24PETWATCH Complaint

24PETWATCH Complaint

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24PetWatch unscrupulous and deceiving to policy holders - 24PETWATCH PET INSURANCE


I unfortunately did not read reviews of 24PetWatch before purchasing insurance from them - I never would have, had I seen all the negative reviews on multiple websites.

I purchased insurance for my 1.5 year old dog earlier this spring (2017) from 24PetWatch, as their rates were a bit better than some of the other companies we were looking into, and the staff on the phone were quite nice.

unfortunately those are the only positives I can say.

When our dog got injured, they asked for our dogs history, which we expected and provided. They didnt approve the claim. They didnt believe the onset date for the injury, so we had to get our vet to write a confirmation letter of the onset date before they would look at the claim again - so we got the letter from the vet and we sent that in. When 24PetWatch reviewed the vet's letter which very clearly stated the onset date by the vet, 24petwatch didnt believe it and denied the claim until the vet could call them! So we pleaded with our vet to call them (our vet is now wondering and questioning us as to what kinda of unprofessional company 24PetWatch is, as our pets history stated the onset date, then my vet had to write a letter confirming, then a phone call re-confirming). Finally after jumping through hoops 24Petwatch partially approved the claim.
but
the claim was for a knee injury that required surgery. the agents on the phone said that if your claim for diagnosis of an injury is approved, then the treatment of that injury will most likely also be approved. That didnt happen. We submitted all the documentation related to the examination, diagnosis, and recommendation for surgery, keeping in mind 24PetWatch already approved the cost of diagnosis of the injury and the particular injury IS covered under our policy. But 24PetWatch would find every excuse not to pay for he surgery (aain this surgery/treatment IS covered under our policy).
One of their excuses/reasons for not approving reimbursement for the surgery: when my dog hurt her knee we had no idea what it was so we called a family friend (who is a vet) off-the-record and had a casual, informal conversation. The family friend did not perform any examination or diagnosis (as it was a simple phone call from us saying "she hurt her leg somehow what are some things we can do at home?"), but he recommended rest and monitor, as pretty much anyone would do. When we eventually took our dog in to our vet for an official diagnosis when her condition didn't improve, we mentioned t our vet that a friend said to "rest and monitor" which our vet unassumingly wrote down in her notes as she was performing the exam. When we submitted the pre-approval for the surgery, 24Petwatch saw in our vets notes that 'our friend' said to "rest and monitor" and they wanted a signed letter from that person as to who they are, their qualifications, the date of examination, the outcome of the examination, and any advice. I called the agent to clarify that this was a casual conversation we had with our friend, and there was no professional examination or diagnosis or advice given (you can look online and it will say "rest and monitor" for nearly every injury), but 24PetWatch was adamant that they receive this signed letter with all the details, or they wouldn't proceed.
They know fully well there was no examination as this was not a consult with a vet (even tho they ave our vet and the surgeon's official diagnosis and recommendations), and 24PetWatch are asking for a document that they know does not exist because they know we cannot provide it - so they will never have to reimburse us for the surgery.

Very unprofessional, suspicious and unscrupulous techniques from 24PetWatch.

After my experience and reading so many others from multiple sources, 99% being negative - I would never recommend this company to anyone seeking insurance.


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