Complaints
Customer Complaints Summary
- 141 total complaints in the last 3 years.
- 66 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/14/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Claim #*******. Of all the claims I have submitted to your company, this is the only one that was denied reimbursement and support. I cannot help but question whether this decision was influenced by the cost of the claimor, more concerningly, by discriminatory practices.The claim was originally submitted on 6/28/25. As of today, despite multiple follow-ups ************ of all requested documentation, the matter remains unresolved. Throughout this process, I received a series of computer-generated emails requesting additional supporting materials, which I promptly provided each time.When I called on July 9, I spoke with a gentleman who reviewed my email and the attachments with me over the phone. I even resent the email during the call and walked him through each document, detailing where the requested information was located. Despite this, I later received another automated email stating that the attachments had not been received, which directly contradicted our earlier conversation.This reliance on automated systems without proper human oversight has been a significant failure in customer service. There should have been a recognition that, given the number of claims submitted related to the same situation, a more personalized and thorough review was warranted. Instead, I was left to navigate repeated miscommunications and redundant requests, which have caused me considerable frustration and emotional strain.The mishandling of this claim and disregard for the submitted documentation demonstrate a lack of compassion, integrity, and professionalism. I am seeking resolution and accountability. If your processors are unable to effectively review documentation, it is imperative that qualified individuals are brought in to handle such matters appropriately.
Business Response
Date: 07/25/2025
Please see attached.Customer Answer
Date: 07/25/2025
Complaint: 23595372
I am rejecting this response because: as it does not constitute a settlement. The attached document contained no resolution or substantive information.
I submitted a veterinary emergency bill totaling $2,853.08. At a 70% reimbursement rate, the expected amount is $1,997.16. However, only $1,785.34 was paid, resulting in a shortfall of $211.82.
I am willing to accept this outstanding amount in addition to the payment already made as a resolution to this matter.
Sincerely,V/r,
Ms. ***** *****Customer Answer
Date: 07/25/2025
Spot has responded outside of the BBB channel via email, providing an explanation regarding the matter. I have attached the correspondence for your review and recommend that this case be closed and marked as resolved.
Had this information been provided at the outset, it could have saved time and effort for both parties. The attachment offers a full account of the situation.
Apologies for any inconvenience this may have caused and thank you for your attention to the matter.V/r,
Ms. ***** *****
Initial Complaint
Date:07/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern,Im filing a complaint against Spot Pet Insurance for wrongly denying multiple claims for my dog, *****, by inaccurately labeling them as pre-existing conditions. I have reached out to their claims team and management multiple times with no resolution or assistance.Claim #******* $1,115.97 (Service Date: 5/5/25, EOB: 5/9/25)Denied for ultrasound and urinalysis related to suspected kidney stones. Spot claimed this was related to a past UTI, though there was no documented history or recurrence that would make this pre-existing. The ultrasound was a diagnostic tool unrelated to any prior issue.Claim #******* $291.00 (Service Date: 5/8/25, EOB: 5/20/25)Denied for an ear hematoma caused by a first-time ear infection. Spot cited possible allergies from 2023, which were never diagnosed or linked to an ear infection.Claim #******* $407.92 (Service Date: 6/30/25, EOB: 7/9/25)Denied for treatment of a second hematoma and infection. Again, they claimed it was pre-existing without any factual basis.***** had never been treated for ear infections or kidney issues prior to these visits. These denials ignore clear veterinary diagnoses and rely on vague notes to avoid paying out legitimate illness coverage. Only $50 was reimbursed out of over $1,800 in ********* requesting a full review and reimbursement of $1,814.89. Spots actions are misleading and unfair to policyholders.Sincerely,********* *****Business Response
Date: 07/25/2025
Please see attached.Customer Answer
Date: 07/25/2025
Complaint: 23590121
I am rejecting this response because: They have made no effort to reach out or respond to me directly on this matter and I will sign any third party waiver from them to prove their has been no action towards a resolution on this matter.
Sincerely,
********* *****Business Response
Date: 08/01/2025
Please see attached.Customer Answer
Date: 08/01/2025
Complaint: 23590121
I am rejecting this response because: you sent the same response as before which is not acceptable.
Sincerely,
********* *****Initial Complaint
Date:06/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had 2 pet insurance policies with Spot pet insurance for years (both are the platinum level accident and illness) - I recently had to take one of my dogs to urgent care and submitted a claim with spot for the visit. The claim came back as denied for reason being "pre-existing conditions that occurred on or before the first effective date of the applicable coverage or during a waiting period" - yet the policy active date is August 6, 2024 - August 6, 2025. The incident date was June 12, 2025 (clearly within the policy active timeline and therefore the reason for denial is not valid. I have reached out on a number of occasions for contesting the appeal with no response or additional review. They have simply collected my monthly premiums and then when needed, denied fraudulently. The full bill was $763.68 of which $610.94 is owed for reimbursementBusiness Response
Date: 06/27/2025
Please see attached.Initial Complaint
Date:06/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted multiple claims since I got my policy with Spot Pet Insurance and none of them have been approved except for a vaccines and their reasoning is that they are all pre-existing conditions related to allergies. In order words, if my dogs gets a bacterial infection or needs a different treatment as his symptoms changed, none of it will be covered because allergies can't be cured. I'm not sure I understand the point of having insurance if they will take every new treatment and related to an uncurable disease that changed which is why he needed a shot vs his previous treatment. For the entire year, we've spent thousands of dollars on my dog's treatments and they have only covered $200 as even for vaccines they reimbursed me less than 10% of the cost.Business Response
Date: 06/25/2025
Please see attached.Customer Answer
Date: 06/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They provided me with the refund based on my complaint.
Sincerely,
***** ********Initial Complaint
Date:05/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Oct 21, 2024, our dog needs to have a sudden surgery because of his raptured ****. This is not a preexisting condition for our dog. We have been paying for the insurance few months before that event. Spot Pet insurance completely denied our claim. They are not an honest company. This is my first complaint ever in BBB. I will never recommend Spot Pet Insurance. They will just take your money and will deny your claim. I am still paying for their coverage of Accident and Illness Preventive- Gold. I thought they will work out my claim but they never did. Very dishonest company. Ill stay away. Claim # *******Business Response
Date: 06/11/2025
Please see attached.Initial Complaint
Date:05/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased spot pet insurance for my dog in march 2024. I have not filed a claim until March 2025. I have made dozens of phone calls to the customer service as to why my process was denied within a few weeks. Spot claimed it is because they did not receive my animal records from my veterinary. I had to do all the processing on my end in order for my claim to be properly looked at. This process took over a month. I again had to contact customer service as nothing has been done after i sent all my pets animal records. They still at this time did not look into my claim until after i called them and they finally started. This was done thursday evening, by monday morning the claim was closed out stating pre existing condition prior to enrollment. I was told i needed to file an appeal for more in depth look. Now spot will not do anything after numerous phone calls and talking to a supervisor. I am only told to wait the ***** days for it to be looked at. I believe they are deceitful to deny me to have me wait now another ***** months to retrieve more money out of me.Business Response
Date: 05/29/2025
Please see attached.Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled the service. I started the service and then I decided to wait. I ASKED THEM to REFUNED MY MONEY. This was last week, they have not refun any of my money and I want it all back..They are a Pet Insurance Company. I bought the pet insurance last week and I cancelled it in the same week. I thought I should wait and I should check them out first. That is way I cancelled. Their company name is Spot Pet Insurance. I have called every day and I have gotten NO where with them.Business Response
Date: 05/27/2025
Please see attached.Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We initially filed a claim on Jan. 11, 2025 with SPOT for an accident that occurred on Jan. 4th, 2025. We pay $24.45 a month for their accident only coverage for our two dogs. The original claim was denied due to them stating that it was an illness and not an injury which we then appealed because the veterinarians had deemed it an accident. They denied the appeal even though they acknowledged that it was an accident because there was no specific place and time listed, even though both are stated in the medical records. It is clear that they have nets put in place in order to not pay their customers back even if the claim is legitimate. If you look on any quorum or reviews about the insurance company, it is clear that we are not the only ones to be accosted with such an issue and many believe the company to be a scam. Additionally, in order to file claims with them you have to continue to pay for their insurance. So while you wait months for a response, they are collecting money that you will not see a dime of when it matters. We are looking for a refund for all the months we paid for insurance coverage and the claim paid in full.Business Response
Date: 05/22/2025
Please see attached.Customer Answer
Date: 05/22/2025
Complaint: 23304206
I am rejecting this response because: the company never addressed new claim. They said that they responded and the only response given was that the appeal needs to be sent to their appeals email address. I sent the appeal to the address and they have since not responded.
Sincerely,
***** *****Business Response
Date: 05/30/2025
Please see attached.Initial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took my dog to a new specialist after he started having problems with his hind legs. I already have been a customer with SPOT for years. I specifically chose them because they claim to cover accidents and emergencies, but they denied my claims, stating that it was a pre-existing condition, despite the vet saying it was a new condition based on the presentation and progression. I have seen countless other similar incidents reported, and I cannot believe they have an A+ rating. They seem to be ready to take people's money to cover standard vaccines, covering only a fraction of the cost, while denying anything else, grasping at notes claiming anything is related and thus pre-existing.Business Response
Date: 05/22/2025
Please see attachedInitial Complaint
Date:05/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had been paying $71 for the past year for my dogs insurance. The reason why I got it in the first place was so I don't have to pay 10k+ out of pocket if something happens again like it did 2 years ago. He hasn't been having any issues until the past month where I spent 1k+ . Only to find out that apparently nothing that I would actually want to get covered is. 1. He had some sort of neck spasm, took him to the vet and he got better. He's never had any sort of neck issues before. Well apparently the neck is related to the back, and since he had a back operation now the neck issue wasn't covered. 2. He's been having allergies non stop. Come to find out, they said 'back in 2019 he an allergy" so due to the fact that when he was a puppy and I asked the vet about possible allergies, and even tho for the past 6 years he never had 1 issue, that was " a pre existing condition and it will not be covered" what the h*** am I and have been paying for!? At this point everything is "a pre existing condition" at this point, I feel like I have been taken advantage of and paid over $850 for the past year for absolutely nothing! Also, now I am rather taking this personal because I just don't feel like that is right. You can just take advantage of people this way. As of now, I have canceled my policy, I don't want anything to do with spot, I feel like I am owed the money for which I have payed for the policy while it was active. And I will not stop going through every possible way of doing that until I do so. As I've said, at this point it's personal and I will go to great lengths to make people aware of this and post it everywhere including Bbb unless I get my full refund of when the policy was in place. When I spoke to a representative, she said "those are our terms " okay, it would have been nice when I was signing up that you had mentioned them to me, there fore I would have never purchased the policy and continued to pay for 1 year.Business Response
Date: 05/23/2025
Please see attached.
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