Contact VitusVet Pet Medical Records Support

It is extremely frustrating to have spent hours setting up my account, loading profiles and per information, linking veterinary services used, requesting document uploads, etc, etc., only to be unable to access my account through this app! It is working up to a point, in that I can see I have a notification...but the app cannot proceed beyond “searching for account” as it hangs! The paws continue to spin, but there is nothing happening in the background short of working in a loop. Many users have complained about the app hanging in various processes during use and MANY of us don’t even get the chance to use it a second time!! And it doesn’t appear to be addresses, let alone resolved, in any of the recent updates. WHEN will you fix this problem?!

This app has made the process of submitting claims to our pet insurance extremely easy. But there is no feedback loop in the actual app or website to know the status of your claims or see them after they’ve been submitted. The majority of the app is designed around keeping track of your pets records, but the process for getting the records from the vet and into the system has been extremely frustrating. I have explained to their customer service that my vet has sent the records multiple times but under my wife name. I have provided her name and yet they have not attached the records. Instead they keep calling my vet who is getting frustrated at this point. We even changed the records to include my name on them twice but it hasn’t helped. Responses from the customer service takes sometimes months. This app and vet medical records system has so much potential, but the poor customer service is going to have me moving on to submitting claims directly if it isn’t improved.

This app makes submitting a Nationwide pet insurance claim a breeze, and is very well designed. 👍🏻 I don't use the other features really so I can't comment on those. My one concern is that when I submitted my last claim, Nationwide ended up processing it incorrectly because they misread the date of the visit. When I called to fix the issue, they said the 8 looked like a 6 because the whole thing was a little blurry. Since the picture that I uploaded still looks perfectly clear in my phone's photos, I have to think that VitusVet compressed the image to save space. While I can understand preferring a smaller file size, I recommend either removing that "feature" or toning it down, as this whole thing won't work if the invoice can't be read clearly by Nationwide, and I'll have to go back to scanning printed out claim forms. 😕