Sonnet | Pet Insurance Review

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I’ve been a Sonnet client since 2023, and this recent experience has been beyond frustrating. I’ve spent over an hour and a half on hold trying to get help setting up a new renter’s policy for an upcoming move. While waiting, I contacted the web chat — only to be told they couldn’t assist me there and that I needed to call. I then emailed their official help address and was told they couldn’t assist via email and that I should use the web chat instead — the same chat that had just refused to help me. So what exactly is the purpose of their chat support or their help email if neither can assist with basic policy inquiries? When I finally reached someone by phone, I was repeatedly told to use the “moving tool,” despite explaining multiple times that I was trying to purchase a completely new policy, not transfer my existing one. We attempted several times to create the new policy, but the system kept returning error messages. The final resolution I was given? “Go buy insurance with someone else.” After being a client since 2023, this is how they handle retention and customer support. Extremely disappointing service and a complete breakdown across all support channels.