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.
76,968 total
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Staff & customer service A+
Staff and customer service were great.
Insurer: Nationwide
By: Adam Steudle
Great coverage and customer service!
Great coverage and customer service!
Insurer: MetLife
By: customer
Great Customer Service!
Each time I call Metlife I have the best customer service experience. The reps are very friendly, attentive and truly seem concerned with my situation and clearly go above and beyond to solve my issue. I have been so satisfied with MetLife. They respond quickly and I truly wish more companies had such excellent customer service.
Insurer: MetLife
By: JLPearson
Amanda was very helpful and friendly!
Amanda was very helpful and friendly!
Insurer: Fetch Canada
By: Katherine Jones
Very easy to get in contact with.
Very easy to get in contact with.
Insurer: Fetch
By: Trevor
You are literally making it a pain…
You are literally making it a pain hoping people won’t claim. Shame on you. Just a disappointment.
Insurer: Embrace
By: Anne Foust
Fast and Easy Processing
I have always had a smooth experience with MetLife. We all could tell insurance nightmare stories. But not me, not with MetLife. They don't nitpick things, claims are processed very quickly.
Insurer: MetLife
By: Billy
Terrible Customer Service & Offerings
I've been with Trupanion for six years and have both of my dogs insured through them. Up until now, I've stayed with them largely because of the convenience. They work directly with many veterinary clinics, which makes the claims process easy. Unfortunately, my recent experience with customer service has completely changed my opinion. Over the years, my monthly premiums have continued to increase, but my deductible has remained the same. My dogs are healthy, and I rarely come close to meeting my deductible, so I called to ask if there was any flexibility after being a loyal customer for six years. The first representative I spoke with via chat simply told me there was nothing they could do because I chose that deductible when I signed up, and once you're enrolled, you can't change it. She ended the chat without offering any alternatives or trying to help. I then called to file a complaint about the interaction. While the second representative was more polite, I was essentially told the same thing: my deductible can never be changed. The only options offered were to reduce my coverage in exchange for a lower monthly premium. In other words, I could pay less each month only by accepting worse coverage. What I don't understand is why premiums can continue to increase year after year, but customers have no ability to adjust their deductible as their needs change. That policy makes very little sense to me. I've also spoken with other Trupanion clients and my veterinarian, and many have significantly lower deductibles than I do while paying similar, or even lower, monthly premiums. I don't recall being offered those options when I enrolled. I'm disappointed that after six years of loyalty and very few claims, there was no effort to retain me or work with me in any meaningful way. Good customer service matters, especially in a competitive industry. I still think Trupanion's direct-pay system with many veterinary clinics is a real advantage. However, if you're considering Trupanion, do your homework, read the fine print carefully, and make sure you fully understand your deductible because, in my experience, you're locked into it for the life of your pet. For the first time in six years, I'm seriously considering switching companies and will be shopping around for quotes. I simply expected better treatment as a long-term customer.
Insurer: Trupanion Canada
By: Jaymie D