ASPCA Pet Health Insurance

The app worked really well until the last couple of iOS updates, but now it does not stay open, except in the background. Please update

The app experience is broken! It takes you through all the steps to file a new claim and then gets stuck on step 2 - adding why you took your pet to the vet. The next button doesn’t function and the save for later just keeps spinning with a hang tight message. One just can’t submit a claim via the app.

Seems like the app has some bugs. I am able to start a claim and once I answer the promoted questions it doesn’t allow me to move on from the first step. So the app essentially doesn’t allow me to do what it is meant to do. Customer support information is not easy to find nor is the claim form that they say is an alternate way to submit a claim. I can’t speak to if they pay out on claims or not.

I had the same issue the last person posted. You get to page 2 and can’t go any further. This has been occurring for months. I haven’t been able to submit 3 claims. When I called the number I was told to delete app and upload again and that did not work either. This is bad!

At the time of renewal - which was twice the cost charged in years past - the app stopped working. I attempt to sign in but the screen remains frozen. I’ve deleted the app and reinstalled it. Spent time on the phone, to no avail.

The app used to work alright but now I can’t login. I even changed my password just in case that was the issue but it seems the login button just doesn’t do anything when pressed.

The app doesn’t ~do~ much, but it shows me the info I want. My account, pets, payment history, the basics. As for the service, I unfortunately had to use aspca on April 1, 2024. My cat went to the cosmos. For my dog and my cat, the total monthly bill was less than $70, with a $250 deductible, 80% reimbursement, and $5000 limit for each. I signed up November 2023, begrudgingly, because it’s a continual payment for effectively nothing in return while my pets are healthy. But when my cat got sick way faster than I could keep up with, and vets couldn’t keep him alive, aspca did come through. It took a month or two of staying on top of them, and having my cat’s medical records available. But as long as there’s no pre-existing medical history on the cause of his death, which there wasn’t, aspca paid out. The emergency vet’s cost for their efforts and management of the body, was $2477. ASPCA paid me just more than $1900, even after just five months. I paid aspca no more than $350 so far, and they gave me $1900+. That’s such a major help in my current living situation. I’d be stuck with that bill for YEARS if not for aspca (and a shoutout to CareCredit). I’m gonna say “thank you for the financial aid” in the form of this app review, and by paying them $45ish/mo for my dog until he crosses the rainbow bridge. It stings to start pet insurance if you’re not middle-class or up, but you need to start it. Add seaweed to your ramen, and keep your furry angels well.

I didn’t read other reviews because I have had all of my pets insured with ASPCA. If you want the best you might pay a little more. I put a claim in and usually it’s in my account in 7 days, and the yearly wellness check up is covered. I owe them a huge thank you. In 2015 my best friend who was with me 10yrs died suddenly in my arms, my sister died only 3 months before. I called ASPCA to find out how he was covered I loved him so much I didn’t want to just throw him in the ground. Long story short they took care of everything and paid for almost all of his cremation, and his little urn was free. After I didn’t know they have free of charge Grief Counselors who helped me deal with my loss and they called daily until I felt I didn’t need them any more. So just that was worth every penny they really care. Brenda

I’m seeing reviews from months ago with the same issue I am having now. All websites and apps have hiccups but months of not being able to perform dental functions is inexcusable. I cannot submit a claim via web or app. I go through the entire process only to hit a wall when I click submit. It just stays stuck on the page and greys out the button but does not actually submit the claim. Any attempts at saving the claim to try and submit later results in pivotal information being erased from the claim. This is extremely frustrating. The entire business is about claims and your online claims portals are unusable. I have used ASPCA for years now and this is really disappointing and will have me looking for another pet insurance company. I don’t want to waste time on the phone submitting a claim I could have done in less than 5 minutes on a functioning website.

ASPCA Per Insurance doesn’t pay what you think when you sign up. They are supposed to help you in long term. Well, let me start by informing you that if you animal ends up later in life needing help and meds ASPCA Pet Insurance will deny you a refund even if you have been paying them for over 10 yrs & have only filed ONE small claim years ago (2014). ASPCA Pet Insurance is doing everything they can to not pay. Not only that even though my animals condition just happened, it is now a pre existing condition😡😡 They aren’t wanting to pay for continuing care, even though I supposedly have it. If I would have known 10 yrs ago what I am now experiencing I would have put my $100 month in a mutual fund and actually had money to support my animal now. Please beware if you believe this is going to help your animals as they age. It won’t and you will be in the same situation I am.

The app is super glitchy, crashes all the time on my phone. My particular complaint is that when I submit a claim, sometimes it just gives me the spinning wheel of death. It either times out and says “your claim could not be submitted” or the app itself will close. So then, I go to submit the claim a second time and it does so successfully. The problem is I end up with two claims (a duplicate) even though I received an error message from the app saying my claim was not submitted. You’re suppose to received a message that says your claim was submitted successfully, so how did I end up with two claims submitted?! It’s frustrating because this causes an added processing time for the claim because “oh there was a duplicate.” 🙄

Very similar to their website. I have now made payments and claims via the app with no issues. Its been easy to use, quick and painless which is all you can really hope for with an insurance app. On a side note- ASPCA pet insurance has saved my financial well being on more than one occasion when my pets have gotten sick. My one dog had a $3000+ hospital stay and I got right around $2600 back (after deductibles and such) it was the difference between having to put him down and saving his life. It also meant I didn't lose everything I had in savings which would have been a serious hit to my finances.

I had used ASPCA for 5 years and now after the update of the app. It tells me my email is not registered and I have an account already set up that does not match to the email address I used for the last five years. How ridiculous? The old version of the app works a lot better - now I can't even login to my account with the email address and password I always use (not even on website). This is not what type of services we should get while paying over hundred bucks per month. Going over other reviews, it looks like this is a common issue now - shouldn't the tech team fixed the problem at their end when a lot of people is going through the same problems?

Update: The app and the desktop version won’t work for me but for some reason if I use safari on my iPhone and go to the website that way, I am able to submit claims. I have tried to submit a claim 4x tonight and it gives you the option to save a draft version. But it’s deleted it. I tried several times to submit the claim and it would process then immediately deleted everything I had previous saved. The website also was not allowing me to process the claim although I was finally able to save it. But I’m disabled and I have a hard enough time with things like this. As much money as they receive in donations they could find a better app developer.

I’ve had this insurance for a year now and it’s definitely saved me a lot of money. The issue I have is with the app itself. It’s a huge hassle to file a claim. At any point in the process, it will take forever to load or won’t load at all. Sometimes it even just crashes the app and you have to start all over again. Takes like 15-20 attempts no matter how great the Wi-Fi is. Sometimes I just give up and wait another day and hope one of the many more attempts I have to try actually works. It needs fixing. It seems to have only gotten worse the past year instead of better.

I had insured my dog the first week I got her as a puppy (9weeks old) and never lapsed in coverage with her. The maximum it ever allowed me to insure my healthy dog is 4k yet I see on their website and others that they have higher limits yet I cannot get this. They process claims VERY slow and never entirely answer your questions on if something is actually covered or not. I have complete coverage and pay about 60 a month for a healthy 2 year old dog with not many claims at all and no emergency or expensive care other than her regular veterinarian visits, exams, vaccinations, etc. they recently lowered her policy and I’m livid to say the least and no response from them. I suggest not using ASPCA

I added and deleted app same day. I was having difficulty changing policy details on the website so I thought the app would be better. It isn’t. It’s worse. It doesn’t show hardly any details. Clicking on links just takes you to the website. I haven’t had to file a claim, so I can’t speak to that, but the app and website are horrible. Website seems to work well before you sign up. Once you are a customer there are very few things you can do. Apparently you have to call customer service to make any changes to your policy. Links on website don’t work and there isn’t an option to do that on the app.

I have spent a lot of time trying to submit both from your site using my desktop and also with your app. 90% of my attempts are fruitless, and my claim does not go through. I was able to get a few things through from my phone, but others done exactly the same way won’t go through. The randomness is extremely frustrating. I called the other day, and obviously I can fill out a form manually, but in this day, that is really sad. I can’t even fill the form out on the computer. It has to be printed out and done manually. Someone needs to attend to your website and app functionality.

I’ve had this joke of pet insurance for two months which I got the best coverage I could get, plus paid the extra for wellness visits so the last two months I’ve paid $75 twice and now can’t even submit the wellness visit because it “thinks” for about a minute and then fails to submit. It’s tried at least 20 times to no avail. I finally decided to call the 800 number and sat on hold for an hour and then hung up! I’ve restored to just canceling my debit card. I feel like ASPCA just stole $150 from me that would have completely covered the cost of the last wellness visit. What a joke.

This pet insurance has been a good value for the coverage of insurance. So far I have not had to use this app for any reason other than checking and reviewing my policy. I see a lot of negative reviews about this app. Hopefully if there are problems with this app it will be resolved before I actually have to submit any claims, otherwise I will have to change insurance companies if this app is substandard.

We’ve been using this insurance and app for years now, love it and never had any issues…then you went and “fixed” something that wasn’t broken to begin with. Was able to login to app once post “update”…not only was the appearance (imo) awful, but the claim entry function was clunky and just all around less than pleasing. NOW: we can’t even login to the app, we enter our screenname/PW, hit the button and….nothing. Deleted, reinstalled, deleted, reinstalled….nothing. Just using the website now :/

My dog is sensitive to environmental allergies and unfortunately very allergic ti bee stings. Each time this insurance has come through for us. Not to mention the customer service department’s willingness to help and answer all my questions is above and beyond . The app is super user friendly and not complicated at all. Absolutely recommend this insurance and this app!

I recently switched to ASPCA from Nationwide and I’m so disappointed. I just tried to submit a claim through this app and I have to ask this company, why bother creating an app? The experience to submit a claim is buggy and while the option to take a photo of your invoice seems great, any photo I took was too large to attach. I’m using my phone camera, not uploading a high resolution mural. I’m really considering leaving ASPCA to pay more at Nationwide because their care and experience was much better.

Same issue for months and months now. When you get to the final step of submitting a claim and click, SUBMIT guess what happens? Nothing. Nothing happens. You cannot process anything on this garbage app. When you call their customer service they have no clue what to do other than submit a complaint. Unbelievably ineffective. Claims to complete have been taking over a month in a half consistently. How!???! This company is a joke and crooked. GO TO OTHER PET INSURANCE COMPANY. THERE ARE MUCH BETTER ONES.

Please fix the issue of not being able to load. I have restarted several times and nothing seems to work, it just keeps spinning. Doesn’t matter which link I push within the app it never pulls up in an adequate amount of time. I just went back to it and it is still there spinning, trying to fetch what I am requesting. Love the insurance but hate the app.

Had a hard time logging in, so I had to reset my password and it worked great. Note to developers: need to correct this! otherwise much more efficient quicker and allows you to download PDFs. Hooray.!!!

The app does not do the Insurance justice. I’ve been trying for three days now to put a claim in and when I get to the final step, all I get is a window that thinks and never ends. The way that this issue hasn’t been fixed yet is insane to me. I have a really high bill and I pay a lot of money for my insurance to WORK and here we are, not being able to put a claim in. No excuses for this.

Overall the functionality works for what I need. It would be great if the developer added landscape mode for iPad and also added support to upload files like PDF’s (and not just photos) with most invoices going electronic since COVID-19.

The mobile design and app development is scamming your company. Did you hire them from Fiverr or what? The UX on this app is absolutely abhorrent from start to finish. If I need to spend more than a minute looking for a button or navigation something is seriously wrong. As a freelancer I can build a better MVP in a sprint than whatever garbage dev and design came up with this.

Prior to the last update the only problem I ever noticed was that I always had to resubmit invoices. Now I can submit anything. No matter what I do I get two errors after attempting to submit a claim. One says “object reference not set to an instance of an object” - when I hit OK then it says “at least one treatment date is required” - but there is a treatment date already entered. Please fix :(

I’ve tried to submit a claim countless times since yesterday while I’m in the process of moving and don’t have the time to keep doing this. I get to the very end after uploading photos and submitting all information. After hitting submit, it takes about 45 seconds to tell me there is an error and to contact support. Please fix.

My toddler could make a more effective app! The pages are blank, it shuts down on you. It’s a ridiculous excuse for an app. Their website is not much better. It’s so frustrating and difficult to put a claim in that next year when my dogs renewal comes up, I will be changing providers!

Error message says make sure that there is an error processing your request. Make sure that your online and try again. You need to get you app fixed. I was online when I got the message. Please fix this. Thank you. Angry user 22

The app fails every time I try to submit a claim. Outside of that key factor it’s pretty functional and I appreciate the simplicity. But it’s all for nothing if I can’t submit the claim. I’ve uninstalled and reinstalled the app plenty of times and it doesn’t help.

This app needs some updating. It keeps crashing when I try to file a claim. Also, it does not record the date that I put in as well as capturing the images that I upload.

I have tried to use this app for days but it doesn’t even open. This is not the first time this happens. I don’t understand how they have not tried to fix this issue yet. I tried to log in from my laptop but it doesn’t work either.

The app keeps crashing. I have to delete and reinstall when this happens. Wish it would be fixed. Other than that issue the app is great!

Doesn’t work. Waste of time and beyond frustrating. Can’t help but to wonder if that’s by design. Anything to slow down the process to keep you from getting reimbursed. Don’t waste precious time or space on your smartphone - just email them.

Every time I try to pay my bill it says there’s an error in the system. :(

This company doesn’t want to pay as soon as a big bill comes up. STAY AWAY AND KEEP YOUR MONEY! They will only pay in the beginning really low amounts and as soon as your pet really needs the help on a big bill they will come up with some excuse to deny EVERYTHING.

The app is glitchy and will crash at a moments notices. Sometimes won’t even allow you to move from screen

Haven’t been able to use app to submit a claim in over a week. App has always been janky and unfriendly to use, but this is now useless.

The app no longer works well since your last update. The font is smaller now and touchid no longer is working property. Plus it freezes up and logs you out.

First thing first, app crashes. It doesn’t open. Secondly, user cannot update pet’s information on the app. It needs to be more user friendly.

Downloaded this app and it just keeps booting up forever. Four days later and still can’t log in!! Deleted it and reinstalled and same thing. This app is garbage!!

App has too many bugs. Unable to submit any claims. It says it encountered an error unable to submit claim. Had no issues before until recently.

This app was fine until the last update at which point Face ID stopped working so you need to enter the password every time. I do not know why they updated it since it was fine before.

The app doesn’t even open. It crashes every time I try to open it. They really need to fix it, because this was one of the features that made me switch. I am very disappointed.

I’ve tried this on the website and app, I cannot successfully submit my claim. Seems like a waste of money to have insurance if I can’t even use it to get reimbursed.

Why do I have to contact you to make changes to my policy? The reason I’m online is so I DON’T HAVE TO CALL SOMEONE. Something this basic should not be missing from your app AND website. Just awful.