I heard back from what I believe to be "Patrick" who wrote me before and he wrote me right away. Never addressed the issue of the 15% discount, but he was quick to point out how much I have sent to them in claims and how much they have reimbursed me since 2011. I was impressed how quickly he responded, was not impressed with his response. I don't think they want me as a customer any more, given the last part of his email:
Thank you for your feedback. I do empathize with the position you are in, as I have two dogs of my own who mean so much to me. Their care is extremely important to me and a decision like yours would be very difficult for me to process.
In the time that you have been with us, the pet insurance industry has changed and grown significantly. Pet parents, who in the past may not have been able to afford life saving or altering treatments for their pets now have the ability and choice to do so. Of course, with the increased usage of the insurance, premiums have had to increase to meet those increased needs. We do try very hard to keep our rates affordable while also continuing to provide unlimited lifetime coverage.
However, this unlimited coverage does require us to ensure that we maintain as much of a balance as possible between the incoming premiums against the outgoing reimbursements. With the higher cost of available care in California, comes the unfortunate higher cost of premiums over time. As you indicated, you have been a valued member of Healthy Paws for many years and in that time we have helped cover over $34,000 in claims and have provided over $27,000 in reimbursements for you and your furry family.
I hope that during your research, you will find that even with the increased monthly premiums, Healthy Paws still provides a level of service and coverage above that of the other companies. To help you in your research, I have included a few websites that provide a comparison of the various coverage options available.
If after performing your research, you decide that you would prefer to go with another company, you can follow the link below to cancel your policy or you can respond to either of my emails and I will help you through that process.
As I indicated previously, I am open and available to discuss this further with you, either over the phone or through email. I truly am sorry for any difficulties that this situation has placed on you. Please let me know if there is anything further that I can do.