Please note the following warning that is being sent to institutions and individuals around the country.in reference to "pet care" shelter insurance.
1) a while back i adopted two kittens from the humane society of southern arizona. Part of the adoption package was free 2 month pet issuance covered by "pet care" shelter care program. What a nice thing for an insurance company to do. It shows that they care and are doing their part to help control pet overpopulation. Or so i thought.
2) a few weeks later i brought these two kittens to my local vet because of upper respiratory problems. Before i did so i called the insurance company to make sure that this problem and others were covered by the 2 month policy. They were.
3) the kittens were checked and given medication to treat this condition. One of the kittens was given a x-ray because of stomach problems. The total bill was $206.26 which i paid immediately and in full. I was given a paid invoice clearly listing every exam and treatment.
4) the vet then filled out the insurance claim forms form for both kittens and checking the box for "upper respiratory tract infection" on both.
5) i then mailed these forms to the address on the "pet care" form along with the vet hospital invoice clearly showing each procedure for each kitten. And waited for reimbursement.
6) after a month of waiting i called the company and was told they never received my claim. O.K., maybe that's possible.
7) i then returned to the vet a second time and asked her to do all the forms all over again. She was kind enough to do so.
8) this time i faxed the forms to the fax number on the "pet care" claim form with identical papers once again with the box clearly checked for "upper respiratory tract infection".
9) i waited again. This time i got letters from jennifer downey of the claims dept. Of "avalon risk management" (parent co.?) stating that claim was denied because there was "no treatment for upper respiratory tract infection given in the invoice provided" even though their form box was clearly checked to the contrary! I went down to the vet a third time and embarrassingly asked her to fill out the forms again.
10) before faxing them a second time at additional expense, i called the number given for "avalon risk management, inc." as listed on the letter to try to get some understanding about this apparent confusion. Of course i got the usual automated phone system with endless numbers to punch, and, of course, i was told by the usual repeating mechanical voice that i was a "valued customer". I was put on hold for 30 minutes.
11) finally, a human being emerged from the mist and, after a few minutes of my repeating the contents of said letter to her over and over again, she made it clear that she didn't know what the heck i was talking about and a jennifer downey was no where to be found!
12) i then gave her my policy number, my shelter care number and even my confirmation number and she found nothing on the computer. She even checked under my phone number and found nothing. Apparently, i don't exist! And all this time they were communicating with an imaginary rabbit?!
13) by then the sweet, but totally ignorant girl told me that she was just the phone answer and did not know what to do. All she could do is ask someone to phone me days from now!
Now i ask you, what kind of company can be so screwed up, confused, stupid and lacking in communication to put a customer thru hell like this? A company who cares? I think not. A company that believes in organized and competent customer service? Think again!
I think it is a company too busy sucking up customer's money under questionable pretenses to give a damn about the customer! Of course, this is only my humble opinion.
What are my options? I could wait forever for some possible phone call - especially when i am not here to receive it - only to speak to another idiot who does not know what is going on. But why should i be further frustrated? Why should i continue to let myself be bounced off the wall with ignorance and confusion and to be jerked around some more? No, it is obvious that this company is so screwed up that i am wasting my time and patience! They can go ahead and cheat me out of $206.26. Because of their own stupidity!
Or is it intentional? Who knows? Is this another one of those endless insurance company tricks to get out of playing claims? After all, they are well known for it! This and their reputation for constantly jacking up premiums because the poor dears are just not making enough money!
I imagine the whole industry has written secret memos on scams and legal chicanery!
The thing that really gets you is that these bloodsuckers put forth the illusion of being noble, honest and respectable businessmen - pillars of the community while, at the same time, they bleed you blind!
The only recourse i have is to warn individuals and institutions about this wonderful, noble and honest company "avalon risk and management" and their b.S. "pet care shelter program". A program that, for me, was a worthless joke! How about you - will you be next? How about all the trusting adopting patrons of humane societies around the country who carry this program? Will they be the next to be carelessly jerked around?
Is this a rare occurance or a frequent one? What of the imagine of these humane institutions? Is it worth the risk to their reputations to trust that this company comes thru as promised?
Why trust and take the chance only to at be cheated either thru incompetence or otherwise?!!
But then, of course, all things as expressed are only my opinion.
email pet care at...
John Warden
Director of Administration
Pet Care Insurance Programs
1-866-275-7387 # 357
[email protected]
www.petcareinsurance.com
Or write. The address of the "culprit"...
Pet care insurance programs
3315 e. Alogonquin rd.
Rolling meadows, il. 60008
toll free # 1-866-373-pets fax 1-866-369-pets (7387)
Give them a toll free phone call - tell them what you think!
OR CONTACT: Lincoln General Insurance Company, York PA
Mailing Address: 3350 Whiteford Road
PO Box 3709
York, PA 17402-0136
Home Office: Toll free: 1-800-876-3350
Local: 1-717-757-0000
Home Office Fax: 1-717-751-0165
Thank you.
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