Update: Annoyed with VPI

[Heather & Brinkley]

So Brinkley has had GI issues in the past but NEVER before we had pet insurance. When Brinkley had his very scary bout last August, we had some pretty hefty vet bills totaling $1300.00

When we first got insurance we did everything over the phone... I never filled out the paperwork on my own. Well, when I finally submitted the claim they are claiming he had a pre-existing condition and they won't cover a dime. He had never been sick and I didn't fill out the paperwork...the agent did. He had only had an ear infection.

My vet called and tried to get them to overturn it...but they didnt budge with her. This is my first experience with them and I already hate them.

Is there anything I can do other than take them to small claims court?

Here's the update thus far:
The reason they denied the claim was becase when we first got insurance I told them he had diarrhea once. Apparently that one answer ruled out all GI sues even if they were the complete opposite, as this one was with constipation (which really doesn't make sense to me.). I actually said to the lady "the last time I checked, those two things were opposite, so I'm not sure how rules out the other." I didn't like that they really seem like they were playing vet-- she was rambling off a lot of things about GI issues and Gastroitits (sp?) but Brinkley never was diagnosed. My vet just put symptoms and treatment, yet VPI put a label as if he did have a diagnosis.

The good news thus far: I don't have refund check yet. We will see how this progresses. We first had to apply for a review of his records to strike the GI issues from his records. Apparently If you had something on record when getting insurance and the pet hasn't seen the vet for a reoccurring issues for 6 months, you can apply to take it off (good for everyone to know!) that was just approved late last week. Now we have to resubmit the claim, which the agent did. Now I wait.

I will keep you updated.

Update #3/Final update:
When they reviewed the claim, they said they wouldn't cover GI issues because he had diarrhea when he was a puppy. They used the term Gastroitits multiple times, which he actually never had, but they had put that label on him because of the aforementioned diarrhea. I told them that this didn't make sense because he had constipation during the sickness related to the claim that was denied. They the said all GI issues were ruled out because of the diarrhea answer.

They then offered a next step of them gathering all medical records from our Vet so they could review his file and have me apply for the medical issues to be wiped off his record. Basically they were seeing if he had to be seen on a repetitive basis for GI issues that were linked or if they were isolated times (which they were isolated). (Just a note, if a dog hasn't been seen for a similar issue for 6 months, you can apply to have it taken off as a pre-existing condition).

Last week, his file review came back clean so it has been wiped off his file. At that point, they resubmitted the claim on an express status. I got the call yesterday that my claim was accepted and I will be receiving a refund minus my $100 deductible.

Yay! So glad they worked it out. And now I'm really glad I complained to all of you because this situation was rectified because a VPI social media expert saw my complaint!

[Donna K & Quincy]

You are already a part of this Social Media and I think you're pretty special. :>)

[Joanne ~ Spud*]

:) awwww Shucks!

[Adrianne Matzkin]

I am watching you from afar all the time, my friend!

[Linda, Webber and Seda]

I am not sure I would deal with VPI after the experience you are having.  I will be watching to see how fast this is resolved.  It is too much hassle to have to deal with their mistake.  One phone call should have fixed this.

[Joyce & Wilson]

Im watching this too...checking into different pet insurance companies... how this turns out will be either a deal breaker or a go!!!

[Heather & Brinkley]

Will keep you updated!!

[Heather & Brinkley]

I put an update in the main body of this message.

[F, Calla & Luca]

If any dog has never had diarrhea I have not met it. My dogs rarely if ever do now but as puppies, C'mon.

[Kaytlin and Cooper]

seriously, what puppy hasnt had diarrhea from the stress of leaving its mom and litter and going to a new house, new food etc! Thats ridiculous

[Heather & Brinkley]

Yes, I know. I guess I was a little too honest in answering the phone survey! But we are on a good road, and hopefully I can report back that they took care of it. I'm not going to get mad again unless they give me a reason. :)

[Nancie & Gracie Doodle]

I am glad things are working out for you with VPI.  I have Embrace for GracieDoodle and they have been absolutely wonderful!   If they have any questions or need clarification they just call the vet.  I have been extremely happy with their quick and painless service.  My daughter now uses them too but so far she hasn't had to submit any claims.  I have been with them for two years and have submitted probably 4 claims.