Ben C.
SCAM
SCAM! SCAM! SCAM! BUYER BEWARE!!! The place we bought our puppy from required we sign up a '14 day trial' with Kanguro, but assured us that we could cancel within that time and not be charged anything. Well, I did just that. I texted and emailed Kanguro that I wanted my policy cancelled immediately, and did so before the trial ended. FYI, you cannot speak to a live agent at Kanguro; they require you to email them or chat with them through text. Even though their website says, "Want to talk to a human? Our customer service team is here to help - contact us now! 888 546 5264", it is a lie... the number takes you to an AI operator that tells you there is no live agent available. I emailed them twice after texting them, before the trial ended, stating, "I am writing to cancel my policy and close my account immediately. I have texted as well. My policy document is attached." 6 days passed, and I received a response to only one of my emails from a 'customer support agent' wanting to 'understand the reasons' that I am 'thinking about canceling' my policy. I was not 'thinking about' canceling; my correspondence made it clear I WAS in fact canceling. Well, they charged my card anyway, and now I am having to challenge the charge through my credit card company and go through that whole process so that they won't continue charging my card. BUYER BEWARE!!!!!
Response from Kanguro InsuranceDec 30, 2025
We sincerely apologize for the experience you described and understand your frustration. We want to confirm that your policy has already been canceled, and we truly regret the inconvenience this situation caused. Our Freelook Period allows customers to cancel their policy without charges when the request is made within the established timeframe. We’re sorry that the cancellation process and response times did not meet expectations in this case. We take feedback like this very seriously, as it helps us improve our communication and overall customer experience. Thank you for bringing this to our attention, and again, we apologize for the inconvenience.