was ok until
got $50 back out of $600 it cost for cremation as I'd reached my annual benefit level. I guess when you cremate your dog you can only do it once a year. annual benefit limits are way too low for a dog with ongoing issues, you can't get treatment without getting a consult, I maxed out consults in the first two months. won't go back to bowwow. payment system needs to be updated to take manual payments as well.
Beware premiums rise with pets age.
I have had no issues with Bow Wow Meow until now. I have 3 dogs and a cat with their insurance. I have received renewals for two of our dogs the two policies have risen by $389 total for both policies this year. I was expecting a rise of maybe $200 but $389??? Really! I have made no claim for the 7 year old and maybe a couple for the 6 year old. This year I will be paying $1012.23 for 7 yr old & $687.40 for 6 year old. I was very happy with Bow Wow until now but as they say they have me over a barrel as I find their pet portal really easy to use for claims and sometimes better the devil you know than the one you don’t. DO your research people.
Easy claims process but puppy exclusion makes no sense
We purchased accidental & sickness cover for our new puppy when he was 8 weeks old (the day we picked him up). Since then, we have lodged a few claims. Most of these have just been absorbed by the per-condition excess. My bad, I should've been aware that this is per condition. One or two claims resulted in a few $ being paid out. As far as that goes, my experience has been good.
However, early on, our puppy showed some diarrhoea issues that were treated by the vet. Bow wow did not accept our claim due to the waiting period. Fair enough. Turns out he was allergic to his food so now everything is good, but it took us a while to figure this out. Bow wow rejected all subsequent claims, stating that his dietary issues are now a pre-existing condition. Under the T&Cs this makes perfect sense.
On the other hand, I was not able to purchase insurance earlier (given that puppy insurance is only sold from 8 weeks on). In my opinion you can't really have a pre-existing condition on an animal that wasn't pre-existing in the first place. I bought the insurance as soon as I could and yet we are still excluded under this process. Exclusions make sense to protect the insurance from someone purchasing insurance after an issue becomes apparent, so I get it for older dogs and such.
I contacted Bow Wow, quoting that I understand their T&Cs but expressing that I feel they shouldn't apply. I received a response saying that this is in line with their T&Cs... So I went through the formal review process and explicitly expressed that I feel the T&Cs shouldn't apply in this case. Yes, I get that I entered a contract under these conditions, I'm asking you to consider this case for an exception given that it's reasonable to ask for it. Their reply:
"The Committee notes that the diarrhoea Condition did not qualify for Cover during the 30-
day Waiting Period as during this time the policy is an Accidental Injury only policy. [...] Your policy
also does not provide cover for Pre-existing Conditions or their Related Conditions that arise prior to
the policy Commencement Date or within the applicable Waiting Periods."
In summary: "Under your contract, we did everything right." - I know. Which is why I asked for a review under special conditions (he is a new puppy) which was never addressed in the response. They also tried to call me once, but I was busy. No further attempt to contact me was made (I did get an e-mail saying they tried to call me). Next, I received the statement from the committee.
(+) Prompt processing of claims
(+) Detailed letters stating where you are at in terms of excess and refund
(+) Detailed, thorough complaint process
(-) Ignored the specific concerns I expressed repeatedly
As such, I can only give a mediocre review. I'm not against recommending them and I will stay a customer for now, but I did not feel as if I was treated as an individual but rather just piped through a process so the insurance has covered all bases. And in that regard, I would have hoped this company would be different.
Mostly good, some issues with their claims processing
Had my first claims processed in recent months and found the process a bit tedious.
After requesting a vet history, I sent it through but forgot a couple of one off vet visits. They asked me to send through a full vet history and I remembered the couple of clinics I forgot.
After that, they requested a full vet history again (with no details as to what was missing). I sent an email and asked for what was missing, with no response. This happened multiple times, I emailed multiple times to ask for more information and was ignored. It was only after I threatened to contact the ACCC that I heard back and they processed the claim without any further information. In total those first claims took a couple of months to be paid.
I’ve now sent another claim for medication for the condition already claimed and they’ve deducted the excess again. So I’ve had to email to get it fixed as they have already charged the annual condition excess.
Overall, I’m half half about using Bow Wow Meow. Some things they do well (their portal and submitting new claims is great), they just seem to have some internal processing issues that mean you need to watch what they’re doing closely and correct them all the time via back and forth emails, which they may or may not respond to.
Could be Better
I have been with this Insurance Co for a couple of years now. My daughter researched companies and found Bowwow.
Thelr Needs to be more vet portals to take the drama out of getting vet bills fowarded to petsure.
A portal at Perth Veterinary Specialist would make life a lot better for pets and owners.
Good outcome but process could be streamlined
My dog was bitten and needed emergency surgery which I paid for in full at the time. Having been insured for approx 8 months I then completed a claim on-line after the follow up consultations (in order to submit a complete claim). That process was straightforward but when nothing had happened after 10 days I followed up. One of my receipts didn't fully show I had paid so Bow Wow "had sent me a letter" saying I needed to resubmit! As the process was fully on-line this seems simply a delay that didn't need to be included in the process - an email with receipt sorted it but better communication from Bow Wow would improve the process especially in todays world!
Hasn't been a good experience
I feel the delay tactics used to hold back making the payments is inexcusable. It was only because I rang to ask how long before my claim would be finalised I heard there was a delay in paying me my claim. I was told I had not included enough background history for this claim when in fact I had provided it on 2 previous occasions for the dates in question. This has happened each time I make a claim and I find it very frustrating especially when one of the dates asked you had previously paid a claim in that period so you would have had all the vet history. 4 weeks is too long for a claim to be processed and paid when all documents are sent within 2 days of an operation.
Fastest response and repayment I've had with Bow Wow Meow. And for the first time, no hassles re my claim
Good but missleading
I wouldn't be without pet insurance, however recently I have had to claim for my dog having a cruciate ligament surgery. What they don't tell you is there is limits to certain procedures per year. I was also not covered for animal physio when my dog needed extra rehab because she wasn't recovering as well as she should. Rehab is part of the operation and should be covered. Other than that I am very happy, the claim process is easy and they pay quickly.
Be careful of the 23.59pm start time
Be aware that whatever date your policy starts, it actually doesn't start until 23.59pm of that day. I waited 30 days and then my lab had a small op. I thought it was day 31, but because the policy doesn't start until 23.59pm it wasn't day 31 until 23.59pm and of course he had his op in the day not at midnight, so I couldn't claim. Now if he ever gets a histiocytoma again it won't be covered. I WISHED I'd waited another day or two.
Relatively easy to set up . Customer service often difficult due to language barrier . Claims often take a long time to be processed . I would like to see a system where claims are made at the vet clinic like the Hicaps system used in human health care insurance .
Good outcome but could have been easier
Found the process of making a claim slightly tedious, was asked for vet history multiple times but not specifically what was needed. Email communication instead of letters would be easier. Staff were friendly but could not answer questions. I was told 2 different things on the same day. Overall happy with the experience it was just dragged out. Policy is great value and very easy to set up. Would recommend to others.
So glad we chose pet insurance
Satisfied with everything other than not being able too see the process my claim is in, online and being able to see the ‘invoices which can take a while to come in the post.
My policy etc was not emailed or mailed to me, so had to chase it up. My first claim was slightly problematic as I needed to supply a medical assessment of my pup, which wasn’t explained. My last claim was rejected as your assessment team stated that it was due to a pre existing condition, which was incorrect. It was accidental ingestion of water causing fluid in the lungs. Their assessment was way off and necessitated phone calls, additional information from the emergency vet to support my claim. There were also errors in your letter. On revision the claim was accepted however I wasn’t happy with the letter from your assessment team stating that I should have provided the additional information. You were given all documents from the emergency vet that I was given and the error was yours. I shouldn’t have to argue my case when your staff didn’t assess correctly. All sorted now though.
Slow but steady.
We decided to go with Bow Wow Meow based on a relatives review that they were very easy to deal with and very fast to process claims. The policy itself was very easy to setup. We have processed one claim and were disappointed with how long it took to process. The delay was due to a particular pathology result missing from the documentation, but no one bothered to contact me to tell me this was missing or required, I only found out when I used my lunch break to call and chase up the claim myself. This is the only complaint we have, if the customer service and contact improved then there really would be no complaints. It would also be handy if we received something to say why we got back what portion we got back, as we weren't sure how they came to the figure we had refunded.
We have never used Pet insurance before however decided to take it out due to an incident that cost us a lot of money.
The policy was easy to setup online & the cost seemed quite good compared to other policies. However, enquiry via email on how to add another pet recently & no response so will need to contact them again.
We had to make a claim a few months after we took out the policy & there seemed to be quite a slow process. Receiving multiple letters in the mail requesting the same info I’d already had my vet send. I felt this could have been done earlier & quicker via phone.
I eventually rang the helpline to find out when this would decline to which I strongly disagreed with decision so it to take it review. Our claim was eventually paid out to our satisfaction however this first claim experience left a rather unsavory taste in our mouths.
I must admit though once the claim was reviewed the payment went through very quickly. However if I had just accepted their first assessment & not taken it upon myself to question their conclusion then the claim would not have been paid.
I feel the communication lines could be better once you make a claim, that said it was over the Christmas period so I understand that could have contributed to time frame.
its a great fund have had two dogs now with bow wow (however)
good value easy to set up, wanted to insure older dog however he was too old making it costly to change to Bow wow. The customer service has been very supportive. First claim for previous dog had no problems very quick to settle, slight problem with the second claim (different dog) when provided with further information the rebate took approx. 6 weeks.
This time was better than a previous claim. I would like to be able to claim for his annual injections and routine check each year. I am happy to know that he is insured as then he can have the best of care
Disappointed with staff not listening to the issue, but a successful claim in the end.
After submitting a claim for my dog, who was hit by a car, I was told this was a "pre-existing condition" and not eligible for a claim. When I called to query why the claim was rejected, the person assisting couldn't understand that being hit bit a car couldn't possibly be a pre-existing condition. It became apparent that part of the vet history had not come through. Once this was sent by the vet, the claim did go through. Disappointing that the person in the call centre couldn't understand the issue.
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