this company. There is no such thing as pre-existing conditions. NONE. This is a gimmick foisted upon the public to ensure that they make money: charge outrageous prices, deny any claim. This same concept was once applied to people. When the *** passed in 2010, people were denied insurance coverage OR were placed into high-risk insurance pools with exorbitant prices under the guise of pre-existing conditions. Essentially, people were once treated like dogs. The insurance industry continues to perpetuate this myth around insurance for dogs and cats. Why not, they make a lot of money doing so. I repeat, there is NO SUCH THING as an PRE-EXISTING condition. If you have a dog or cat older than 3 years old, do not under any circumstance attempt to purchase health insurance. They will deny any claim as a pre-existing condition. Save yourself a LOT of money. Do not purchase animal insurance from this company. Another commenter suggested putting that money into an interest-bearing account and using the funds for your pets: this is GOOD ADVICE!

- Healthy Paws is a poorly managed business that discriminates against the disabled. I accept that they are cheap and unwilling to pay for real medical services, but their discrimination towards the disabled is really disgusting. -The list of items not covered by HP is a joke. They don't pay for any "Exams", though I'm unsure how we are to determine health issues without an exam. What a sad joke. They don't cover the cost of anal expression, even though that is critical to the health and welfare of many dogs. If the HP Oligarchs wanted to charge everyone $5 more per month all those costs could be covered. - Healthy paws is in the profit business and not the animal health insurance business...so they fail to hire enough labor to their business needs in a timely manner. - How do I know? Just try to use their terrible customer "service" system. Half the time they can't find records, or claim to be unable to find records. The CS people are spread out all over the country, so when you ask them a question they claim they don't know..."because that stuff is up in Washington". - Really, that was their excuse. They tell me that I have to use their internet site and e-mail to file claims. When I told them my vet doesn't use digital copies or e-mailing...and that as an epileptic I needed to stay off of computers as much as possible to avoid a seizure, they told me they would look into "reasonable accommodation" and directed me to mail my claim. - I waited for weeks to hear from HP. They received my claim on May 29th, but as of June 20... claimed they hadn't received it. When I filed an official Americans with Disabilities complaint and requested reasonable accommodation I was told the would look into it. - That was several moths ago. On April 5th I received an e-mail telling me that they were still looking into my ADA request and would respond shortly. In the same e-mail, in response to my ADA complaint based upon being forced to use a computer to file claims, I was told by the CS Rep to..."refer to the HP site for additional information and FAQ". Huh? My ADA concern is about being forced to use a computer to manage my account, and in response they tell me to look at the computer to find my answers? That is totally disrespectful and discriminatory. - As of June 28th, I have received no communication that Healthy Paws is taking my ADA concern seriously. What total discrimination. - I have called HP once again, and have been told that from the moment they receive my mailed-in claim, that it takes up to 6 weeks to process that claim. Six weeks to photocopy a receipt and send it into the que for submitted claims. When I asked why the need for such a prolonged wait, I was told because "that's our system". Once again, total discrimination. Why should a disabled person have to wait 6 weeks for their claims to be managed? - I was told that I could take pictures of my receipts and e-mail those when filing a claim. I did so weeks ago, and have been told that they have not yet "received" my claim. How is that, when it went to the HP e-mail address they gave me? - I would never do business with these people, and when I get my claims paid off, I will be looking for a more professional pet insurance agency, even if I have to pay a little bit more each month. - HP is not willing to hire the proper amount of labor to efficiently manage their claims, and they treat their customers with distain and discrimination.

When I agreed to foster a little hairless Pom mix for a senior dog rescue I should have just realized from the beginning that he was home for good. It was about two months later that I finally adopted him and went in search of pet insurance. Of course the issue was his senior status, so I didn't know if I could even get a policy. My friend has had a Healthy Paws policy through 3 dogs and 1 cat and said it was the best company by far. Turned out, it was very simple to get a quote from HP--yes, his benefits are reduced because he's already a senior, but that's to be expected--and I was pleasantly surprised at the ease of filing claims through the app. That was what impressed me the most (at first)-- after the vet appointment I could take a photo of the invoice from the vet, and in 4 taps of my finger the claim would submit through the app. There is a lot of email communication (we got your claim, we have a claim number assigned, you forgot to include something, we are depositing your money today, etc) and employees seemed really happy to be working in pet insurance and also would include the names of their pets with their own in the signature line. I love that touch. About 6 months after I adopted my pup he was diagnosed with Cushing's. That meant an expensive pill twice a day for life and regular tests by the vet to monitor the level of the steroid in his bloodstream. He also had thyroid issues, regular checks on his skin and hair loss, UTIs, etc. Every single claim was handled with the app and a few emails and no hassle. About a year after that he was diagnosed with diabetes. Now there's insulin, syringes, lancets, test strips, etc, etc involved, along with glucose curves at the vet about every week for 6-7 weeks to figure out how much insulin to give him. Even though I get much of that stuff at *** (because it's the same insulin humans use), the claims were approved once a talked to a rep about why I seemed to be submitting claims for human supplies instead of vet invoices, which I could see would be confusing.. In March this year a bladder stone surgery somehow went wrong and the follow-up visits weren't solving the fact that he was literally dying (starving/immobile) in front of me. I ended up at the ER, which led to a 4 night stay. I was so scared my little pup was going to die, and I couldn't even go in the building or see him or meet the vets because of COVID. I was stuck crying in the parking lot for much of the next week because after he left the ER he went to an internist there who figured out the problem, and then to a surgeon there who repaired the bladder wall. All of this on a dog just barely hanging in there because his body was dealing with diabetes and Cushings also. I finally got him home--with a feeding tube, huge staples running down his abdomen, and all kinds of secondary issues from being away from his normal meds and unregulated blood sugar. Through the next 3 months he was at some kind of vet at least once a week, he was on about 7 pills a day with all the antibiotics, the feeding tube needed to be removed, the internist put him on the *** continuous glucose monitor (also for humans so you get it at ***) which requires an electronic reader and a new sensor every 2 weeks. I am happy to say that today, 4 months after I almost lost him, he is acting like himself again. He still has lots of problems, and needs lots of maintenance care, but I am just so happy he's alive and I have him back. I thank him every day for fighting so hard to stay alive for me. All the time I couldn't see him during his overnight week in ER/surgery (because of COVID restrictions) I thought of him being cut open and wondering if he'd been given up again, and it was an excruciating experience. In the parking lot of the ER--because I have been there alot in the past 4 months, I've heard a lot of heartbreaking phone conversations between pet parents in cars and vets inside the building. These people are sometimes sobbing or hysterical and they can't see their pets and they are having to make decisions quickly about very expensive treatments. Because I had insurance, and I knew that Healthy Paws would cover all these efforts at keeping him alive despite his age, I didn't have to go through that. I am so thankful for the ease of working with the Healthy Paws people and the app. If only human insurance could be this way.

I believe today that this is now my seventh writing regarding the Licensee, Healthy Paws Pet Insurance, by either contacting Office of the Commissioners of Insurance or The complaintsboard.com. Im renewing previous requests due to the pattern and practice of insurance bad faith claims involving HEALTHY PAWS PET INSURANCE, LLC, the licensee, who has denied a claim without a reasonable basis, in the past investigating claims in a timing manner, stopping all communication until I contact this office, and its outdated governing documents. The licensee has a duty to pay a judgment up to the policy limits when a loss is covered by their policy. On or about July 9th 2022 I had submitted a claim electronically, an image of a receipt using a website the Licensee promotes for this purpose of reimbursement.I received notice on July 12th 2022 PER HEALTHY PAWS We are in receipt of your claim, claim number ***-1-3, for your pets medical treatment.While your Healthy Paws Pet Insurance Policy covers the costs of the veterinary treatment related to an accident, illness or injury where the clinical signs or symptoms were first present after the enrollment date and waiting periods, please note that behavioral modification, medications for behavioral modification, training and therapy are not covered by your policy.This claim is not regarding behavioral modification, medications for behavioral modification, training and therapy. This is one of a dozen examples of action rising to a level of a bad faith claim. The licensee has a pattern of denying initial claims online and with myself regarding policy number ***, 673900-1, and 673900-2.Not only did a previous senior claims adjusters determined that this was *** Services Covered but it was reimbursed no less than thirty five (35) times. SEE ATTACHMENT RE: FURTHER SUBSTANDARD MARKET CONDUCT.

This is now be my FIFTH writing regarding the licensee. The licensee pattern and practice of insurance bad faith involving the licensee failing to communicate in a timely manner.On June 1st 2022 I had emailed the following:Pet Parent(s)*** ROONEY was the shelter name for now APOLLO adopted 05/31/2022. I was instructed by https://myaccount.healthypawspetinsurance.com/addpet Sorry We are unable to enroll new policies on your current account. To enroll a new pet, you can do so by creating a new account. Your new account will need to be created using a different email address and it will have a separate billing date. We apologize for the inconvenience. Please click here to start a new quote.Therefore APOLLO Policy Number: *** APOLLO different email address is patient-octant-*** Would you be able to now add APOLLO to the existing Policy Number: 673900?Is this separate account now added to the existing account?On June 6th 2022 1:02 P.M. CENTRAL TIME, during an eleven minute phone call I had made a second request checking the status of adding a petIs this separate account now added to the existing account?TODAY 06/14/22 is the third request.After sending communication to *** CHC, CHPC, CCEP compliance professional Healthy Paws Pet Insurance and foundation and others I discovered that now the existing policy is canceled and the second pet was not transferred. It is my experience writings are ignored until communication includes *** Office of the Commissioner of Insurance. In the future I should be effortless to add a pet to a policy as it was in 2019. Healthy Paws should be able to hire an accomplished web developer to get this done.In the future writings from customers should not be ignored In the future follow up phone calls to the already over burden call center should not be necessary.

Every.single.time that I submit a claim with them, which is usually for minor things like ear infections, allergy shots, etc., they request that my vet send her ENTIRE medical history. This doesn't sound so bad when you have a 6 month-old puppy, but she is now 5 years old and her history is that much longer. She recently had to have emergency surgery for a hernia that appeared and quickly progressed. She has a vet that comes to the house, so I had to take her to an emergency hospital to be evaluated and then to a separate hospital for the surgery 2 days later. In between, her vet sent her a rx for antibiotics. This happened in August. It is now the 2 days before October and I've only received reimbursement for ONE claim. There are 3 claims in total. She has no history with the other hospitals because she was referred to them strictly for the surgery. They have sent Healthy Paws everything they have requested and I've gotten nowhere with them for reimbursement of the claims. On top of that, I get random emails from them saying that they received line item descriptions for the claims, but need more info. The email has NO information what claim this is for or even the procedure, date or provider. When I asked about this email, they said it was a generic email that goes out, but I should not have received it. Huh?! I have been on the phone with them 4 times in the past 3 weeks alone to get this sorted out and I'm getting absolutely nowhere. It seems like they are doing everything they can to NOT pay this claim. I signed up with them over 5 years ago as soon as my fur baby came home and she was still in perfect health, so there were no pre-existing conditions, etc. I'm at my wits end and caution anyone to consider using them. The headache alone is worth reviewing others. I know that that they are not perfect because I had another one with my prior dog, but they were better to deal with. Horrendous! Just avoid.

The past 5 or 6 claims filed with Healthy Paws were completed incorrectly. Currently there still are two claims that have not been paid. The reason they were not paid is when I filed these claims they took my deductible from them. My deductible was met on two separate claims, one February 1, 2022 and the balance of my deducible was met on February 7 2022.When you review the claim on February 1, 2022 the Explanation of Benefits was completed incorrectly. It did show the correct amount of the deductible taken. It showed .00 for covered benefits when this was a prescription refill and was a covered expense.The two claims that have not been paid are as follows:Claim originally filed June 20, 2022 for my dog to get his hair cut per the veterinary's instructions. Healthy Paws denied the claim. I appealed the claim and In August they requested additional information from *** my veterinarian, I obtained the information and forwarded the information as requested.. On August 22, 2022 they approved the claim and then took the deductible again that had already been paid. I appealed the claim and they are telling me it can take up to another 3 months to process. I filed a claim for a prescription refill on August 29, 2022 and the claim was approved and the deductible was also taken again. I spoke to a supervisor on the 22nd of August and we went through all the information beginning with the claim on February 1, 2022. She agreed with me that the error first occurred on February 1, 2022 and she would be sure the records were corrected. Healthy Paws advertises they process their claims within 10 days and this information is not correct. If their office had not made the errors I am sure my claims would have been paid on time. I have asked to file a complaint with them, I asked to take to a supervisor to expedite these two claims and I was told it is in order of claims received and could take up to three months to process.

My 6 yo standard poodle ate 3 oatmeal raisin cookies which can cause acute renal failure in dogs. I took her to the emergency vet late in the evening 7/13. They did an H&P and a lab draw that evening (lab is dated for 7/13), however the invoice is for 7/14 as it was billed after midnight. I was instructed to bring her back for the two following nights at 24 hour intervals for repeat lab work. These labs were done at 2037 on 7/14 and 2019 7/15. I have had her insured with Healthy Paws since she was a puppy, but I cancelled my policy effective on the renewal date of 7/24 as it was going up to $250/mo for my 2 poodles. I submitted my claims electronically, then received an email that because there were duplicate claims they didn't owe me any money. I have a $250 deductible and they pay 90% of cost after that, but the total cost was $338.21. I called and spoke to an agent because there were no duplicate claims submitted. There were 2 invoices for 7/14 because one was done just after midnight on 7/13, and the other the evening of 7/14 when I took her back for the next blood draw. If they looked at the times on the lab, they would understand the 1st invoice. He said he saw the confusion and would put it through again. A few days later I was denied again for the same reason. I spoke to another representattive and she said it would be fixed. After a 3rd denial I tried another representative, reeived an email it was being reviewed and nothing else. I then wrote to them including each separate claim labeled as Claim 1, Claim 2 and Claim 3. Hoping it would work to spell it out. The letter was delivered certified mail 10/22 at 0717. I have heard nothing and they've run out of chances. I am now seeking outside help to resolve this issue. Healthy Paws Insurance owes me $54.40.. Please let me know if you also need copies of emails. I am only uploading my submitted invoices and proof of letter delivery. Thank you for your assistance.

In September, I had an increase in our premium from $95.41 to $143.11. Of course it seems like a lot, but our Chocolate Lab has a UTI issue that has been an issue since 2013, she is our top priority. We got *** at 8 weeks and have been Healthy Paw's customers since then. We recently sold our home in CA and purchased a new home in CO and also rented a temporary apartment in CA to stay at while we do renovations to the new property and wrap up loose ends with my business in CA. Making the address change on the Healthy Paw's app with our "temporary address' in CA, 10.9 miles from our previous address. It instantly increased our premium to $169.10. That's more than a child's Health care Plan. I immediately called Healthy Paw's and spoke to a young woman. She talked me in circles. She could not give me a definitive answer to my questioning why it would increase because of a short distance move. I of course mentioned that this was a temporary address for us and would be moving again to our permanent address in CO in June. She said it would increase again. I even spoke to a supervisor who also talked me in circles. They could not give me factual evidence that there is higher demand of care for the current location we're living. We're in the same county and still see the same Veterinarian and see *** same Internal medicine Dr. Nothing has changed other than our address. We have been Healthy Paw's most fervent supporters. We recommend them to everyone that is looking at getting a pet including all my clients and coworkers. In June, *** policy will increase to over $200. That is absolutely appalling. I told that supervisor they should be ashamed of themselves and she proceeds to assume it's a financial issue and offered a higher deductible. It's an issue of principle. Where's the proof that there is more demand for veterinarian care here then our previous address? This is their attempt to squeeze us out. Shame on you Healthy Paw's!

I signed up for Healthpaws in February . During that month when signing up I was extremely careful searching high and low if a "pre-enrollment' exam was necessary. This was NOT the case on February , nor do I have any copy of my policy started on this date claiming this is a agreement on my end. However, since the pandemic, suddenly Healthypaws keeps throwing around this "Pre-enrollment exam" policy around. This is new and was not never there prior. My cat needed a tooth extraction. (Which is covered under their policy excluding regular dental cleanings.) After submitting all of the documents I kept receiving automated responses that I needed "all the medical records since Mishka has joined your family" Which they received at least 4 different times. I e-mailed 3-4 times requesting specifics and also called requesting specifics. The lady on the phone could not provide any specifics that I was lacking. When e-mailing Healthypaws I was met with automated responses. Healthypaws rebuttal is going to be "Your documents weren't supporting enough." You have every medical record every generated since I have owned my cat for the past 2 years. You also had every medical record that the foster parent provided for me upon adoption. You were also sent the SOAP notes for every vet visit he had in his entire lifetime with me. There is zero information missing. Additionally when I personally reached out on more than once occasion requesting specifics of which supporting information was missing I never once received an actual thorough response. Additionally upon searching the most recent reviews you are giving everybody this same run around. Your responses to each Complaintsboard.com complaint are usually the result of "According to our policy your documents weren't supporting enough." Yet you can't seem to clarify those points yourself. Healthypaws is also being quite rude and aggressive their responses. I'll leave that there for any future reader to take note.

I have paid for this worthless "insurance" for over 2 years, from the time we picked our pup up. Back in July, we had to take our pup to the Vet, as she had stopped using her right rear leg, so we just picked her up and took her to get her help. The Vet told us, after doing a number of tests, that she had a badly pulled "groin" muscle. She gave us some pain meds for her and were told to keep her quite, which we did. Around the middle of August, while out in our fenced in back yard, (this might be hard to believe, but is the absolute truth) a hawk swooped down and grabbed a bunny that we didn't know was out there, and as it started to fly away with the bunny in it's claws, and the bunny screaming,(if you have never heard a bunny scream, it will make you think someone is killing a young child), our pup took off at full speed trying to catch the hawk. The result of this was that the next morning we thought our pup was dying. She was foaming at the mouth, and panting beyond anything I have ever seen. I am of the age of retirement, and had dogs my entire life, so I have seen a lot of things with dogs, but not this. We loaded up and headed to the nearest ***. This was early on a Sunday morning, after driving the 45 miles to the Vet, we were told that we would have to wait at least 4 hours, in our car, in their parking lot, in 90 plus degree temps, and not leave. If we left we would lose our place in line. Lucky for us I gave the pup a pain pill before we left home, so she was starting to act more like her self. At that point I called my son, as his wife works with a former Vet. She advised us to wait and take her to our Vet the next morning. Having done all of this we sent all the Vet bills to Healthy Paws. I have emailed this company at least 6 times asking for a status, they answered 1 time a month ago, saying they would get back to us in a couple of days. As you can guess they have never gotten back to me! Run from this company, they are HORRIBLE!

I have had a Pet policy with Healthy Paws since 3/13. Recently, I filed several claims worth nearly $2,000. Healthy Paws has either negligently declined the claims or improperly reviewed them despite calling them and refiling several times. Starting with claim # *** dated 12/29 - I provided THREE invoices for pet care. Healthy Paws reviewed only 1 invoice and ignored the other 2. The one they reviewed they deemed to be "preventative care" despite being an Emergency Vet visit. When I inquired, they stated they were unable to determine what care was provided. I provided paperwork with the claim which showed she received subcutaneous fluids and a cerenia injection. This was ignored and I was told to file an appeal. It has been over a month and I have heard nothing regarding this appeal. Moving on to claim # ***, dated January 15, I provided at least NINE invoices, including each copy of medical records for said invoices. Healthy Paws reviewed only one invoice and marked the claim as completed. I called and spoke with a claims representative about this on January 25. Our call lasted 37 minutes and 59 seconds. She found every single invoice and medical record was provided, but not reviewed. She advised she would sent it back for them to be reviewed again. She also advised my initial appeal was still in the system for the first claim, but that she added more information. On January 27th I received a "claim completion" notification - claim # ***. It was for ONE (1) of the invoices provided with claim # ***. To date - I have provided at least NINE (9) invoices to Healthy Paws on one claim, totaling almost $2,000. 1 was reviewed improperly, and has been in "appeal" for well over a month. 1 was completed. The rest were ignored, despite a nearly 40 minute call and their assurance that they would be re-reviewed again. I have more invoices to submit, but am waiting for Healthy Paws to finish the first batch so I can be sure I am being reimbursed properly.

We have insurance for our 2 dogs through Healthy Paws. We have been paying on this insurance since March/April this year. It wasn't until July, when we filed our first claim for our chocolate Labrador, ***, that we found out there was an issue. We submitted the claims and kept getting denied. Upon calling them they informed us that we needed to submit more information on ***. We did. We submitted everything we had on her, including anything we got from the rescue that we got her from. After we submitted all the information they needed they then claimed that it was because our well visit wasn't soon enough within their 14 day time frame of enrolling in the insurance. It took us a little longer to get our dogs seen for a well visit since our vet was only taking sick visits at the height of Covid. We called a third time and on the third time we were told that everything would be taken care of and that the well visit would be accepted and it would only be a few days before our claims went through. That was in August. We followed up again at the end of August and they told us they need MORE information on ***. She's a rescue and we gave them everything we had from the rescue. We spoke with Ren and she told us they needed the well visit on *** from almost 3 years ago, despite us getting her a well visit upon enrolling and the end of March/beginning of April. Because we had no idea which vet she even saw at that point, Ren told us she would reach out to the vet and take care of if. She spoke with the other vet, and got the information she needed. We have a confirmation email from Ren saying things would be handled. A few weeks later in mid September, another claim was denied. We called AGAIN! Finally, we spoke with a customer liaison, Robert B, and we thought our issue would be handled. After he told us that he would see what the issue was and call us by the end of the day, we thought we were finally making headway. We didn't hear from him and had to reach out to him the following week. The only thing he told us was that claims was backes up and they'll work on it as soon as they can. Clearly, they aren't backed up enough to deny claims, just to approve them. I reached out to Robert and asked if they could put our payments/ account on hold until they reimburse us, because it feels like we're being scammed at this point. I haven't hesrd from him since reaching out to him last. This has been going on since the beginning of July and we have called numerous times and spoken with multiple people that promised a resolution, only to find out nothing was being done. I am looking for a resolution through an outside source at this point, since their internal resolution is poor and unprofessional.

When I chose Healthy Paws as my pet insurance carrier, I specifically noted that they said they will not increase rates due to filing a claim. On their website, they specifically advertise, "Premium increases are not based on claim submissions." Within a year of getting my policy, my rates went up $5 a month. Now, during my second year of having this policy, I was notified in May that on July 1, my rates would go up an additional $15 a month, roughly a 33% increase. When I called Healthy Paws to question why my rates went up, I was specifically told by their customer service representative (Asase?) that there were a lot of claims filed in my area, and that the cost for all of those claims were distributed to everyone in the area, including me, who had not filed any claims. I complained that this was against their statement, and that in essence they were telling me that my rates went up not because I filed a claim, but because countless others had filed a claim. The customer service rep tried to show me ways I could change my rates through changing my deductible, etc., but did not address the fact that I was being penalized for others filing claims. When I pointed out that their advertising states my rates would not go up for filing a claim, but that in fact everyone's rates went up for filing a claim, and that was against they advertise, I was told that is how the insurance works. I was told I could change my policy to affect my price, that it was the law to charge me and that they would get in trouble if they didn't charge me, or I could find insurance with another carrier. The representative was blunt and even though he said he understood what I was saying, he did not seem to care to do anything to help address my issue. I asked for the specific citations where the law says that I must be charged for others' claim frequency, or else they would be fined, and my request was ignored. I was never provided with anything legal that documented why they had to raise my rates because of the frequency /volume of claims in my area. The suggestion to find another carrier angered me because I have already established a healthy history with this insurance company and paid into coverage for two years now, and I did not want to have to start all over again with another company, and potentially pay a higher premium since my dog was now older as well. I tried to escalate the issue and eventually talked to Rob, a customer service liaison (supervisor?) that was what I asked for) and Rob agreed that my rates went up because there were so many claims filed in my geographic area. I again pointed out that I was being penalized for not mine, but for others filing a claim, which Healthy Paws advertises it will not do. Again, I was told there was nothing they could do about it, and that I could either alter my policy or choose another insurance carrier.