I've been with More Than Pet Insurance for several years, managing ongoing treatment for my dog's chronic condition with claims submitted approximately every two months. Since their recent acquisition, the service has deteriorated dramatically.

Major Issues:

Reactive Claims Processing: Claims are never processed proactively. I have to call every single time to get them to even look at my submission, despite having a clear pattern of regular claims.

Administrative Failures: They routinely close claims before payment is issued, creating unnecessary confusion and delays. When questioned, they provide vague explanations about "system updates."

Dishonest Communication: They claim to have contacted my veterinary practice when they haven't. I've verified this directly with my vet multiple times.

Poor Complaint Handling: This is perhaps the most concerning issue. When I raise complaints about their service failures, they simply pay the outstanding claim and mark the complaint as "resolved." They fundamentally don't understand that paying claims is their basic obligation - not complaint resolution.

The Bigger Problem:

I'm effectively trapped with this provider. Due to my dog's pre-existing condition, switching insurers isn't viable as new providers exclude existing conditions. More Than appears to exploit this captive customer situation, knowing that customers like me have no alternatives.

Final Thoughts:

While they do eventually pay legitimate claims, the process has become unnecessarily stressful and time-consuming. The post-acquisition changes have clearly prioritized cost-cutting over customer service.

For new customers: If your pet is healthy and you have choices, consider other providers. The acquisition has fundamentally changed how they operate.