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:07/07/2025

  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 held pet insurance for my dog ****** under ASPCA Pet Insurance (administered by PTZ Insurance Agency, Ltd.), Policy #A7815004. On March 19, 2025, I submitted a $1,438.20 claim for diagnostic tests related to a newly diagnosed ACL tear and arthritis. The claim was denied, citing a minor note in April 2024 about a right medial patellar luxation (MPL), despite no treatment or progression documented for that issue.
  
  I appealed the denial on April 16, 2025. The company claimed they contacted our vet for additional records on May 20 and May 27, but our veterinary clinic (Bear Valley Animal Hospital) confirmed they never received any contact. ASPCA also failed to notify me about this delay until I followed up weeks later. I obtained the necessary records myself and submitted them, yet they maintained the denial based on vague “bilateral condition” policy language.
  
  On July 2, they confirmed policy cancellation, but they charged my card after cancellation on July 3 without authorization.
  
  Despite months of communication, ASPCA has refused to reverse the denial, failed to acknowledge their delays, and charged me improperly. This has disrupted my pet's care and caused significant frustration.

  

  Business Response

  Date: 07/17/2025

  Please see attached.

  Customer Answer

  Date: 07/17/2025

  I am rejecting this response because the company failed to address the actual substance of my complaint. Their response to the BBB was a generic form letter stating they responded to me “directly,” but they did not provide any written resolution or acknowledgment of the specific issues raised — including the improper denial of my claim, misleading communication about vet records, and delays that affected my dog’s care. While they did refund the post-cancellation charge, the rest of my concerns remain unresolved, and the handling of my case was both negligent and unfair. I am still seeking reimbursement of the denied claim and accountability for their mishandling of my appeal.
  
  
  

  

  Business Response

  Date: 07/17/2025

  As stated, a detailed response is being provided directly to the customer as we are prohibited by law from releasing personal information without a signed third-party release.  

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  This scenario began ~ June 25,2025. Suddenly, Hartville Pet Insurance company emails me stating I have a pet policy for my cat with them. Automatic payments would begin shortly; I informed them No and was ceased with no problem. Then I requested that the policy be cancelled immediately. Hartville claims that, 09/05/2025 ( Sept. 5, 2025) is the Earliest they could cancel my policy . I thought that was an error; a 9 instead of a 6 or a 7, but they staunchly said it is September.
  
  Hello ********,
  
  1. As you requested, coverage for Proxima has been cancelled, effective 9/5/25. If a refund is due, it will be processed within 7-10 business days. Please note this policy cannot be reinstated now that it has been cancelled.
  
  2. Hello ********,
  
  This was not an error. The first effective date of your plan with Hartville Pet Insurance was 9/5/25, so that is the first date we can cancel the plan for.
  
  Please contact us with any questions.
  
  Thank you for being a part of the Hartville Pet Health Insurance family,
  
  Customer Satisfaction Team, PTZ Insurance Agency Limited
  
  3. ( My RSVP): I find that hard to belief for how else did you get my information??? I surely did not contact you. Plus to have the Audacity to just enroll me without Any prior knowledge!! Absolutely Not!! I do not conduct business like this and Truly you're not the one. I know if my relationship was with * ******, **********, ******, ****, ****, ***** ** some other high- rolling person, this
  would've been one and done. Enough emails, the next person you will hear from will be..... Perfect day for an Independence celebration from those that try to control & inflate Their bottom line vs. the request of their clients.
  
  Requested Resolution: Cancel policy Friday, July 11,2025

  Customer Answer

  Date: 07/07/2025

  PS...if you look at the business information at the bottom of their website, you Will see that Hartville Is associated with 24PetWatch (PTZ). So they Did have the ability to access my records to see if by signing with PTZ hat gave them " carte blanche" permission to transfer my policy to Hartville. 

  

  Business Response

  Date: 07/17/2025

  Please see attached.

  Customer Answer

  Date: 07/17/2025

  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.

• Initial Complaint

  Date:06/15/2025

  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.

  You stated if the condition was cured and symptom free for 180 days then it would not be considered pre-existing. Yet, I had a curable condition that was symptom free and I submitted a claim that was denied. You need to provide proof that it was in fact either not curable (not likely as it is a curable condition according to the veterinarians), not cured (I provided documentation it was), or not symptom free (no records from vets or claims stating he had symptoms).
  
  If you cannot, then according to the standards set out by the Ohio Department of Insurance you must approve this claim and put it against the deductible.

  

  Business Response

  Date: 07/24/2025

  ASPCA Pet Health Insurance (“ASPCA”) is responding on behalf of Independence American Insurance Company (the “Carrier”) to the complaint filed by ***** ***** on June 15, 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, ASPCA Pet Health Insurance

• Initial Complaint

  Date:06/10/2025

  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.

  Filed a claim for over $5000 to assist with payment for our shih tzu's teeth extractions in March 2025. He had two other teeth removed in 2022 for completely different reasons (one was just loose, no evidence of periodontal disease) and because of those removals, they decided all teeth in his mouth were considered pre-existing. Despite getting a letter from his vet stating this was not at all the case and sending in an appeal, they took two days and still decided not to support it. ASPCA insurance is clearly a scam making money off of people and not actually paying out for procedures that should obviously be covered and exactly why people would want insurance for their pets.

  

  Business Response

  Date: 06/18/2025

  Please refer to the attached.

  Customer Answer

  Date: 06/18/2025

   I am rejecting this response because:
  
  
  The vet themselves stated this was not chronic or an existing condition for the teeth removed. 

  

  Business Response

  Date: 06/30/2025

  Please see attached.

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:
  
  
  
  

• Initial Complaint

  Date:06/09/2025

  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.

  We have insurance coverage for our horse through aspca pet insurance. On may 1 he had a visit that was supposed to be processed for both the preventative portion of our policy and the accident/injury portion. They process the preventative but didn’t the injury portion. We have been back and forth for weeks with them about this. We are told it’s reopening, they have everything and yet nothing has happened. On may 23 I once again called they said they attached everything once again to the case and that they placed it as expedited and it should be processed within a week. However today I just called because it hasn’t been reopened, nothing was apparently attached, and they tried to say they didn’t have any records. I asked to speak to a supervisor and she said she was going to get it done for us. However she’s saying the same things we have previously been told. The claim is for ****. Claim number is *******. Our account/policy number is ************** We pay money every month for this and feel like at this point they are committing fraud by not providing the service we pay for. It is fraudulent to take someone’s money and not do the service. It is dishonest and fraudulent to lie and deceive the way they have. We need this resolved.

  

  Business Response

  Date: 06/18/2025

  Please see attached.

• Initial Complaint

  Date:06/04/2025

  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.

  ASPCA is purposefully making it difficult to receive compensation for my claim. I have given them all requested materials except an ITEMIZED receipt, though a receipt and explanation of services/ medical records detailing date of services was issued alongside an offer by my veterinarian to discuss services provided. It is all there, and frankly, it should not be this difficult to receive compensation for a wellness claim. I have less trouble with insurance companies for humans.

  Customer Answer

  Date: 06/10/2025

  They are now also claiming/denying my dog Pooka's claim for insufficient records when I have provided everything requested.

  

  Business Response

  Date: 07/24/2025

  ASPCA Pet Health Insurance (“ASPCA”) is responding on behalf of Independence American Insurance Company (the “Carrier”) to the complaint filed by ******* ******** on June 4, 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.

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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 through aspca for our French bull dog puppy in Dec 2024 after searching around they seemed to have good coverage and a reasonable price. I opted to have the wellness option added to my policy that offered capped reimbursement for routine stuff a puppy would need. It was a recommended plan for having a puppy. I was under the impression that having this wellness added to the plan, any additional out of pocket expenses would be subject to deductible. THIS WAS NOT THE CASE!!! I have spent $2002 out of pocket in total vet bills, of which I have been received $350 in reimbursement under the wellness portion of the plan. My policy had a $500 deductible, somehow only $206 of that $2002 dollars fulfills that deductible!! Not to mention the $600 total in monthly premiums I’ve had since December. This company is a scam!!!

  

  Business Response

  Date: 06/06/2025

  Please see attached.

  Customer Answer

  Date: 06/06/2025

  I did forget to add in my complaint that I had submitted an estimate for my puppy’s neuter procedure with was for $1185, the estimate came back with about a $550 reimbursement, further leading me to believe that I would hit my $500 deductible. Can you believe my shock when I sent thru the actual procedure and only got $150 back?? Further proof this company is a scam!!!

• Initial Complaint

  Date:05/14/2025

  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 gotten aspca health insurance for my dog in April on line. When I needed to use it because my dog started with a cough in May they said it was pre-existing when he was never diagnosed with anything prior to this cough. His insurance was in affect when I took him to his vet. I wouldn't have takin him to the vet if nothing was wrong he had a cough i took him in he was then diagnosed. I just wanted this to be covered at 70 percent or used towards the deductible. And if they won't pay for anything why have them. Thank you ******** ********

  Customer Answer

  Date: 05/15/2025

  This information is the date I paid for the pet insurance and the 14 day waiting period.   So that insurance will cover when something happens.  They didn't cover.   Plus it didn't go towards my deductible.  I don't know if they are scamming me or what's going on. 

  

  Business Response

  Date: 07/24/2025

  ASPCA Pet Health Insurance (“ASPCA”) is responding on behalf of Independence American Insurance Company (the “Carrier”) to the complaint filed by ******** ******** on May 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.

• Initial Complaint

  Date:05/12/2025

  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.

  Dear Claims Appeals Team,
  
  I am writing to formally appeal the partial denial of Claim #******* for my pet, Tux, covered under Account **************. The Explanation of Benefits indicates that only $55.00 of the total $404.02 submitted was approved due to exclusions related to preventive care and exceeding allowed limits. However, I respectfully request a reconsideration based on the medical necessity and supporting documentation provided.
  
  This claim was not for routine or elective care. The services rendered on April 12, 2025, by Happy Paws Pet Hospital were part of a Senior Cat Wellness Diagnostic Panel, performed due to a documented history of chronic gastrointestinal symptoms and periodontal disease. The veterinary records (attached) show:
  
  Recurrent diarrhea with blood and a history of abnormal stools (SOAP notes dated 09/17/2024 and 04/12/2025).
  
  Abnormal clinical signs and unkempt coat, indicating possible systemic illness (Medical Record Summary).
  
  Multiple lab abnormalities including:
  
  Elevated protein levels and abnormal albumin:globulin ratio (indicating possible inflammation or chronic condition).
  
  Elevated CK and unconfirmed proteinuria on urinalysis (Zoetis Lab Results, 04/15/2025).
  
  Unusual blood chemistry values that prompted deferral of a scheduled dental cleaning due to medical concern, not prevention.
  
  As per the policy documentation, diagnostic tests and labs ordered in response to illness symptoms and used to rule out or confirm underlying conditions are covered under the Illness benefits section. These tests were clearly ordered as part of an investigative medical workup—not routine or preventive services.
  
  In light of this, I request full reconsideration of the charges associated with:
  
  The Wellness Blood Screening ($320.32), which was clinically indicated and medically necessary.
  
  Any related lab work and diagnostics performed on April 12, 2025, tied to the abnormal health presentation and differential diagnosis process.

  Customer Answer

  Date: 06/02/2025

  This item was resolved and can be closed. thank you for helping drive resolution.

  

  Business Response

  Date: 07/24/2025

  ASPCA Pet Health Insurance (“ASPCA”) is responding on behalf of United States Fire Insurance Company (the “Carrier”) to the complaint filed by **** ***** on May 12, 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.

• Initial Complaint

  Date:04/29/2025

  Type:Order 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 receiver a letter in the mail from Harvest Pet Insurance, which is owned by PTZ at my house last week asking if I wanted to sign up for a new policy. I owned a Pet Insurance policy with a company called 24 health watch. PTZ purchased that policy from the company believing it was Accident Only, that was not the case the policy was for accident and illness. I have had this policy for almost 10 years and now the company is canceling my policy saying that they would not have bought it if they knew it was accident and illness. This is recorded on their recorded line an agent saying this. They claim that they do not cover pre-existing conditions with their policies and since they canceled mine that if I wanted to continue with them all of my dogs conditions would now become pre-existing. I was given no notice of my policy being sold. No notice that it was purchased as a different type than what it was. No notice of my policy being canceled. I was then lied to by agent who claimed that we had been mailed letters notifying me of these changes. When I asked the address they provided one that I have not lived at for almost 3 years. She then lied again and told me that was the address on file. I asked them how that was possible since they clearly had my current address on file since how else would I have the letter asking if I wanted to sign up for a new policy. I also asked how have I been submitting claims the past 3 years and Receiving my bills and reimbursement debit cards via mail at my current address if it was not the one on file. They had no answer for me. 24 health watch sold my policy while lying about what type it was then when Harvest realized this they canceled it. Now they're claiming they sent correspondence to an address I obviously did not have access to. It is because my dog is older and they don't want to pay for his bills even though the main reason to get insurance for a dog that was so young is so that it is cheaper when he's older like his is now.

  

  Business Response

  Date: 05/09/2025

  Case No.: ********
  

  Dear Better Business Bureau,
  

  Hartville Pet Insurance (“HPI”) is responding on behalf of Independence American Insurance Company (the “Carrier”) to the complaint filed by ***** ****** on April 29, 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,
  Hartville Pet Insurance
  PTZ Insurance Agency, Ltd.