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:05/01/2023

  Type:Billing 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 applied for pet insurance in September and was immediately "approved" (and charged). PetSecure then messaged me and let me know that coverage wouldn't start until they received my pet's health records. I've only been in Canada for a couple of years and don't have the health record history they required, so I didn't send it. Instead of cancelling the service (which was unusable without health records), they continued to ******* charge me for several months. I got in touch with them and asked them to refund the charges, as they were charging me for a service I couldn't use. They said refunding past charges was against their policy and they could only cancel. ********* ***************** ********* *** * ******* **** ***** *** ** ********** ********** *** ******** ** ****** ******* *** ** ***************** ******* ** ******* ************** * ********* ******** ********* ** *** ****** ****** *** ** ******** ***** *** ***** **** **** ** **** ****** *** *** * ******* **** **** ******* *** **** ***** ********

  

  Business Response

  Date: 09/01/2023

  HI Kate, 

  Thank you for reaching out regards your concerns and your policy purchased for ******. After review of your file based on that no previous medical information in Canada is available and this is a requirement in order to underwrite the policy, we have made the exception to cancel your policy fo* ****** back to the inception date of September 12, 2022, voiding the coverage and providing a full refund for the premiums charged. The refund will be processed directly to the credit card from which the premiums were being withdrawn. Please allow a few business days for the refund to appear on your credit card statement. 

  Should you have any further questions or concerns, please do not hesitate to reach out to our customer care team at ************** or via webchat. 

   

  Alyx *****

  Director, Customer Operations

  Customer Answer

  Date: 10/01/2023

   
  
  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:12/12/2022

  Type:Billing 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.

  They made canceling my insurance plan for my cat very difficult. "myportal" never works when trying to log in and when attempting to reset my password to make sure that is not the issue I'm given an error page. after getting ahold of them to cancel my insurance they did not send me a cancelation confirmation and then a month or so later I receive a collection letter in the mail for a months charge. I didn't get any type of attempted warning from them that I was still being billed or that it would be sent to collections. all this for 38$

  

  Business Response

  Date: 15/12/2022

  Hi Alois, 

  Thank you for taking the time to share your concerns. We apologize for your recent experience with Petsecure, involving the cancellation of your policy as well as difficulties accessing your customer portal. 

  We believe that we missed the opportunity to inform you of the outstanding balance on your account while you were cancelling your policy and will take this as an opportunity to review our process for future improvements. 

  Please know that we are waiving the balance from your account and will have you removed from the collection agency. 

  If you have any further questions or concerns, please reach out to us by phone at *************** 

  Zoe *
  Director, Customer Operations
  Petline Insurance

  Customer Answer

  Date: 15/12/2022

   
  
  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,
  
  
  
  Alois *******

• Initial Complaint

  Date:24/08/2022

  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.

  During the pandemic, Petline asked us to temporarily stop filing claims for our cat due to a "backlog" of claims that were "overwhelming" their system. Our cat passed away. We notified Petline and sent in as many outstanding claims as we were able. Petline did not respond to us and kept charging us monthly insurance premiums. Whenever we phoned Petline, it was incredibly difficult to get through to anyone and, when we did, no one was able to answer our questions about the status of our claims. The Petline representative would always say, "I will take it to my manger", and then nothing would happen. In our experience, Petline provided terrible customer service. Because of the lack of communication from Petline, we were afraid to stop payment on the monthly premiums for fear that Petline would just close our file without paying the outstanding claims. Petline should have stopped charging us as soon as they were notified of the death of our cat. After a year and countless phone calls, Petline finally paid out some, but not all, of our claims. Only then did they stop charging the monthly premium. Basically, for a whole year, Petline charged us to insure a dead cat! We were never reimbursed for a year's worth of monthly premiums after our cat died (although we had been promised reimbursement) by multiple Petline representatives. We would never insure a pet with this company again.

  

  Business Response

  Date: 19/09/2022

  Thank you for reaching out to Petline. 

  We have had the opportunity to review your file in further detail. We are terribly sorry to hear of the passing of your cat ***** in September, 2020. 

  Upon review of your file, we can confirm that we were first notified of ******* passing on January 9, 2021 via phone call to our Customer Care team.  During this call, we had encouraged the final submission of any remaining claims to properly close out your file. All final claims were not received completely until September 2021, at which point we had processed all expenses, with the exception of a memorial pendant.  At this time, your policy was cancelled 60 days back, to accommodate the final claim submissions. As per Policy Wordings, we will only accept claims for 60 days after cancellation has taken effect. 

  We do want to take this opportunity to clarify that while we were experiencing high claims volume throughout the pandemic, we would not have discouraged any customer from submitting claims. In review of all interactions to our Customer Care team, we can verify these comments are not correct. 

  As a customer service gesture, we have backdated the cancellation of ******* policy to when we first were notified of her passing - January 9, 2021.  This results in a refund in the amount of $273.40 and will be deposited directly to the bank account we had on file on Thursday, September 29, 2022. Please allow 2-3 business days to see the funds reflected in your account.  Should you wish to change the account in which this deposit will occur, please contact our Customer Care team at ************** before Tuesday, September 27, 2022.

  Please let us know if we can be of any further support.  

  Take care, 

  Zoe K
  Director, Customer Operations
  Petline Insurance

   

   

   

  Customer Answer

  Date: 27/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Here is our reply to Petline:
  
  
  
  
  1) Our  cat  was euthanized on September 16, 2020.  We notified Petline shortly after that, along with the veterinary bill for euthanasia.  Petline states we did not notify them until January 2021.  Unfortunately, we have no way to prove that we notified them before this, as we no longer have access to the on-line portal through which we submitted claims. So it is our word against theirs.
  
  
  2) Representatives from Petline told us that Petline was “in transition” and “backed-up” with claims. They requested that we delay submitting claims until they cleared their backlog.  Petline states this is not true.  However, no claims = no reimbursement.  Why would we voluntarily choose not to submit claims (and thus not receive reimbursement) unless we had been specifically instructed by a Petline representative?
  
  
  3) As stated above, we notified Petline of our cat’s death soon after she died on September 16, 2020.  In their reply, Petline admits that they were aware of our cat’s death on January 9, 2021.  So why did they continue to charge us monthly premiums until September, 2021? How is it ethical to keep charging clients monthly premiums for eight months after a pet’s death?
  
  
  4) Because this issue had been going on for over two years, we just want closure.  We accept Petline’s payment of $273.40.  We plan to donate it to a local cat rescue.  Although we will never use this company again, we do encourage Petline to review their procedures to ensure that they are not charging clients to insure dead pets.  We would also encourage Petline to develop better client interface, with improved communication and faster response times to client concerns.
  
  
  
  Sincerely,
  
  
  
  ***** *********