Katie D.
Turned down claim
We adopted a mixed breed puppy from the Kentucky Humane Society and received 30 days free of Pet First insurance. Our puppy was urinating in the house and we were not sure if it was due to an infection, poor behavior, because we were not letting her out enough or because she had just been fixed. I wanted to make sure I had coverage before taking our puppy to the vet so I called and enrolled in the 30 day free program. I called our vet to explain the situation. I stated that she was urinating on the floor and had been since we got her. The receptionist made a note of our conversation. After several rounds of antibiotics the infection was finally gone. I even continued my coverage with PetFirst after my free 30 days expired. I submitted all the forms for my office visits and tests. I received an email that they needed the vets notes too. I submitted them as well. My claim was denied! The vet office noted that my pup was urinating in the house, since we got her and Petfirst stated that we had no coverage when we first brought her home. They knew what the diagnosis was so it was easy for them to deny. So becareful what you say to your vet office because It could be used to deny your claim.
Response from PetFirst Pet InsuranceFeb 17, 2017
Katie, I am sorry you were dissatisfied with your experience. Unfortunately, pet insurance cannot cover anything that is pre-existing to the policy effective date. We appreciate you making your pet's health a priority and setting up the insurance included with your adoption. We are sorry for any confusion regarding the policy's coverage, and understand it can be frustrating when you receive a denial on something you think will be covered. We appreciate you being honest with your vet about the symptoms, and always encourage candid conversations in order to provide the best health care for your pet, which is our goal at PetFirst. Sincerely, Chelsea M. Digital Marketing Manager