Mlle. CHARLIER Chloe

I took this insurance for my kitten a few months ago, after he had a accident during playing where he injured his penis and had blood in his urine. Due to that I had to do a urine sample and in October (before the insurance started of course) and got some medication for my cat and it all healed nicely.

A month later I did a routine check-up for my kitten before his castration for which the vet did another urine sample. The test showed that the PH levels where lightly increased and I got some medication for it. Naturally I forwarded those bills to Hepster and wanted them reimbursed but guess what? Hepster now claims that this was a "known illness" from way back in October and have refused my request to pay for urine sample + medication. How convenient for them. Just because my kitten had an urine-related injury before I had the insurance they can now use this as an excuse to pay for ANY urine-related issues.

I e-mailed them back to explain that it's a misunderstanding and that what they claim to be a "known illness" was just an injury. The increased PH-values in the urine are something new and unrelated which was not known prior. After 3 weeks, I basically just got the same standardized response claiming once again it was "known" and will not be covered.

I honestly feel like I'm being completely scammed. We are not even talking about huge amounts of money. I'm paying 30€ of insurance every month and they are not even willing to cover costs from a routine "Harnschtreifentest" for 10€. Like what? On top of that, the service is slow to answer (3-4 weeks) and are clearly just looking for convenient ways to not having to pay.

At this point I am not even sure if Hepster will ever pay for any routine checkup for my cat in the future because now they can always refer to this one injury and claim it was "known before". What is circus is this?

Commande faite le mercredi vers 21h, reçu le samedi matin. Aucun souci, exactement ce que j'avais commandé !