ComplaintsforWagmo, Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased wagmo pet insurance for my pet. He needed surgery for an undescended t******* and I was told the surgery was necessary. When I filed the claim I was denied because they said it was preventative. They expected me to wait until he had cancer to be approved for this surgery.

  Business response

  04/16/2024

  The Wagmo insurance plan is designed for an active accident, illness, and emergency and excludes coverage for any form of  preventative care treatment.  The handling adjuster confirmed that the visit for the suture removal stemmed from a spay/neuter surgery that was performed incorrectly and not the result of an active accident, illness, and/or emergency.

  The procedure (spay/neuter) is considered preventative care. As outlined in ******************* policy, preventative care is barred by the following exclusions:

  9. Costs or fees for *************** products. 
  10. Costs or fees for *************** including, but not limited to, wellness exams or tests, treatment for ***************, test or diagnostic procedures, vaccinations, flea, and other parasite prevention, spaying or neutering.
  

  ******************* policy does not provide coverage for preventative care and the invoices for the above complaint are not for an active accident, illness, and/or emergency. As a result, coverage is not applicable under the terms of the Policy.
  

  
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in regard to my policy ********************* I received notice via email on December 12, 2023 that my policy would not be renewed for Claims Activity. On December 13, 2023, I formally requested from ************************* an explanation of Claims Activity and where it is defined in the policy, terms or documents provided to me when I signed up for this policy. To date I have received nothing, and it is not transparent in any of your website information.In July 2022, I spoke with ******************* regarding claims for both Tank and *****. At that time, ************ indicated to me that I should file all my claims Wagmo and/or boost insurance would process them ALL and either reject or pay the claims. So, imagine my surprise at now being cancelled for what one of your employees indicated was the correct procedure. Instead of a cancellation, I should be offered other means or methods to keep the insurance especially since Tank is now ill and I will not be able to get coverage since pets are not afforded the same federal insurance laws. I understand that this policy will be cancelled in February. Since the time is so short, I also feel I will need to use as many options as possible to ensure Tank does not lose his coverage.

  Business response

  01/26/2024

  Dear ********************,

  
  We write in response to your letter dated January 12, **** on behalf of the Better Business Bureau regarding a complaint (ID ********* received from our customer, ************************************ 
  Our customer, ***********************************, is the Named Insured under a Pet Accident and ***************** Policy.   In summary, this Policy provides coverage for veterinarian costs caused by accidents and illness, such as exams, x-rays, medical supplies, and hospitalization.  Policy Number ********************* issued to our customer, is underwritten by ************************************ and produced by Wagmo **************** (Wagmo).  Boost ****************, Inc. (Boost) is the licensed claims administrator acting on behalf of ************************************ with respect to any Wagmo Insurance claims. 

  *** *********** Complaint states that she received notice, via email, on December 12, 2023 that her Policy would not renew due to claims activity.  We confirm that such a nonrenewal was provided.  In line with our underwriting guidelines, *** *********** Policy was flagged for nonrenewal due to a substantial change in the condition, factor or Loss experience material to the insurability of the referenced Policy, a permitted reason for nonrenewal under the ******** State Amendatory attached to *** *********** Policy.  More specifically, ************************ has had a Policy with us since February 10, 2022.  During this two-year period, ************************ has submitted 67 separate claims, many of which were repeat visits for the same condition.   

  
  ************************ further states in her Complaint that she was informed by a claim handler that the correct procedure to follow when submitting claims is to file all claims and Boost, as the licensed claims administrator, would process them all and either reject or pay the claims.  Of the 67 claims submitted during the 2 years ************************ has had a Policy with Wagmo, 63 of those claims has been accepted and paid.  The Policy was not nonrenewed due to ************************ following the correct procedure.  Rather, ************************ had 63 claims approved and reimbursed due to her following the correct procedure.  The Policy was nonrenewed as the reasons for many of those claims, including repetition of conditions which normally do not re-present themselves, raised issues with respect to the insurability of the Pet under the Policy.

  
  Notwithstanding the foregoing, given the circumstances and health of the Pet as described by ************************, Wagmo has re-reviewed this matter and reversed the noncancellation.  As such, ************************ received a renewal quote (Quote number *************************) ensuring that coverage may remain in place if she chooses to renew the Policy. 
  We apologize for any confusion or frustration experienced during this process and hope that ************************ chooses to renew her Policy.  If you, or ************************ have any further questions, please do not hesitate to contact us and we will do our best to provide additional information.   We greatly appreciate ************************ as a Wagmo customer and look forward to continuing to be able to service her Policy.
  

  
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I reached out to support to cancel or pause my wellness insurance plan due to financial hardship under my current plan. I am a longtime customer with the legacy pricing plan and I have accumulated enough payments to cover my most recent vet visit, but the support rep still sent me a invoice for $140 even after explaining this. This company has had a better business reputation in the past, but recently theyre taking advantage of those most impacted during this current economy and job market. This business needs a full business review and restructuring to prevent further taking advantage of customers.

  Business response

  12/27/2023

  **************** contacted Wagmo customer support on 12/11/2023 and advised the need to cancel or pause his Wagmo Wellness plan due to financial difficulties and would like to do so before the upcoming payment was due.  The next payment date on the account was due on 12/13/2023.  The customer support representative advised **************** via email that a cancellation fee of $180 would be applicable, if he decided to cancel his Wagmo Wellness plan.  A cancellation fee only occurs if the plan is canceled prior to its intended term and reimbursements have exceeded the amount paid into the plan.  The customer support representative asked **************** how we wanted to proceed.  **************** responded that he was unable to cover the $180 cancellation fee or $20 monthly fee.  He again requested that his Wagmo Wellness plan be canceled or paused.  The customer support representative canceled the Wagmo Wellness plan and emailed an invoice for the cancellation fee, advising that covering the cancellation fee might be a bit challenging right now, so as a courtesy, we've sent over an invoice to be settled at his convenience.  The plan was unable to be paused.  On 12/12/2023, a customer support representative applied a credit of $40 towards the cancellation fee and reissued a new invoice for $140 that **************** can pay at his convenience.  Wagmos Wellness plans are a 12-month commitment, which is noted on the checkout page and in the agreement. 

   

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I notified the support rep of the new card information from the original insurance plan that carried over from the previous year. Although I explained this, the business is still expecting a cancellation fee which isnt authorized or acceptable. For those reasons I will not be continuing any conversations or any additional payments or fees. This company takes advantage of customers and very disappointed with this experience.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  01/12/2024

  Upon further review , we have decided to waive the cancelation fee associated with ***************************** account.  The account is currently considered closed.   

  Customer response

  02/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I emailed customer service to let them know that I was experiencing a financial hardship and I wanted to cancel my membership. I purchased a membership for my cat at $39 which I paid and I purchased a membership for my dog at $59 which I paid upon reaching out to customer service. The customer service rep was not transparent with me about the cancellation policy or I would have kept the policy and I have canceled it because theyre only refunding me a dollar and some change for my $59 membership and a few dollars for my $39 membership this is unacceptable for someone whos going through financial hardship. I depended on getting a full refund to use the money to pay bills. I am a customer service representative myself for a major pet retailer and I always explain things Id someone wants to cancel anything its part of the job to be transparent. I will tell all my pet parent customers to stay away from Wagmo if this is how Im going to be treated.

  Business response

  08/04/2023

  *** ***************************** contacted Wagmo customer support on 7/21/2023 and requested her plans to be canceled due to financial hardships.  The Wagmo customer service representative confirmed that she wanted the plans for both Remy and Spooky canceled.  Upon receiving confirmation to cancel both plans, the Wagmo customer service representative canceled both plans and issued a prorated refund of $29.90 for ******'s cancellation and issued a prorated refund of $1.30 for ****'s cancellation. The Wagmo Wellness Membership Agreement states that after 24 hours of a plan being active, if a Member cancels for any reason, the Provider shall be entitled to retain the entire membership fee.  *** ***************************** requested to cancel the plan after 24 hours , which entitled Wagmo to retain the entire member fee.  The customer service representative decided to issue a partial refund as a gesture of goodwill.  
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was a wellness visit. I knew my insurance was about to expire. S I took ******* to the vet to get all the benefits I had not used yet. While I was there, I asked the vet to give me prescription for her allergy pills which were expired and never used. She was not there for allergies. I spefically asked him to renew the pills only. She was in perfect help. He wrote possible allergies on the medical records and as a result they wont pay for the office visit or blood test. Again she had expired pills so I asked for the renewal. I only said that to the vet. It was a complete wellness visit only. If I knew this was going to cause a drama I would have not asked and gotten them on different day, This is totally not fair. I literally sat there with the app and said what he could do based on my policy limits I still had. I would not have ordered that blood test and he even said most people don't ask for blood test unless symptoms but I knew I had wellness benefits. Wagmo claim number *****

  Business response

  06/02/2023

  The Wagmo wellness plan is designed to pay pet parents back for preventive and routine treatments that keep pets healthy.  The Wagmo wellness plan excludes coverage for any form of  accident, illness or emergency treatment.  The handling adjuster confirmed with ***** at ************ *************** that Madisons visit on May 2, 2023 was due to a medical illness concern related to allergies. Unfortunately, there is no coverage for the fee associated with ******** visit on May 2, 2023 under the Wagmo wellness plan. 
  
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I called and spoke to an agent at wagmo about turning off my auto-renewal as my plan was set to renew on 3/21/23 ( see the contract) I wanted to update the credit card on file and decide if to keep it. The agent said I would have till 3/21/23 to pay the bill or after 3/21/23 the policy would be canceled. On 3/20/23 a get an email saying my policy was canceled. A day before the actual contract cancellation date. I emailed them back on 3/20/23 about why they canceled and they did not reply as I wanted to keep it. I got no reply via phone or email. Now when I call to try to resolve the issue they give me the run around for an error they caused

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Is it easy to submit a claim? Yes. Is it a fast turn around time after submitting a claim? For the most part. But that's where the perks of this company end.The first annoying thing is that there is no phone number to contact them, you just have to rely on email and their chat service. However that is not the most infuriating part of this company. The most ludicrous thing is that my policy was canceled after a year because...I actually filed claims with them and they had to "pay me to much money". That is correct, I was canceled because I used the insurance I paid for. I spoke with the ** and he said their was absolutely nothing that can be done, but if I wanted to in the future I could sign up any other pets I may get with their company. I work in the veterinary industry and will 100% never recommend them to any other clients, nor will I ever use them again. They have comprised the care of my pets that I had insured with them, as they are now no longer insurable with any other company due to pre existing conditions now. This company is a joke and one of the ones that gives insurance a bad name and reputation.

  Business response

  09/23/2022

  Tell us why here..
  ****************** was sent a letter dated May 8, 2022, advising that her Pet Accident & Illness plan would be terminated effective: July 22, 2022.  The policy was non-renewed as a result of increased loss activity, which was material to insurability.   As outlined in *** ******** policy, the policy may cancel or be non-renewed only for the following reasons:

  
  1. Nonpayment of premium;
  2. A loss of or substantial decrease in reinsurance;
  3. Violation of any Policy terms and conditions;
  4. A substantial change in the condition, factor or Loss experience material to insurability;
  or
  5. You materially misrepresent or exaggerate relevant information pertaining to this Policy
  or a Claim.
  
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 28, 2022 Flash (my Pup with insurance from Wagmo) developed a red blister which was a bacterial infection located where his private parts use to be before his neuter on March 3, 2022. That's almost 2 months from his neuter. The vet had to drain it and started him on antibiotics for the infection which happened because Flashs body is allergic to internal stitches which were suppose to disolve but bc he is allergic his body was rejecting them. His claim was denied as they state its excluded as it falls under PREVENTIVE CARE. This is an infection & falls under illness as allergic reaction to stiches was not preventable. Neuter was reccomended by vet & even Wagmo Reccomends it as it prevents cancer, hernias, prostate etc. I knew neuter wasn't reimbursable & never filed claim on neuter. But almost 2 months later gets infection from the stitches and denied bc it's preventable care. The neuter is preventative care and Wagmo REQUIRES OWNERS to take any preventative care measures and require vaccine to protect against tick borne illness- get Lyme shot, parasites- take heart guard monthly, Fleas- apply frontline monthly, dental exam yearly. If you didn't do the required preventative care they would not cover treatment for illness related to not doing required care as it would have been preventable. So Flash had his Lyme shots, frontline, worm treatment, neuter and dental exam will happen once he has all his adult teeth as is just a puppy. So he should be fully covered as we did all the required care & preventative reccomended. No where does it say in exclusions no coverage for illness from surgery or neuter or from wagmos required care or from preventative care & reccomended care. It says in section of Exclusion #** they will not cover costs from preventative care which says includes spaying & neutering. This is not his neuter **** this is an infection almost 2 months later. So if you do preventive care something happens it's not covered & if you don't your not covered

  Business response

  06/07/2022

  *************************** filed a claim under his Pet Accident & Illness plan on April 28, 2022.  After further conversation by the handling adjuster with ************************** ,we changed  our previous coverage decision and accepted the claim.  A coverage explanation letter was sent to *************************** on June 6, ***** advising of the change in our coverage decision and how the policy will apply in this loss.  The policy will apply as follows:  

  
  The total annual deductible remaining less prior losses is $250.
  The total covered expenses were $83.  
  The remaining amount of deductible, prior to a payment being issued on covered expenses is $167.  The policy defines deductible as the amount, whether annual or per incident a customer is required to pay, before the policy will reimburse for a loss. 
  
  

  Customer response

  06/12/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I subscribe to Wagmo. We have been subscribers and loyal customers since 2019. I filed a request for reimbursement after a routine vet visit - part of Wagmo's wellness plan. Wagmo then determined it was not a routine visit, marking it as 'emergency' and would not provide reimbursement.With countless conversations by email, I explained it was routine and preventative, both included in the Wagmo wellness plan.Wagmo's ****s do not make mention of anything that would make this visit not suitable for the reimbursement.

  Business response

  02/15/2022

  The Wagmo wellness plan is designed to pay pet parents back for preventative and routine treatments that keep pets healthy.  The Wagmo wellness plan excludes coverage for any form of accident, illness or emergency treatment.  The handling adjuster confirmed with ****** at ********** that Rebels visit on November 29, 2021 was due to a medical concern and not a routine wellness exam. Unfortunately, there is no coverage for Rebels visit on November 29, 2021 under the Wagmo wellness plan.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩