LS
They don't check emails or call for records.
I am requesting urgent reconsideration of Baloo’s $734.27 claim #8726744 for his September 15, 2026 emergency visit to VEG San Ramon. The claim was denied under code 20 because Spot reportedly could not obtain his medical records. This appears to be a processing error. I forwarded VEG’s complete clinical record and itemized invoice to records @customer.spotpet.com on October 4 and sent both again that same day in response to Spot’s request. Spot Customer Service confirmed on October 7 that the information had been forwarded to its claims department. The payment receipt and itemized invoice were also submitted in September. NO ONE FROM EITHER THE VET OE THE INSURANCE CALLED ME TO COMPLETE OR HELP FACILITATE THIS CLAIM. IT WAS DENIED FIE LACK OF PAPERWORK 👀 ..... Please address the following promptly: Spot: Confirm that the October 4 clinical records and itemized invoice were received and indexed to claim #8726744, and explain why the claim was denied for missing records. Spot: Reopen and reprocess the claim without requiring a new submission, and provide a timeline for a revised determination. VEG: Confirm whether you received a records request from Spot and resend the complete clinical record directly to both Spot addresses, copying us, if needed. It is frustrating to receive a denial for documents we already provided multiple times. Please coordinate directly and confirm receipt and next steps within two business days.
Response from Spot Pet InsuranceOct 19, 2026
We're sorry hear that you had a frustrating experience, and this is not the experience we aim to provide. Our team does reach out directly to veterinary clinics to request medical records, and we follow up multiple times to help ensure we get what’s needed. Unfortunately, if we don’t receive a response after repeated attempts, we may reach out to the pet parent as an additional option to help move the claim forward and avoid further delays in processing. We understand your frustration and if there’s anything we can do to make things right, our team is here to help at 1-800-905-1595 (M–F 8am–8pm, Sat 9am–5pm EST)