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:06/03/2025

  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 am filing a formal complaint against Pumpkin Insurance Services **** (Account: ************* due to deceptive billing practices, lack of transparency regarding their "Preventive Essentials" plan, and misrepresentation of information.When I enrolled in the "Preventive Essentials" plan, the monthly billing option led me to believe it was a month-to-month service cancellable at any time. However, upon attempting to cancel, I was informed it's an annual commitment, incurring a $309.10 "outstanding balance" for early cancellation after utilizing benefits. This annual commitment and cancellation penalties were not clearly disclosed during enrollment.Pumpkin Insurance has also repeatedly and automatically renewed this annual plan and increased prices without adequate and transparent notification. While I received renewal emails, they required me to log in to my account to view crucial details, including price increases from $49.88 to $64.09. This places an unfair burden on the customer to find essential information.Furthermore, Pumpkin has misrepresented my pet's medical history. A representative incorrectly stated a condition was pre-existing for a denied claim, only to admit it was a mistake after I challenged them. This raises concerns about the accuracy of their record-keeping and communications.I need my Pumpkin Insurance and "Preventive Essentials" plan canceled immediately, and the $309.10 balance waived. This charge is unfair because the plan was misrepresented as month-to-month, renewals and price increases (from $49.88 to $64.09) weren't clearly communicated, Pumpkin miscalculated the balance, and I've historically overpaid. I seek a fair resolution, preferably a full waiver or a prorated settlement. I have attached all relevant email correspondence.

  Business Response

  Date: 06/20/2025

  Dear ******** *******,
  

  We are in receipt of the June 5, 2025 inquiry ******** relative to the above-mentioned policy holder regarding their Preventive Essentials Plan for their dog, which is an optional add-on to their Accident and Illness coverage insurance policy. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet ********************** policy is a personal lines property and casualty product filed under inland marine. Pet insurance products are underwritten by either Independence American Insurance Company (NAIC #*****) or ************* Fire Insurance Company, ************************************* (NAIC *****). Pumpkin Insurance Services****** (Pumpkin) is the producer responsible for offering the Pumpkin Pet Insurance program. The Preventive Essentials Plan is not an insurance product.
  

  The customer enrolled in an Accident & Illness insurance policy with Pumpkin, along with the optional Preventive Essentials plan, effective April 24, 2023. Both the insurance policy and the Preventive Essentials plan periods are 12 months and automatically renew each year unless the customer requests cancellation. The most recent renewal took place on April 24, 2025, marking the commencement of a new 12-month term.
  The Preventive Essentials Customer Agreement, which is made available immediately after purchase in the customers online ************** outlines the 12-month term, the plan benefits, the monthly and annual costs, and the cancellation terms. The terms outlined in the Pumpkin Preventive Essentials Customer Agreement Version 4.0, under section 6. (a) are as follows:
  
  If any Preventive Essentials Claim was refunded to you and you elect to cancel, during the Pets Initial Term or Renewal Term, then you will owe Pumpkin an Outstanding Balance equal to the actual amount refunded to you for any Preventive Essentials Claims during that plan year less the aggregate amount of Fees paid by you during that plan year of Fees.
  

  These terms have remained consistent since the customer's initial enrollment in 2023. Customers are also allowed to reconsider and cancel ahead of an upcoming renewal without any penalties or cancel within the first 30 days of any plan period and receive a money-back guarantee as long as they have not yet used any plan benefits during the plan period.
  Pumpkin provides notification approximately 70 days prior to each plan renewal. These notices, sent via email, inform customers that their policy and plan will automatically renew and encourage them to log into their account to review any updates to plan details, pricing, and benefits. In this case, the customer received an email communication reflecting this process. Because the customer opted into paperless communications, all relevant plan and renewal information was made available in the ************** While the email did not include specific plan pricing in the body of the message, it clearly instructed the customer to log in to view full renewal details, including any applicable changes.
  

  On May 13, 2025, the customer submitted Claim #*************** and utilized a portion of their Preventive Essentials benefits for the ********* term. The total refund for that claim issued to the customer was $355.00. At that time, the customer had only paid two monthly installments toward the plan, totaling $45.90. When the customer requested to cancel on May 30, 2025, they were informed that, in accordance with the plans terms and the value of benefits already received, an outstanding balance of $309.10 would be due. We acknowledge that our representative initially misstated the balance as $390.10; however, this was promptly corrected in a follow-up communication, and we apologized for the confusion.
  

  Pumpkin is committed to transparency and providing customers with clear and accessible information regarding plan terms, pricing, and renewal processes. The Preventive Essentials plan is not an insurance product but an optional wellness package with fixed annual benefits and terms. These were disclosed to the customer both at the time of initial enrollment and again upon each renewal. Customers have ongoing access to their plan documents through their online ************* and are notified in advance of any upcoming renewal.
  

  In light of the customer having used their wellness benefits and paid only a small portion of the plan cost, the outstanding balance of $309.10 is accurate and consistent with the terms of the agreement. While we understand the customers concerns, we must respectfully maintain that the balance remains due and is not eligible for waiver.
  We appreciate the opportunity to clarify and address the customers concerns and hope this explanation provides the necessary context around our policies and processes.
  
  Sincerely,
  ******** *******
  ******** ******* * ********** *******
  ******* ********* ******** **** 
  

  
  

  Customer Answer

  Date: 06/23/2025

  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 and the matter has been resolved.

  However, I do want to make a clear note that my perception was that this was an annual plan, and I hope that Pumpkin considers being more transparent with new customers regarding the terms, especially the financial obligations associated with early cancellation after utilizing benefits. While I understand the terms were available, the way they are presented can lead to misinterpretations.
  I appreciate you taking the time to address my concerns.

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

  
  

• Initial Complaint

  Date:01/30/2025

  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 submitted a claim online on 12/16/24 for our dog's herniated disc surgery. I sent all available vet records for that incident. Since it is our first pet insurance claim (ever), we also had to submit all prior vet records for our dog. I have submitted all of her vet records three times now but Pumpkin keeps coming back to ask for the same records again. This last request, I reached out to the vet clinics to ensure that they would provide Pumpkin with the information requested for the fourth time. However, when I reach out to Pumpkin to confirm receipt of said vet records, it takes them 2 days to reply, It has been almost 6 weeks now since I submitted the claim. The vet records have all been submitted multiple times. The claim needs to be processed.

  Customer Answer

  Date: 02/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/02/2024

  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.

  Pumpkin is my insurance provider for my cats. It is not the same as a healthcare provider for a human. I was approved for $109.45 claim over 30+ days ago, which was supposed to be sent to me as a check which never arrived. Your representatives told me that the check was canceled and to enter my checking account number for a direct deposit. I did that they told me that the funds should arrive in my account by Thursday or Friday this week. This never happened so I called them today to be told that I was lied to by multiple representatives and that its gonna take 30 days from December 12 in order for you guys to re-initiate the payment into my checking account this issue needs to be taken care of now not in 30 days, I pay you guys monthly I pay you guys on time however, you wont pay me on time if this issue is not resolved in a satisfactory manner as well as a refund from my last month since I was not given the service I paid for I will cancel my plan with pumpkin and I will back charge my last six months or the payments you have one week to solve this problem

  Business Response

  Date: 01/10/2024

  Dear *********************,
  
  We are in receipt of your January 4, 2024, inquiry ID: ********, regarding an issue with a customers claim reimbursement check for a claim filed under their Accident and Illness their pet. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. Pet ********************** products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** (Pumpkin) is the producer responsible for offering the Pumpkin Pet Insurance program.
  
  The customer expressed concerns regarding delays in receiving their claim reimbursement check of $109.49 for claim ***************. The check was issued on November 3, 2023, to the customers address on file. On December 12, 2023, the customer contacted us inquiring about the claim reimbursement check alleging that he did not receive the check. He was told that we would put a request to reissue the check with **************** and that it could take up to thirty days for the check to be reissued if approved. As part of the reissue process, our Operations and Finance teams review the request with our financial institution to determine if the checks in question have already been cashed. Our bank records show that on 11/29/2023      the check in question was cashed. Checks that have been previously cashed cannot be reissued.
  
  On December 20, 2023, the customer contacted us again asking for an update and the customer experience advocate misinterpreted the request updates in the system and provided the customer with incorrect information about the timeline of the request and informed the customer that they would be receiving their reimbursement reissued via direct deposit. The customer was not made aware at the time that the finance team was unable to reissue the reimbursement because the original check was cashed.
  
  On January 4, 2024, we received this complaint from the customer and contacted the customer to apologize for the confusion and clarify the situation and timeline.
  
  Accordingly, we consider this matter to be concluded.
  
  Thank you for the opportunity to respond.
  
  Sincerely,

  ******************************* | Operations Manager

  Customer Answer

  Date: 01/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  as I explained to your employees, the check was fraudulently cashed, and I did not cash that check. I even contacted you and provided you with a police report. You can also reference the image of the first check you guys sent me and reference the image of the second check and see that the signature is not the same. Neither is the bank account that it was deposited into. This issue is not resolved because the check was fraudulently cashed. You did not pay me the $109.49.Someone stole the ******* check and cash it. But apparently thats too ******* hard to understand or accept a police report. Since you guys will not fix the problem, I have contacted my bank and put a stop payment on my card and issued a chargeback. You can either pay me the $109.49 as agreed to in my approved claim or you can fight the chargeback. Take your pick. Absolutely ridiculous that you do not have a policy in place for stolen checks. How am I to trust or know that one of your employees stole it, or maybe a postal employee stole it or somebody stole the **** thing at the mailbox. It is a ******* ridiculous that your company cannot comprehend, basic ******* issues. Or have a basic policies in place for fraud. Get it the **** together because if you dont, Im going to copy and paste a screenshot of this ******* response posted all over ****** reviews, BBB reviews, yelp, reviews, and any other review site to make customers aware of the fact that you have zero policy in place for customers checks that were fraudulently cashed and wont do a dam thing to fix the problem. At the end of the day I never received a ******* dollar of the $109.49 and I still had to pay that ******* bill out of my pocket I am beyond disgusted by this response, and your companys lack of professionalism. In this matter. Zero excuse for the lack of resolution you can simply look at the two checks and see the difference in the ******* signature. Either you guys dont do proper investigations are you simply dont give a s*** because someone fraudulently cash that check and that $109.49 came out of your account if I cant get a proper resolution Im just gonna go to the licensing board as well.And make them aware of the fact that you guys dont do anything for stolen fraudulent checks that were not cash by the consumer, and refused to issue the consumer, the money per the agreed to claim. I have been fighting you guys for too long on this matter I will also provide my bank a copy of this original response from yall to help aid me in my charge back so you can either is show me the $109.49 into my checking account or you can eat the fees of more than probably $35 per chargeback times 12.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 02/01/2024

  Complaint Response
  
  ******** ** ****
  
  Dear *********************,
  
  We are in receipt of your follow up inquiry on January 24, 2024, (inquiry ID: ********* regarding an issue with a customers claim reimbursement check for a claim filed under their Accident and Illness their pet. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. Pet ********************** products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** (Pumpkin) is the producer responsible for offering the Pumpkin Pet Insurance program.
  
  The customer expressed continued concerns regarding delays in receiving their claim reimbursement check of $109.49 for claim ***************.
  
  Upon further review of the additional documentation provided by the customer, ********************** recognizes discrepancies and has decided to proceed with reissuing a new claim reimbursement of $109.49 for the same claim ***************.  We are in direct contact with the customer to further resolve the matter.
  
  Thank you for the opportunity to respond.
  Sincerely,
  
  *******************************
  
  ******************************* | Operations Manager
  Pumpkin Insurance Services ****

• Initial Complaint

  Date:12/06/2023

  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 purchased pet insurance from Pumpkin for my 19-year-old senior cat, coverage effective mid-October. I took her in for a routine checkup/establishing care with the local vet at the end of October. At the appointment, we noted that she had lost about a pound over the last few years, but I was assured by the vet that she looked healthy and everything in the physical exam seemed great, that muscle loss was normal in senior cats as they slow down and nap more, and I left thinking nothing at all of the interaction. They **** routine but optional bloodwork and ran a set of labs, the results of which I received two weeks later. These showed advanced ******* ****** *******, shocking both myself and the vet. I had to purchase prescription food, medication, supplements, etc, very suddenly at the vet's instructions and bring the cat into the vet for some IV fluids after the change in food was causing aversions, all very typical for treating this condition and all should have fallen under the insurance policy I purchased, as there were no signs or symptoms before the coverage effective date.My claims have been denied and I am informed after corresponding with customer service that they are counting that weight loss as a "symptom", making this a pre-existing condition and refusing to cover any of it. I have requested a full cancellation, which I have not received confirmation of, and a refund of the amount paid to Pumpkin thus far, which has been refused. If regular aging is going to be considered a sign and symptom and make any condition pre-existing, they are not providing the service they are selling and sold me my policy under false pretenses.

  Business Response

  Date: 12/18/2023

  December 18, 2023
  Better Business Bureau Attn: *************************
  RE: Case#: ******** Dear *************************,
  We are in receipt of your December 6, 2023, inquiry relative to the above-mentioned policy holder regarding their Accident and Illness Coverage for their cat. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet ********************** policy is a personal lines property and casualty product filed under inland marine. Pet insurance products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** is the producer responsible for offering the Pumpkin Pet Insurance program.
  The complainant enrolled their cat in the Accident and Illness Policy with an effective date of September 29, 2023.The policy subsequently renews on an annual basis unless canceled by the customer. Medical records obtained indicated that the patient was first seen for chewing on the inside of her thighs on October 27, 2023, wherein it was also described by the complainant that the cat had been losing weight over the past few months. Senior blood work was recommended to establish an underlying cause for the pets weight loss, which indicated that the cat had ******* ****** *******. No other cause for the pets recent weight loss was proposed or diagnosed. With respect to this insurance policy, onset of a condition is determined when signs and symptoms first began, not when treatment is performed or a final diagnosis made. Since the complainants cat first exhibited symptoms of ******* ****** ******* prior to the Policy Effective Date, this condition, including any secondary and/or related conditions, is considered pre-existing. As stated in the policy terms and conditions, we do not provide coverage for pre-existing conditions.
  The complainant also submitted a formal Washington DOI complaint regarding the same medical condition on December 5, 2023, which will be addressed separately.
  To date, all claims submitted for the policy holder have been processed according to the policy terms and conditions.As requested by this customer, we have canceled their policy effective December 4, 2023 and have refunded all premiums dating to policy inception on September 29, 2023. Accordingly, we consider this matter to be concluded.
  Sincerely,
  *****************************
  Senior Pet Claims Analyst Pumpkin Insurance Services 

  Customer Answer

  Date: 12/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/28/2022

  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.

  Pumpkin denied today a prescription diet that was always been accepted since July 2021, when my dog had a cancer tumor removed from his intestine. ****** since surgery has sensitive GI after surgery, even last October he presented GI problems and was admitted in the *** and again he was placed in sensitive diet. I was concern because ****** has oncology exams early January that could be impacted or delay if I do an appeal on the diet. Pumpkin said today that the appeal will not affect other claims but later in the email information about the appeal they said that they might impact other claims as they are related. So how am I supposed to continue caring for his care when Pumpkin might stop these future expenses on the light of an appeal? They raise ****** premium from $117 to $177 as of January 2023. How does this look for caring for my pet?

  Business Response

  Date: 04/28/2023

  Based on this customers complaint, we were able to reopen her claim via appeal, and ultimately did overturn the decision. We communicated this to the customer in February with new claim documentation and a new Explanation of Benefits. This is resolved. 

  Customer Answer

  Date: 04/28/2023

  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 and the matter has been resolved. The business refunded all the pertinent receipts in  30 days that was the original complaint
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/22/2022

  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 wish to file a complaint against Pumpkin pet insurance. I filed a claim on 9/24/22 and still have not received a response after numerous calls and emails. Their claim is that you get paid quickly and the process is seamless and stress free.I have not had this experience. I submitted all records within one week myself. I called many times and was told they had the records. Then was told first claims take more time and it would be approximately 3 weeks. No response at that time then it became they were short staffed and it may take 3-5 weeks. Then after close to 6 weeks it became they had not received some records. That they none needed vet notes and medical records which was never mentioned in previously. I called all the vet practices again and requested the records and notes and they confirmed they had submitted the requested information already but sent the records to me which I submitted at this point in triplicate to them. I emailed yet again and was told that someone would be addressing the issue and I would I have a response and 3 weeks later nothing. Instead of a decision I got an email from an adjuster saying they didnt have all the info. I feel as though i have had to do the work of claimant and adjuster . There is nothing comforting having to wait more than two months with no updates or indications when or if they are going to approve a claim . Very disgusted I signed up with this company Any assistance you can provide with getting them to uphold their end of the contract would be appreciated . Cat went to ER 9/23/22. 9/24 submitted x** room info ; 9/27 sent info re all vets ever seen ; 9/30 sent primary vet follow up info; 10/3 sent records again;10/18 request update ;11/2resent everything yet again;11/8 sent update request ; 11/10sent more records to adjuster who says they did not have ?!;11/11 update request; 11/18 update request. All above sent via email so they were received . Also called at least 4 times. Claim#***************

  Customer Answer

  Date: 12/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ************************* ********
  
  
  
   
  
  

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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 am thoroughly upset with this company. I applied for insurance and injured my dogs birthday as June 18, 2021. Upon receiving the insurance information via mail you all had their age and the coverage wrong. We are paying for preventative wellness and the extras. I logged into my Dogs account today and found that nothing had been updated or corrected since my phone call months ago. I am showing that he has had stuff done that he has never had done. I cant seem to upload any records to your account online for my pup. Each time I update his prior records of medical visits they are not there. I am showing also track remaining benefits that he is used up his visits which is incorrect we just got this insurance. *************************************

  Business Response

  Date: 10/06/2022

  ******* ** ****
  
  
  
  ****** ******** ******
  ***** *******************************
  
  *** ****** ********
  
  Dear *******************************,
  
  We are in receipt of your September 21, 2022, inquiry relative to the above-mentioned policyholder regarding her Accident and Illness Coverage and her Preventative Essentials Plan for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet ********************** policy is a personal lines property and casualty product filed under inland marine. Pet insurance products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** is the producer responsible for offering the Pumpkin Pet Insurance program. The Preventative Essentials Plan is an optional add-on to the Accident and Illness Coverage and is not an insurance product.
  
  The customer expressed concern over delays reflecting updates made to her dogs policy after enrollment and issues regarding previously uploaded documents not being appropriately reflected on her online portal, as well as confusion around the terms and conditions and benefits included in her dogs non-insurance wellness plan (the Preventive Essentials Plan).
  
  With regards to the confusion around the benefits included in the Preventive Essentials Plan and the terms and conditions for this plan, the customer enrolled in an ********************** policy for Accident and Illness Coverage for her dog effective 8/15/2022. She also added our Preventative Essentials Plan to the policy effective 8/15/2022. The Preventative Essentials Plan is not an insurance product. The terms and conditions for this plan are available for the customer to download on their online portal. These terms and conditions are not mailed to the customer via the postal service. The benefits of this plan apply only to the wellness products and services spelled out on the Pumpkin website and in the Preventive Essentials customer agreement.
  
  The customers Preventative Essentials Plan (Prevent 3.1) reimburses for one Annual Wellness Exam, one Wellness ***** Exam, one Vector-borne Illness Diagnostic Exam, and two Wellness Vaccinations.  On September 19, 2022 we received a claim for preventive care, which was processed accordingly under the non-insurance Preventive Essentials product based on services performed by the vet and detailed on the veterinary invoices provided directly by the client when they submitted their claim. It was processed in accordance with the Preventive Essentials customer agreement.
  
  Lastly, as it pertains to the delays reflecting changes to her dogs policy and previously uploaded files on the online portal, there were no internal delays in updating the information or receiving the documents in the administration system. The delays pertained solely to displaying those updates on the customers online portal for the customer to see. ********************** is actively working on reflecting the updates and documents on the customers online portal.
  
  In an effort to clarify this matter Pumpkin has been in direct contact with the customer.
  
  Thank you for the opportunity to respond to this matter.
  
  Sincerely,
  
  *******************************
  Operations Manager
  Pumpkin Insurance Services

• Initial Complaint

  Date:09/08/2022

  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.

  I cancelled with Pumpkin immediately after my first 30 days. I did so in a chat. Their chat people never responded and I did this several times. I tried to cancel online and they don't make it available. I called many times to cancel and I am told that my cancellation is processing. Meanwhile, they continue to try to rebill me and charge my card during all this nonsense. Today after more than 40 minutes on the phone, I am once again told I cannot cancel because they need to get paid for the last payment and that it takes a few weeks to cancel. I told the rep over 30 times to cancel this product now and he said he cannot. This is ridiculous. This company is the biggest scam. I am filing a complaint with the attorney generals office about their fraudulent practices. I want my account cancelled RIGHT NOW. I want any sort of amount owed removed from my account immediately and my account closed and no further contact with this company. They make it extremely hard to cancel and I will not allow this to continue.

  Business Response

  Date: 09/20/2022

  ********* *** ****
  
  
  
  ****** ******** ******
  ***** ****** ******
  
  *** ****** ********
  
  Dear *******************,
  
  We are in receipt of your September 9, 2022, inquiry relative to the above-mentioned policyholder regarding her
  Accident and Illness Coverage for her dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet ********************** policy is a personal lines property and casualty product filed under inland marine. Pet insurance products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** is the producer responsible for offering the Pumpkin Pet Insurance program.
  
  The customer expressed concern regarding difficulties canceling her policy after the first 30 days
  of policy inception. The customer contacted ********************** on 9/7/2022 via chat for the first time with a cancellation request. Pumpkin does not have any record of any call, chat, or email from the customer prior to 9/7/2022. On 9/7/2022, ********************** replied via chat confirming the receipt of the cancel request and that it is in process. Pumpkin also outlined that the customer would receive a separate email notification within the next **** business days when the cancelation has been fully processed containing information on any refund amounts due. The customer called and emailed on 9/9/2022.
  
  The cancellation was completed on 9/10/2022 and no refund was due back to the customer as the customer had past due payments dating back to 5/11/2022. Pumpkin canceled the account back to 5/11/2022 and has removed any balance on the account. Pumpkin has also confirmed with the customer via email that her policy is cancelled, and she does not owe any balance. The cancellation has been processed in accordance with the Accident and Illness Policy. Accordingly, we consider this matter to be concluded.
  
  Sincerely,
  
  *******************************
  Operations Manager
  Pumpkin Insurance Services
  

  Customer Answer

  Date: 09/21/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  I have reached out to pumpkin insurance to get my dog's heartworm medicine, and since 2021, I have not received any of the heartworm medicine that is to be included in the plan. I contacted customer service several times to no avail. At this point, I'm looking to switch pet insurance companies since they are not providing any coverage since they don't offer the medicine and still haven't processed the claim since August 2022. We are now in September 2022 with the type of no update. **************** emails take about a week to reply. Pumpkin Insurance is cutting corners and outsourcing customer service overseas, delaying the processing times of the claim and not sending out medicine that is a part of the monthly service they provide.

  Business Response

  Date: 09/22/2022

  ********* *** ****
  
  
  
  ****** ******** ******
  ***** *****************************
  
  *** ****** ********
  
  Dear *****************************,
  
  We are in receipt of your September 6, 2022, inquiry relative to the above-mentioned policyholder regarding his Accident and Illness Coverage for his dog. Per the Better Business Bureau direction, we have removed any reference that will personally identify our customer. The pet ********************** policy is a personal lines property and casualty product filed under inland marine. Pet insurance products are underwritten by ************* Fire Insurance Company (NAIC *****). Pumpkin Insurance Services, **** is the producer responsible for offering the Pumpkin Pet Insurance program.
  
  The customer expressed concern over claim processing time and difficulties receiving their dogs heartworm medication included as part of their non-insurance wellness plan (the Preventive Essentials Plan). The customer purchased an Accident and Illness Policy for their dog with an effective date of June 28, 2020. The policy subsequently renews on an annual basis unless canceled by the customer. Additionally, the customer enrolled his dog in the Preventive Essentials Plan (Prevent 2.0) which applies only to the wellness products and services spelled out on the Pumpkin website and in the Preventive Essentials customer agreement. The Preventive Essentials Plan is not an insurance product. The Preventative Essentials Plan (Prevent 2.0) the customer enrolled in reimburses for one Annual Wellness Exam, two Wellness Vaccinations and includes 12 months of prescription heartworm, tick, and flea medication (Simparica Trio) shipped to the customer directly via our pharmacy partner in two 6-month shipments pending receipt of a valid prescription from their vet. 
  
  With regards to the customers dogs heartworm, tick and flea medication and the fulfillment difficulties, pursuant to the terms and conditions of the customers Preventive Essentials Plan, before the pharmacy may dispense and ship Trio product, the pharmacy must receive a valid prescription from their dogs veterinarian within the first thirty days after the beginning of each Renewal Term. If this requirement is not met, the customer may not receive any dispensed product benefit during such twelve-month term, though they may elect to either receive the vaccine and wellness office visit benefits or to terminate as permitted in accordance with the terms and conditions of their plan. Our records indicate multiple attempts made to obtain a valid prescription have been unsuccessful.  In an effort to resolve this matter Pumpkin has been in direct contact with the customer and their partner pharmacy.
  
  Lastly, as it pertains to the claim processing time, from the customer's enrollment date in June 2020 to date, we have received seven claims for this customer. All claims had a turnaround time between one and thirty-five days with an average turnaround time of 9 days. We apologize for the delay in processing times as this is not the goal we strive for. Pumpkin has undergone major software and system updates to improve our claim turnaround time. In addition, we have increased staffing to match the influx in claims we have received. To date, all claims for this customer have been processed, including the claim mentioned in this complaint.
  
  Thank you for the opportunity to respond to this matter.
  
  Sincerely,
  
  *******************************
  Operations Manager
  Pumpkin Insurance Services
  

• Initial Complaint

  Date:08/17/2022

  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.

  My complaint is with Pumpkin insurance. Ever since June, all of my claims have been super delayed and every time I call or chat with them, they give me the same excuse of " Im sorry but we did an upgrade to our software in June and we are delayed. We dont know when you will be reimbursed." In the mean time, my deduction of payment $79 hasnt been delayed and they continue to charge my card every month. As a customer, It is embarrassing that the company I trusted my puppy with (insurance wise) cannot come thru with what they offer, which is a quick reimbursement. Also, when I call, most of the time they are annoyed Im asking for an update. Right now I have 3 claims in for processing for over $700 and I dont know when will I get reimburse. I feel customers should have been informed of the "software upgrade" and the delay they would be experiencing and also have had the personnell to try to catch up with all claims. I want my money and I feel they are not keeping up with their end of the agreement.

  Customer Answer

  Date: 08/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************