Public Mediation

Pet First Healthcare-Dispute-#3310306

K. T. vs. Pet First Healthcare
One Quartermaster Court, Jeffersonville, Indiana, 47130 , United States
Amount Involved: $360.84
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Pet First Healthcare
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"I was told by this company that I had a 30 day free trial to this pet ins. I don't recall having this conversation, I have no contract, or brochures explaining the benefits, I was never given claim forms to fill out for "reimbursement", I was never given a confimation or group # and my vet has no record of this insurance on file for my dog.

I was told it was all done over the phone and the conversation was on tape. I asked for a copy of the tape and they said no. I never knew I had this insurance, I never used this insurance and my vet and I have no documenation about this "insurance".

They withdrew $25.07 a month from my debit card for one year. They refuse to reimburse me a penny.The reason why I never thought anything about this withdrawal is because I often forget to document my debits and when I finally realized there had been more withdrawals, I was told by my bank the name of the organization which did not supply a phone number. I then called my vet and they found PetFirst on line and gave me their phone number. I get a meek disability check and can't afford insurance for myself! I certainly can't afford insurance for my dog!

The Consumer Protection Agency feels this may be a case of fraud.....no contract, signatures, paper trail etc."
...
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What Claimant Wants Hide
1. Refund: money taken from my account without my knowledge Jul 16, 2013 $300.84
2. Pay me for my time: 4 hours of computer and phone time Jul 16, 2013 $60.00
3. Other – Pay for claim posting cost Jul 16, 2013 $7.99
Just make me happy!
Claimant invites Pet First Healthcare to make a fair offer to resolve this complaint.
Cash total : $368.83
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "July 2, 2013


    PeopleClaim.com

    Re: Kathleen Teague
    PetFirst Policy: PFH473875
    Your Complaint Number: 3310306-221948

    To Whom it Concerns:

    We have reviewed the complaint filed by Ms. Teague and offer the following points of explanation to support our position in this matter:

    • PetFirst Healthcare LLC is a managing general agency, selling veterinary reimbursement policies for dogs and cats. We are a licensed insurance agency in all 50 states. All inbound calls are recorded for the purposes of ensuring customer satisfaction, and the facts surrounding this response are based on the information provided from these recorded calls.

    • On April 11, 2012, we received an inbound call from Ms. Teague requesting information about our pet insurance products. Maine licensed agent Tori Rocheleau spoke with Ms. Teague and gave her some information about our products. After Ms. Teague asked questions about the coverage, Ms. Rocheleau advised that we could offer a policy with a first-month discount, that would make the policy $6.12 for the initial month, and $25.07 for subsequent months for the previously described coverage. Ms. Rocheleau also stated that the policy had a 15-day money back guarantee and all she needed to do was cancel the policy after she reviewed the terms and conditions.

    • Ms. Teague stated that she would like enroll for the coverage, and provided us with her debit card information, her specific pet information, and confirmed her address and contact information for our records. Ms. Teague stated that her computer was broken, so we mailed her enrollment documents to the address that she verified in the phone call. At the end of the call, Ms. Teague again confirmed the amount of monthly payments for the first month and subsequent months to be sure she understood.

    • We received no further contact from Ms. Teague until we issued a renewal notice for her annual policy. She stated that she did not wish to renew the policy and also stated that she did not intend to set up the expiring policy in the first place.

    Unfortunately, we cannot honor Ms. Teague’s request for an entire year’s premium refund. Because we had received premium dollars and a recorded confirmation of acceptance of the offer, we would have been obligated to pay any claims covered under the terms and conditions of the contract and are entitled to premium for providing that coverage. Monthly billing shown on her bank statement would have included our company name each month.

    We would be happy to provide Ms. Teague with a copy of her recorded call to show that we not only had her permission to activate a policy, but that she provided us with her debit card information and agreed to the charges we would be deducting. We did mail a copy of the policy terms and conditions to the address that Ms. Teague verified and these documents were not returned to us as “undeliverable”. There was no intent of fraud or misrepresentation in this transaction. The application of coverage by phone was clear that Ms. Teague accepted our offer of insurance and provided payment information only after that acceptance was clearly confirmed.

    If you have any additional questions or concerns, please feel free to contact us.

    Sincerely,


    Tracy J. Bertram, AIC
    Executive Vice President
    Underwriting and Compliance
    PetFirst Healthcare, LLC
    One Quartermaster Court
    Jeffersonville, IN 47130
    812-203-6928
    tbertram@petfirst.com
    "

This claim will remain posted until resolved.

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