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:07/21/2025

  Type:Customer Service 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.

  Hi canceled my pet insurance before June 17th but Healthy Paws still continues to charge me. I have also tried to remove my payment details and close my account but their system will not allow me to do so. I want a refund of my $156.48 that they just charged and my payment details to be deleted and my account closed.

  

  Business Response

  Date: 07/26/2025

  We are responding to your communication to the Better Business Bureau dated July 21, 2025, regarding the cancellation of your Westchester Fire Insurance Company Pet Health Insurance Policy.
  

  On July 22, 2025, your account was cancelled per your request, effective June 17, 2025, the day after your initial request. A prorated refund has been issued to the original payment method on file.

  We apologize for the delay in the cancellation of your account. ******************** has provided feedback and coaching to the **************** Team for process
  improvements.

  Please let us know if you have any further questions or concerns. Thank you.

• Initial Complaint

  Date:07/17/2025

  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.

  I called them to cancel my pet Sushis insurance 7/7/25. Was told to hold for an insurance specialist. After an hour I had to return to work so hung up. I read on Their website site that I could submit cancellation via email and sent all the required info listed on their website in the email asking to cancel by 7/9/25 I received a generic response that I had to speak with an insurance specialist. I emailed again stating I had provided everything. They emailed me back saying they needed my address and a few more things which I sent I emailed back a few days later and received a generic response that I needed to speak with an insurance person within ***** hrs . I emailed again that I had already received that response days ago. I received another generic response. I tried calling at 10 am and their message stated it was outside business hours of 7am-whatever time (missed the closing time). I called 3 more times got the same message. I called the next day and got through but they again told me I had to wait for an insurance specialist. I waited on hold almost an hour. At this point my stress dealing with this horrible cancellation system is high I emailed again, and received another generic response. I emailed that I have received a similar response many times stating the insurance specialist would contact me within ***** hrs I received another generic response. . I am cancelling because my monthly charge went *** $37 to $61 and 61% increase. I would like it cancelled and Junes $61 credit card charge refunded in full for having to deal with this absolute headache and stress, plus the time I have spent over something that should be simple as stated on the website.

  

  Business Response

  Date: 07/22/2025

  We are responding to your communication to the Better Business Bureau dated July 17, 2025, regarding your request for a pro-rata refund of your policy. As requested, your account has been cancelled effective July 10, 2025, the day after your initial request. A pro-rata refund in the amount of $22.34 was issued and a Notice of Cancellation was sent to the email address on file.

  Thank you.

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I dont want to go through anymore stress with this company.  
  they have a horrible customer service system and make it extremely complicated to cancel a policy.  The increase was unreasonable.   For my own health, Ill accept it just to be done with them.  Thank you BBB
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Healthypaws since 2012, and I was paying $34 per month. They have been gradually increasing premiums for the last 12 years and I was paying $147 as of last ******** my dismay my pet insurance premium has gone up to $426 per month since July and when I called customer support and spoke to ********************** specialists. I was told that my dog is getting old and also, I was filling too many claims. My dog diagnosed with Diabetic few years ago and he needs blood check up every 6 months and also insulin bottle as well as Syringes. Every time when I go to *********** they either dont have Insulin or Syringe in Stock, and I have to go to pharmacy or order online. For one visit I have to submit 3 invoices and Healthy paws count it as 3 claims even though it was the same issue. Also increasing the premium from $147 to $426 is insane since it is very common for a small dog mine to live longer since his parents are Championship bloodline as per breeder. Please investigate the insurance practice of Healthy was since they are trying to rip off customers and misleading advertising. Please bring my insurance back to $147 or closer to that amount

  

  Business Response

  Date: 07/22/2025

  We are responding to your communication to the Better Business Bureau dated July 16, 2025, regarding a premium increase for your Pet Health Insurance Policy.

  We truly appreciate your loyalty to Healthy Paws and understand how concerning these changes can be. We know how much our pets mean to us - they're family! That's why we want to ensure you have the best coverage possible to keep them healthy and happy.
  

  Over the past few years, we've seen a rise in the overall costs of claims for pet treatments, including in your state. This is especially true for emergency and specialty care, which can be quite expensive due to advancements in technology and treatment options. We strive to keep your premiums as low as we can, but the increasing costs of claims mean we sometimes need to adjust premiums to continue providing you with comprehensive coverage without any limits on claims.
  

  On May 13, 2025, a Policy Anniversary Communication Notice was emailed to you outlining an upcoming premium adjustment. This notice was provided at least sixty (60) days in advance of the policy anniversary date, in accordance with your Pet Health Insurance Policy terms and conditions. Additionally, a Pet Health Policy Changes Endorsement was provided indicating a new total monthly premium of $426.06 effective July 15, 2025.
  

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides.  Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.

  We encourage you to compare premiums for similar benefit coverages with those of other companies to see the value our plan offers. In addition, feel free to call us at ************ to learn about additional coinsurance and deductible options that may better meet your needs. Let us know if you have any further questions or concerns.

  Thank you.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23610243
  
  I am rejecting this response because: Healthy paws pet insurance doesnt address my concerns at all. As per the attached policy docs premiums are not based on your own pets individual claims experience. Your coverage, coinsurance and deductibles will not change due to your own pets claims experience. When I called Healthy paws pet insurance, I was told by the License ****************** *** I have too many claims for the last few years contradicting their policy docs. So, they indeed mislead customers and doesnt abide by policy docs. 
  
  Sincerely,
  
  ******** ***********

• Initial Complaint

  Date:07/14/2025

  Type:Delivery 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.

  Mailed a big package of information on my dog and her surgery on June 20, 2025. I called healthy paws to verify the address!!I sent it registered mail. They claimed they never got it. The mail address on their website is still the wrong according to them NOW. They went from ******************** to ******** ***** without informing us. My package of documents is floating around the **********************where nobody answers the phone.

  

  Business Response

  Date: 07/18/2025

  We are responding to your communication to the Better Business Bureau dated July 14, 2025, regarding mailing and receiving documents under your Westchester Fire Insurance Company policy.

  In review of the **** tracking number provided by you on July 14, 2025, Healthy Paws received your package to our Bellevue P.O. Box on July 9, 2025. It was then forwarded to our scanning company and is still in transit. 

  A manager has reached out to you to discuss any questions and concerns you may have and to review how you may submit claims electronically through email or our mobile app, to avoid potential mail delays.

  Should you have any questions or concerns, please do not hesitate to contact us. 
  
  Thank you.

• 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.

  Our cat (*****) was covered by Healthy Paws insurance since 2011. ***** passed away ~April 30, 2025. Healthy Paws is denying the attached invoice because they made a data entry error and coded the invoice as 5/20/2025 when the year on the invoice is 2023.I raised this issue with Healthy Paws on June 19, 2025, and nothing has been done. I have called multiple times and cannot get a resolution. This should be a simple fix.I have highlighted the relevant dates on the attached documents.

  

  Business Response

  Date: 07/09/2025

  We are responding to your communication to the Better Business Bureau dated July 7, 2025, regarding the processing of claim number XXXXXX-1-16 under your ACE American Insurance Company policy.

  
  On June 6, 2025, Healthy Paws received a claim submission for an invoice dated May 30, 2023, for recheck bloodwork, an injection for osteoarthritis, and a vaccination,  with an invoice total of $329.50. Claim number XXXXXX-1-16 was assigned. Upon entering the claim details, the current year 2025 was used in error, and the claim was excluded from coverage on June 9, 2025, as it was outside the policy coverage period.
  
  On June 19, 2025, you reached out to Healthy Paws to inform us of the error, and a case was sent to the appeals team for review. On June 30, 2025, you reached out to inquire about the status of the appeal and you were informed that it was still in process.
  
  On July 8, 2025, Healthy Paws reviewed this matter pursuant to your July 7, 2025 inquiry. Appeal cases are reviewed in the order they are received, and your case was still under review upon receipt of this complaint. We sincerely apologize for the delay in resolving this matter for you.
  
  Claim number XXXXXX-1-16 was reprocessed under claim number XXXXXX-1-37 and approved for reimbursement. Additional details regarding your reimbursement can be found on the Explanation of Benefits documents that were sent to you via email.
  
  Should you have any questions or concerns, please do not hesitate to contact us. 
  
  Thank you.

  Customer Answer

  Date: 07/22/2025

  Healthy Paws has paid the claim according to the insurance contract, which resolves the financial aspect of the situation.

   

  However, I dispute the facts as represented by Healthy Paws in their response, which combined with the underlying complaint, has reduced trust in the company:

  1. I find the company's response inaccurate and a material misrepresentation of the situation: I contacted Healthy Paws about the situation more times than mentioned in their response. At one point, I requested to speak with a supervisor and was told that I would be contacted by a supervisor, but that did not happen. I should not have had to reach out to the BBB to have this claim paid out **************
  2. I have no confidence that this claim would have been paid out had I not contacted the BBB given the amount of time that had lapsed: Healthy Paws usually processes claims within 1-3 days. No representative indicated that correcting their data entry error would take weeks, and when I called in repeatedly to inquire, I was not given any indication regarding when the claim would be ***************

   

  Best regards,

   

  Lauren 

• 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've been a policy holder with Healthy Paws since 2016, with gradual increases in my dog's premium annually. Until 2024, those increases have ranged from 13% to 22%. Starting last year, after the ***** acquisition finalized, that increase has been 49.9% for both 2024 and 2025. I understand and accept that policy premiums increase with age, but a nearly 50% increase two years in a row is insane. And, because the way pet insurance works, moving him to a new policy at his age (nearly 11 and the world's best boy) and previous medical history, finding a new carrier will be impossible. Effectively, I feel that I have no options because I either take him off the insurance as he moves into his senior years, or just continue to get hit with a 50% every year. I would imagine many policy holders are probably feeling the same way. I don't know what a resolution would be, other than to re-think these massive increases. For myself I would ask that his coverage remain the same, and my premium reverts to the much more reasonable 13 - 22% range.

  

  Business Response

  Date: 07/09/2025

  We are responding to your communication to the Better Business Bureau dated July 7, 2025, regarding a premium increase for your Pet Health Insurance Policy.

  We truly appreciate your loyalty to Healthy Paws and understand how concerning these changes can be. We know how much our pets mean to us - they're family! That's why we want to ensure you have the best coverage possible to keep them healthy and happy.

  Over the past few years, we've seen a rise in the overall costs of claims for pet treatments, including in your state. This is especially true for emergency and specialty care, which can be quite pricey due to advancements in technology and treatment options. We strive to keep your premiums as low as we can, but the increasing costs of claims mean we sometimes need to adjust premiums to continue providing you with comprehensive coverage without any limits on claims.

  On May 21, 2025, a Policy Anniversary Communication Notice was emailed to you outlining an upcoming premium adjustment. This notice was provided at least sixty (60) days in advance of the policy anniversary date, in accordance with your Pet Health Insurance Policy terms and conditions. Additionally, a Pet Health Policy Changes Endorsement was provided indicating a new total monthly premium of $227.89 effective July 23, 2025.

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides.  Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.

  We encourage you to compare premiums for similar benefit coverages with those of other companies to see the value our plan offers. In addition, feel free to call us at ************ to learn about additional coinsurance and deductible options that may better meet your needs. Let us know if you have any further questions or concerns.
  

  Thank you.

• Initial Complaint

  Date:07/05/2025

  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.

  I am divorced as of April 10. 2025. I have since changed back to my maiden last name of *********. I have requested numerous times and sent my documents. They are requesting a signed request from me and my ex husband. My ex husband is NOT the owner of my dog. He was only added to the insurance policy as a secondary contact , that is all. There will be no written request from him as ****** is MY dog, It is MY Insurance policy for her, MY dog license, MY original pet adoption papers. There is no contact with the ex husband and he has no rights to MY dog. I want them to change my last name, very simple., Every time I send an email to them with all of my attached documents I get an automated reply. This is NOT acceptable. I want my name changed as soon as possible. they are avoiding my numerous email requests

  

  Business Response

  Date: 07/09/2025

  We are responding to your communication to the Better Business Bureau dated July 5, 2025, regarding your request for a name change to your policy. Your name was changed to **** ********* on July 7, 2025, per your request. An email confirmation was sent to you the same day.

  As we previously advised, to remove a policyholder on an account, we require written authorization from both policyholders before we can make this update, unless other overriding documentation is provided. In this case, our underwriting department has reviewed your request and approved the change. The requested change will be completed within the next few days, and you will receive confirmation.
  

  We thank you for bringing your inquiry to our attention and apologize for the delays. Your complaint has been forwarded to management for process improvements.

  Please let us know if you have any further questions or concerns. Thank you.

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:07/02/2025

  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 am writing to formally raise a concern about a significant and unexplained increase to my Healthy Paws pet insurance premium. As of June 2025, my monthly premium increased from $130.86 to $373.26, representing a 185% increase, with no change to my coverage, deductible, or any recent significant claims.This steep increase places an undue financial burden on me as a policyholder and appears inconsistent with Healthy Paws stated policy that premiums are not based on individual claims history. I am requesting a formal review of this increase and an explanation of the actuarial or regional cost data used to justify such a substantial adjustment.I respectfully ask that your office investigate whether this premium change complies with fair pricing standards and applicable insurance regulations.

  

  Business Response

  Date: 07/03/2025

  We are responding to your communication to the Better Business Bureau dated July 2, 2025 regarding a premium increase for your Pet Health Insurance Policy.
  

  We truly appreciate your loyalty to Healthy Paws and understand how concerning these changes can be. We know how much our pets mean to us - they're family! That's why we want to ensure you have the best coverage possible to keep them healthy and happy.
  

  Over the past few years, we've seen a rise in the overall costs of claims for pet treatments, including in your state. This is especially true for emergency and specialty care, which can be quite pricey due to advancements in technology and treatment options. We strive to keep your premiums as low as we can, but the increasing costs of claims mean we sometimes need to adjust premiums to continue providing you with comprehensive coverage without any limits on claims.
  

  On April 4, 2025, a Policy Anniversary Communication Notice was emailed to you outlining an upcoming premium adjustment. This notice was provided at least sixty (60) days in advance of the policy anniversary date, in accordance with your Pet Health Insurance Policy terms and conditions. Additionally, a Pet Health Policy Changes Endorsement was provided indicating a new total monthly premium of $373.26 effective June 6, 2025.
  

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides. Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.
  

  We encourage you to compare premiums for similar benefit coverages with those of other companies to see the value our plan offers. In addition, feel free to call us at ************ to learn about additional coinsurance and deductible options that may better meet your needs. Let us know if you have any further questions or concerns.  Thank you. 

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Healthy Paws Pet Insurance continues to increase pet policies for older dogs, and say its due to how expensive vet bills are in our area. They want over $500 a month for policy coverage, They do not respond to customer inquiries online, provide different answers each time you call

  

  Business Response

  Date: 07/02/2025

  We are responding to your communication to the Better Business Bureau dated June 30, 2025 regarding a premium increase for your Pet Health Insurance Policy.

  We truly appreciate your loyalty to Healthy Paws and understand how concerning these changes can be. We know how much our pets mean to us - they're family! That's why we want to ensure you have the best coverage possible to keep them healthy and happy.

  Over the past few years, we've seen a rise in the overall costs of claims for pet treatments, including in your state. This is especially true for emergency and specialty care, which can be quite pricey due to advancements in technology and treatment options. We strive to keep your premiums as low as we can, but the increasing costs of claims mean we sometimes need to adjust premiums to continue providing you
  with comprehensive coverage without any limits on claims.
  

  On April 27, 2025, a Policy Anniversary Communication Notice was emailed to you outlining an upcoming premium adjustment. This notice was provided at least sixty (60) days in advance of the policy anniversary date, in accordance with your Pet Health Insurance Policy terms and conditions. Additionally, a Pet Health Policy Changes Endorsement was provided indicating a new total monthly premium of $444.61 effective June 29, 2025. Due to your request to change Willows annual deductible from $250 to $500, a revised notice was sent on June 28, 2025, with the new anniversary premium of $400.48.

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides.  Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.

  We encourage you to compare premiums for similar benefit coverages with those of other companies to see the value our plan offers.  Thank you.

   

• Initial Complaint

  Date:06/29/2025

  Type:Billing 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.

  Healthy Paws raised the premium by 33% without any clear explanation, and on top of it, they forced us to move to third party payment platform which will charge us 2.99% every single month going forward unless you use ACH with your bank account. They eliminated the option to pay by check so you will get stuck with fee unless you take a risk using bank account which doesn't say anywhere how they secure our private data. I had reached out several times look for the explanation on the reason of such high premium increase and third payment option which costs us more, however, they had never shared explanation and they simply said it is a common practice. They should be absorbing the charge on credit card if they raised the premium more than 30%! There are class action in ********** so we are seriously considering taking similar action. I do NOT recommend this insurance company as getting the reimbursement is also a painful process they ask many questions and details of the paperwork.

  

  Business Response

  Date: 07/15/2025

  We are responding to your communication to the Better Business Bureau dated June 29, 2025 regarding a premium increase for your Pet Health Insurance Policy.

  We truly appreciate your loyalty to Healthy Paws and understand how concerning these changes can be. We know how much our pets mean to us - they're family! That's why we want to ensure you have the best coverage possible to keep them healthy and happy.

  Over the past few years, we've seen a rise in the overall costs of claims for pet treatments, including in your state. This is especially true for emergency and specialty care, which can be quite pricey due to advancements in technology and treatment options. We strive to keep your premiums as low as we can, but the increasing costs of claims mean we sometimes need to adjust premiums to continue providing you with comprehensive coverage without any limits on claims.
  

  In accordance with the terms of the Policy and the associated rating rules, monthly premiums may change for all policyholders. Premiums are determined based on the rates and rating rules filed with and approved by (where required) each states insurance regulator. Premiums reflect the cost of treatment advances in veterinary medicine, characteristics of the individual pet, and other factors, in addition to the overall claims experience for the program within the region where the pet resides. Please note that premiums are not based on a given pets individual claim history; rather, premiums are based on the collective experience of all pets insured.  We encourage you to compare premiums for similar benefit coverages with those of other companies to see the value our plan offers.

  On June 4, 2025, an email was sent to you informing you of an update to the recurring premium payments, effective July 4, 2025. Healthy Paws has partnered with a secure  and easy to use payment platform by industry **************, who offers additional payment method choices, including ACH which was not available previously. One Inc will assess a 2.99% utilization fee to credit or debit card payments for the use of their  secure digital platform. One Inc charges a fee for the use of their digital platform (similar to if you went into a ************* store to make a payment). This is in compliance with California law. Please note that to avoid paying this fee to ******** you can update your payment method preferences and pay using your bank account via ACH by logging into your Healthy Paws *************** at ******************************.

  Lastly, regarding One Incs level of security, they have some of the highest level of certifications and compliance with industry regulators for all major card networks including PCI DSS Level 1, SOC 1 and SOC 2, and NACHA. In addition, ******* is compliant with the consumer privacy protection laws including, but not limited to: California Consumer Privacy Act, ******** Privacy Act, New York Department of Financial Services Cybersecurity Regulation. For more information, please refer to their security page ****************************************************.
  

  Thank you.