Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
76,950 total
Other Categories
Disputed Claim Denial Despite Veterinary Support
I am extremely disappointed with the handling of my claim by the claims department. My dog, Louis, was treated for an ear infection in November 2025; however, the claim was denied solely because he received Cytopoint for allergies during the same visit. The claims department concluded that the ear infection was related to his allergies, which I strongly dispute. To support my case, I provided a detailed letter from my veterinarian; however, this documentation was not accepted. I appealed the decision twice, yet the claim continued to be denied. The final review was conducted by an independent veterinarian affiliated with Pets Best, who also upheld the denial. This process raises serious concerns about the fairness and objectivity of the review. It is difficult to have confidence in an “independent” assessment when the outcome consistently favors the insurer, despite clear supporting evidence from the treating veterinarian. Furthermore, I am concerned that this decision sets a precedent, implying that any future ear infections Louis may experience could be automatically denied, regardless of their actual cause.
I obtained insurance for my golden…
I obtained insurance for my golden today, the agent Fabrice was excellent. He explained everything in detail to me. Great job. 👏
Insurer: Fetch Canada
By: Laurie
Christina was great
Christina was great! She explained everything thoroughly
Insurer: Nationwide
By: Marylou Vanderkous
Overall experience
My overall experiences with Pets Best has been outstanding. The process of submitting a claim to receiving reimbursement is very easy, the explanations are straightforward and if I have a question I can call and discuss the issue with a live person who are always very helpful. I am very pleased with this pet insurance who has been providing coverage for my 2 pets."
Insurer: Pets Best
By: Jessie
Prompt and clear communication and…
Prompt and clear communication and payment received quickly
Insurer: Healthy Paws
By: Christine Lutz
Excellent service
We’ve had such a great experience with our pet insurance and truly feel it’s one of the best decisions we made for our pet. The coverage has given us real peace of mind knowing we can say yes to the care our dog needs without worrying about the cost. Claims have been straightforward and processed quickly, and the reimbursements have been fair and consistent.
Insurer: Pumpkin
By: Parul
First time for pet insurance
We took out Embrace insurance on our puppy 3 years ago. First time we used insurance for a pet. Lucky us that we did. Our dog got very ill this year and we easily paid $35,000 in vet bills for her. Embrace covered 90% after our $750 deductible. This was a HUGE help! Thank you Embrace! Customer service was excellent.
Insurer: Embrace
By: donna poulson
MetLife Pet insurance makes the claim…
MetLife Pet insurance makes the claim payment so easy and fast. Customer service is always professional and knowledgeable. I have enjoyed my experience with MetLife very much.
Insurer: MetLife
By: Livia Carlotto
Dog in car accident and great Insurance so far
So far after our amazing dog, had a car accident the Healthy Paws insurance app and process has been very straightforward. Easy to use efficient and well done. We still have more veterinary care associated with this claim coming up so I’m hopeful they will be as helpful with the future part of this claim but so far they’ve been great.
Insurer: Healthy Paws
By: anonymous