Complaints & Feedback

Spot Pet Insurance Complaints

We truly care about your feedback, whether it's positive or negative, as it helps us improve our products and services for you and the pets we insure. While we always strive for 100% customer satisfaction, we know that sometimes things can go wrong, and we want to hear about any concerns you may have. Your input is vital for us to ensure that we meet your expectations moving forward. Spot Pet Insurance's customer service is here to make the process as easy as possible.

Spot Pet Insurance Complaint Form

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*Please note our complaints team does not handle cancellations through this form.

Frequently Asked Questions

What is a Pre-Existing Condition?

 A pre-existing condition is any injury or illness which occurs or shows symptoms before coverage starts or during a waiting period. A condition is considered pre-existing whether or not it’s been officially diagnosed or treated; all that matters is when it occurred or symptoms first displayed.

Plans provided by Spot do not cover pre-existing conditions. However, with pet insurance plans provided by Spot, this doesn’t mean the condition can’t be covered in the future if the condition is curable. An injury or illness that is curable, cured, and free of treatment and symptoms for 180 days will no longer be regarded as pre-existing, with the exception of knee and ligament conditions. If a knee or ligament condition occurs before the coverage effective date or during a waiting period, any future ones won’t be covered.

Should I Include My Pet’s Medical Records with a Claim?

If we do need medical records, we’ll contact your veterinarian directly, but it may speed up the process if you send them in with your claim.

How Long Do I Have to File a Claim?

You can submit a claim within 270 days from the date of treatment.

How Can I Find Out the Status of a Claim?

We’ll email you when we receive your claim, if we need more information, and when it’s complete. You can also check on the status of your claims anytime by clicking on the claims icon.

How Do I Appeal My Claim?

The number of days to appeal a claim varies by the state in which your policy was issued.

All requests to appeal your claim must be made in writing to us. Any submitted appeal should state clearly why you or your vet disagree with the initial determination and include supporting documentation.

To appeal your claim simply email your request and supporting documentation to service@customer.spotpetins.com.

Once your appeal has been received, you will receive an email confirmation. Note: Appeals may take around 30 days to be reviewed.