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So I LOVED this company before they changed names from VPI to Nationwide, and recommended it to everyone. I used them for 5+ dogs (I'm a dog rescuer) and the service was 5/5. Wonderful customer service, refunds on time, etc.

Unfortunately, my recent policy coverage with them has been a nightmare and it comes down to this. If your dog is given a medication, Nationwide will attach a related diagnosis regardless of what the record shows.

i.e. I rescued a dog and she was spayed before I got her and started her coverage. I took her to the vet to get her checked out. She got an antibiotic and some pain meds prescribed as a precautionary mesasure because she was spayed. I submitted only the physical exam to Nationwide for reimbursement. They saw the antibiotic on the invoice and diagnosed her with cystitis. She is now excluded from all urinary coverage. I am literally holding the letter from the vet in my hand stating my dog does not, and has not, ever had cystitis. Last month, when my pup went in for nervous behavioral marking, and was given a urinalysis, she was denied for a preclusion of cystitis, because she received an antibiotic for her spay.

I called multiple times requesting the diagnosis be removed. I initially explained that the diagnosis of cystitis (inflammation in the bladder) is unrelated to the reproductive system, but to this HEALTH INSURANCE company, they exclude all urinary treatment, for an antibiotic given for the reproductive system (spay). Despite my admittedly sarcastic question of how they thought the pup's spay affected her ability to urinate, given that they are isolated areas, I was told that is how they have decided to code it and therefore denied.

Today I received every reason in the world why this happens. Just now, after 45min of conversation, I was told I didn't submit the medical records (I did), then was told that it was a pre-existing condition (she never had the condition), then was told that she had the condition (she does not), and finally that because she received an antibiotic prior to her insurance coverage that meant she had the condition. I was also derailed into length questions as to why my dog received Tresaderm for an ear infection before they would answer my questions about the cystitis. I refused to provide any further information.

Additionally, as a side note, their reimbursement explanation form states that your claim amount is the same amount as the invoice. This just simply isn't true. Your claim amount is the amount you submit for reimbursement pursuant to their claim submittance form. When they say your claim amount is more than it actually is, they are changing the numbers you submitted to their own. Having worked in coporate law for the last 8 years, this irks me.

Each time I have called this has been the result. We will be leaving this company. Please don't rely on the company. VERY disappointed.

Reason of review: Bad quality.

Monetary Loss: $100.

Preferred solution: Deliver product or service ordered.

Location: Charleston, South Carolina

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