Complaints

This profile includes complaints for PTZ Insurance Agency, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PTZ Insurance Agency, Ltd.

  3315 Algonquin Rd Ste 310 Rolling Meadows, IL 60008-3249

  
• 

  PTZ Insurance Agency, Ltd.

  710 Dorval Dr Suite 400 Oakville, ON L6K 3V7

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:11/15/2023

  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.

  I took out pet insurance with aspca insurance **mpany on September 30 th 2023 they had a 14 day window before the insurance would start, I called my veterinarian Chace veterinarian clinic in ********** ** *****, in October for an appointment after the 14 day window, I was asked the reason for the call, I explained briefly that my *********************** had been drink a lot of water, sometime late September, so I made the appointment for October 25, 2023 on that day ****** my *********************** was diagnosed with diabetes, 4 claims later I was told from aspca insurance ** that I was denied reimbursement for the 70% that would have been paid back to me telling me that this was **nsidered a preexisting illness because I told the vet that he had been drinking alot of water towards the end of September, I was trying to explain briefly why I was **ncerned it **uld have been anything cancer ect so I was denied! I have all his medical re**rds if needed! I would like to be paid the money owed to me!

  Business Response

  Date: 11/30/2023

  Dear Customer Relations Representative:
  
  We are in receipt of your November 16, 2023, inquiry relative to the customers Accident and Illness Policy (PET-P-20000-0920) for his dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. 
  
  The customer expressed concern for coverage of pre-existing conditions. 
  
  The customer is disputing the denial of his dogs diabetes as a pre-existing condition, which occurred prior to the September 30, 2023 effective date of the policy. We based our decision to exclude coverage on a review of medical records, which document the dogs symptoms consistent with diabetes were first noticed the second week of September 2023, placing the onset of symptoms prior to inception.  Based on these notes, the submitted claims correctly excluded coverage for the diabetes, since coverage is determined based on the occurrence of symptoms recorded in the records, not on the date of exam or final diagnosis.
  
  Please see below for applicable excerpts from the Accident and Illness Policy as it relates to pre-existing conditions. 
  
  DEFINITIONS  

  Occur or Occurrence When signs or symptoms related to a condition first were observed by any individual, recorded in your pet's medical record, or would have been detectable by a routine physical veterinary exam.

  Pre-Existing Condition Illness,disease, injury, or change to your pet's health that first occurs or shows symptoms before coverage is effective or during a waiting period. This includes conditions that are related to,secondary, or resultant from a pre-existing condition.

  CURED CONDITION ELIGIBILITY 

  If your pet's pre-existing condition is curable and has been cured and free from treatment and symptoms for a period of 180 days it is a new occurrence. This does not apply to ligament and knee conditions. 
  

  WHAT IS NOT COVERED  

  Exclusions 

  We will not pay for costs associated with or resulting from the following:

  r. Pre-existing conditions that occurred on or before the first effective date of the applicable coverage or during a waiting period.

  Based upon the available information we have on file, our review indicates the claims were processed in accordance with the terms, conditions and exclusions of the Accident and Illness Policy (PET-P-20000-FL-0920). 
  
  We hope that the information provided in response to your inquiry is satisfactory.  Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************. 
  
  Sincerely,
  
  *****************************
  Compliance Analyst
  ASPCA Pet Health Insurance
  PTZ Insurance Agency, Ltd. (NPN #*******)
  *********************************

• Initial Complaint

  Date:10/18/2023

  Type:Order 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.

  This is a pet insurance subscription. I have been on it a while now. And I took my cat to the dr and paid the bill. I gave the paid in full invoice and got reimbursed $0 from 24 petwatch. This service is a total scam. They provide nothing. If they wont even contact the vet to get what whatever information they need then what am I paying them for? I paid the bill in full to the ********* exactly am I paying for? It is a complete ripoff. $34.55/month + $120 dr ***** I have been paying over a year. $534.60 is 12 months + the $120.00 dr ***** They literally did nothing for the money I gave them.

  Business Response

  Date: 10/27/2023

  We apologize for the customers disappointment with their 24PetWatch experience. 
  
  We have been in contact with ****************** and have addressed his concerns regarding the claim in question. A reassessment for the claim was completed and the Explanation of Benefits emailed to ******************. We encourage the customer to reach out to our office should he have any further questions or concerns.
  
  We would like to thank ***************** for taking the time to provide her feedback. We take our customersfeedback very seriously as we are constantly looking to improve our product and service offerings.
  

  Customer Answer

  Date: 10/30/2023

   
  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:10/11/2023

  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 recently adopted a dog and the owner of the rescue advised me to contact 24Petwatch to transfer the contact info on the microchip to me. I called and spoke with a representative who changed the info and told me that the coverage would be $49.95 if I wanted to pay yearly or $269.53 for lifetime coverage. I went with lifetime. I was also told a "paw pack" of toys and things was included with the lifetime membership. Then I got two invoices - one for *************" for $66.48 (which includes a $12.49 shipping fee) and one for $203.04. I called to get the $66.48 refunded as i don't need or want ************ and was told they could refund me $50 - when I said no I was told to cancel my charge on my credit card as that would be easier for me. Additionally, their website says that Lifetime membership is only $99 AND it says that it costs nothing to transfer the contact info on a microchip. I feel I was scammed and lied to by this company.

  Business Response

  Date: 10/13/2023

  Hello *****,
  
  Thank you for taking the time to speak with me earlier today. Once again, we appreciate your feedback and we apologize for your experience when you were initially doing the registration for your pet and when you were calling us back for your refund.  As I confirmed with you over the phone, the registration is complimentary, you have your online self-serve recovery profile through mypethealth.com and I have also provided you with a complimentary Lifetime Protection Membership which means youll have full access to our call center in the event ***** goes missing. Once again, our apologies for your experience and we will continue to work towards taking your feedback and creating the best experience for you and our customers moving forward. Any further questions please visit our website at www.24petwatch.com or give us a call at **************.
  

  Thank you,

  *******************

  Customer Answer

  Date: 10/13/2023

   
  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:06/21/2023

  Type:Service or Repair 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 purchased pet insurance for my 2 cats from ************** which is operated by PTZ Insurance. When trying to log in to their system to make a claim and cancel my insurance since the cats live elsewhere, they make it IMPOSSIBLE to login. They gave me a password to try that didnt work. Then when I emailed back, they said it looked like I logged in per their system. I emailed back asking to cancel my account and assist me with making a claim and I havent heard back. And I have not heard back. I tried to reset my password and there are only error codes on their website and Im unable to reset the password or log in.

  Customer Answer

  Date: 06/22/2023

  Hello, 
  The business has responded and are honoring my request. I no longer need assistance. 
  
  Thanks!! 
  Kelsey 
  

  
  

• Initial Complaint

  Date:05/27/2023

  Type:Customer Service 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've been trying to get a supervisor to call me back to address the erroneous collection emails I've been receiving. I've been told several times that it was an error and would be corrected and that someone would get back to me to confirm that the matter had been resolved. Unfortunately, I've having trouble getting anyone to call me back. I would like this matter resolved and closed.

  Business Response

  Date: 06/20/2023

  We apologize for the customers disappointment with their 24PetWatch experience. 
  
  We have been in contact with *************** and have addressed her concerns. We encourage the customer to reach out to our office should she have any further questions or concerns.
  
  We would like to thank **************** for taking the time to provide her feedback. We take our customers feedback very seriously as we are constantly looking to improve our product and service offerings.
  
  ***********************
  Insurance Services Specialist
  ************************
  *****************************************************

  Customer Answer

  Date: 06/22/2023

   
  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:05/21/2023

  Type:Product 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.

  ***** continues to deny over Two thousand dollars of current claims for my dogs sudden congestive heart failure condition. We were not advised of any issues concerning a congestive heart failure in the past yet ASPCA claims preexisitng condition for an alleged murmur in ************************************* prescribe meds. During Covid the pets were not seen for anything other than serious illnesses, my pet wasnt considered to have an illness. In addition, my 1st policy with ASPCA from 12/2020 to 9/2021 was active during the time that ASPCA is claiming my pet had a chronic pre existing conditiion, but refuse responsibility under 1st policy as well as 2nd policy. They would like to have their cake and eat it too. The reps have no knowledge of how the process works and try to tire you ut with endless paperwork requests , claims delays, website technical issues and ultinately deny you for even prescriptions.In summation, she was insured by ASPCA since 12.4.20, and they are denying on a baselss pre existing unfounded, and untreated condition that was not documented on my vet's file. My dog has a serious heart failure today and is unrelated to anything in 2020 or 2021, even though she had coverage with ASPCA during that time as well.ASPCA will need to pay for all reimbursement or issue a refund for every month I paid for this policy in vain. This company is a fraud.

  Business Response

  Date: 05/30/2023

  Dear Customer Relations Representative:
  
  We are in receipt of your May 21, 2023, inquiry relative to the customers Accident and Illness Policy (PET-P-20000-**-0920) for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. 
  
  The customer expressed concern for coverage of pre-existing conditions. 
  
  The customers dog was previously enrolled under the Accident and Illness Policy (PET-P-20000-**-0919) with an effective date of December 5, 2020.  Per the customer request, this policy was cancelled effective September 20, 2021,in accordance with the POLICY CANCELLATION, When You Cancel section of the policy.  Our records reflect we did not receive any claim submissions under the canceled policy. On October 6, 2021, we received an email from the customer asking for the policy to be reinstated.  We informed the customer we were unable to reinstate the canceled policy and offered a new enrollment. The customer re-enrolled her dog on a new Accident and Illness Policy (PET-P-20000-**-0920) policy effective July 26, 2022.  Medical records obtained for claim reviews indicate the dog was noted to have a heart murmur, a symptom of underlying cardiac disease, on October 29, 2021 (the earliest date of medical records provided). Since the dogs heart murmur was present on October 29, 2021, during the lapse in coverage, the cardiac disease was deemed ineligible as a pre-existing condition which occurred prior to the new policy effective July 26, 2022 and did not meet the 180-day cured condition eligibility requirement.
  The customers concerns were previously reviewed in appeal and a detailed response was provided directly to the customer on March 27, 2023.  Please see below for applicable excerpts from the Accident and Illness Policy as it relates to pre-existing conditions. 
  
  DEFINITIONS  

  Occur or Occurrence When signs or symptoms related to a condition first were observed by any individual, recorded in your pet's medical record, or would have been detectable by a routine physical veterinary exam.
  Pre-Existing Condition Illness,disease, injury, or change to your pet's health that first occurs or shows symptoms before coverage is effective or during a waiting period. This includes conditions that are related to,secondary, or resultant from a pre-existing condition.
  
  CURED CONDITION ELIGIBILITY 

  If your pet's pre-existing condition is curable and has been cured and free from treatment and symptoms for a period of 180 days it is a new occurrence. This does not apply to ligament and knee conditions. 

  WHAT IS NOT COVERED 

  Exclusions 

  We will not pay for costs associated with or resulting from the following:

  r. Pre-existing conditions that occurred on or before the first effective date of the applicable coverage or during a waiting period.
  Based upon the available information we have on file, our review indicates the claims were processed in accordance with the terms, conditions and exclusions of the Accident and Illness Policy (PET-P-20000-**-0920). 
  
  We hope that the information provided in response to your inquiry is satisfactory.  Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************. 
  
  Sincerely,
  
  *****************************
  Compliance Analyst
  ASPCA Pet Health Insurance
  PTZ Insurance Agency, Ltd. (NPN #*******)
  *********************

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 2**87249
  
  I am rejecting this response because:
  

  Hi

  
  

  I reject the response provided by the business for the following reason:

  
  

  The Business has not provided an explanation as to how a murmur that was not considered serious or requiring treatment is a Pre-exisiting condition that is now heart failure. There is no document or record provided by the Business that states this was a condition that required treatment.

  
  

  In addition, the Business was also the active provider at the time this murmur they reference was mentioned. It is my experience that if there is coverage during a suggested "pre condition" then the carrier that is active at that point in time, is still responsible for treating any affiliated costs to such condition.

  
  

  Thank you.

  
  

  
  

  
  

  
  

  Sara Betzalel

  Realtor 
  

  ********************************* Realty

  ************

  
  

  
  

  
  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/14/2023

  We are in receipt of your June 8, 2023, follow-up inquiry relative to the customers Accident and Illness Policy (PET-P-20000-**-0920) for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer.

  The customer expressed continued concern for coverage of pre-existing conditions.

  As stated in our May 30, ********************************************************* March 2023 raising the same concern.  A detailed response providing an explanation of the pet's pre-existing condition was provided to the customer on March 27, 2023.

  We understand the pet was never tested or diagnosed with congestive heart failure. However coverage under the Accident and Illness Policy is based on signs and symptoms of a condition and when they first occurred, and not on a definitive diagnosis or when a condition first requires treatment. While we understand that medication to treat the pet's heart condition was not prescribed until October 2022 and a diagnosis of chronic valvular disease was not confirmed until an echocardiogram was performed on January 9, 2023, signs of this condition were first noted in the medical history on October 29, 2021 and diagnostic testing, including radiographs and an echocardiogram were recommended at this time.

  Based upon the available information we have on file, our review indicates the claims were processed in accordance with the terms, conditions and exclusions of the Accident and Illness Policy (PET-P-20000-**-0920).

  Thank you for the opportunity to respond to this matter. If you have any questions or need additional information, please contact me at ************.

  Sincerely,

  *****************************
  

  Compliance Analyst

  ASPCA Pet Health Insurance

  PTZ Insurance Agency, Ltd. (NPN #*******)

  ***************************

• Initial Complaint

  Date:04/06/2023

  Type:Customer Service 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.

  The unsubscribe button on all email communications from this company does not work. It returns a 404 error

  Business Response

  Date: 04/17/2023

  Good morning ****, 

   

  Thank you for taking the time to reach out to us with your concerns. Although we always do our best to ensure that the experience is as user friendly as possible we do understand that sometimes some issues can arise and we appreciate your feedback. 

  Please rest assured that we have unsubscribed you from receiving any marketing emails on our end and we have verified that there are no issues with the unsubscribe link. 

  Do not hesitate to call into our call centre if you have any further questions or concerns. 

  **************

  Thank you,

   

   

• Initial Complaint

  Date:02/26/2023

  Type:Product 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 adopted a dog last month. He was rehomed to me. His owner told me that I could have the microchip transferred to me for free. The representative I talked to on the phone only gave me two choices. 200 dollar lifetime of 50 yearly. I said the yearly and he was clearly very annoyed at that choice and suddenly there was a third option. It was supposed to be 100. Not once was I given the option of not paying. That lacks so much integrity. I get disability. The ** rep was completely lacking integrity by only offering 2 choices, then irritated I wouldn't pay 200 a third choice. Made it seem like I would be stupid not to pay. I have since been in touch with the shelter bear was originally microchipped at and they said there should be no fee. To make it even worse the customer service guy told me I would receive an email receipt and coupons in my email immediately. I never received either. My credit card info is saved online. I NEVER agreed to that and can't delete it off. I will never ever register another account or animal with these people. I'm going to contact my credit card company because I shouldn't have two fees!

  Business Response

  Date: 03/20/2023

  Good afternoon ******,
  
  Thank you for taking the time to share your feedback and experience. I have attempted to reach out to you on a few occasions and have been unsuccessful. We have reviewed the call and provided feedback to the agent that you spoke with.
  
  As a goodwill gesture we have issued 2 refunds 1 in the amount of $106.69 and 1 in the amount of $20.66. Please allow 3-5 business days for the refund to reflect on your credit card.
  
  We have also added a complimentary Lifetime Recovery Membership on your account for Bear.
  
  Thank you for choosing 24PetWatch and do not hesitate to reach out if you have any further questions.

  Customer Answer

  Date: 03/20/2023

   
  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:01/05/2023

  Type:Service or Repair 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 recently adopted a dog at my local shelter in ******, **. Included in the pet adoption was the pets microchip, which in my case needed to be transfered from the previous owner. When I called to transfer the chip to my information, I was never told there was no cost to do this. Instead, I was offered three plans. An annual, lifetime, and lifetime plus. NEVER was I told these were optional. Instead, the sales rep takes all of your information and then gives you the three options to pay. After the call completion, I was told (via the shelter) these are optional plans and it is no cost to transfer the microchip. I was extremely disappointed that this company used deceiving and dishonest sales practices. When I called them back to call them out on this, they tell you that all sales are final. I also see that I am not the only one with this complaint, so clearly, this company has dishonest/deceiving sales practices.

  Business Response

  Date: 01/09/2023

  Hello ****,
  
  We have received your feedback about your experience when you called to transfer and register your pet to you name. We appreciate your feedback and we take these matters seriously and will be coaching our team in order to create a better experience and to avoid any miscommunication or misinformation about our transfer process and services. A manager from our team has reached out to you and has provided you with a full refund for the purchase that you made which you will receive within 3-5 business days on the method of payment used for the purchase. If you would like to discuss this matter further please do not hesitate to give us a call at ************** and one of our managers will be able to assist you.

  Customer Answer

  Date: 01/09/2023

   
  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:11/14/2022

  Type:Product 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 purchased a microchip membership around 10/15/22, requested a refund around 10/17/22 and am being told my refund was processed on 10/22 but have not received my refund. It has been 16 business days and after Numerous phone calls and emails this issue still has not been resolved. My refund is to be in the amount of $202. I attached a picture of the account I am being told it was refunded to and as you can see I have not Received that amount in a refund. Thank you

  Business Response

  Date: 11/21/2022

  Hi ******, thank you for reaching out to us regarding your feedback about your recent experience. A member of our leadership team reached out and left a voicemail on November 16 about your inquiry. We apologize for the experience you had and the length of time it took in order for you to receive your refund. We can confirm that a refund has been processed and you will be seeing that back on the method of payment within 5-7 business days. Once again, our apologies for how long this has taken. Our goal is to provide our customer with the best experience possible and we will be taking this as a coaching opportunity to create a better experience for the future. Please feel free to reach out to us if youd like to connect further and you can ask to speak with one of the membership managers **************.

  Customer Answer

  Date: 11/21/2022

   
  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,
  
  ***********************