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  • Report: #374333

Complaint Review: Petshealth Care Plan - Hartville Group - PETSMARKETING INSURANCE.COM AGENCY INC.

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  • Submitted: Fri, September 19, 2008
  • Updated: Mon, February 23, 2009

  • Reported By:Saint Charles Missouri
Petshealth Care Plan - Hartville Group - PETSMARKETING INSURANCE.COM AGENCY INC.
3840 Greentree Ave SW Canton, Ohio U.S.A.

Petshealth Care Plan - Hartville Group - PETSMARKETING INSURANCE.COM AGENCY INC. Unethical and deceptive Canton Ohio

*UPDATE EX-employee responds: The honest truth....

*Author of original report: Thanx you Jacqueline from Petshealth Care Plan

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I would like to share a complaint that I have filed with the BBB of Ohio as well as the Attorney General's office in Missouri and Ohio. This complany should be put out of business.

I would like to file a formal complaint against PetsHealth Care Plan based in Canton Ohio. Their practices are very deceiving and just plain unethical. I have had a pet insured through their plan since 1998. In the past 10 years I have paid the premium promptly each month and have only made one claim.

Back on August 14th I took my dog to the vet because he seemed to be having problems. At first they thought he had some type of intestinal virus and put him on antibiotics and I was to bring him back in a couple of weeks. He seemed to get somewhat better but we returned on August 16th and they thought he might have Rocky Mountain Spotted Fever. They took blood work and then treated him with additional antibiotics. The blood work came back 3 days later and unfortunately the news was much worse. He was diagnosed with Canine Leukemia. Within two weeks he went completely downhill and we were forced to Euthanize him on August 31st. Understand that I have been insured continually since 1998 on this pet. Now they have refused to pay on a claim from 8/16/08 because they claim that it was a pre-existing condition prior to my policy renewal date of 8/15/08.

If this is the case, it should have been covered under the policy prior to 8/15/08. How can they be allowed to deny a claim that was made when my premiums have been paid monthly for the past 10 years. Not only do we have to deal with the grief of losing our pet of 11 years but now we will not get reimbursed for the cost of his care when I have paid over $2400 in premiums over the past 10 years. This is unethical and should not be allowed. I want my premiums refunded to me for the past 10 + years. This type of poor service should not be allowed. At the very least I expect all my claims to be paid

Katerina
Saint Charles, Missouri
U.S.A.

This report was posted on Ripoff Report on 09/19/2008 09:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/Petshealth-Care-Plan-Hartville-Group-PETSMARKETING-INSURANCECOM-AGENCY-INC/Canton-Ohio-44706/Petshealth-Care-Plan-Hartville-Group-PETSMARKETING-INSURANCECOM-AGENCY-INC-Unethical-374333. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

The honest truth....

AUTHOR: A Former Employee - (U.S.A.)

I'm glad you were able to get your problem resolved with PetsMarketing INsurance Agency.
1.The fact you had the insurance for 10 yrs had little or nothing to do with the decision to cover your claims. The fact that your 1st vet visit on this claim happened 1 day before the new policy year began would have some effect on their decision. Insurance companies can make exceptions but can be held liable to treat all other similiar stituations in the same way. I.E. In your case, if given the reason- "you've been with us for 10 yrs, we will make an exception". THEN anyone of us who has been a loyal Policyholder for long term could file with the state that the company is using unfair pracitices whiile covering your claim and not mine.
2.The fact you filed a BBB complaint, et al, was primarily what got the issue resolved. Not to mention the people working at PetsMarketing are caring, compassionate, and pet owners, and pet loving people. Nearly 100% own a pet or pets. You might say "pets are their passion". My question on this part is did you request an appeal of the original denial of your claims? The Veternarian on staff reviews each and every appeal to make an appropriate decision.

FINALLY, The main problem with Pet Health Insurance is that in the Insurance world and by Insurance Law, Pets are considered property. They may be to us more than that because we all consider our pets like a family member or loved one.

SInce pets are "property" in insurance legality, they come under "Property and Casualty Insurance" along with your car and home. The insurance that is sold is property insurance. For the pets insured by these comanies, it is really an accident policy (like car accidents, home damage claims). It is not a true "health" policy like humans have. ALSO, with PetsMarketing plans and their other company name's plans, all located at the same home office, the plans are structured with the same policy number each year, BUT each year it renews, each policy is considered NEW. Therefore, each condition or Vet Visit will be considered pre-existing if you get care on the same issue in the next policy year.


The difference then between health and property insurance then is where the biggest harm comes to the policy holders of at least this company's policies. I had the oppurtunity to see for myself at the company the finacial and claim statistics when I was employed there. It is astounding how many claims ARE DENIED. I can't remember exactly, but somewhere between 65-75% of claims are denied. Possibly more. It is because, once you visit the Vet for one problem, if you go again for the same problem in another policy year, the claim is most certainly denied. Also, for cancer issues, that creates a whole other problem. IF you are a new Policy Holder it can be argued the cancer was beginning before you purchased the insurance, therefore pre-existing.

I hope this helps someone who might think to buy the insurance. It was admitted within some circles of the company employees, that it was better to take your chances and roll without the insurance or just save away $20 per pet a month to cover any accident or health problems for your pet.
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#2 Author of original report

Thanx you Jacqueline from Petshealth Care Plan

AUTHOR: Kathy - (U.S.A.)

GREAT NEWS

Thank you Jacqueline from Petshealth Care Plan!

It appears that both of the complaints that I filed with the BBB and the Attorney General's office landed on her desk. She was very pleasant and called me at work today. Because I was a customer for the past 10 years, they are making an exception to the plan and will be settling my claims. I told her that it was just a shame that it took me filing a complaint to have this settled.

She was very apologetic and sincere.

See...sticking to your guns does pay off! Since this was outside the plan, I will not be insuring my dogs any longer through them, but at least they were upstanding enough to see their error and correct it

Kathy
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