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!

[Laurie, Fudge, and Vern]

I would write a letter to the president of VPI and include documentation. I also write to the Better Business Bureau if I do not get results after writing to the company. I would ask them to provide you proof that their investigation showed a pre-existing condition. Good luck!!

The problem is now you are kind of stuck with them, because any new insurance company will consider it to be a pre-existing condition. I would not let the matter drop.

[Heather & Brinkley]

I know! I'm so ticked that I am stuck with them. That makes my blood boil more than the money!!!!

My father, who is an attorney is pushing me to take them to court if it comes down to it. I haven't called back, since my vet called for me, because I needed to cool down.

[F, Calla & Luca]

Sounds good to me. Be clear and forceful. There may also be an insurance ombudsman in your state. I had great luck threatening Verizon with the FCC.

[Heather & Brinkley]

Ok! Thanks!!

[Lee Seidman]

I have had VPI for the past four years. Lexi has Addisons disease and Billabong has had bouts of hot spots.  They have paid out more then $8,000.00 during the time I had insurance with them.  I found them easy to deal with, a little slow paying.

They have a customer service department and I only had one dispute but it was settled quickly.  I would request a supervisor and I am sure it will be amicably resolved.

[Heather & Brinkley]

Okay, thanks. I think I needed to hear a success story to calm me down. :)

[Linda, Charlie Brown and Beau]

Heather - I too have always used VPI pet insurance and when our standard poodle was so ill we were absolutely thrilled with how VPI handled every phase of it right through cremation.  It has been a few years since his passing, but when we got Charlie we immediately insured through them again.  Hopefully this is just a misunderstanding and you will be able to get it resolved quickly.  Good luck. 

[Jane, Rooney & Stuart]

Did you have to submit Brinkley's prior vet records?  This is where they "get" you.  The only time we sent in a claim for Stuart - they made us submit his ENTIRE vet record file.  Which I'm sure that they searched through to see if there was any mention of the problem being mentioned.  So if even 1 time you talked to your vet and mentioned any stomach upset - and the vet wrote that in the file - boom - pre-existing.  This is why one day I wanted to ask Stuart's vet about his hips and how he can't jump, walks kinda swishy BUT I insisted that the conversation was "off the record" NOT to be included in his file, so that if down the road he does have problems there will be no record.  I'm not saying this is what has happened to you but you might want to check what info was in Brinkley's vet file.  I hope you get this resolved.

[Jane, Guinness and Murphy]

We had the same experience.  With every claim, we have to forward two years of Vet records....ALL vet records whether or not they are related to that particular claim.  There may have been something in the file that led them to believe it was a pre-existing condition.  Also you'll want to contact your State Insurance Department.  They track all complaints.  Be sure to copy the President of VPI on that correspondence.

[Jane, Guinness and Murphy]

Here is some contact information....good luck and please keep us posted.

Bureau of Insurance
P.O. Box 1157
Richmond, Virginia 23218-1157

Phone:

• BOI Primary Number for Consumer Inquiries: [phone]
• Ombudsman and Consumer Service Hotline (toll-free nationwide): 1-877-310-6560

[Heather & Brinkley]

Thank you!!

[Jane, Rooney & Stuart]

Sandy - it is a must do.  I mean if your pet has an actual problem then you can't be saying "don't put that in the record" - but if you only have some questions or a suspicion, then definitely tell them you don't want it in their record.  I could be wrong but I'm guessing that Brinkley may have had something about tummy troubles in his record and if so - then they are not going to pay.