Sean R.
One of my pups injured one of the nails…
One of my pups injured one of the nails on her front paw on a Saturday. We applied first aid and watched it. On Sunday morning the nail was inflamed and weeping. Dog was walking on 3 legs. We took the pup to an urgent care vet and got treatment. It was great that the claims process was somewhat automated by using the card. Within a couple of days they declined the claim. I understand that outpatient meds are not covered under my plan, but they denied the office visit fee. The website clearly states that emergency vet treatments are covered. The most frustrating part of this is that they don't have customer support number to call and discuss the matter, email is the only option. This makes managing these types of challenges exceptionally frustrating. I sent a message to the support center asking to speak to a rep and asked to receive a full explanation of my benefits. No answer yet. I may be speaking too soon but unfortunately I feel like this may be a too good to be true product. I'd certainly pay a little more to speak with a rep under these circumstances, rather than the frustration of email after email.