Random 1
"I need to cancel my policy—my pet Kitty crossed the rainbow bridge last month."
SOP: Policy Cancellations
"I just paid $800 for my golden retriever’s ear infection treatment. How do I send you the invoice so I can get reimbursed?"
SOP: Submission Options and Internal Routing
"Hi, we've just recently visited our vet here in Florida and we were advised that Toby will need a surgery. Will you cover Toby's surgery? The vet said it might be a torn ACL."
SOP: Coverage Disclosure Key Messaging
"My sister passed away last month, and I’m now caring for her cat. I need to cancel her policy."
SOP: Deceased Or Incapacitated Pet Parent
"Hi. I want to update my payment method. Can I just give you my new Visa number over the phone?"
SOP: Updating Billing Information for Premium Payments
"I’ve tried updating my credit card 5 times, it won't accept my card. What’s going on?"
SOP: Unsuccessful Credit/Debit Card Update Billing Issues
"Disculpe, ¿hablan español? My English no good... Necesito ayuda con el seguro de mi perrito. Quiero hablar con un representante en español."
SOP: Spanish Speaker Requests
"My friend said I’d get $25 for referring them. Can I do that today?"
SOP: Marketing & Partners Cases (Refer A Friend, Partners, Brochures)
"My dog got treated at a vet clinic here in Puerto Rico, will you cover that?"
SOP/CPG: Claims Outside of the United States
"My dog’s dental cleaning was denied as ‘not covered,’ but my vet said it was medically necessary! Can you fix this?"
SOP: Claims Appeal Process
"I submitted my dog’s surgery invoice last week, but I received an email saying you still needed something from me. What's up with that?"
SOP: Missing Information Claims - For Account Managers
"My premium just increased by $20/month! Can you explain why this happened?"
SOP: Licensed Producer Redirect Process
"The vet says my bulldog needs to undergo a surgery, I'm not sure if I can pay it upfront. Do you do pre-approvals?"
SOP: Direct Payments - CCT Responsibility With Key Messaging
"I just moved from Oregon to California and need to update my permanent address. The website won't let me do it myself. Can you help me with that?"
SOP: Account Changes (Pet Parent Info, Pet Details, Pet Name, Address & Billing, Coinsurance & Deductible) /
SOP: Licensed Producer Redirect Process
"My claim was processed at 70% instead of 80% reimbursement. I checked my policy, and this isn’t right!"
SOP: Claim Reset/Review Cases