PTZ Insurance Agency, Ltd.

We apologize for the customer’s experience.We have contacted our payment processor, and have
confirmed that the chargeback in the amount of $107.50 had been reversed by the
customer’s bank. We have issued a refund check in the amount of $107.50 which
will be couriered to the customer....

[redacted]Manager, Customer SolutionsT: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We apologize for the customer's disappointment with their recent claims experience.

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We have reviewed the customer's calls with our sales and customer service team, and can confirm that the customer was provided complete and accurate information regarding both her 24PetWatch Gift policy, and 24PetWatch ChampionCare policy.
 
The 24PetWatch Gift policy is a “Named Peril Policy” which includes coverage for the following accident and illness conditions:
 
Upper Respiratory Tract Infection
Urinary Tract Infection
Internal Parasites
Eye Illness
Heartworm Disease
Ear Illness
Mange/Mites/Ringworm
Parvovirus/Feline Panleukopenia
Flea Allergy Dermatitis
Tick Borne Diseases
Foreign Body Ingestion Removal by Endoscopy or Laparotomy
Defined Poison Ingestion
Motor Vehicle Accident
Insect Bites/Stings
Lacerations
Bone Fractures
 
The customer was explained that if there was no lapse in coverage between their 24PetWatch Gift policy, and 24PetWatch ChampionCare policy, any eligible conditions covered under the 24PetWatch Gift policy, would continue to be covered under the customer's 24PetWatch ChampionCare policy. Unfortunately, the conditions claimed by the customer (Decreased Appetite/Soft Stool/Hypersalivation, Episodic Dullness/Decreased Appetite/Drooling/Lethargy/Focal Twitching, and Episodic Dullness/Decreased Appetite/Drooling/Lethargy/Focal Twitching/Suspected Portosystemic Shunt) are not named perils under the 24PetWatch Gift policy, and are pre-existing to their 24PetWatch ChampionCare policy effective November 13, 2015.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Thank you.
Sincerely,
[redacted]

We apologize for the customer’s disappointment with their recent claim experience. As this was the customer’s first claim with 24PetWatch, we require [redacted] complete medical records in order to move forward with processing. As per the customer’s selected policy terms and...

conditions: Section 8: How to Claim A Complete Claim must be submitted for processing. A Complete Claim consists of the; 1. Claim Form filled out and signed 2. Itemized paid invoices 3. Medical records pertaining to the condition and for the time period twelve (12) months prior to the Treatment Date (date of loss) At this time we have only been provided with medical records from March 5th, 2016 to May 25th, 2016 and are unable to re-assess the claim at this time. We have made several attempts to obtain these medical records from the client and are committed to working with the customer to assist in reviewing the claim once we have received the requested medical records from June 2014 to March 2016. [redacted] Customer Solutions Manager [redacted]

We apologize for the customer’s recent experience with their trial cancellation.   On November 28, 2016 the customer sent a message to our Live Chat representatives requesting cancellation of the policy once the trial ends.  The response to the customer advised their options...

for cancellation are email, mail or phone.  The customer submitted a cancellation request via email on December 1, 2016.  The first premium was due to be processed on December 1, 2016.   Due to an internal error that has now been corrected, we did not process the cancellation on December 1, 2016 when the request was received.  We offer our sincere apologies for this error. We have cancelled the customer’s policy effective the end of the trial, November 30, 2016 and a refund of $31.00 has been provided.  The customer should receive the refund in approximately 5-10 business days depending on their financial institution.  The customer will also receive a cancellation letter in the mail. We take our customers’ feedback very seriously as we are constantly looking to improve our product and service offerings. [redacted] Customer Solutions Specialist[redacted]
[redacted]