Jean's complaint:
July 31, 2013

Insurance Company: PET - Petfirst Healthcare
Coverage Type: Pet Insurance

• PolicyHolder Service - Denied Access to Services
• Claim Handling - Denial of Claim

I took out this insurance in January 2008 when my dog was 4 months old. I was sent a policy in the mail which I have. I have been reimbursed for several claims that were not major as per policy. My dog is now facing surgery for a cranial cruciate ligament repair of the left back knee (CCL). According to my policy this is covered if the policy is a renewal of a Pet insurace policy issued by the company. I have renewed the policy every year by continuing to pay my premiums automatically from my credit card. The company is refusing to honor this policy stating that they sent me a notice of a change in January 2012 with an exclusion of this surgery and management of it. This is not so. The only thing that I received from them online is claim form information when I submit a claim. They have not sent me any policy renewals or update via the internet. I was not even aware that they send out notices via the email. They point to language in the policy that states that they may send out electronic notices unless you immediately inform them that you want to receive these notices by mail. I have never received policy updates from them via the mail or email, nor have I been given an option to receive renewals via mail or email.

I asked them to fax me a copy of the notice that they stated they sent with the exclusions on it. They faxed me a form with exclusions that did not list a revision date at the top of the notice or at the bottom of the notice. In the insurance policy that I have each page has official dates listed at the bottom.

Pet First has taken my money all of these years and is now refusing to pay for this surgery $3200.00-36,00.00. My dog still has $11,000.00 left on the policy that could be paid out for covered expenses.

Jean Kelly

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