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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Would never recommend Embrace
Not many regrets in life, but using Embrace is one of them. Since my dog had a bit of food intolerance/allergy when he was little they’ve claimed anything gastrointestinal is a pre-existing condition that they won’t cover. Now faced with the prospect of stomach cancer at age 10 and Embrace won’t even consider scans as something that would qualify. Paid thousands to this company over the years and have never had a single cent back. My vet is even shocked about what they are claiming and using as an excuse.
Small puppy with a large tumour
What we thought was a possible UTI ended up being a tumour in her chest, taking up about 1/3 of her chest. Truly unclear as to what was going on, additional blood work was recommended and x-rays at our regular vet. Based on what was scene on the x-ray, our vet wanted us to see a specialty vet; however, getting into a specialist vet was extremely difficult - with appointments booked 2 months out - this was disheartening, stressful and frustrating. With the difficulty getting into a specialty vet, our vet recommended we head over to the emergency vet that same day, they would call the emergency vet and send over her file with x-rays. So that is what we did. The emergency vet was wonderful. They were also surprised to see what was on the x-ray, like everyone else. Her tumour is large for a dog her size and age (only 4.5 yrs old). Unclear of how long this tumour has been growing, if it has spread - which it appears to have on the x-ray, and uncertain if biopsying the tumour was even an option due to size, our options are hard options right now. She is happy, playful, wags her tail and is excited to see you, not showing any signs of pain or discomfort, she eats what and when she wants to eat. We are enjoying each and every day with her right now. Pets Best handled all of our claims as quickly as they could, they were coming in fast. Pets Best team was probably wondering what was going on and needing to get more information from both vet offices - as we didn't have a specific diagnosis. Some out of pocket expense went towards the deductible but I am pleasantly surprised to see how much we are receiving back. Pets Best insurance has been wonderful. Thank you.
Do Not Recommend Metlife Pet Insurance
Would prefer to give them a negative star at this point. As someone who had Nationwide previously and was "Fortunate" (SARCASM x 100). enough to switch over to Metlife under the circumstances I wish I would have done some more research. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan. I have only had them for 5 months now and it has been far from a good experience. They take forever to reimburse claims even if its something they have already covered previously. When you submit a claim it states that it will be processed in 5-10 days which is false. It takes anywhere from 15-30 days for a claim to be reimbursed. Their customer service is very unhelpful and very dismissive. I submitted a claim on 7/10 and got reimbursed incorrectly on 7/11 "due to a system failure." I called on 7/14 when I looked at the App and noticed the discrepancies on the reimbursement. I was told I shouldn't have even been reimbursed yet and that nobody else that submitted claims that day have been reviewed yet. She told me it would be reviewed by claims and get fixed within 3-5 days. I called back again after a few days and got some other lady who told me the same BS they tell everyone else "Claims take 5-10 business days but could take up to 30 days per our policy" couldn't give me an update just that it was sent back to claims for review. After 17 days go by I call back again and get the same BS answer above and no resolution. Mind you they have already reimbursed me previously for the same medication so why it takes this long to get reimbursed again is ridiculous. As of 8/5 I still have received no update or reimbursement on the claim. 8/8 ended up calling again as I still have received no resolution for Metlifes screw up on my claim. Talked to another gal in customer service who informed me that last 3 other times I called nothing had been pushed forward so she pushed it through. Told me its going to take 3-5 days to review again. We are on 20 days now of a unresolved claim issue due to their system. And now I have to wait again another "3-5 days." I ended up calling back and talking to a manager who pushed it through to claims and expediated the process which still took another 4 additional days, almost 25 days and I finally got my $40 dollar resolution due to their screw up.... Also, just a forewarning to anyone needing a thousands of dollars procedure done per the vet... they do not provide pre-authorizations or approvals. They expect you to go forward with the procedure, submit the claim and risk essentially not being reimbursed for that said procedure. It looks like from other reviews that I am reading it is pretty common for them to essentially make it impossible to get reimbursed for procedures that are thousands of dollars, they make an excuse not to reimburse, or take the full 30 days if not longer to reimburse their customers. ANOTHER UPDATE: 8/14 called again which feels like the millionth time. 23 days later and still not reimbursed for a claim submitted in July. For how much I pay a month its ridiculous its taking this long to get reimbursed... so forewarning its taking 10+ days to get reimbursed for a simple claim anything complex expect the full almost 30. Unbelievable. Make sure you have money set aside as backup. further review there was dis
Insurer: MetLife
By: "Anonymous"
don't do it!
I paid into this service for 4 years and never once had a successful claim- even with all the required documentation. Save your money!
Insurer: Pets Plus Us
By: Hailey
Pet Coverage
We have insured all of our pets with Pets Best for more than 15 years, and have been extremely happy with the coverage, response and support that have been provided for a variety of issues that have occurred.
Not worth the cost
I have filed claims with this provider. They accept the premium payments but they always deny the claim. I wish I stayed with Fetch!!
Pets Best
Outstanding customer support and value for the money. They are there when you need them!
Metlife is the Worst!!!
As a new customer with three dogs, I was hopeful that MetLife Pet Insurance would provide the peace of mind I was looking for, but it has proven to be a frustrating and disappointing experience. The claims process is incredibly slow, far from the efficient timeline they advertise. What they classify as an accident they claim was a Sickness for a freak accudent one of our dogs suffered. It's a significant financial strain to wait so long for money you've already spent, especially with multiple pets and the associated high vet bills. What's even more frustrating than the long wait times is the customer service. Each time I've called to check on a claim's status, I've been met with unhelpful information. There's no sense of genuine desire to help resolve the issue. Given the slow processing and lack of support, it's clear this company is not equipped to handle the needs of a multi-pet household. I'm actively looking for a new provider that can offer the reliable service and support that MetLife promised but failed to deliver. I highly HIGHLY recommend you look elsewhere when looking for pet insurance and don't believe some of the positive reviews about this company. Speaking honestly, we've had a negative experience with MetLife.
Insurer: MetLife
By: Patrick
Reliable and Fair Pet Insurance
We have had Healthy Paws pet insurance for our last two dogs, Winnie and now Grace. Particularly in the roughest moments, we have been very thankful we chose Healthy Paws for our pet insurance needs. Having our claims processed fairly and efficiently has been so helpful as we have navigated tough health situations with both dogs. We are very thankful we have found a pet insurance we can count on with no lifetime limits and transparent and consistent claims processing. This ensures we don't have to choose between our pet and our financial security if tough health situations happen.
Insurer: Healthy Paws
By: Katie
Awful
No communication of any substance regarding the claim. A month later all I've gotten is an email 3 weeks ago that they're reviewing the claim and don't need any additional info and a request to answer a survey. Are they going to cover the interest on my credit card that's adding up?
Insurer: Pets Best
By: Kendra