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.

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Frequently Asked Questions

What is a Pre-Existing Condition?

A pet’s illness or accident is considered pre-existing if the condition was onset before the policy coverage effective dates, or during a waiting period. This means if the first signs or symptoms of a condition showed up before coverage started, it would be considered pre-existing to coverage, even if it was not formally diagnosed. The most common reason why an illness or an accident is not covered by any pet insurance provider is if the condition was present before coverage started. For coverage to be available with almost all types of insurance, the problem must be new and unexpected.

For example, if typical symptoms of allergies (itchy skin, ear infections) were present before the coverage was effective or appeared within the waiting period of the policy, the allergies and related conditions, such as itchy paws and pyoderma, would be pre-existing to coverage.

Why is My Claim On Hold?

To process a claim, we look at your pet’s condition, the onset and treatment dates, and your closed invoices. Sometimes, we need your pet’s updated medical records to understand the case better. When you help us collect this information, we can get your claim done faster.

Claims are put on hold if we are missing information or need some more details from you – if this happens, we will send you an email to tell you what it is we are looking for! If you need some further assistance on understanding what is missing, please give our team a call during business hours at 1-888-501-7768.

How Long Do I Have to File a Claim?

If you already have a policy with us, your policy will tell you how long you have from the date on the invoice to submit a claim to us! You can log in to your Portal Account to view your policy documents. 

Spot Levels 1, 2, 3, and 4 allow 180 days from treatment to submit a claim to us. Please note that if your claim is submitted on your behalf by your veterinary clinic, you are responsible to ensure it is submitted within the eligible time frame.

What Does My Claims Status Mean?

Every claim goes through a few steps in the assessment process. Here is a helpful guide to explain what your current claim status means.

  • Claim in Process: All of your documents and claim details are in our system. We call this step "pre-processing". 

  • Claim in Review: Your claim is with our claims adjusters.

  • Claim on Hold Waiting for Docs: Uh-oh, something was missing from your claim submission. Don’t worry – we're on the case. We will either reach out to you or your pet's vet clinic for more information.

  • 1st reminder / 2nd Reminder / Final reminder: If we’re in the process of collecting missing information, we want to keep you updated. We may reach out to you a few times to remind you.

  • Completed: Your claim is complete. This means our adjusters have finished your claim and you will receive your formal Explanation of Benefits from us shortly.

  • Canceled: Your claim has been canceled and removed from processing.

  • Canceled - Duplicate: When we receive duplicate claims or when all invoices for a claim are duplicates, the claim will be canceled.

  • Claim Closed: When something was deemed missing from your claim, and we were unable to connect with you or your vet clinic for 30 days, your claim will be closed. You will have the opportunity to resubmit your claim when you have the missing documents.

How Do I Appeal My Claim?

If you disagree with the outcome of a claim, you can submit a Reassessment Request. Please complete a Reassessment Request form and submitting new or additional information or documentation to support your request.

Examples of additional information or documentation are your pet’s complete medical records if not previously submitted, lab or test results, and a statement from your vet that includes details about the reason for reassessing the claim. Reassessment Request forms must be submitted within 90 days from the date on your claim’s Explanation of Benefits letter.