Policies Serviced by Rainwalk Technology, Inc.
If we pay a claim in a way that's contrary to your policy's terms and conditions, that payment doesn't waive our right to apply those terms to any paid or future claim. We can also recover any claim amount that was incorrectly paid.
To dispute a settled claim or other action:
- Read your policy carefully.
- Contact the Customer Satisfaction Department during regular business hours to discuss your question or dispute.
- If it's not resolved in steps 1 and 2, submit a written appeal request that includes:
- The reason for your dispute
- Claim numbers, medical records, and supporting documentation, if your dispute involves a claim
- Any other information that supports your position
You'll receive a written decision from the Appeals Resolution Team within 30 days of the date we receive all information needed to investigate and review your appeal. We'll consider a second appeal if it's submitted with additional veterinary documentation not previously reviewed.
To appeal, submit a new claim through the regular claims process. Include your original claim number in the submission summary, and attach your reason for appeal (for example, a PDF write-up).
Policies Serviced by Odie Pet Insurance
If you disagree with the coverage decision on a claim, you can request a review through our voluntary appeals process. Your appeal should clearly state why you disagree with the initial determination and include a letter from your vet explaining the condition or incident, along with any other supporting medical documentation.
Email support@nibbles.com with a completed Appeal Form (PDF) and your supporting documentation.
We aim to process appeals as quickly as possible — typically within 14 business days, though more complex medical conditions or pets with extensive medical history can take up to 30 days.
Policies Serviced by Kanguro Insurance LLC
- Email your appeal to claims@kanguroinsurance.com within 90 days of your Explanation of Benefits (provided when a claim closes) or dispute notice, or as soon as reasonably practicable.
- We'll acknowledge receipt within 5 business days and respond within 30 business days of receiving all requested information (or update you monthly if processing takes longer).
- If you disagree with the response, you can request a second review within 30 days. An impartial veterinarian or director (appointed and paid by the company) will conduct it and deliver a final decision within 5 business days of receipt.