24 Pet Watch Pet Insurance review
I have been a customer, pet owner, with a policy on my dog since 2014, having signed up when I adopted my pet from the Longmont Humane Society in Colorado, July of 2014. I paid just over $40/month, plus a yearly renewal fee of $19.99. Even though I had visits that I could have filed a claim, I basically got lazy and never filed. I kept all my paperwork, and thought I would actually file once for all of them. NOTE: You must submit a claim within 90 days, or they become invalid. Word to the wise.
Last May, our dog had an emergency overnight, 2am wake-up call. We heard her wince and cry out. We searched for her on the bed, as she sleeps with us. We could not find her. I turned on the lights, and found her on her side, on the floor, at the foot if the bed, near an armoire of my wife's. I went to her immediately. She could only lift her head and look at me. I tried to stand her up, but she could not use her legs!! I placed her on the bed gently. We were not sure if she struck her head, broke her neck, or what happened to make her fall off the bed. I searched online for an emergency vet in the area, as we were new to Washington state. I found a vet about 18 miles away that had 24 hour emergency services. We took our dog there, and she actually started to walk again, but was a little "off", and left her in the care of a great staff. We left her for observation for the day. When my wife arrived to pick her up, the vet said she may have had a seizure, and we were to guard her actions for two weeks. We babied her even more than we already had been doing. I added a foot board to the bed to make sure that she never fell off again, either.
I filed my claim the very next day with 24PetWatch, as this emergency visit was nearly $700. (that's also when I found out that claims must be made within 90 days, nullifying all of my prior possible claims). This is where my nightmare began with 24PetWatch.
I was emailed by them about a week later asking for the actual office visit notes from the vet visit. The veterinarian's office faxed the notes as requested. Another week or so goes by, I am contacted by email again stating they need the past TWO YEARS of our dog's veterinary visits from her veterinarians. Mind you, we moved from Colorado to Washington only weeks before!
I began the tedious task of collecting all the documentation from two different veterinarians she was seen by, at the Humane Society where we adopted her, and at the vet we ultimately started taking her to. She NEVER had anything happen to her that was related to this injury/trauma of falling off the bed and striking her head, or having a seizure. But I got 28 pages of various notes and sent the by fax to 24PetWatch as requested. I use a website "GotFreeFax.com" to upload the pages, as I have no fax machine. I received a confirmation email that the pages were successfully faxed.
I have been stuck in a nightmare loop of emails, phone calls, and letters with regards to this claim. I was told by 24PetWatch they never received ANY of the 28 pages I had faxed, and that the claim was closed. I re-faxed the pages again, this time, 32 pages. 24PetWatch asks me for the fax number from which the fax was sent. What?1 I used a website!!! They need a fax number, as that is how their records are stored and recorded. I had to contact the website and ask about this. They gave me the fax number that is used to send the faxes. I provided it to 24PetWatch, they say they have nothing on file from that fax number!! I am fuming at this point! Totally the most unorganized and unprofessional organization or company I have ever had to deal with!!
Different employees at 24PetWatch offer various help and assistance levels with this issue. I went round and round with someone trying to get this straightened out yesterday. I had received an email stating "Thank you for attempting to submit your recent pet insurance claim(s). Unfortunately, we are unable to process your claim at this time for the reasons listed below: 'Missing Claim Form'. To most effectively care for our furry friends, we need all required documents, written legibly, before we are able to process a claim." WHAT?! When I called back, I was told my claim was incomplete because there was no claim form. I explained in great detail that the claim had already been submitted LAST MAY, and that I was attempting to add all the requested information I had been asked for. Apparently, when you fail to meet even ONE SINGLE requirement, your claim is CLOSED, and you need to start FROM SCRATCH Every.Single.Time. !! This was the first person since LAST MAY to tell me this! I was furious! At this point I am ready to just blow the whole thing off, but it is nearly $700 I am trying to claim!
The woman on the phone yesterday told me she would personally attach the previous claim form to the paperwork I have submitted (for the THIRD TIME), and that I should have no further issues with the claim.
Today, I received another email stating "Unfortunately, we are unable to process your claim at this time for the reasons listed below. 'Missing Claim Form'. To most effectively care for our furry friends, we need all required documents, written legibly, before we are able to process a claim."
I called 24PetWatch AGAIN, and had to go through all of this AGAIN with another employee!! At this point, I thoroughly believe this company HAS NO INTENTION of paying this claim. I have had to jump through so many hoops and file again and again and again and make phonecall after phonecall after phonecall for the same claim!
This has been going on for nearly 6 months!! Every time I think it is done and moving forward, I receive another email to the contrary!
I will NEVER recommend this company or its services to ANYONE. I would like to see legal action taken against them. They take months and years of policy payments, and then have no intention of paying.