ComplaintsforSpot Pet Insurance Services, LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I enrolled with Spot Insurance for my two cats in June 2024. (cats are as of today 11 months old). My cats were two months when I adopted them. (got full vaccination). Cats did not go see a Vet (because they were fine/no need to go see a vet) until late July 2024 when they got sick. I then submitted two claims for both cats. (Koda/claim *******) (Star/claim *******). After submitting the claims on the Spot App, **** said they would not reimburse me because they needed to have a pet vet record since January 2023 (no record to give them because cats did not need to go see a vet. they were not sick). I emailed them to tell them I did not have any records, yet they won't reply to me saying they will close the claim in 3 days if they don't receive the records. nothing was mentionned about that when I purchased the insurance. This is a scam obviously. I want me refund as soon as possible. This is false advertisement. The two invoices in attachment are under my husband's name but I paid for it. invoice paid under *********************************. From what I read, this is typical of them. They do not reimburse clients. SCAM. Please help me with this claim. I spent $887.02, it's a lot of money, Whats the point of having insurance? This is their message below. We need your pets medical records!We cannot process your claim until we have your pets medical records and physical exam notes, also known as "SOAP notes.Important: Your claim will be closed in three calendar days if we do not receive this information.We have already contacted *************************** to request your pets records. We recommend you follow up and urge them to provide the following documents as soon as possible:Medical Records from 1/1/2023 to Present Submit your pets medical records and exam notes using the button below or email us at ***************************

  

  Business response

  08/26/2024

  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 August 13, 2024, 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 response

  08/26/2024

   
  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

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed my first claim, #*******, on 7/16/24, the day after a vet visit to investigate a growing mole on my dog's leg. The claim was rejected and I was informed the mole was a "pre-existing condition" because I had first noticed it a year ago. I have since discovered that this mole has been present for the majority of his life. It was not symptomatic, diagnosed, nor treated at any point prior to this vet visit, as noted in my vet's notes from 3/6/24 (and previous visits) AND documented in timestamped photos from my camera roll. My waiting period ended on 11/1/23. I provided photographic evidence that the mole had started to grow after 12/30/23 and before 3/10/24. Our vet aspirated the growth on 7/15/24 and recommended cytologic imaging, due to connective tissue cells that could be indicative of a low-grade sarcoma (cancer). The imaging specialist's results were inconclusive, but they, along with my vet, recommended removal and biopsy. I submitted my vet's estimate to Spot Pet Insurance and it was also rejected on the same grounds. I followed-up immediately with an appeal including photo evidence of the A) lack of growth over previous years B) growth that did occur within our policy window WITH timestamps and C) the mole being present when he was a puppy. I have yet to hear back. This growth was never symptomatic, diagnosed, treated, nor affected my dog's health before our policy was active. This was not a pre-existing condition. Had I known that a molecould be considered a pre-existing condition, I would not have enrolled in pet insurance.Had I refrained from getting pet insurance, the $917.60 given to Spot Pet Insurance would have served me better in a high-yield savings account & used for this surgery. Should Spot Pet Insurance decide to continue to move the goalposts of what is considered a pre-existing condition, let me be completely clear. I will not be denied a refund of 100% of my money that I did not receive services for in any way, shape, or form.

  

  Business response

  08/26/2024

  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 August 12, 2024, 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 response

  08/26/2024

  I have received the businesss response. I responded the same day with my two appeal attempts (attached, that were not received) and requested my appeal be processed accordingly with the additional information. I am again waiting for a response from the business to determine whether this matter is resolved.

  Customer response

  08/27/2024

   
  Complaint: 22131066
  
  I am rejecting this response because:I have received the businesss response. I responded the same day with my two appeal attempts (attached, that were not received) and requested my appeal be processed accordingly with the additional information. I am again waiting for a response from the business to determine whether this matter is resolved.
  
  Sincerely,
  
  *************************

  

  Business response

  09/05/2024

  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 August 27, 2024, 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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolute worst. They claim anything is a pre-existing condition. I have a HEALTHY dog and we took him to the vet when we first got him bc he had a little limp and I didnt really trust who we got him from. Long story short it was just a sore paw. I got spot ins about 3 months later believing it would be a good thing to have. 5 months after my policy started my dog got hurt and i took him to the vet and the insurance denied the claim bc of pre-existing conditions. I let them know that 1- it was a different paw and 2- it was an accident so it should be covered by my accident coverage and the person I spoke to was so rude. He said it was denied because he was limping and anytime they use the word limp or limping it would be denied. So i asked If he were to get hit by a car and break his leg and was limping the claim would be denied? And he said yes, any mention of limping and the claim will be denied. So i tried to appeal, sent 4 emails and called multiple times to no avail. No one would answer or respond, but the moment i said i wanted to cancel they sent me an email less than an hour later that my policy was cancelled. Such poor customer care and overall lack of respect for their members.

  

  Business response

  08/26/2024

  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 August 12, 2024, 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 response

  09/05/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I filed a claim with Spot , under their premium care coverage, they give the run around about notes. Notes are sent from vet. That declined coverage of several hundred dollars after months of back and forth. They have deceptive advertising leading an agent to tell me that she wished I would have joined on the phone and not at work. My service dog, my young Doberman and 4 cats are are platinum plan. They have wellness coverage. Of a nearly 500 bill for senior preventive care I was paid 73$. Strike 1. It's not clear what they reimburse in the ads, agent even said it. July 18, my dog became ill, I suspected lymphoma. My greatest fear was confirmed a few days later. Waiting for the reimbursement I put on credit cards and borrowed to pay for her care. The agent spent hours going in circles. Literally I got momma bear angry. I said I would do whatever was necessary to make sure they were held accountable. *******, a self proclaimed empath asked if I was threatening her! No joke. Spends hours on the phone with me trying to mind s**** me, and make me happy. I swear she repeated her version of the truth, never listening to what was said. Fast forward to chemo day #1 today. My dog died in ***** tonight at home. I hold them responsible. They drag their feet on every claim. False advertisement of services and cost my dog her life. My service dog for PTSD. My lifeline. I want legal investigation and any possible action taken. My money back

  

  Business response

  08/13/2024

  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 July 30, 2024 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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claims: ******* and ******* My appeals for coverage were denied due to pre existing conditions, however, according to Spot Pet Insurances website, an injury or illness that is curable, cured, and free of treatment and symptoms for 180 days will no longer be regarded as pre-existing. Cryptorchidism is a curable condition and my dog was free of treatment for more than 180 days. It should have been covered, but instead of an approved appeal for the claim, I received an email not only denying coverage, but also reinforcing my reasons as to why it should have been covered.My dogs cryptorchidism as evident by Spot Pet Insurances long dive into his medical history was OFFICIALLY diagnosed on July 3, 2023. Previous to this date, cryptorchidism was presumed, NEVER confirmed. Our plan began on June 29, 2023.Additionally, Spot Pet Insurance mentions cryptorchidism is covered by their policies under Hereditary and Congenital Conditions. At its earliest, cryptorchidism can be diagnosed at 8 weeks old. The earliest Spot Pet Insurance offered coverage is also 8 weeks old. Taking into account their 1 week waiting period, there is no logical way this condition could possibly be covered by their plan. As a customer I feel SCAMMED and LIED to by not only them as a company, but also their customer service team who assured me an appeal would be processed to correct this mistake. I am appalled by how corporate greed has crawled its way into this company. I originally picked Spot as my preferred pet insurance due to their mission: Our mission is to create a more caring world by helping pet families get their pets the care they need to lead longer, happier lives together but after what *** witnessed and dealt with these are just fake promises and dirty lies to reel people in.

  

  Business response

  08/09/2024

  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 July 25, 2024 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 response

  08/09/2024

   
  Complaint: 22044238
  
  I am rejecting this response because:
  
  

  These terms were not clarified nor made clear on the website. Had I known, this would be SPOT PET INSURANCEs response to this issue, I wouldve NEVER signed up for a plan with them.

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

  

  Business response

  08/19/2024

  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 August 9, 2024 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 response

  08/19/2024

   
  Complaint: 22044238
  
  I am rejecting this response because:

  this Is not what theyve been promoting on TikTok or their instagram accounts. 

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They promoted a referral program and they refused to pay when I participated as a member. Anyways I stopped using their service because of this reason but still I still have to right to receive the $500 Im being owed

  

  Business response

  08/05/2024

  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 July 22, 2024 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 response

  08/06/2024

   
  Complaint: 22026685
  
  I am rejecting this response because: 

  I didnt violate any of your terms and conditions, and all I did was refer my friends which was not even appreciated. 
  This isnt the first time I recommended good platforms to my friends either theres a reward for it or not. 
  But making promises and trying not to fulfill it, is wrong.
  
  Sincerely,
  
  ***************

  

  Business response

  08/21/2024

  Dear Better Business Bureau,

  Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the follow-up from your
  office dated August 19, 2024, regarding the above-captioned matter.

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

  The customer expressed concern(s) pertaining to not receiving rewards from our Refer-a-Friend promotion.

  On January 4, 2024, the customer purchased an ********************** policy (Policy) for his pet through Spot, underwritten by United States Fire Insurance Company (USF), which went into effect on January 5, 2024. Coverage determinations outlined below were made per the applicable language outlined in the Policy.

  On January 9, 2024, the customer sent us an email inquiring about how the Spot Refer-a-Friend program works. We responded with an
  apology and advisory that the Refer-a-Friend program expired on December 31, 2023. Our response was not accurate, as the Refer-a-
  Friend program had been extended to June 30, 2024. We apologize for the confusion. Please see the following links below for more
  information regarding our Refer-a-Friend program:

  Refer-a-Friend landing page **********************************

  Refer-a-Friend terms and conditions *****************************

  A review of our records indicates the customer referred a total of 16 people spanning from November 28, 2023, to December 1, 2023.
  Only two of these were successful converted referrals, however rewards for these two users were not sent due to the customers account
  being flagged as fraudulent. This was triggered by potential factors, including but not limited to: being referred by another user that is
  flagged as fraudulent, referred users having the same email address naming convention (firstnamelastname#@gmail.com), or other
  factors.

  We received the customers email inquiry regarding the status of the rewards on April 2, 2024. We sent a response the following day
  informing the customer that their account and subsequent referrals have been flagged as potentially fraudulent, and that rewards were
  not being issued for this reason. Please refer to the Refer-a-Friend terms and conditions link above for more information.

  Based upon this information, our review indicates the customer is not entitled to the referral rewards. As stated in our April 3, 2024,
  email response, we take the integrity of our referral program very seriously, and we have protocols in place to ensure that it remains fair
  and transparent for all participants. Further, the customers policy for his pet was cancelled on June 5, 2024, effective April 5, 2024, due
  to non-payment of premium. Notice of this was sent to the mailing address on file via **** Mail by us on May 1, 2024.

  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 response

  08/21/2024

   
  Complaint: 22026685
  
  I am rejecting this response because:
  I followed the terms and conditions according and all I can see is Spot pet trying not to pay what they promised.
  Sincerely,
  
  ***************

  

  Business response

  08/27/2024

  Dear Better Business Bureau,

  We are in receipt of your follow-up inquiry dated August 21, 2024. Spot Pet Insurance (Spot) is responding on behalf of United States Fire Insurance Company (the Carrier) to the complaint filed by *************** on July 22, 2024 regarding the above-captioned matter.

  The customer is rejecting our previous response. However, there isnt any additional information to address.

  Our review indicates the customer is not entitled to the referral rewards. Further, the customers policy for his pet was cancelled on June 5, 2024, effective April 5, 2024, due to non-payment of premium. Notice of this was sent to the mailing address on file via **** Mail by us on May 1, 2024.

  Accordingly, we consider this matter to be closed.

  Sincerely,
  Spot Pet Insurance program

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an insurance policy with spot for the last year. I wanted to add preventative coverage, and the app stated I would have to come back on July 18 to do so. Today, July 18, it says I have to wait until July 18 of next year. I called, and the person said they could sometimes add coverage the day of, but when she came back I was informed I would be unable to. I was informed I was sent only 1 email, on May 11, which I did not receive, and no other info on the site was changed to let me know I cousk do anything before the 18th. This is very misleading and manipulative, as well as dishonest. Particularly since dealing with my pets health. I would like a resolution, as I'm still not sure why I was unable to add coverage to my plan. Especially since the site clearly states I can alter coverage at the beginning of a period.

  

  Business response

  08/14/2024

  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 July 19, 2024 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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is unacceptable for any pet insurance policy holders to pay an on-going monthly premium for a zip code where they and the pet no longer live. Because yearly premium increases are linked to zip codes (and monthly payments), it makes no sense for adjustments not to happen when people move. No one should be locked into a 11-month policy (or less) overpaying for a policy that is linked to a zip code where the pet no longer resides. If car insurance companies understand and alter their policies and prices based on the zip code where the car resides, there is no reason why this should not apply to a living being. Attached is the renewal policy where it specifically states the following: "Your premium is based on where you live and the age and breed of your pet." It does not state that the yearly policy (or monthly premium) is unalterable due to any zip code change during the yearly policy's duration. Once a person moves with their pet, it only makes sense for the policy holder to be paying for that policy based on the current zip code of their new location, not overpaying for a place they no longer live.

  

  Business response

  07/31/2024

  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 June 16, 2024 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 response

  07/31/2024

   
  Complaint: 21995180
  
  I am rejecting this response because:  I have not received any communication from Spot Insurance regarding this complaint.  The email received on the BBB website regarding my complaint is a blanket response Spot Pet Insurance uses for all the complaints filed against them (as there are many).  In addition, they can discuss the issue at hand (opposite of what was stated in their email), as HIPPA privacy laws do not cover animals.  My complaint against them still stands, as it is an example of fraud.  I am deserving of a pro-rated refund from July 19 until the new policy begins.  Their reply to my complaint (solving nothing) is delay tactic as they have no intention of helping me or solving the issue.  More complaints with other entities will be filed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2024

  The customer response was sent to the email address on file on July 26, 2024.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They sent me a notice stating my rate was going to increase by $30 , so I started to shop around and spot was one of the policies that a quote was requested from. Then I had moved so I changed my address and received a notice stating my insurance plan was actually only going up to $57 from $55. So I decided to stop shopping around and just stay with them. Then I received a third notification stating my insurance was going to go up from $55 to $80.. mind you this whole year I was not able to use the insurance because he had increased his limit last year. So I have been paying a premium every month without getting any service. I have been with spot for maybe 2-3 years, they had all my dogs records. Recently my dog broke a tooth so I took him to the vet, and he had to have it taken out along with a few others. So I submitted my claim , and all the sudden spot asks for all his medical history again. Which they did have.. but I guess they are just trying to find something. They stated that a vet prior to having joined spot stated my dog had a dental disease ..and from there they concluded that they will not reimburse for anything because now they are blaming it all on the disease even though stormy did not have a stage 4 disease, and the current vet also stated that and this vet had taken X-rays and everything else. So I am curious as to how a vet that stormy was take to, only to get shots not an exam had all these statements to make when he did not even examine my dog. Now looking at all the complaints it seems they are doing this to many others.

  

  Business response

  07/22/2024

  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 July 8, 2024 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 response

  07/23/2024

   
  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Spot in 2022 and I was not given an option for anything higher than $5,000 coverage. I had trouble completing the sign up online and I had to call them. On the call, they confirmed the plan but never offered any information about unlimited coverage being an option. Now I signed up for a new plan with unlimited coverage but they will not accept it since I have the first. Spot will not let me change my benefits and said I would have to cancel the plan and start anew and they will not cover a lot of what they would on the original plan since it would be a new plan. They will not cover common issues and it seems that they are just trying to save money and not help an existing customer. I find it hard that they are threatening to cover less if I was to up my plan. I always wanted unlimited and would have signed up for it but it was not an option although they say it was. I spoke with ***** who also made a lot of assumptions which concerns me.

  

  Business response

  07/12/2024

  Dear Better Business Bureau,

  Spot Pet Insurance Services, LLC (Spot) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***************** on July 2, 2024 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. 

  Spot Pet Insurance Services, LLC

  Customer response

  07/15/2024

   
  Complaint: 21877753
  
  I am rejecting this response because I did not see anything attached. 
  
  Sincerely,
  
  *****************

  Customer response

  07/26/2024

  I am not aware of any response from spot

  Customer response

  07/29/2024

   
  Complaint: 21877753
  
  I am rejecting this response because:No, I do not accept this since they claim to have replied to me whereas I have no such response. 
  

  Thanks,

  ****
  

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

  

  Business response

  08/07/2024

  The attached response was sent to Mr. Dyne via email on July 16, 2024.

*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. ↩