Unacceptable Claims Speed
EDIT: 'Claim was put through and money returned to my account yesterday. The following review still applies.'
Honestly ridiculous waiting period to receive money back (there's another reviewer here that I can see has the same issue).
3.5 weeks since submission of the claim and I still haven't received my refund - called RSPCA for the second time and no progress had been made since my first call. Apparently you need to submit documents regarding your pet's vet history, which I was told twice from two different vets isn't information they supp...ly to you as the client. Any reason this is being asked for by RSPCA? It seems like this instrumental part of the claims process, which I'm assuming you do on a fairly regular basis every day might've popped up as an issue before (see the attached photo). Alongside of that, their communication on the progress of your claim is pretty whack - emails that bear no resemblance to the point that your claim is actually at - which for me was dead in the water until I called. I should also add that I wrote two email asking for a please-explain to their general enquiries, both of which were ignored. I hate writing reviews, but when you pay for a hospital visit outright and then accrue interest on a credit card because claims officers/RSPCA's business structure doesn't prioritise expediency - you can understand why my first negative review might be written. Advice to potential clients: don't rely on quick refunds from RSPCA (and honestly this might apply for other pet insurers too), take the offer for paying off visits step by step (if the vet offers that) and then deal with those smaller claims after the fact so that you don't get hung out to dry.
Really Difficult to Contact
Our Dog passed away on 12the of March and call them to cancel the policy and try get refund. Every time they drop the call and no refund. Terrible service
Crap - nothing gets refunded !
$50 a year for general shots is all I get refunded / nothing else! My dog had a strange infection and nothing refunded so far. ! Why is this so hard??? Surely this shouldn’t be so hard!!!
Appalling Heading to Ombudsman. Would not recommend RSPCA Pet Insurance and feel their ads are very misleading.
Resolve a claim well let's see I lodged Monday and today got told - no. Even though I signed up for illness and injury - so fast at saying no to claims
Claim refused and unable to cancel the policy
We lodged a claim for our dog for dental treatment. $2,000 worth of work and not covered. We requested a cancelation but we had to pay for the whole year from the date of our policy. We calculated that the Money we paid per month for the last few years would have covered the cost of the dental work. We also had to ring them to find out what was happening with our claim. In my opinion, insurance companies are a rip off. Very disappointed!!
Claiming is difficult and they claim pre existing things that are not. How can an ear infection be pre existing. Pup had one and it cleared up. 6 months later he has another. They are two separate infections but because vet said it "might" be caused by allergies it becomes pre existing.
Don’t bother trying to make a claim as they try and find any excuse not to cover it. They won’t cover my dog for a simple ear infection because he had ear mites 3 years ago even though my vet said it wasn’t caused by ear mites! When I emailed them they didn’t want to help me and now I have no reply. I am worried that if something serious happens to my dog they wont cover him :(
Have never been so disappointed.
Sure, it is so easy to join up, they welcome you with open arms, easy peasy! But don't try to claim, they will wiggle their way out of anything. I think it is very sad that this company is flying on the shirt tails of such a worthy company as the actually RSPCA, who do a wonderful job. And did you know that an ingrown hair follicle would later on be deemed as a skin condition, so no cover for allergies etc. Really pathetic. Would not advise anyone to joint this insurance company.
About to cancel
This company are now charging me $114 per month for my two cats. The fees have just kept jumping. Apparently Blue Russian cats incur a higher risk? Every time I call, I get someone in the Phillipines. The language barrier makes it difficult and they don’t tend to understand what I’m asking and can’t answer my questions. So frustrating and takes up so much time!! I feel like I have had to fight so hard to make claims and get refunds when I’ve been a loyal customer and paid them my hard earned dollars since 2016. It feels like you’re guilty till...proven innocent! Currently, I am very out of pocket as I paid $500 for my cat 7 days ago and still haven’t got my money back. Their response “we take 5-10 business days to process your claims.” If they are missing some documentation from the vet, they don’t tell you. They send the vet a letter in the snail mail! It’s been a terrible experience. I want to cancel but have to pay out the 12 month contract!!
Terrible experience, would not recommend!
Rejected our claim because we told our vet that our dog drank a bit of water and they used this as a prior symptom. After we cancelled our insurance they sent us a letter stating their condolences for the death of our dog (dog was definitely not dead). Extremely impersonalble and stressful process. Will use any information you have provided to the vet to reject your claims.
Worthless insurance, RSPCA will do whatever they can to avoid paying claims.
The sales team is based in Australia, as soon as you need to make a claim though your call is diverted to unhelpful people in the Phillipines. Our claim has been rejected in full despite the condition definitely not being pre-existing. Very unethical insurer, would never recommend them to anyone.
I got my first dog by myself and wanted to have insurance so if anything happen my boy would be okay. I had the best cover, most expensive and the first 3 years on that cover my dog experience a multitude of issues adding up to around $6000! Not a single dollar covered! So I changed to general accident cover. And again another $4000 in the last 2 years and nothing horrible customer service I paid around $3000 for basically the postage of letters declining my claims. Even my vet was horrified about the lack of care and service I have experienced!
False sense of security
I have been with Rspca for 3 or 4 years.
This was my first ever claim on my poor cat Angelo who was admitted to hospital from constant vomitting. It was an accidental injury!
I submitted my claim and no response a week later I got a message to say it was been adhered to, so initially I was happy!
9 days later no response ! I checked my portal daily to track my claim!
So I rang and a lady kept putting me on hold because she wanted to ask and double check which is fair enough !
She then told that they had already denied my claim! Yet how come I ...
|Annual Benefit Limit||$11,000|
|Amount of Vet Bill Covered||Up to 60%|
|Minimum Pet Age||8 weeks|
|Accidental Injury Cover||Included|
|Routine Care Cover||Not Included|
|Emergency Boarding Fees||$500|
|Cooling Off Period||30 Days|
|Cruciate Ligament Conditions||Included|
|Waiting Period for Illness||30 Days|
|Condition Limit||$2,000 per condition (General Accident & Illness Cover only)|
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