24 Hour PetWatch Complaint
Pet Insurance Coverage
I just got off the phone and found out that because the onset of my dog's condition was during the 14 day illness grace period after signing up for insurance, they cannot cover her condition any longer. Which I'm hearing for the first time after almost 2 years of having the insurance and having been reimbursed for other claims related to the same condition. I would've kept on paying for the insurance that could no longer cover her heart condition had I not called today to change my address and check on the claim that I submitted a month ago (that I still haven't received payment for). That's when I found out that only part of the last claim would be reimbursed because they classify the denial under pre-existing conditions.
Even though the dog's condition wasn't diagnosed till 9/18/13 and the insurance was bought on 8/1/13, the insurance company proceeded to label her condition before the specialist even had the chance to. They say its because they go by the day of "onset" not diagnosis. The day of "onset" is apparently the date that they got from my primary care vet's notes about her having a heart murmur on 8/2/13; the day after my insurance was effective.
What really upsets me is that they didn't bother letting me know that they will no longer cover her ongoing condition despite it having gotten actually diagnosed over a month after the insurance was purchased, well after the "14 day illness grace period". It's irritating that the day of onset is the day I took the dog to the vet, who with all his expertise, didn't jump the gun for diagnosis and waited for a specialist to look at her for a proper diagnosis. How on earth do insurance agents get to determine coverage based on onset rather than diagnosis? They would've had me making monthly payments had I not actually called and sat on the phone with a bunch of questions today. And although my experience was negative, I have to add that when you do call their customer care, despite the long wait time, they were always courteous and polite on the phone. But that doesn't do much for me when the actual insurance itself is mediocre.
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