Complaints

The 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:05/07/2025

  Type:Service or Repair Issues
  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.

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising Issues
  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 made a spot pet insurance payment today for the amount of ***** at 10:13 a.m. and received an email today at 2:48 p.m. saying they had trouble processing payment . I've had enough of this.

  

  Business Response

  Date: 05/08/2025

  Case Number: 23242674
  

  Dear Better Business Bureau,
  

  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ********* on April 24, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ********* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Sincerely,
  Spot Pet Insurance

  Customer Answer

  Date: 05/21/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  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 have pet insurance through this company for my dog Nico.She recently had an issue with an abscessed tooth, which she is still being treated for.The company has repeatedly denied insurance claims, citing a pre-existing condition, because the vet records show she had plaque on her teeth and gum disease signs in the past. The vet has confirmed these are not related and information has been repeatedly provided to the insurance company, yet they are still refusing to reimburse the claims. There will be other claims coming as well as she is still under treatment.

  

  Business Response

  Date: 05/01/2025

  Please see attached.

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23232683
  
  I am rejecting this response because:

  All vets that she has seen have confirmed the medical issue she has is not related to periodontal disease (****** and gums) and is in fact a traumatic abscessed tooth, yet the company keeps trying to deny claims about a traumatic injury based on previous reports of mild ****** and gingivitis on her record from a checkup (not actually a medical diagnosis even related to anything, just a note on a checkup). Even basic understanding of medicine (which this company should have a lot more than a basic understanding) knows that tartar and gum disease is not related to a cracked and abscessed tooth. This is blatant abuse of an insurance company falsely denying claims to prevent valid payouts and this company should be ashamed of this behavior.

  Attaching most recent vet visit that further details the injury and confirms this is not related to tartar or gum disease.

  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/09/2025

  Case Number: 23232683
  

  Dear Better Business Bureau,
  

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up complaint filed by ******* ********* on May 1, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ******* ********* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Sincerely,
  Spot Pet Insurance Program
  PTZ Insurance ***********

  Customer Answer

  Date: 05/09/2025

   
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  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 called to cancel the Pet Insurance Policy in September 2024 and was continued to be charged until I called back today (4/16) but I was told they will not refund the over payment of $423.19

  

  Business Response

  Date: 04/29/2025

  Please see attached.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  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.

  Spot Insurance is trying to not cover things that are coverable under the insurance I pay for because of the vagueness of "pre-existing conditions".Multiple times they have denied reimbursement because they linked things to "pre-existing conditions".- Went to the vet for ****** stool and got the issue diagnosed & treatment/medicine sent home - They told me because in a previous visit (for something unrelated) I had just mentioned to my vet that my dog had diarrhea at one point during my visit and she happened to add it to the visit notes that I mentioned it to her - they said they only look for similar symptoms to previous visits, and that's why it is not covered -I asked him to tell me exactly what the visit said, he said the previous visit only mentioned that she had diarrhea , no test were run and no diagnosis was given - the visit they are linking it to was not treated to be for ****** stool and she was tested and diagnosed - an the reason they linked it was because the vet out in the notes details about the diagnosis and one of the symptoms COULD be diarrhea I clarified that they are only looking for anything with similar symptoms or disease or issues that possibly could have similar symptoms to existing conditions, and he confirmed. I asked that if my dog had cancer and got diagnosed and one of the symptoms was diarrhea they would not cover it and the rep ************** are literally scamming people by not covering things because they use the vague term "pre-existing conditions" to try and cover so many things and not looking at actual facts. looking for anything to try and link things so they do not cover what they state they would cover.

  

  Business Response

  Date: 04/23/2025

  Please see attached.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  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 an ** bill for reimbursement. I have sent them all my receipts 5/6 times and they always want some other one. I sent all receipts since 2020 when she was spayed. They claimed to have called my vet to get them but the vet told them I had to call. When I called them back my vet said she told her that they dont deal with ins companies and that is why they give the customer the receipts. My dog has all her shots on time, she is on flea preventive meds. They want illness records. I told them if my dog is sick I call the vet and they say if she is not better in 2/3 days to bring her in. She is mostly in the house except to go to the bathroom and not around other dogs. For the most part she is a. very healthy dog. I read other reviews on here where they did the same thing. She ate some grapes. My vet said since she was 60 lbs she would probably be okay. About 3 days later she started having diarrhea. After about 3 days of it I took her to the ** vet as my vet does not have er hours. It turns out she had an infection and was dehydrated. They gave her prescriptions and water through her back. She is doing much better. I am a 83 year old woman. I got pet ins thinking they would help. My payments are always on time. I just started this ins in Nov at 63 a month . I think thats part of the reason they are not paying because I dont have a lot build up with them. I hope no one else uses them. I have spoke to person after person sent emails with the receipts and they want more. Hoping you can help. Thank you

  Customer Answer

  Date: 04/11/2025

  I did try to submit the pictures I sent of different bills and appointments but they wouldnt go through 

  

  Business Response

  Date: 04/22/2025

  Please see attached.

  Customer Answer

  Date: 04/26/2025

  They did agree to send me a reimbursement which they said would be here in 7-10 days. Today is 12 days. I called them and they said they tell people ***** business days. I had to wait almost a month an a half for this claim to go through and now I have to wait almost another month for payment. That is ridiculous Im

   

  

  Business Response

  Date: 05/07/2025

  Case Number: 23178490
  

  Dear Better Business Bureau,
  

  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow-up complaint filed by ***** ******* on April 28, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Sincerely,
  Spot Pet Insurance

  
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  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 received a highly inappropriate email at 9:19 a.m. this morning from Spot Pet Insurance saying 'If I don't update my payment information for ****** and ***** my policy will be cancelled'. First, ***** died 10-22-2024 which Spot Pet Insurance is very much aware. Second, I just made payment for ************** policy 03-31-2025. Third, I was told everything is fine when speaking to Spot Pet Insurance's representative 03-31-2025 and never was I told ever since becoming a member with Spot Pet Insurance I had to 'update my payment information' for my policy much less if I did not do so it would be cancelled. This is highly inappropriate behavior on behalf of Spot Pet Insurance. I would like to be contacted please.

  

  Business Response

  Date: 04/11/2025

  Please see attached.

  Customer Answer

  Date: 04/23/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  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.

  This company denies claims that is not in accordance with their policies. They state research that is not listed in their policies. There are complaints all across the internet of their horrible insurance practices. Our accident claim is being denied because theyre claiming a CCL tear is an illness which our vet office laughed at when h told them because theyre claiming were in disbelief.

  

  Business Response

  Date: 03/27/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ***** on March 14, 2025, regarding the above-captioned matter.
  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23064159
  
  I am rejecting this response because:
  the denial was done in bad faith as a CCL tear is NOT an illness. Which is why an appeal was filed on 3/15/25 and a complaint with the DOI.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/02/2025

  Please refer to the attached.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23064159
  
  I am rejecting this response because:
  We do not accept the appeals decision. You are basing your decision on intermittent lameness noted by owner on the 1/15/25 appointment. However, you only asked for records from that date forward. If you did your due diligence as you should when investigating the claim, you would notice that NO lameness has ever been present prior to 1/05/25. Lameness started at that time after she fell in our yard, over a 10 day period until her appointment on 1/15/25. You need to review records in its entirety, not just what you want to see to avoid paying the claim.
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/07/2025

  Please see attached.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23064159
  
  I am rejecting this response because: we submitted an appeal with a new letter from our vet & her entire records showing no prior leg issues which is the so called basis of your denial.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/30/2025

  Please see attached.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  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 pet insurance from Spot on September *******. Since then I have filed claims for his vaccinations with no issues. The insurance reached out to the vet for medical history in which the provided. Jan 30 2025, the dog had to go to the *** I was given a bill and filed the required claim. Unfortunately the vet did not provide the medical history. This is the same medical history that was previously provided twice. I sought the I formation from the vet and was given an 18 page PDF document which I sent over to Spot. I was subsequently told It was not the proper information and they are unable to complete the claim. This is all the information the vet has and the same information that was used last time. Ive now spent $55 per month since the start for them to pay half the first vaccinations. It was $210 and they paid 125. The second set for $54.51 which they covered $0. Now the last bill which was $486.76 which they are saying they are covering $0. The codes also dont match the benefit reports.They reported that those codes are automatically applied when a claim is denied. At a minimum I want people to be aware of this insurance company.

  

  Business Response

  Date: 03/10/2025

  Dear Better Business Bureau

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ******** ****** on February 25, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ******** ****** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance program

  
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  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 1/3/25 my dog suffered a new injury with no prior injury ever occurring to this leg. The Vet eventually identified that the dog had suffered a torn ACL in his leg. I carry accidental insurance to cover these situations. Upon submission of the claims associated with this new injury, all claims were denied under for pre-existing condition determination. The dog has never suffered any injury to this leg prior to the 1/3/25 date as has been proven to Spot via all medical records being provided. They refer back to the policy as justification for denial on the basis of pre-existing conditions in all conversations I have had with them and the *** provided. All definitions for pre-existing do not outline justification for denial. Spot Pet Insurance knowingly and intentionally omits any reference to the term "bi-lateral" in their definitions of pre-existing and what's not covered as methodology to deny claims. They then use this term as a means to deny claims and avoid providing coverage under the plan that has been purchased. Their business practices need to be reviewed as they are knowingly and intentionally writing deceptive policies to simply deny as many claims as possible.

  

  Business Response

  Date: 03/05/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by ***** ******** on February 19, 2025, regarding the above- captioned matter.

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22961905
  
  I am rejecting this response because:

  The representation of how the policy is being depicted to the customer, and in this response, is inaccurate, deceptive, and contains conflictual definitions.

  I have attached a full response in a document form and have attached it here.

  Sincerely,

  
  ***** ********

  

  Business Response

  Date: 03/14/2025

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up complaint filed by ***** ******** on March 6, 2025, regarding the above-captioned matter.

  Thank you for the opportunity to address the continued concerns shared with your office. We have responded to ***** ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.

  If anything further is required, we are happy to assist.

  Sincerely,

  Spot Pet Insurance

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22961905
  
  I am rejecting this response because:

  Spot Insurance has completely failed to respond to this claim and have taken steps to avoid actually answering to this rejection of multiple claims. They have now responded stating that they cannot respond to specific claim issues for privacy purposes, but their initial response the BBB complaint did respond to my issues surrounding my policy and claims.  They have now taken to only corresponding with me directly, of which I have attached their most recent response, and are now taking a different tactic.  They are now providing veterinary medical literature quotes, from the *********************** Surgeons, as an explanation for their denial.  They do not provide this level of explanation or documentation in their policy at any time.  This is clearly an attempt to muddy the waters surrounding their misrepresentations and inconsistencies within their own policies that I have demonstrated.  They are also now focusing on one, and only one claim, in their response when their are three actual visits surrounding this injury that was not previously treated or pre-existing under the guidelines defined in their policy.  

  Along with continuing my discussions with the State of Maine Insurance Division, I will not be engaging with my State Senators and House of Representative, serving in the US Congress, to bring attention to the deceptive business practices utlized by Spot Pet Insurance.  

  
  
  Sincerely,
  
  ***** ********