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Complaint Details
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Initial Complaint
10/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 10/16/24 at 3:28pm I contacted Spot Pet insurance in regards to the lack of communication I received in the beginning and the partial refund I received and the representative was not being helpful at all so I asked to be transferred to a supervisor. The supervisor they transferred me to by the name of ****** J was rude, condescending and lacked emotional intelligence. For 45 minutes and 36 seconds everything was my fault according to ****** *. I was blamed for the lack of communication I received upon signing up for insurance, I was told I should have asked questions and the representatives really don't know all the customers information, I was also told that I opted to go paperless when I was directed by the company to complete the documentation on the website upon signing up for the insurance. None of this information was given to me upon signing up for insurance and none of this information is posted anywhere on the website. I never received an insurance card for my pet or anything in writing as of how their company operates and I never received a copy of their policies and protocols. When I asked ****** about copies of the policies and protocols and why nothing in writing is mailed to the customer she kept directing me to a website that leads to nowhere. I was never given the option to pick a billing date and when you go to the website it does not process the questions being asked the website is pointless.Each times I requested to speak to a supervisor ****** stated that nobody was above her and she refused to transfer me but continued to argue with me for 45 minutes and 36 seconds instead of resolving the issue. For 2 days I requested to speak to ****** supervisor and was directed right back to ****** instead of ****** supervisor or I was told the company only has one phone number and they kept apologizing covering up for ****** which is disturbing. ****** should never work in the customer service field disrespecting customers and trying to hide it!
Business response
10/29/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ******* ***** on October 17, 2024, regarding the above- captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am absolutely disgusted with how this company operates considering they affect the lives of sick animals. In September my cat ****** began acting lethargic and refusing food which turned out to be an infected abscess from a cut on her chin that was fully resolved with antibiotics and a minor surgery to drain the abscess. During the operation our vet examined her mouth. Her teeth and gums showed NO SIGNS of any disease or condition outside of the swelling from the abscess otherwise it would have been a discussion between us and the vet and in her records. Her reluctance to eat was caused by the pain of the abscess and the spreading infection. The whole ordeal is what spurred us to get insurance for her so in the future we could get her the best care without worrying about the cost. A MONTH LATER, WELL PAST THE WAITING PERIOD in October, ****** began refusing food. We brought her to the vet and was unofficially diagnosed with stomatitis, since it had not been biopsied for an official diagnosis. Spot denied our claims on the basis that it was a preexisting condition. A NOVEL ILLNESS THAT SHE HAS NEVER BEEN DIAGNOSED WITH OR SHOWN SYMPTOMS OF UNTIL OCTOBER. We tried calling customer service and they were completely unhelpful, only saying that her refusal to eat back in September and now in October makes it a preexisting condition. It wasnt until the second call we made that we were offered to appeal it !! We were asked to send any paperwork to prove it was not preexisting but they already received her full records from the rescue we adopted her from in June and from her home vet. Any person who knows anything about cats knows that a cat refusing food is the first sign that something is wrong, so Spots denial of our claims on the basis of her not eating is just ridiculous. We now have to wait ***** days for our appeal while we are still in the midst of trying to get her back to full health without the security of insurance that we thought we would have.Business response
10/29/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ********* ***** on October 16, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ****** and ********* ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* *****Initial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing a complaint with Spot Pet Insurance for not reimbursing me for covered veterinary expenses. My dog had an abdominal ultrasound on 9/16 and they are saying it is a pre-existing condition because he vomited in March due do a diet change.I have submitted multiple documents to Spot including an email and letter directly from my vet stating that my dog does not have any pre-existing conditions and he is still not diagnosed with *************'s website indicates a problem is no longer "pre-existing" if untreated for 180 days. My dog was not seen for anything at the vet from March 13th - September 19th (190 days) and the two visits were not even related.I would like them to reimburse me for my bill, per my plan and not mark vomiting as a "pre-existing" condition.Business response
10/15/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ******* ******* on October 4, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to theCarrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
10/15/2024
Complaint: 22379752
I am rejecting this response because:
I have not heard from you directly and I am still waiting on a resolution.
Sincerely,
******* *******Business response
10/25/2024
Dear ******* *******,
Spot Pet Insurance (Spot) has received and reviewed the complaint you submitted to the Better Business Bureau (BBB) regarding the above-referenced insurance policy. A signed third-party release allowing us to disclose information to the BBB was not provided, therefore we are responding directly to you in accordance with our privacy policy. We are also in receipt of your letter of appeal dated October 2, 2024 wherein the same concerns are raised. We are responding as the program administrator for the carrier, Independence American Insurance Company (NAIC #*****), a ******** insurance company with its headquarters located at *******************************************************
In your inquiry, you expressed a concern pertaining to Claims ******* and ******* for services rendered September 3 and September 19, 2024, for treatment and evaluation of gastrointestinal symptoms. Explanations of Benefits (EOBs) were provided showing the submitted charges were determined ineligible for coverage as treatment of a pre-existing condition which occurred prior to the July 10, 2024, effective date of **s Accident and Illness Policy, and had not satisfied the 180-day cured condition eligibility requirement to be considered a new occurrence. This determination was based on **s veterinary records provided from ****************************, and MedVet ************, which document the gastrointestinal symptoms occurred March 13 2024, required treatment through May 2024, and recurred September 1, 2024.
Please refer to the applicable excerpts from the medical records obtained from ****************************, ****** ************, and the Accident and Illness Policy as it relates to coverage.
****************************
March 13, 2024: Vomiting eating grass a lot as well recurrent, intermittent GI signs of discomfort and eating grass consider abd u/s [abdominal
ultrasound] if symptoms persist discussed food trial.March 18, 2024: Cerenia for nausea/vomiting
March 29, 2024: Cerenia for nausea/vomiting
September 3, 2024: Cerenia for nausea/vomiting
MedVet Indianapolis
September 19, 2024: ** was presented for evaluation of persistent gulping/hard swallowing, hypersalivating, and eating grass His GI signs have
been intermittent and initially improved on **********. From May- September, he was asymptomatic, however his symptoms resurfaced on 9/1 Overall, a cause for his clinical signs was not identified In March, ** began hard swallowing and panting. He also began compulsively eating grass and would occasionally vomit after. ** was presented to his primary veterinarian where bloodwork was performed. He was started on a 30 day trial of ********** (30 mg PO BID) at that time. His symptoms improved initially, however he began vomiting bile after the trial ended. Cerenia helped resolve his vomiting ** did well from May to September 1st with minimal issues. At the beginning of this month, his symptoms resurfaced and seemed more severe than in the past Onset/duration of problem: April 2024.Accident and Illness Policy (PET-P-20030-0723-(3))
DEFINITIONS
Condition - Illness, disease, injury or change to your pet's health that may or may not show symptoms or have been diagnosed or treated (including but not limited to diagnosed or undiagnosed pre-existing, hereditary or congenital conditions, ligament and knee conditions).
Cured - The point at which a pet is free from a condition, with no further symptoms or treatment.
Occur or Occurrence - When signs or symptoms related to a condition first were observed by any individual, recorded in your pet's medical record, or would have been detectable by a routine physical veterinary exam.
Pre-Existing Condition Illness, disease, injury, or change to your pet's health that first occurs or shows symptoms before coverage is effective or during a waiting period. This includes conditions that are related to, secondary, or resultant from a pre-existing condition.
Symptom - Any change in your pet's state of health, normal function, behavior or appearance, including those that did not require treatment at the time of observation.
CURED CONDITION ELIGIBILITY
If your pet's pre-existing condition is curable and has been cured and free from treatment and symptoms for a period of 180 days it is a new occurrence. This does not apply to ligament and knee conditions.
WHAT IS NOT COVERED
Exclusions
We will not pay for costs associated with or resulting from the following:
r. Pre-existing conditions that occurred on or before the first effective date of the applicable coverage or during a waiting period.
Based on the above information, our review indicates that Claims ******* and ******* were processed in accordance with the terms, conditions, and exclusions of the Accident and Illness Policy. The veterinary records referenced above indicate that **s condition was not cured and free from treatment or symptoms for a period of 180-days from the initial occurrence on March 13, 2024. Please be advised that coverage for any condition is determined based on the occurrence of symptoms consistent with the stated condition, not on the date of diagnosis.
We hope that our response has addressed your concerns, however, if there are additional questions or concerns, we are happy to assist further.
Sincerely,
Spot Pet Insurance program
Customer response
11/04/2024
This case is not closed. I am not happy with Spots response. Id like the case re-opened.Initial Complaint
09/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have paid for pet insurance monthly. Submitted claims for reimbursement on vet bills. Only the first one was paid. After that every one was denied over stupidity reasons. Its doesnt make any sense. They just take monthly payments but dont ever want to pay out the claims. Its absolutely ridiculous and very wrong. Why am I paying for coverage that they never pay out?! I want the claims paid out and refund on the monthly payments Ive made.Business response
10/10/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ******* on September 26, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ive had an incredibly frustrating and disappointing experience with Spot Pet Insurance. Heres a summary of what happened:August 2, 2024: Submitted a claim (#*******) for my dogs treatment.August 7, 2024: Spot requested my dogs previous medical records. I provided all requested documents that same day.August 9, 2024: My claim was denied due to "missing documents."August 13, 2024: I called their support and re-sent the documents. The representative confirmed they received them.September 14, 2024: I emailed them again with the same documents, only to be told they still didnt have them.September 17, 2024: I sent another email with the documents once again, and received a generic response requesting the same records!September 19, 2024: Spot sent yet another email asking for the same documents. After calling and speaking to a representative (*****), she initially claimed they didnt have the records, then confirmed they had received them, promised to escalate the matter and call me back the same day. 5 days passed with no response.This entire experience feels like a scam and an intentional act of insurance fraud. Spot Pet Insurance has been unresponsive, and their representatives keep contradicting themselves. I will be filing a formal complaint with the *** and submitting a legal demand.I want the full reimbursement. I have $4,000 yearly coverage.Business response
10/08/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ********** ******* on September 24, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ********** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Initial Complaint
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Spot denied my claim for vet treatment on 7/18/24. The denial is based on the alleged pre-existing condition, vomiting. My cat is 2 years old and healthy with no pre-existing conditions. The 7/18/24 claim is for vet treatment involving the recheck of a puncture wound my cat was treated for on 7/13/24. On 7/13/24 the wound was clipped, cleaned and the vet provided antibiotics and pain medication. On 7/18/24, I took my cat in for a recheck of the wound. As indicated on the 7/18 medical record, the exam was for a recheck of the wound previously treated. The 7/18/24 record states the "reason for visit - lethargic and not taking RX - Wound is a bit swollen-began after finished pain RX Last seen w Dr. **** 7/13 for Clip and Clean. It also states that my cat was prescribed three days of *************, a synthetic opiate for pain. as denied due to an alleged pre-existing condition. Spot denied the 7/18 claim for recheck of the wound because I stated that my cat vomited when I filled out the online claim form. Solely on that reason, Spot has determined the 7/18 exam was for vomiting. Upon reviewing past medical records and finding a record from March 2024, when my cat had vomited after eating out of the kitchen sink and ingesting dish soap, Spot made the determination that my cat has the pre-existing condition of vomiting. Spot ignores the fact that the 7/18 exam was not for vomiting, but a recheck of the puncture wound and that is why narcotics were prescribed for pain. There is NO mention of vomiting in the records, Spot took that from my online claim form. Further, vomiting is not a medical condition. Vomiting is a symptom. Spot cannot label vomiting as a pre-existing **************'s denial of the 7/18/24 claim based on the self-proclaimed pre-existing condition of vomiting is absurd and clearly bad faith on the part on an insurance company.Business response
10/01/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ******** ***** on September 23, 2024, regarding the above- captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Initial Complaint
09/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
****************** that they will help with dental procedures on my dog's and they refused, requesting so many paperwork and on contract and website says it has 100 at least to cover. They didn't honored anything and they just refound 20dllsBusiness response
09/30/2024
Dear Better Business Bureau,
Spot Pet Insurance (“Spot”) is responding on behalf of United States Fire Insurance Company (the “Carrier”) to the complaint filed by Ismael Vazquez on September 17, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to Ismael Vazquez and the policyholder Mariana Justoniani directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
09/30/2024
Complaint: 22299169
I am rejecting this response because:
In the website they stated that regardless you have $100.00 on dental. Oddie is a rescue dog, and we don't have story of medical, and they never informed that anywhere, if we were known that they would ask for information that we don't have at first we wouldn't get any insurance.They act very sneaky, you can see it in all their website, lack of information everywhere. Even to cancel there is not cancellation menu or link to do it, not even a phone number.
Sincerely,
Ismael VazquezBusiness response
10/01/2024
Dear Better Business Bureau,
Spot Pet Insurance (“Spot”) is responding on behalf of United States Fire Insurance Company (the “Carrier”) to the complaint filed by Ismael Vazquez on September 17, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to Ismael Vazquez and the policyholder Mariana Justoniani directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Business response
10/09/2024
Dear Better Business Bureau,
Spot Pet Insurance (“Spot”) is responding on behalf of United States Fire Insurance Company (the “Carrier”) to the complaint filed by Ismael Vazquez on September 30, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to Ismael Vazquez and the policyholder Mariana Justoniani directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
*Please note the previous response submitted for this complaint was incorrect. Refer to the above*
Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
07/28/2024 filed a claim with spot. They completed claim after not being able to receive documentation from vet 08/23/2024.I requested reopen of claim and provided the documentation they stated that they needed on 08/23/2024. After I filed a customer complaint on 8/23/2024 they provided what documentation I was to provide. I emailed them the information they requested: the doctor notes, and the requested invoice.They completed claim again on 09/05/2024 stating they did not receive documentation they needed. They have been not very communicative during the process of that documentation they needed. Im not sure why they cannot reach my vet as I can easily reach them. I think they deny claims quickly without communicating in order to save money Im starting to think they are a scam insurance company.Business response
09/19/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***************************** on September 6, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ***************************** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance programCustomer response
09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My dogs have never been seen for any type of care outside of normal vaccines. when I set an appt for my dogs I was advised by my Vet that they take insurance and they recommended SPOT. never in my life did i think I would have to jump through so many hoops on a miscommunication from my Vet to Spot insurance. now after countless calls and emails I'm still not getting the coverage needed for my dogs regardless on the communication from my vet to the Spot insurance people worst experience in my life, My Vet has also jumped through hoops trying to fix the miss on their end with no help from Spot Insurance they are not a good business they do not care the amount of proof you can provide I want my money back for months of pain and suffering with my personal time. Pretty sad that my Vet too is very dissatisfied with the treatment as well that she is reconsidering referring people to spot in the future. I have email proof of what was asked from my Vet to provide a resolution where it was provided and still they denied it with no reason as to why.Business response
09/12/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ********* on September 4, 2024, regarding the above-captioned matter. Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ********* directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The ***************** reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance programCustomer response
09/12/2024
Complaint: 22238694
I am rejecting this response because: Its the same bogus answer that they kept giving me about how they dont provide insurance for pre-existing issues. However, my doctors office wrote that it was done in error and by mistake so it wasnt pre-existing at the time they redid all documentation for spot to understand the issue issue and they denied it while taking months to respond charging me hundreds of dollars.
Sincerely,
****** *********Business response
09/20/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow-up complaint filed by ****** ********* on September 12,
2024, regarding the above-captioned matter.Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ********* directly as we are prohibited by law from releasing personal information
without a signed third-party release.Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the
Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Initial Complaint
08/30/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I signed up my kitten BEFORE I got him. He at the time was less than 3 months old. I took him initially to ***** to get his vaccinations. I signed up for the plan that was UNLIMITED after $250 and the wait time was 14 days to do a claim. I had to take my cat to a different vet because he had a swollen belly. They ran blood work and sent home some different medications. This WAS AFTER the 14 day wait period. Therefor they are obligated to pay me back 90% of these bills. THAT is why I took this plan because I can not pay for a lot vet bills if they were to occure. I sent in the vet bill which was itemized and his vet plan. They then asked for his shot record back to end of April 2024. I had sent his shot record that I did when I got him. HE WAS JUST BORN at the end of April so there was no shot record prior to when I did them because HE WAS NOT OLD ENOUGH! I then got an email saying my cat had a name misspelling. That is not true, I then looked at my account, they had TWO ******** listed and charged me a monthly fee for 2 Theodores. There is not two there is ONE! They have tried everything to get out of refunding me the 90% per the policey and their advertising which is the ONLY reason I went with them. The bill WAS after the waiting period, it WAS a sick visit because he had a swollen belly and wasnt eating so they vet had to do blood work. THAT IS A SICK VISIT, NOT a wellness exam. His wellness exam and shots were at the first vet, this vet saw him for sickness and THAT IS COVERED under the plan I had. They still denied it and said it was not done after the time but it was. Then they said his name was wrong and it WAS NOT!! They owe me 90% of the sick visits as advertised and as in my plan. I NEVER would have used them if they were going to lie and not cover bills as I selected. ******** was signed up on JULY 17 2024, his sick visit was AUGUST 9, that IS after the 14 day waiting period. He had NO pre-existing conditions, HE IS A KITTEN and was fine when I got him.Business response
09/11/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ******** ******** on August 30, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The ***************** reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance programCustomer response
09/11/2024
Complaint: 22220282
I am rejecting this response because: There are no files or releases other than what I sent. If they refuse and continue this fraud I WILL have no choice but to pursue other remedies. My cat qualified for refund and WAS NOT previously sick as he is a kitten. I expect the refund.
Sincerely,
******** ********Customer response
09/11/2024
I wish to pursue the media on this one. They are scamming thousands of pet owners and then changing things when its time to refund them. This needs to be in the media. I am SURE there are thousands and thousands going through thisBusiness response
09/19/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow-up complaint filed by ******** ******** on September 11, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
09/19/2024
Complaint: 22220282
I am rejecting this response because: It is NOT the law to not answer through the method I selected. They owe me on the last visit of 90%. The kitten did NOT have pre exisiting anything. They lied and are fraudulent. They have 5 days to pay this before I go to the next step. They are to reply ONLY THROUGH BBB, I will not contact them any other way.
Sincerely,
******** ********Business response
09/24/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow-up complaint filed by ******** ******** on September 19, 2024, regarding the above-captioned matter.
Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release. As noted in our previous correspondence, the related veterinary expenses on the insureds claim have been submitted for reprocessing to allow coverage in accordance with the terms and conditions of the Accident and Illness Policy. The adjustment was deposited to the *** banking information associated with the insureds account on September 9, 2024. A revised Explanation of Benefits has been issued.If there are no additional questions or concerns, we consider this matter to be resolved.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
09/24/2024
Complaint: 22220282
I am rejecting this response because: They have NOT given the money back as they are to. THERE IS NO LAW that prohibits them from responding. THAT is another scam tactic to avoid paying what they are supposed to. I will take this to the media now
Sincerely,
******** ********Business response
10/02/2024
Dear Better Business Bureau,
Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow-up complaint filed by ******** ******** on September 24, 2024, regarding the above-captioned matter.
The company has previously explained related veterinary expenses on the insureds claim were submitted for reprocessing to allow coverage in accordance with the terms and conditions of the Accident and Illness Policy. Further, the adjustment was deposited to the *** banking information associated with the insureds account on September 9, 2024. Accordingly, we consider this matter to be resolved.
Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
If anything further is required, we are happy to assist.
Sincerely,
Spot Pet Insurance program
Customer response
10/02/2024
Complaint: 22220282
I am rejecting this response because: Again, they are coming up with excuses not to pay what is rightfully due to me. I have attached everything and it is public knowledge and view so clearly I dont have an issue with that. I will have to take this further if they continue to refuse to settle and pay what is owed to me. I am done with the games.
Sincerely,
******** ********
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Customer Complaints Summary
101 total complaints in the last 3 years.
64 complaints closed in the last 12 months.