Mostly positive

I would give this a 5 star rating if it was only for the consultant that assisted me, Kim Street. Her response time is excellent and I found her to be very positive in trying to help. I also liked the fact that credit could be loaded to the card for immediate use. There are however a few things that I feel could change, in order to improve the client experience. The pre-authorisations form could include more questions that seeks more specific detail, so as to not require any follow-up questions. I'm specifically talking about pre-existing conditions. Add a yes / no question that vets can complete on whether a pet has a pre-existing condition or not, especially for young pets that have never had ailments before. I feel like additional questions was asked after my cat has already been admitted which could have been dealt with before the fact. This issue unnecessarily delayed the claims process by a few days.

However, overall I'm happy with the experience.