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.
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Don’t wait-Pumpkin is key!
My Boston, Fitz had an infected bug bite, wound or something show up right next to his right eye. We were so concerned but the vet was quick to give his best to help him. All good now- Pumpkin made it easy to get care since we knew we had coverage. Thanks for the quick handling of our claim.
Insurer: Pumpkin
By: Christine Ward
Quick, Easy & Reasonably Priced
I love how easy it is to file a claim with Pets Best. You just upload a PDF of the itemized invoice and receipt to the website and they confirm receipt and immediately issue you a claim #. I don't think I have ever waited more than a week for a response/payment to be made directly into my bank account. If I did have any questions, when I called customer service, I actually spoke to a person and not a series of AI prompts and the best part is that this great service comes at a reasonable cost. I've had the insurance for two years now and the annual increases have been minimal. Hopefully they stay that way!
Mac the Dog
I have used this company for over 15 years. I cannot begin to do justice to how great the are are in relative comparison to the cost. My dog, Mac, was diagnosed with cancer earlier this year. Pets Best has enabled me to get him the best treatment possible and allow him to continue to live a high quality of life. Through the entire process, Pets Best has been extremely responsive to all my claims and adjudicated them in rapid fashion. They have my highest recommendation.
Absolute TRASH!
Will NEVER EVER EVER use Pets Plus Us Again... There are loopholes throughout the entire policy such as cremation... Regardless of the fact that is CLEARLY says we will pay the actual cost... they don't... only the maximum payable amount as shown, which turns out to only be $100 regardless of what plan your own. Then not to mention you'll still get charged for your pet's policy even after they've passed!
Insurer: Pets Plus Us
By: Lindsay
very patient and friendly
very patient and friendly. answer every question of mine and can solve problems effectively
Insurer: Sonnet
By: Muyao Li
Excellent customer service
Excellent customer service. Agent was knowledgeable took time to answer all my questions prices were good
Insurer: Embrace
By: John Hallowell
Good at first
Good at first. But so difficult to connect with customer service. I need log-in help, otherwise I would refer to the app. Called twice and waited too long. I'll have to call again. Hopefully without a long wait.
Insurer: Embrace
By: CFors
I like the claim process, but...
I like the claim process. It is straight forward and easy, with a quick return in my bank account. They are helpful over the phone. I took away 1 star, because more often than not, I have issues with the website. It will give me an error before starting a claim and sometimes in the middle of submitting a claim. This happens about 75% of the time. I called the number on the website, and they were unable to fix the problem (pretty much just wanted me to try a different browser), but emailed me a way to still submit the claim. I waited a few days and was able to use the online claim service. I don't know if there are website issues during high traffic times, but it is extremely frustrating.
Insurer: Embrace
By: Kirsten
Helpful
Aileen has been helpful in providing detail explanations regarding pet policy and coverage.
Insurer: Fetch Canada
By: baadshah wazeem
⭐ Review
⭐ Review: Embrace Pet Insurance via USAA – A Cautionary Tale I used to trust Embrace through USAA. They were once top-rated, scoring 4.6 or higher, and I believed they offered real protection for my pets. But that trust unraveled quickly. One day, my pug was in excruciating pain—screaming when I tried to touch him. I rushed him to the vet. Bloodwork didn’t reveal the issue, so we did an x-ray. That’s when we finally found the problem. I submitted the claim to Embrace, expecting support. Instead, they denied it, calling it a “pre-existing condition.” How could it be pre-existing when I didn’t even know it existed until the x-ray? Their six-month orthopedic waiting period is a trap. It punishes pet owners for seeking answers and forces pets to suffer unless you wait out their arbitrary timeline. I appealed. They denied it again. This isn’t just poor service—it’s a system that gaslights pet owners and dismisses urgent care as a technicality. And now they’re sending marketing emails asking me to come back. No thanks. I’ll never trust them again.
Insurer: Embrace
By: T G