I continued PetCare Insurance after getting my dog from the Humane Society. In October of last year my dog was treated for gastroenteritis. I submitted a claim and heard nothing from the company for months. In January I sent an email asking if they received my claim and what the status was. They said they contacted my vet for medical records and hadn’t received them. They did not follow-up with the vet or contact me asking for the records. They just dropped it. I followed up and had the records sent.

Two and half weeks after receiving the medical records, PetCare denied the claim. The denial was based on an incident of diarrhea and soft stool in May and June of that same year. PetCare considered the diarrhea from 5 months earlier a preexisting condition.

PetCare responded to my email inquiries on the matter by sending their original claim rejection letter over and over. They did not acknowledge my email, they only repeated their original statement like a broken record. PetCare responded to my phone calls, asking how diarrhea 5 months prior to gastroenteritis could be a preexisting condition, by telling me “I original position is to deny the claim. Someone will get back to you”. Several days later I received the original email from PetCare stating that they have denied my claim. The company is completely unresponsive. I was paying $42/month for this insurance. I would have expected better customer service. I have since moved to PetPlan insurance, which provided more coverage (including congenital conditions), a higher annual benefit amount at a rate that is $10 lower per month.

I trusted PetCare because the Humane Society recommended them but my experience as proved otherwise.