ComplaintsforManyPets Pet Health Insurance

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a one year subscription for pet insurance. At the end of the year, they sent me a renewal email about auto renewing my policy. Hidden deep in the email was a note about a price increase. Without giving my consent, they doubled the premium of the policy that I pay monthly. When I called to dispute the charge, they did not offer any refund.

  Business response

  04/11/2024

  
  
  
  
  April 8,2024
  
  VIA BBB website
  
  Better Business Bureau
  Attn: Customer Relations Representative
  
  Policy No.                                : 1-MPI-OR-09-01415257-01
  Policy Period                           : 12/7/23 to 12/6/24
  Case #                                     :21527492
  Consumer Info                        : *************************
  Name of Pet Insured              : Peppina
  
  
  Dear  BBB, 
  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer *************************.    ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
  POLICY
  
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-OR-09-01415257-01 for Peppina with effective dates December 7, 2023 to December 6,2024 issued to *************************.  The insured is provided coverage under the Accident & Illness with the following coverage limits of 90% of each approved claim with a $750 deductible annual deductible.
  
  Under this policy, Accredited insureds a Blue Heeler (dog) that lives at the insureds location ***********, **.
  
  CAUSE OF COMPLAINT:
  
  The policyholder complains that they received a renewal email at the end of 2023 about auto renewing the insurance policy.  The policyholder also complains that the price increase was hidden deep in the email.   Finally, the policyholder complains that ManyPets doubled the monthly premium without their consent and requests a refund of $215.96.  This equates to premiums covering the billing periods December 2023, January 2024, February 2024, and March 2024 at $53.99 per month.
  
  When the policy renewed in December 2023, the premium increased by $13 per month, from $40.99 to $53.99 per month.
  
  On April 3,2024, the policyholder canceled the policy. At cancelation, we processed a prorated refund in the amount of $5.51 which covers the billing period April 4, 2024, through April 6, 2024. 
  
  ManyPets Response:
  ManyPets disputes the complaint that the price increase was hidden deep in the email.  Confirmation email dated December 7, 2023 is attached.
  ManyPets disputes the complaint that the monthly premium doubled in price.
  ManyPets confirms the policyholder was notified via email on October 22, 2023, that the policy was up for renewal and the rate would increase to $53.99.  October 22, 2023 was 46 days before renewal.  Email document attached.
  ManyPets confirms the policyholder received a renewal email confirmation on December 7, 2023. 
  
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
  Should you have any questions or comments regarding our handling on your behalf thus far, please feel free to contact the undersigned. 
  
  
  ********************* Customer Support Manager
  ********************
  
  ENCLOSURES:
  
  Insurance policy
  Renewal notification
  Renewal confirmation
  Sincerely,
  The ManyPets team

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disputing a coverage rejection by Many Pets. My dog ******* (an 8 year old whippet) was diagnosed by a cardiac vet in May 2023 with mitral valve disease and DCM (dilated cardiomyopathy). He was put on medication to help his heart.-********* was new to me in Jan 2023. Mitral valve disease is considered a pre-existing condition by ALL pet insurance and usually no insurance will pay for that. ********* however had a statement on their website that said "they WILL cover pre-existing conditions if the pet goes without symptoms, treatment, or diagnosis for a period of 18 months."-******* came to live with me in January of 2021. He had not been diagnosed as having mitral valve disease, he had no symptoms, and had not received any treatment for MVD. He had a low intensity heart murmur in the 2 years before being diagnosed by the cardiac vet. I believed he qualified for coverage after diagnosis in May because he had not had any symptoms, treatment or diagnosis during that period. I'd had him for over 2 years by then. I submitted a claim for reimbursement, they denied it -I called ********* to dispute the rejection. The person I talked to on the phone was unaware of the promise on the website to cover pre-existing conditions so I sent her a snip of it.-They rejected it again. I said I wanted to talk to someone in management.-Management agreed to review the issue and rejected it again saying they believed it was a pre-existing condition. I rejected their findings. They agreed to send it to a '3rd party vet' for eval. They came back with a final rejection then.-I don't believe they ever sent the request to arbitration, because:A) I never received any documentation it was reviewed by a 3rd party.B) My dog also has an enlarged heart. I stated treatment should be covered because an enlarged heart is not a "pre-existing condition". I stated this multiple times, but they chose to ignore it.They should cover his DCM as its a separate issue.

  Business response

  01/23/2024

  We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and **************  ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:
  
  Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7th, 2024 issued to *********************.
  
  ManyPets received the claim with a date of loss of May 8th of 2023 for aa echocardiogram, radiographs, and cardiology consult. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, *******. Upon reviewing the records, the adjuster identified cardiac issues started on February 4th of 2021, which was prior to the effective date of the policy (January 8th, 2022).  As a result, a pre-existing condition was added to the policy for the heart murmur which increased in grade over the life of the pet.
  
  We refer you to Section 3. What dont we cover, sub-section 3a Exclusions, which states:
  3 What don't we  cover?
  3a Exclusions.
  We don't pay for:
  - Claims for accidents or illnesses that meet the definition of a pre-existing condition.

  As well as page Section 6 Definitions we Use on 15 of your policy documents:
  - "Pre-existing condition" means any condition for which a veterinarian provided your pet medical advice, the pet received treatment for, or the pet displayed signs or symptoms consistent with the stated condition in the ********************************************* during the waiting period. 
  
  When we review medical records, we notate any signs or symptoms of a condition within 18 months of the policy. In ******* case the review was as follows:
  
  ********* heart murmur was first noted in our medical record review on 2/4/21, and was noted on each subsequent visit, this is directly associated with ********* pre-existing condition of Myxomatous Mitral Valve Disease. The symptom that prompted examination by a cardiologist was determined to be a syncopal episode (fainting), which is also a cardiac condition, thus relating to the previously diagnosed Myxomatous Mitral Valve Disease.
  
  After the initial dispute request, we sent ******** entire claims file, medical records,and invoices to our 3rd party veterinarian. Per our 3rd party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPets policy.
  
  We did share this information with ***** however we do not disclose the information behind who the veterinarian is for their privacy. Our marketing material does state that if the pet goes symptom free for 18 months, then yes,we can remove a condition however ******* heart murmur was noted on the subsequent visits meaning since there was notation of the murmur still being present in turn relating it to the pre-existing condition.
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.
  
  Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.

  Customer response

  01/24/2024

  I have attached a word document with my response.  Please let me know if you need further information.

   

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

   

  Business response

  02/07/2024

  Dear *****,
  
  We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and ********* ****  ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:
  
  Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7th, 2024 issued to *********************.  
  
  Although the pre-existing condition is noted as mitral valve disease, Findleys condition is part of his cardiac issues which has unfortunately progressed from mitral valve disease to dilated cardiomyopathy. As stated in your letter, dilated cardiomyopathy is a secondary condition to mitral valve disease, in turn not allowing coverage for cardiac issues per the policy which you purchased. Since the evolution of cardiac issues has progressed visit by visit, the cardiac issues are pre-existing on Findleys policy as the cardiac issues were present prior to the policy effective date.
  
  After the initial dispute request, we sent ******** entire claims file, medical records,and invoices to our 3rd party veterinarian. Per our 3rd party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related and secondary to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPets policy.
  
  All potential policyholders have the ability to enroll with ManyPets based on the information they have provided to us as eligible criteria during the enrollment process. All potential policyholders have the ability to review the multitude of information provided on the website regarding how ManyPets insurance policy claims are processed. It is ManyPets process to review the medical records provided at the time of a policyholders first claim. ManyPets does this so that we can ensure we are following ManyPets policy and review records within our promised time frame. We outline the condition(s) along with dates so each of our policyholders are made aware of what we are unable to cover due to a pre-existing condition.
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.
  
  Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
  

  Customer response

  02/14/2024

  BBB: TO WHOM IT MAY CONCERN;

  I have attached a document with more information to be provided to *********.  My claim is I believe that my pet insurance should cover his treatment for Mitral Valve Disease and Dialated Cardiomyopathy which has since progressed into Congestive Heart Failure.  I believe his heart issues were caused by a bacterial infection that he developed over a full year before his heart disease progressed.  I believe this because at the time of his bacterial infection there was no sign of a heart murmur.  The heart issue showed up a year later as a 4/6 heart murmur and an enlarged heart.  ******* had a streptococcal bacterial infection in July of 2022.  Streptococcal bacterial infections can cause inflammation of the heart wall between the two sides of the heart and can cause heart murmur, and mitral valve disease.  My dog had a 2nd recurrence of the bacterial infection a month later also, in August 2022.  My vet insurance has completely overlooked this possibility, saying that his mitral valve disease progressed over time.  If that was true then why would my dog have no signs of a heart murmur at the time of his bacterial infection?   ********* is claiming that his enlarged heart (DCM) is caused by the the mitral valve disease, and there is absolutely no proof of that.  Please submit my latest response.  I believe that this disease was caused by a bacterial infection, not by a progression of a heart murmur which disappeared completely in July 2022.

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

  Business response

  02/28/2024

  Dear *****,
  
  We appreciate this opportunity to reply to the Complaint filed by Complainant ********************* that was received by Accredited Surety and **************  ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:
  
  Accredited issued Pet Insurance Policy 1-MPI-WA-09-01420206-00 for ******* with effective dates January 8th, 2023 to January 7, 2024 issued to *********************.
  
  ManyPets received the claim with a date of loss of May 8rd of 2023 for an echocardiogram, radiographs and cardiology consult. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, *******. Upon reviewing the records, the adjuster identified cardiac issues started on February 4th of 2022, which was prior to the effective date of the policy (January 8th, 2023).  As a result, a pre-existing condition was added to the policy for the heart murmur which increased in grade over the life of the pet.
  
  We refer you to Section 3. What dont we cover, sub-section 3a Exclusions, which states:
  
  Regarding the bacterial infection you mentioned on 7/2022 and 8/2022. In the medical records that we have received from Mountain ************************ indicates the following:
  7/12/2022: Developed a large lump under right ear. Skin/Haircoat: Swelling on the side of face. Multiple lipomas. Heart/Cardiovascular: Grade II/VI, Left systolic murmur. Murmur Stable.
  7/19/2022: ********* care and treatment for the lipomas. Abscess was cultured and clavamox was given.
  8/11/2022: Tooth extractions. Mass evaluation and cytology. Preanesthetic considerations: Heart Murmur.
  
  Currently the records that we have on file do not support that the abscess and lipomas are the cause of Findleys Mitral Valve Disease. However, if they were the cause of the heart issues the 7/19/2022 and 8/11/2022 dates are still prior to Finleys policy inception of 1/8/2023 are still considered a pre-existing condition. If there is more information that we may not have please send this over and we would be more than happy to review them in accordance with our policy.
  
  Our policy outlines in section 4. "How ********* Policy Works" of your policy. "In the event of any disagreement between you and us concerning a claim, the matter will be referred to a veterinarian of our choosing. If the issue is not resolved, an independent third-party veterinarian shall be appointed by us and agreed to by you. This independent third-party veterinarian's decision shall be final and binding on all parties." ***** requested our third-party service and we proceeded to send Findleys entire file to them for review. Neither ManyPets nor the policyholder had direct contact with the veterinarian. The third-party veterinarian made their decision based solely on medical records and letters. The third-party veterinarian determination was that the heart murmur was first noted in the medical records on 2/4/2021 and is directly associated with the pre-existing condition of Myxomatous Mitral Valve Disease. The symptom that prompted examination by a cardiologist was determined to be a syncopal episode (fainting), which is also a cardiac condition, thus relating to the previously diagnosed Myxomatous Mitral Valve Disease. Per the third-party veterinarian, all current diagnostics and treatments are correlated to a condition that started prior to January of 2023. This concludes that the syncope episode is related to Myxomatous Mitral Valve Disease and is a pre-existing condition, which are not eligible for coverage per section 3a of the ManyPet's policy.
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.
  
  Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
  
  Regards,
  
  ManyPets

  Customer response

  03/03/2024

   
  Complaint: 21065002
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  03/12/2024

  Hi *****,

  Please see attached response. 

  Best,

  ManyPets

  Customer response

  03/12/2024

   
  Complaint: 21065002
  
  I am rejecting this response because Many Pets is completely ignoring my statements.  Many Pets did not provide a copy of the letter from your 3rd party vet who supposedly reviewed ********* file.  You keep stating that ********* issue is a pre-existing condition according to your policy, but your policy doesn't list ANY SPECIFIC PRE EXISTING CONDITIONS THAT YOU DON'T COVER.  NONE.    I will be filing a complaint with the ************************ regarding your handling of my claim. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my pet insurance policy with Many Pets in June and received written communication that my policy was cancelled. However, they have continued to charge me $33.93 every month for the policy since. I reached out in September after realizing I was still being charged, received written confirmation again via email that my policy shouldve been cancelled, and was refunded for the incorrectly charged months. I asked for them to permanently delete my information from their system (especially my credit card number) and was told they were working on getting it resolved. I have since been charged again in October and November. I dont know why its taking so long for this issue to be resolved.

  Business response

  11/22/2023

  Please see Accredited Surety and ***************** **** response to Complaint ID ********.  If you have any questions, please do not hesitate to contact the undersigned.

  Regards,

  Skye ****************.

  ************* Officer

  Accredited Surety and ***************** **** 

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

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In doing research for pet insurance, ********* seem to be a good resource for pet insurance for my 4 year old Pit Bull. However, I was mistaken. Prior to me getting pet insurance, my dog sprained his leg and had to have TPLO surgery. Prior to the diagnois of that, ********* denied the claim for the medication or anything related to that leg because they considered it as a pre-existing condition. I didnt agree but didnt argue because he did have a sprain. However, months after he had the surgery on his left leg, he injured the right leg and had to have the exact surgery for that leg. In looking at the policy, it was not clear to me that ********* considered that an inclusion in the policy. The verbage was unclear for me but probably easier to understand had I been in the pet insurance business. After the surgery of the 2nd leg, I attempted to submit a claim and was immediately denied stating this was listed as an inclusion and not covered under the plan. I explained to the reps that this information was unclear to me and not easily understood in the jargon that was listed in the policy. The company didnt seem to care and just stated, "My hands are tied"! In the process of me attempting to dispute their decision, ********* didnt have an issue in obtaining their monthly premium from my bank account, but not able to help me in a way that mattered to me. When talking to the Claims Manager- *******, she didnt appear willing to hear my side and just referred to her experience in the pet insurance business without showing much regard for her customer. I'm very dissappointed in the service that I've received from this company and will be searching for another company who can meet my pet care needs.

  Business response

  11/08/2023

  We appreciate this opportunity to reply to the Complaint filed by Complainant *************************** that was received by Accredited Surety and ********* ****  ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf.Accredited has reviewed and responds as follows:
  
  Accredited issued Pet Insurance Policy 1-MPI-**-09-01398869-00  for Cash with effective dates November 18, 2022 to November 18,  2023 issued to ***************************.   A copy of the Policy is attached.
  
  ManyPets received the claim with a date of loss of October 3rd of 2023 for a TPLO surgery for the right hind leg. Per our policy terms, an initial medical record review was performed by the adjuster to determine if any pre-existing conditions were present for the pet, Cash. Upon reviewing the records, the adjuster identified cruciate ligament issues with the left hind leg was diagnosed on September 6th of 2022, which was prior to the effective date of the policy (November 18, 2022).  As a result, a pre-existing condition was added to the policy for the cruciate ligament.
  
  We refer you to Section 3. What dont we cover, sub-section 3b Exclusions, which states:
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.
  
  Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
  
  Regards,
  *********************
  US Compliance Officer
  ***************
  
  
  

  Customer response

  11/08/2023

   
  Complaint: 20777795
  
  I am rejecting this response because: I do not feel that information was displayed in laymans terms where normal folks who dont work in the insurance  business  would understand and after I submitted the first claim? ** could have gone further to explain the policy and reiterate the second leg would not be covered in the event it was injured especially knowing the chances are great for the 2nd leg to have the same injury after the first has occurred. I feel like that clause is just a way to get out of covering and injury that the company knows is bound to occur. 
  
  Sincerely,
  
  ***************************

  Business response

  11/29/2023

  We appreciate this opportunity to reply to the additional information filed by Complainant *************************** that was received by ***********************************  ManyPets, **** is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. Accredited has reviewed and responds as follows:
  
  Accredited issued Pet Insurance Policy 1-MPI-**-09-01398869-00 for Cash with effective dates November 18, 2022 to November 18,  2023 issued to ***************************.   A copy of the Policy is attached.
  
  We disagree with the statement that the exclusion of pre-existing conditions is not displayed in laymens terms. ManyPets has purposely published this information in numerous spots on their website, which the Complainant accessed to purchase the policy.   We have provided the attached screenshots of the numerous instances where pre-existing conditions are discussed, in terms the general public would understand, on the ******************************** website.  
  
  Again,we refer to the policy wording which it states in Section 3. What dont we cover, sub-section 3b Exclusions.  Further,Section 6. Definitions we use defines Pre-Existing Condition.
  
  We believe that ManyPets and Accredited have provided not just sufficient, but clear, concise, and easily understandable, information relating to the coverage for pre-existing conditions.  The information is located throughout the website and in the policy.   We encourage policyholders to carefully review the policy to ensure that it meets their needs and understand both their and the companys responsibilities and obligations if a loss occurs.  
  
  Further,it is consistent throughout the pet insurance industry that pet insurance does not usually cover pre-existing conditions, but a pre-existing condition will never prevent a policyholder from obtaining pet insurance.  The intention of pet insurance is to protect pets for things that might happen in the future, not in the past. 
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its rights to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defenses in the future.
  
  Please do not hesitate to reach out to the undersigned with any questions or requests for additional information.
  
  Regards,
  *********************
  US Compliance Officer
  ***************
  
  
  

  Customer response

  11/30/2023

   
  Complaint: 20777795
  
   A month after Ive filed a complaint, my monthly premiums has increased. How convenient. I dont need another response from *********! Theyve made their decision and so will I. 
  I am rejecting this response because their response suits their decision to pay the claim, End of story. No other response from ********* is wanted or needed. I will be discontinuing my policy with them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up 3 animals for the exact same plan. 1 animal was given a larger deductible against my wishes. I did not find out until I filed my 1st claim. I called to get it fixed and was denied my service, and refused to honor the claim for the current bill.

  Business response

  06/29/2023

  Please see attachments for response. Thank you.

  Customer response

  06/29/2023

   
  Complaint: 20192390
  
  I am rejecting this response because: As stated, the policy was done via internet but I did not choose the $500 deductible option. In fact, I received numerous quotes to see what would better be equipped for my family. I chose the $250 deductible. In addition, once I realized there was a mistake it was brought to the company's attention, and my response was " Well we don't offer the 250 deductible anymore so we can't help you". 

   I am happy to pay any back premium. That would've been due in order to have his policy have the ****** deductible, I have several policies with them and just want what I signed up for. 

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

  Business response

  06/30/2023

  
  
  
  
  June 29,2023
  
  Better Business Bureau
  *********************************************************************
  
  Case #                                             :20192390
  Consumer Info                            : *****************************
  
  
  Dear ******************, 
  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer ******************************   ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
  POLICY 1-MPI-AZ-09-01346591-00
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01346591-00 for *** with effective dates March 30, 2022 to March 30, 2023 issued to ******************************  The insured is provided coverage under the Accident & Illness with the following coverage limits:
  
                Co-insurance:                90%
                Annual deductible:      $250
  
  POLICY 1-MPI-AZ-09-01346588-00
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01346588-00 for Axel with effective dates March 30, 2022 to March 30, 2023 issued to ******************************  The insured is provided coverage under the Accident & Illness with the following coverage limits:
  
  Co-insurance:                90%
                Annual deductible:      $250
  
  POLICY 1-MPI-AZ-09-01347411-00
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-AZ-09-01347411-00 for ****** with effective dates March 30, 2022 to March 30, 2023 issued to ******************************  The insured is provided coverage under the Accident & Illness with the following coverage limits:
  
  Co-insurance:                80%
                Annual deductible:      $500
  
  The Complaint alleges that Complainant did not intentionally agree to a different co-insurance and annual deductible for the policy issued for ******.  However, Accredited maintains the position that the customer agreed to the terms of the policy.   Complainant purchased the three (3) above policies on the ManyPets website and selected the options for all three (3) policies herself.  While we can understand Complainants frustration, Accredited had all available deductible options available and had no involvement in the selections Complainant made.  Therefore, for the claim reported for ******, the $500 deductible applies. 
  
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
  Should you have any questions or comments regarding our handling on your behalf thus far, please feel free to contact the undersigned. 
  
  
  ********************* Customer Support Manager
  ********************
  
  ENCLOSURES:
  
  Insurance policies
  
  
  

• Initial Complaint

  06/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted the company speaking to their representative who stated the policy I chose in a recorded call had no deductible deciding to proceed and paying my monthly premium. When speaking to their representative ******** yesterday was told my pet *******'s policy has a fiver hundred dollar deductible which is simply not true as either the representative lied to me when purchasing the policy or assigned incorrectly. I asked to speak with ********'s supervisor where after an extended wait an individual named ***** took the call asking if I had read my policy despite making her aware I was misled into purchasing this policy for ******* where the company's representative stated to me at this monthly price I would have a zero and not a five hundred dollar deductible the company is now stating.I have asked for the call to be pulled and listened to where I expect the company honor the zero dollar deductible at this price as was told to me by their representative or want to be fully refunded. Thank you.

  Business response

  06/22/2023

  We reached out to our policyholder directly and resolved the issue.  The customer no longer wants a refund and requests to remain with our organization

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I quoted on Manypets.com two weeks ago and received an email saying "We saved xxx's quote" from them a few days later. After doing some more research, I've decided to purchase their plan. I opened that email, clicked on the "Use this link to continue with your quote" link and did see the plan that I was planning to buy. I double-checked my pet's profile before checking out since I'm a cautious person, however, when I come back to the plan details page, I suddenly found that both the reimbursement % and annual deductible amount of my policy are different, and there was no way for me to change it back.I called their customer service and was simply told that the plan I selected is no longer offered to new customers. No explanations, no apologies, and no help. But I was able to see it when I first open the email, then it was gone just because I reviewed my pet's info which has nothing to do with the plan I'm trying to get? I understand that changes happen, but if you tell your customer that their quote is saved, then you should keep the promise and at least honor this plan to those who already quoted for it, instead of letting the customer blame themselves for clicking that stupid "pet details" button all day long.

  Business response

  03/10/2023

  March 10, 2023
  
  VIA BBB website
  
  Better Business Bureau
  235 *************** #***
  *******, ** 30303
  Attn: Customer Relations Representative
  
  Case #                                              :19540788
  Consumer Info                              : **************
  
  Dear Customer Relations Representative,   

  
  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer ************** (Consumer).    ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite on its behalf. ManyPets has reviewed and responds as follows:
  We understand that Consumer obtained a new business quote from ManyPets but did not immediately purchase.  It appears she returned to the quote approximately two (2) weeks later and certain options were no longer available which increased the premium.   While we do save the quote if not immediately purchased, the quote is not saved indefinitely.  Accredited and ManyPets can only guarantee the quoted premium for 24-hours after the quote has generated.  This is and has been our standard operating procedure. 
  Further, the statements about not being able to purchase the same co-insurance and deductible options as Consumer was quoted is correct.  During the at least two-week period between the quote and when she attempted to purchase, an underwriting decision had been made to remove the 90% co-insurance and $250 deductible options on a countrywide basis. Those options are no longer available to any consumers.  We understand Consumers  frustration; however, this was a business decision to ensure the continued financial stability of the ManyPets Program for the benefit of our policyholders.    
  ManyPets and Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
  Should you have any questions or comments regarding our handling on your behalf thus far,please feel free to contact the undersigned. 
  
  
  ********************* Customer Support Manager
  ********************

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased health insurance on my puppy back in July through the company, Many Pets. They automatically draft the policy's amount monthly, so I didn't have any problems paying. Fast forward, my wallet was stolen in the beginning of October, and I had to cancel all of my cards. I honestly thought I continued all of my auto payments once the new card was received, but Many Pets slipped my mind.On October 30th I received an email from the company stating that they have terminated my policy due to none payment. I called them on the next business day explaining what happened in hopes to being able to pay and continue with the same policy. I was told that they can no longer honor that policy because I was sent an email about the none payment before the termination. That part isn't true. I was told that they have record of me receiving and opening the email. I asked for the proof and still haven't received it. I tried to explain that there is no way I received an email about the none payment and I ignored it. I went through my trash and my junk mail and did not see anything from Many Pets. I know I wouldn't have purposely let this lapse because my puppy recently had surgery, so I know for sure that I needed this coverage. It was a lot of back and forth but nothing was done on my behalf. I was told that I can start a new policy, but any previous conditions will not be honored. This is where the problem comes in. I cannot start a new policy and not have my puppy's leg insured, and I honestly feel like this is why I didn't receive anything other than the cancelation email. I feel like my policy was dropped purposely. Again, I would never let this policy drop knowing all the money that I've had to put out for my puppy. I feel like this is very unfair. I've called and sent emails asking to speak to someone in higher demand only to be told that they'll be in touch, but I still haven't spoken to anyone about my policy being reinstated.

  Business response

  11/28/2022

  November 28, 2022
  
  VIA BBB website
  
  Better Business Bureau
  235 *************** #***
  *******, ** 30303
  Attn: Customer Relations Representative
  
  Policy No.                                        : 1-MPI-LA-09-01371232-00
  Policy Period                                  : 7/18/22 to 7/17/23
  Case #                                              :18446734
  Consumer Info                              : *****************************
  Name of Pet Insured                    : Bleu
  
  
  Dear ******************, 
  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer *****************************.    ManyPets, **** (ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
  POLICY
  
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-LA-09-01371232-00 for Bleu with effective dates July 18, 2022 to July 18, 2023 issued to ****************************** The insured is provided coverage under the Accident & Illness with the following coverage limits of 100% of each approved claim with a $250 deductible annual deductible.
  
  Under this policy, Accredited insureds a ********* Terrier (dog) that lives at the insureds location ********, **.
  
  CAUSE OF CANCELLATION:
  
  The Policy at issue was cancelled due to non-payment on October 30, 2022 retroactively to midnight STD on October 24,2022.   Our review of this matter shows that ManyPets contacted **************** via email advising that we had trouble billing her credit card,  and that the Policy would cancel if payment was not received before October 30, 2022.   The attached documentation shows that the Many Pets email sent on October 23, 2022 was read on October 24, 2022.  Further, a Notice of Cancellation was sent via email on October 24, 2022.  We would like to note that the customer had opted-in to electronic communications so this was the preferred method of communication between ManyPets and ****************.  
  
  **************** contacted ManyPets via telephone on October 31, 2022 and via email on November 4, 2022 to discuss the matter; however, made no effort to contact us prior to the October 30, 2022 deadline for premium payment.  Per the Complaints own submission to the Better Business Bureau, she was aware that she had cancelled all her credit cards in October 2022 and that she failed to contact ManyPets to provide her updated credit card information. 
  
  Reinstatements are not standard business practice when a policy cancels due to nonpayment;however,  because we understand Ms. ******* concerns and the circumstances at issue in this matter, we have waived this rule for this Policyholder and will allow for reinstatement.  Reinstatement is currently in process and **************** will be advised shortly.   
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
  Should you have any questions or comments regarding our handling on your behalf thus far,please feel free to contact the undersigned. 
  
  
  ********************* Customer Support Manager
  ********************
  
  ENCLOSURES:
  
  Insurance policy
  Cancelation notice
  Proof of delivery

  Customer response

  11/30/2022

   
  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

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I 1st started my many pets pet insurance plan a little under a year ago for my cat, chicken. After 2 months into my policy he was diagnosed with diabetes. Hes been doing well and has been receiving treatment, with many pets reimbursement per my policy's guidelines, up until now. On October 3rd I had some fraudulent activity on my debit card I contacted my bank and was sent a new card in the mail however this affected my auto billing for my many pets plan which drafts on October 7th. On October 19th after recieveing my new card I logged into my many pets account, only to see that it had been canceled as of that day. I contacted many pets and spoke to someone who told me that the plan as of 12 am on October 19th been canceled but being that I was calling within a 24 hour period to update my paymeny It shouldn't be a problem to get the policy reinstated. I was told my issue had to be escalated to a supervisor and I would hear back the following day. 5:36 PM on october 20th i recieved an email stating that they could not reinstate my previous policy but that I would be more than welcome to join in 18 months after my pet showed no signs or symptoms of diabetes. I called many pets **** # again and spoke to supervisor that escalated my situation yet again. It had not even been 30 days from the policy billing date for this to occur in fact it had only been 11 days since the 1st attempt of taking the funds from my account, and for many pets to cancel my policy with no help and now i can not find any insurance that covers preexisting conditions for my pet. I called on the date of the policy canceling this should not have been an issue to reinstate and/or if there was nothing that could be done not telling me I had to wait another 18 months to receive coverage. I am disgusted and still have yet to receive a response about the escalated attempt for the new 2 times that has been done thus far.

  Business response

  10/25/2022

  
  
  
  
  October 25,2022
  
  Better Business Bureau
  235 *************** #***
  *******, ** 30303
  Attn: *********************
  
  Policy No.                                      : 1-MPI-**-09-01336160-00
  Policy Period                                :February 7, 2022 February 6, 2023             
  Case #                                             :18301933
  Consumer Info                            : ******************************;           
  Name of Pet Insured                 : Chicken
  
  
  Dear ******************, 
  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by Consumer **************************************   ManyPets, ****(ManyPets) is the Managing General Agent and Third-Party Administrator authorized by Accredited Surety and ***************** **** (Accredited) to underwrite and adjudicate claims on its behalf. ManyPets, **** has reviewed and responds as follows:
  POLICY
  
  ManyPets and Accredited issued Pet Insurance Policy 1-MPI-**-09-013361610-00 for Chicken with effective dates February 7, 2022 to February 6, 2023 issued to **************************************  The insured is provided coverage under the Accident & Illness with the following coverage limits:
  
                Co-insurance:                90%
                Annual deductible:      $250
  
  The policy is subject to a $250.00 annual deductible. The policy is also subject to a 90%Co-Insurance requirement.
  
  Under this policy, Accredited insureds a ***************** that lives at the insureds location of 9 **************************, ******************* **, 10579
  
  CAUSE OF CANCELLATION:
  
  The Policy at issue was cancelled due to non-payment on October 19, 2022.   Our review of this matter shows that ManyPets delivered notices to **************************** advising that we had trouble billing her credit card and that the Policy would cancel as of October 19,2022.   The attached documentation shows that she received cancellation notices on October 6, 2022, October 7, 2022, October 12, 2022, and a final cancellation on October 19th, 2022. Attached screenshots also confirms that the ***************************, despite receiving the emails, did not open the last two notices until October 20th,2022.  We would like to note that the customer had opted-in to electronic communications so this was the preferred method of communication between ManyPets and ****************************.
  
  Before the complaint was submitted to the BBB, **************************** had called and insisted that the policy be reinstated by ManyPets and Accredited due to the pet having diabetes, which requires ongoing treatment and would be considered pre-existing on any policy (with or not with us) going forward. 
  
  Reinstatements are not standard business practice when a policy cancels due to nonpayment; however,  because we understood Ms. ********************* and the circumstances at issue in this matter, we have waived this rule for this Policyholder and allowed for a reinstatement.
  
  The reinstatement request was submitted to ManyPets Tech and Payments Team on Friday, October 21, 2022 and such a request will  take a few days for processing.  However, we can confirm that the Policy is undergoing reinstatement back to the date of cancellation (October 19, 2022).We hope that this processing of the reinstatement satisfies the concerns of both **************************** and the Better Business Bureau and resolves this matter. 
  
  Accredited Surety and ***************** **** (Accredited) does not intend to waive its right nor shall Accredited be estopped from asserting any applicable defenses in the future.
  Should you have any questions or comments regarding our handling on your behalf thus far, please feel free to contact the undersigned. 
  
  
  ********************* Customer Support Manager
  ********************
  
  ENCLOSURES:
  
  Insurance policy
  Cancelation notice
  Proof of delivery
  
  
  Sincerely,
  The ManyPets team

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted the third and final claim to ManyPets for medical care for my cat on or about August 18, 2022.I have been in a back and forth email conversation about this claim from ********************** clinic, ******************* Clinic, for $70, marked "paid" on the invoice I submitted to them. I was instructed to upload it again & again because they "did not receive it". This claim should be paid at 90%, for a total reimbursement of $63. The claim rep *********** and ***** continue to affirm there is no 3rd claim. Can you help me ? Sincerely,Ms. *************************** ************ *******************

  Business response

  09/19/2022

  We appreciate this opportunity to reply to the Better Business Bureau Complaint filed by ******************************************   Our initial review indicates that there may be some confusion relating to this matter and we are happy to clarify for Ms. ***** and the Better Business Bureau.   We issued Policy 1-MPI-GA-09-01372102-00 with a policy period of July 5, 2022, to July 5, 2023.  The annual aggregate policy limit is unlimited for approved illness and injury treatments, with *************** and Accredited Surety and **************** paying 90% of each approved claim with an annual deductible of $250.00
  Upon our receipt of the initial claim on August 17, 2022, we conducted our investigation and review of Policy.   The date of loss for this claim is August 5, 2022, which falls within the policy period and Ms.***** submitted a loss amount of $70.00.  Upon receiving the patient record, which contained parts that were illegible, we reached out to the Veterinarian to confirm details. While speaking with the Veterinarian, we were informed that the cat, ****, received an additional treatment the day prior for $25.00. Therefore, upon obtaining this information during our investigation,the Claims Adjuster increased the loss amount from $70 to $95. The claim was then approved on August 25th, 2022.  As there was $41.20 remaining on the annual deductible and a 10% copay, reimbursement was in the amount of $44.30 and the direct deposit was made on August 25th, 2022. Please reference the explanation of benefits for claim  cas_n7zfak.
  Additionally, we also approved the claim for $233.36 on August 22, 2022.
  To date, only two (2)claims have been reported to us under this Policy as detailed above.  We are willing and ready to work with Ms. ***** regarding the additional claim she has advised has been reported and of which we have no record.  We attempted to call Ms. ***** on September 15th and have also reached out via email but have been unable to make contact.   We ask that Ms.***** submit the additional documentation to us at her earliest convenience for our review.  Both Accredited Surety and ****************, ****(Accredited) and ManyPets **** do not intend to waive its right to deny coverage for any other reason nor shall Accredited be estopped from asserting any applicable defense.

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