Jesica Olguin
I had an active policy for Norby for over six months, which I canceled only because I wanted to upgrade his coverage. I never intended to lose the policy — I immediately tried to reinstate it when I couldn’t find a better plan. But I was told that was not possible and that I had to open a new one. At that moment, I didn’t have time to start a new application. A few days later, on May 6, I finally had the chance to open a new policy with you. Today, I took Norby to the vet, and he was diagnosed with an ear infection. But when I tried to file a claim, I was told it couldn’t be covered because the 14-day waiting period for the new policy hasn’t passed. Let me be absolutely clear: • I have been a client of your company for over six months. • My cat was insured the entire time, except for a very short gap that was caused by your system not allowing me to reinstate the policy. • I attempted to continue the coverage, and I have the messages to prove it. It is completely unfair that I’m being denied coverage for this visit, when I did everything in good faith to maintain continuous protection for my pet. Your company’s system created this gap — not me. And now I’m left without coverage, paying out-of-pocket, simply because of a technicality that could have been avoided. Your company has the power to make exceptions, and this is clearly a case where one is warranted. I am requesting an immediate review of my case and to speak with a manager or supervisor who can address this properly.