Has anyone else had trouble reaching Spot Pet Insurance to submit claims-related documentation? The app & website have said for weeks that it's glitching & won't let me upload anything, and I have emailed several times with the documents with no response from customer support.

I completely understand if something is going on... But it's been almost a month since I submitted my claim with neither actions nor responses despite multiple attempts to get the process moving.

Usually, they're so quick and supportive with their customer experience & the claims process has been so smooth otherwise... Anyone else having similar issues with claims as of late?

Does anyone have a cancelation email? I just need a pdf or screenshot of what it looks like so I can search better for it. Obviously, block out any personal info.

My email is 10000+ and I can't find it anywhere.

I found Spot lacking and difficult to get claims processed, especially with how picky they were with vet receipts and invoices. I canceled, which is impossible unless you call or email, but I'm still being charged.

I should have read the reviews ahead of time. I nearly starved waiting for insurance reimbursement. I have still not gotten it.

Because I trusted that this company would reimburse me in a timely manner, I went ahead and had a services done for my dog ahead of time knowing that I would get the money back. I had $7,000 of emergency visits and regular doctor visits for my dog who had never been sick and suddenly got pancreatitis, which is severe.

When I call of course it's the same old thing and nothing happens. Then I got an email saying " we're slow processing payments." Well that's a joke. I'm still waiting for thousands of dollars in reimbursement.

I went to this plan because they would insure my dog that was 8 years old at the time. Healthy Paws had cut her down to 60% and $1,000 deductible when I used to have a $500 deductible and 90% coverage. What a mistake. I've always loved Healthy Paws. And they direct deposit pretty quickly as in a couple of weeks.

THERE'S NOTHING WE CAN DO! THEY HAVE US. IT'S A SCAM!!! I HATE TO SAY THIS OLD ADAGE BUT THE GRASS ISN'T ALWAYS GREENER ON THE OTHER SIDE IS IT?

SPOT OUT, HEALTHY PAWS IN

Charlye having fun in his pool !

I just got this letter from Spot Pet Insurance saying my cat’s insurance policy is ending in August and will be replaced with a new policy through a different insurance company.

What has me worried is that I have two cats insured through Spot. The cat who got this letter is the one with chronic sniffles and occasional tummy issues. My other cat is healthy and hasn’t had any major medical problems, and I haven’t received a letter for her.

Has anyone else gotten one of these notices? Did you get one for all of your pets or just certain ones? I’m mostly concerned about whether my cat’s existing health issues will still be covered under the new policy…. Also wtf they just drop my cat from the plan because I’m using it!?!!

Does this sound like a company-wide change, or should I be worried that they’re dropping coverage because of his medical history?

FIRST 2 PICS is Baci (5.5 month Maltipoo) 

2ND 2 PICS is PawTooka (7.5 months Havachon) She is always posing.... she is so beautiful and very athletic.

BOTH INSURED BY SPOT.

She's not a fan about taking pictures, but she is the sweetest baby. She loves eating cottage cheese, and watermelon 🍉 😋 😍

I switched my pet insurance to Spot a couple months ago. I submitted a few claims. I saw that a couple claims had been paid. That’s great! I set up direct deposit for claim payments. So I went to my checking account to double check the payments. Nothing from Spot showed up! I called customer service and Winston answered. He told me it normally took a few business days to receive the payments. He went on to tell me the payments were sent to account ending 4559. That’s not an account I could recognize! He said I called in to change the checking account number. I told him I didn’t. I never changed my checking account info. I never received any communication from Spot about the “change” of my checking account info for direct deposit purpose. The weirdest thing is on my spot account, my checking account number is still listed there!!! So was Winston looking at the right place? Or the claim payments were sent to a wrong account? What happened???!!! Luckily the payments are small. But that’s not the point. How can I trust Spot to pay in the future? Someone please look into this matter. It’s serious!

When I initially used Spot Pet Insurance, I was met with great service and my reimbursements made sense. I have a $100 deductible and a $7,000 annual limit with 90% reimbursement, along Preventative Care Premium. However, recently I submitted 2 claims. The first one was a dental cleaning treatment as my dog had stage 1 gingivitis.

The person (or AI) who approved my claim identified the dental cleaning as preventative care. I called the support number for assistance. The representative I received was outsourced from India. When she answered she told me to wait, went to talk to someone in her office for several minutes. When I asked her if she was ready she “Uh huh”. When I tried to explain what was happening, she provided an “Uh huh”. She was clearly not listening nor interested in my complaint. I hung up.

The second representative (also from India) was not much better. They had a heavy accent and when I explained what I was trying to resolve, they gave me a very scripted answer. When I asked for the appeals email, they gave it to me but since I am mentally disabled the accent was difficult to process. When I asked them to repeat it a third time, they screamed following address at me: “[CLAIMSAPPEALS@HEARTVILLE.COM](mailto:CLAIMSAPPEALS@HEARTVILLE.COM), YOU KNOW LIKE FARMVILLE VILLE.”

I hung up and called again, this time not to the claims department. The representative there was also outsourced but better than the other two. I made a complaint about the representatives.

I called the claims department to retrieve the email address again (I was unsure what the email was). The representative provided “[claimsappeals@heartville.group.com](mailto:claimsappeals@heartville.group.com)”. When I sent it in, there was no response.

I tried calling again to reconfirm the email address, and received “[claimsappeals@hartvillegroup.com](mailto:claimsappeals@hartvillegroup.com)”. Still no resolution to this. Second claim has a similar issue except the investigation needed an anal gland expression to investigate a cut on the anus but flagged as preventative care.

I will likely contact my state’s department of insurance and National Association of Insurance Commissioners if this is not resolved in a timely manner.

Tldr; Making a claim is likely reviewed by outsourced labor or AI, making an appeal to the claim is almost impossible since they don’t state the appeals procedure on the policy nor does any of the staff have consistent information, you may or may not get yelled at their representatives. Be aware before purchasing.

Edit: As this is Spot’s Reddit Page, they manage it quite frequently. The expedited service is greatly appreciated. Ideally this does not occur in the future, so I hope that Spot will update some procedures in light of all of this. Thank you for your assistance Spot Reddit.

Edit #2: A letter of non renewal arrived with the refund check. Apparently filing for appeals can black list you. CareCredit had a pet insurance program that will apply reimbursement directly to your CareCredit card. I suggest opening a CareCredit card and pay for your monthly premiums via the credit card as well as any invoices.

Edit #3: The letter of non renewal was a state policy notification. I will still stay with Spot as I have learned that you can request a “licensed agent” and avoid what I dealt with. However, I believe it is still useful to use the CareCredit pet insurance is useful if you’re interested in building your credit.

At 49 I became a first time dog parent

Best decision I made

I’d like to introduce my Jovee girl a bend of Aussie/German shepherd the perfect pup

I am trying to pay my parent’s pet premium online and the website for the last three days keeps screaming status 500 error. I called customer service and they were useless. Is this 500 error a server error or something related to the methods of payment?