My owner called Hartville to make sure that her dog's TPLO surgery from tearing her cruciate ligament (ACL for people), and they said that it would be covered. They have now denied the $5000 claim after she's already paid for it, and their stance is that since the owner did not see an accident or injury, it's not an injury. They say it is an illness that causes the rupture and thus is not covered under her accidental/injury policy. I responded with a long letter about how this patient had no orthopedic history and was acutely unable to put weight on their leg one day after coming in from the backyard, obviously indicating an acute injury. Their response was, "Knee and ligament conditions are orthopedic illnesses...regardless of cause". Do not use this company, as they are the only ones I know of who can deny a simple knee surgery, so there is no telling what else they would deny.

PetWatch24 transferred my policy to Hartville, telling me I did not need to do anything, and the policy and billing would continue. All of my details were transferred to Hartville including bank card details for payment. They failed to take the payment in January, and then contacted me by post to tell me my policy was cancelled. No email or phone call, but snail mail only. They did email me on Saturday 8 Feb, telling me coverage ceases on 10 Feb, but of course their phone lines are closed over the weekend. When I finally received the letter on Feb 8 (it took two weeks), I looked on the policy page to see no pet listed and no policy. When I called Hartville on Feb 11, they said they would see if the policy could be reinstated and would call me back. They didn't call, but DID take the premium for both January and February on February 12! When I called to ask why, they informed me that there could not be a lapse in coverage so they took January's money too! Even though my policy was not in effect and had been "cancelled". You can bet that if I had made a claim in January, they would have denied it. Their only alternate option was to restart the policy (Which was cancelled due to their error), and suffer a 14 day lapse in coverage. They refused to refund the payment for the month which was cancelled, and said it was state law, but would not provide me with that state law. They also said they emailed me on Jan 20 to notify me of the cancellation, but could not forward me that email either. They refused any goodwill payment to make up for THEIR ERROR. So I will be looking for alternate coverage, and advise everyone to stay away from Hartville - they certainly strive to maintain the poor reputation of insurance companies! I would not guarantee that they would pay out even if I was covered!

I was transferred from 24 pet to Heartville they wanted to charge me$107. For an accident & illness policy. I was only paying $77. At 24pet for the same policy. I canceled my policy with both companies on January 3rd 2025. I even received a cancellation email from Heartville stating that they canceled my policy. On March 15,2025 they charged my bank account/ card for $107. For a policy that was cancelled several months ago. Even 24 pet confirmed that I had done this. With Hartville. Now they are telling me that they have no control over their refund process and wait 7 business days 3/25/25 is 7 business days & they still can’t tell me what is going on with my refund. IF my refund doesn’t show up 3/25/25 then they will SEE IF they can manually refund me but they are not positive. I have been with spot pet since January 3 2025 & I pay $77. For accident, illness & wellness policy. I would not recommend Hartville for your pet they over charge. They have no care that they are affecting people and their personal banking/cards causing other problems for those people. After the fact of being canceled several months prior. Even my personal family member who works in the insurance industry is completely surprised with Hartville behavior. I have also called 24 pet to inform them of how the situation of being transferred to Hartville is affecting people & suggested that they find a different provider to transfer any remaining costumers over to.

Awful company. Downgraded my policy without my consent, screwing my dog over at the end of her life. I don’t know how these people sleep at night, knowing that they hurt people and their Innocent pets.

The worst experience I've ever had with a company. After being a 10 year loyal customer to 24PetWatch - they moved my account without my approval to Hartville who then debited my account without my approval for over $3,900, more than 6x what I had been paying. They then refused to return the full amount to me. Completely unethical.

Like many others, my cats policies are being transferred from 24 Pet Watch to Hartsville and the experience has been an absolute horrible nightmare. Hartville has stated they intend to increase monthly premiums by 150% to 200% or more, literally doubling and tripling the price, and they have absolutely no problem in doing so, they are treating 24 Pet Watch customers like garbage, telling 24 Pet Watch customers take it or leave it and that they are doing us a favor, acting like we should be thanking them for taking over the policies and up to tripling the price. I'm terrified to find out what the claims denial process will be like because the experience with Hartsville has been a total nightmare. Their name shoudl be HartLESS,

I had my pet insurance through 24hour Pet Watch - they decided to no longer do insurance so they sold my plan to Hartville. I am now paying more $34.00 more and I have less coverage. Customer Service horrible! I was able to summit claims for prescription food and wellness visits but not with this company!! Do not get your insurance through Hartville.

This is by far the worst insurance company to ever work with. They make it virtually impossible to file a claim, their website does not allow for uploads, and they will not process claims without. The email link they send doesn't work! They are a scam and a fraud and I would cancel or not apply! All my money was wasted making them rich while I never got reimbursed except 25 dollars the first well exam. After that I've never been able to actually complete and file a claim !

We received a notice that our 24hour Pet Watch was transferred to Hartville - they downgraded our coverage and tripled our monthly premium for the two cats from $137 to $392. There is no account information, no way to see details. We received no notice prior to this email. We can’t even cancel the insurance. That this is legal in the US speaks leagues to why everyone is so pissed off. Businesses are run poorly and they cover their lack of management ability by treating their customers poorly, overcharging while failing to provide value and engaging in other unscrupulous behavior.

I would not recommend trusting this company with your pets. I have successfully filed claims with this company, although they rarely reimbursed the rate that I was charged. This year my premium more than tripled to $255 a month after being a customer for nine years. I received an email that my rate may be increasing, but I had to dig into the website to find any dollar amount by that point it was too late. Again, I would not recommend trusting this company with your pets.