Wednesday 28th of February 2018 04:21:08 AM
If I could give zero stars, I would. I just got off the phone with a "customer service" rep who kept pressuring me not to cancel my policy. He was absolutely relentless and offensive. He had me so angry I ended up cussing at him. He was that bad. Background: Like everyone else who is furious with this company, my premium just jumped over 100%, from 30.02/mo to 66.16/mo. I didn't know this until I saw the charge on my credit card. I found the renewal booklet I'd been sent a couple of months ago, and sure enough it did say there would be an increase. My bad. BUT -- when I called the company today to look into changing from the highest coverage level ($20,000 which includes wellness and dental) to a lower one, I asked if the conditions my cat is currently being treated for would still be covered. I was told that since I didn't make the change "in the renewal period", her medical conditions would now be considered pre-existing(!!!) Since it would be no different if I got a new policy elsewhere, I figured why stay with this company that was ripping me off? So I said, "I want to cancel the policy, then." Oh my Holy Mother of God, what happened next was unbelievable.He began a relentless pressure campaign to get me to change my mind, kept harping on how a teeth cleaning alone (which is covered under the policy) makes the premium worth it. I told him my priorities are her hyperthyroidism and her kidney function, which currently entails labs a few times a year, not teeth cleaning. He went on and on, saying everything EXCEPT "Yes, ma'am, I'm sorry to hear you want to cancel; I'll start that process right now for you". I kept repeating that I was not interested in his spiel, that my mind was made up. That he was not honoring that absolutely infuriated me. I ended up calling him an ** -- but trust me I was only speaking the truth. "I understand you're upset", he said. "Really?" I asked, "Why do you suppose that is?" "Because your premium went up, I understand that." "No, it's because you are not doing what I'm asking. I asked you at least 3 times to cancel the policy. It's my choice and my decision. You do not have the right to keep trying to pressure me, and it's not going to work. Cancel the policy -- now!" "But ma'am --" And on and on and on. I'm telling you, it was unbelievable. Finally he said he was "in the process" of cancelling the policy, but just had one more thing he had to tell me, one more option available to me. I told him I didn't want to hear it, and he insisted that he had to tell me, so that I could "make a decision"!!! By now I'm practically screaming at him. "I've MADE my decision!! It's your job to honor it and not try to sell me any more crap!"The kicker is when he finally said the policy was cancelled, but that he just HAD to tell me that I'm "making a very ill-informed decision" and implied that I don't know what's best for my cat. If we'd been in the same room I probably would have leapt over the desk and throttled him. At one point I reminded him that the call was being recorded "for quality assurance purposes". I said, "So this is your company's idea of quality customer service? Hounding and pressuring people? Not providing the service that they want and are asking for?"24PetWatch is a terrible company. STAY CLEAR!! PS -- regarding his telling me that I hadn't requested to change my coverage level "during the renewal period", I didn't even have the presence of mind to tell him that NOWHERE in the policy renewal booklet that they sent me did it explain the reason for the premium increase, nor, and most importantly, did it say that UNLESS YOU CHANGE COVERAGE LEVELS DURING THE RENEWAL PERIOD, any conditions that were previously covered will be considered pre-existing. And that omission can only be purposeful on their part. That's why they are a sleazy organization that cares nothing for the animals they supposedly serve.