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:07/14/2022

  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 filed a claim on 6-20-22 and have called the company multiple times and have given plenty of time for my claim to be processed. I was told it takes ***** hours to process and we are now at 7-13-22 and no resolution. Everytime I call I'm told they got a new system and things are taking a little longer but waiting almost a month for something thay should be done well within a week is obsurd. I want my monthly premium I paid refunded because I was not given the service promised.

  Business Response

  Date: 07/27/2022

  Dear *****************:
  We are in receipt of your June 15, 2022, inquiry relative to the above-mentioned policy holder 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 enrolled his dog in the Accident and Illness Policy with an effective date of May 22, 2022. The policy subsequently renews on an annual basis unless canceled by the customer. Additionally, the customer enrolled his dog in the Preventive Essentials Plan (Puppy Prevent 3.1) which applies only to the wellness products and services spelled out on the Pumpkin website and in the Preventive Essentials customer agreement, and provides refunds for vaccines, annual wellness visits, wellness ***** diagnostic tests and wellness heartworm test. The Preventive Essentials Plan is not an insurance product. The Preventative Essentials Plan (Puppy Prevent 3.1)reimburses for 1 Annual Wellness Exam, 1 ***** Exam, and 4 Wellness Vaccinations.
  As of July 21, 2022 we have received 2 claims for the Preventive Essentials Plan. Both claims have been processed and reimbursed. As a sign of good faith because of the prolonged processing time, we have taken additional steps to address this with the customer. We apologize for the delay in processing time. Pumpkin has recently undergone major software and system upgrades in an attempt to improve our claims service. In addition, we have increased staffing to match the influx in claims we have received.
  Our customer care team has already reached out to the customer to discuss all processed claims and his experience as this is not the service we strive to provide for our pet parents. Accordingly, we consider this matter to be concluded.
  Sincerely,
  *****************************
  Senior Pet Claims Analyst Pumpkin Pet Insurance