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May 2024 by Maxi V.
difficult to use keeps asking for my vet and then cannot locate was able to submit two bills and not able to submit newest bill the app is horrible
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April 2024 by Tabatha N.
If I could give them no stars I would I never received my reimbursement check in the mail. I called. They told me if I do receive it. Don't cash it. They are re-issuing me a replacement. It still has not been re-issued. I have not gotten it I call customer service does not, it takes 10 days to process a request for a replacement but they had no problem taking two payments out right away and they refused to do direct deposit because I signed up after I submitted a claim also everyone you speak to their such a heavy accent, you can't understand them the one they said well just keep checking your mailbox no direct deposit. I have to speak to a manager. She would not transfer me.
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April 2024 by Rolando F.
They cancelled my policy because according to them it will be not available anymore in my state and offered me basically the same one but 3 times more expensive. The representative told me that with the new one , they will cover specialty foods. When I sent my first claim under the new one , they did not pay because it was a "pre existing condition" even when my dog was covered by them with no gap. Avoid this company! UPDATE and answer to Mr Travis: The first thing I did was call to customer service. I had my insurance for 11 YEARS with ASPCA. Barely made a claim or two. ASPCA called me to tell me that they were going to cancel my policy and offer me one with THE SAME COVERAGE but THREE TIMES THE PRICE, because, of course, my dog is now 11 years old. This practice in itself is very shady! Anyway, I got it to be covered with no gap. So, my dog have been covered by your company for almost 12 years till today. How come they can tell me that my dog has a pre- existing condition at this point?? SO, TO EVERYONE THINKING ABOUT THIS INSURANCE, be aware that they can drop your dog when is old and needs the insurance the most, to offer you a policy with the same coverage paying triple, and FORGET about all the years you had your dog with them. In this new policy, everything will be consider a pre- existing condition. If that is not shady, I don't know what that is.
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April 2024 by Dhanu B.
I have been a loyal customer of ASPCA Pet Insurance for over 15 years, trusting them to provide coverage for my dogs. My trust, however, was misplaced. Last year, my healthy dog tragically developed cancer and passed away within just 14 days of diagnosis. Despite the heartbreak, I decided to continue my coverage with ASPCA for our new dog, hoping for better support. Unfortunately, just two months in, my new dog developed hyperparathyroidism. When I submitted the claim, it was promptly denied on the grounds of being a 'pre-existing condition'. This was both shocking and frustrating as it became clear that ASPCA seems to find any reason to deny claims, leaving pet owners unsupported in critical times. It appears that ASPCA is more interested in collecting premiums than in providing the support and coverage that pets and their owners need. I am deeply disappointed and feel misled by a company that I thought was the best in the field. I advise potential customers to consider other options, as this company might let you down when you most need them.
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April 2024 by Pat M.
For years ASPCA coverage has been seamless but they changed carriers and the coverage is a nightmare. One of my covered dogs is a 6 month old puppy and when I filed to have something covered, they insisted over & over that they needed vet records going back THREE YEARS before they would finalize the claim - HE IS A PUPPY. This went on forever & still does to this day. My second dog who is 8, has been covered by ASPCA for 4 years - which means they have all medical records. I filed a claim for him and they again are asking for back records WHICH THEY ALREADY HAVE. I don't know what happened the ASPCA Pet Insurance but they have tumbled down hill in their coverage & getting things taken care of.
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April 2024 by J P.
Have never had pet insurance but my brother has. My dogs have always been healthy etc. But a new one who is awesome but not graceful left me feeling pet ins. Is a good idea. Picked aspca for multiple reasons. Sure enough months after I got ins. The dog blew out her knee. Took to vet they recommended surgery had it done. Filed estimate before surgery 10 days out. Could not get an answer. Day after surgery denied. Turns out the vet had put a single line on paperwork with an error. Talked to Aspca and the supervisor said well you didn't actually file a claim yet so do that with corrected paperwork. Denied again. They give no reason. You have to call and berate the people to give you the reason. 2 agents before the supervisor said they could not anything that supported the denied claim just that it was denied. I am giving them one more opportunity to correct before I hire an attorney. They think the payout on the surgery was decent, they will be paying a lot more when I'm done
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March 2024 by Risa H.
Can't even get the claim to properly submit in the app. Total waste of my time. I don't look forward to spending hours on the phone trying to figure out how to fix it.
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March 2024 by R B.
I have not ever even filed a claim and they just increased my dog's premium almost $60.00 extra dollars a month. I am going to look for another insurance company. Greed!
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February 2024 by Samantha S.
Wow. They will do anything at all to avoid paying out claims in a timely fashion. My cat received surgery in December of last year. I filled out a claim the very same night it happened. It is nearly March, and I still have yet to be reimbursed. I have sent email after email, called multiple times, and followed the directions on their website. And yet, the issue is not yet resolved. I called today to ask that this process be expedited (which I was told to do by an ASPCA representative) only to be told they can't do that, and to call back in yet another WEEK! I asked to speak with a supervisor, and was transferred somewhere, only to be on hold for more than 20 minutes with no communication. I gave up and sent another email. I wish there were better options for pet insurance. I am so close to dropping my policy with ASPCA. If you're looking for pet insurance, my advice is to keep looking. They are horrible.
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February 2024 by Jaime M.
Straight GARBAGE! I have paid for this monthly for 4 years. Now, the first time my healthy dog has ever had an emergency, I have had to use it and my claim is denied. They requested past medical records prior to issue which I provided for the dates that they referenced and the next day claim was denied without explanation. I called to find out why and they said they needed more medical records from further back. I provided them my vet info so they could contact for any records they needed but instead they denied claim. The claim was only for $1400. Thank goodness it wasn't more, I had a false sense of security for so long and this was a wake up call. Will be filing appeal process with insurance board. What a SCAM this insurance has been, regret going with them 100%! @Travjs while I really do appreciate your quick response to my review, I have to ask how can I possibly "support my position" when I wasn't even given a reason for the denial of my claim? I feel like it is clear, and even more after reading others reviews on this site, that this company often denies valid claims. My claim is easy... HEALTHY dog fell ill, went to pet hospital, got treatment for $1400, three days later he is HEALTHY AGAIN. No reason for denying the claim. I have paid diligently on time for nearly 4 years and to deny my claim is ridiculous. If this company can't fulfil their role in the insurance reimbursement process then I should be offered a refund for every one of my monthly payments. That will more than cover the expense of my pets bill. UPDATE 2/20: I have called and spoke with three different reps who admitted that they FAILED to attach the provided documentation from vet to my claim. They all have claimed that they attached it and it would take 24 hours to reopen and approve the claim. I continue to check the site and there are no updates. It still shows denied. So disappointing! How can I find out why it was denied? Status on site only shows denial.
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January 2024 by Shauna M.
I called and spoke with one of their sales representatives about a question I had regarding my online quote for insurance for my kitten. Unfortunately, the representative I spoke with was rude and very unhelpful. I had a specific question regarding the scheduled reimbursement amount for routine dental cleanings with the preventative care coverage option. I just wanted to know whether the amount listed is what I would pay or what I would be reimbursed for. It took 10 minutes and a lot of questions that had already been answered on the online quote, which the rep had pulled up using my email so he already knew the answers, for me to get my answer. The representative I spoke with told me his name was John. He argued with me and told me no supervisors were available when I asked for one. I was planning on using this company for my cats' insurance but after speaking with them, I will be going elsewhere. The rep was incredibly unfriendly, rude, and almost aggressive with his refusal to answer a simple question for me. Now looking at the Yelp reviews, I see this isn't an isolated incident and I'm very glad I am not going with this company.
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January 2024 by Harsimran S.
TRAVIS R. (Business Manager) Your response to all the concerning reviews is that "We are sending this over to our team for review now. In the meantime, please give us a call at 1-866-204-6764, so we may discuss your account in detail" Why are you sending canned responses and what is the point of copy/pasting the same response. Do you think the customers would not have called the number already? Seems like a joke, comment being left to show that you care but you really do not!
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January 2024 by Jayne K.
My 9 year old Lab needed cornea surgery March 2023 for a puncture wound in the eye. Prior to going to the pet opthalmologist I took him to my regular vet for for a check on his eye for excessive tearing. They treated him with 3 different antibiotic drops and it was not responding, so they sent me to a specialist. The cornea surgery cost was just under $3800. I submitted the claim but was only paid at %50 of usual and customary because it was considered a CRONIC issue. This is because he was seen 3x for the same issue. I argued with ASPCA it was an INJURY not cronic issue. nope, I got about $1200 for a policy I've had since my dog was 8 weeks old. This pet insurance is a total JOKE. do NOT get!
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January 2024 by Joseph S.
I have been with ASPCA for around 3 years now. The reason I got the insurance was because we have a German Shepard and they are known to have hip issues in later life and hip surgeries can be very expensive. Heck just taking a dog for a checkup to the vet can get expensive which brings me to my point. I have made two claims with ASPCA insurance the first one took a long time, then they said they paid it and I saw no money in my bank account. The second Vet bill 564.00 also took forever and that one they only gave me 80.00. I understand some of that 564.00 was for medication which they do not pay for, but only about 200.0o of that was meds the other money was for needed shots and lab work, so basically they Paid for the exam nothing else. I will most likely drop them and unfortunately now that my dog is 7 years old I will most likely not get insurance because of the price for an older dog. I just don't get a good feel of setting out several thousand dollars for hip surgery and maybe getting 80.00 back. I will never go with ASPCA again. To add my daughter is going to Vet School and I will tell her not to recommend ASPCA to any of her future patients.
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January 2024 by Danielle L.
If I could give 0 stars I would. I lost my 13-year-old Brittany spaniel to a lung infection that was resistant to antibiotics. They covered $800 of a $13,000 bill and their reasoning was because of a pre-existing condition even though my vet specifically indicated on his medical records/reports that it was not a pre-existing medical condition. Nobody returned my emails or calls once the claim was denied. They were awful through this incredibly terrible time and refused to speak to me about why they denied my claim. DO NOT get this insurance. The policy looks good at first but just read the reviews first... seems like a majority of pet owners had similar experiences to mine.
