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.
77,004 total
Other Categories
Strongly Advise Against Choosing MetLife Pet Insurance - their policies prioritize making and saving money, not your pet's health or your financial wellbeing
Overall, I am extremely unhappy with MetLife Pet Insurance policies and service. 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. The insurance model feels like this company exists only for profit without any regard for the wellbeing of people's pets. I am specifically frustrated that my dog's eye condition (pannus) is not covered. Months prior to her diagnosis, I scheduled her for a vet appointment to treat a bite mark and eye redness in one eye. At this appointment, I arbitrarily said the issue started "a couple weeks ago” after playing with another dog - I had waited until the policy started to schedule this appointment because this was our first time at a vet being insured. During this appointment, they could not determine why my dog’s eye was irritated, other than speculating that it was a play injury. She was also treated for a bite at this appointment. Within a week of this appointment, the eye redness went away without treatment. While at first covered, MetLife later retracted coverage after my dog saw a specialist for eye redness in both eyes, citing the initial appointment as proof that the issue began before policy coverage. I appealed the decision, got a doctor from the clinic of the first appointment to sign off that there was no evidence that the issue treated during that first appointment was chronic or pre-existing, nor necessarily related to the chronic condition my dog later developed well into the policy. My appeal was rejected, though I never received a letter in the mail and now it is far too late to re-appeal. Now, nothing related to her eye condition is covered, while I still pay over $100/month for her pet insurance. Because of this, I cannot afford to treat her eye condition and she may suffer permanent eye damage. I feel like we were completely taken advantage of, and roped into a pet insurance plan that is not best for us. More recently, I called customer service with an estimate to have a lump on my dog’s side biopsied. Based on MetLife policy, the customer service representative cannot even say definitively whether or not this biopsy will be covered. While I don’t blame the representative, it is extremely frustrating that is the plain policy of MetLife Pet Insurance to never give pre-approvals for coverage. I strongly advise against choosing MetLife to insure your pets - they are sharks that have backwards priorities, despite what their representatives tell you. For my next pet, I will be choosing a different provider.
Insurer: MetLife
By: Astrid
Better than we ever hoped for
When we adopted our senior dog, we knew we would need insurance. We evaluated a few companies and decided to take the chance and partner with Pets Plus Us. We’ve been with them for over a year now and have been very impressed with all aspects of this company. Their customer service is top notch, should you ever need to call. The website and portal are very easy to use and cover so many different ailments, treatments, conditions etc. We’ve submitted a handful of claims for our senior dog and each one has been handled quickly and efficiently. Would highly recommend Pets Plus Us to anyone!
Insurer: Pets Plus Us
By: Shannon
Buddy's MRI
Our 12.5 yr old Golden Retriever Buddy needed an MRI to determine the cause of his hind leg weakness and mobility issues. MRI's are not inexpensive. Fortunately we have Pets Best Insurance for situations like this and we're so glad we did. We learned that Buddy has a bulging disc that is causing his problems. We have him on meds and rest but waiting for our follow up appointment to determine the next steps. Without Pets Best I'm not sure what we would have done. They handled our claims promptly and reimbursed us according to our policy. If you have a pet you should have Pets Best insurance.
"Pets Best customer service
"Pets Best customer service was outstanding, once again! I'm totally satisfied. Thank you!
Insurer: Pets Best
By: PAUL
Horrible
I should have learned my lesson from my previous experience with MetLife pet insurance. They are horrible to work with. They take forever to reimburse for a claim. Your premium is always going up. They make excuses as to why something isn’t covered. Just a horrible company to have pet insurance through.
Insurer: MetLife
By: Joyce
I dot recommend Healthy Paws. There is a reason their rating has dropped.
My dog has been insured by Healthy Paws for six years. I’ve never made a claim until now. Due to an injury from biting on something hard, he needed a root canal. I’ve been given the runaround for nearly two weeks. The adjuster considers it a “condition” vs an “injury.” He is asking for six years of medical records to establish it is not a preexisting “condition.” Healthy Paws does not allow consumers to speak with adjusters, only customer service people who read from a script. The only phone number for the entire company is that of customer service. The hold music is a loop of approximately 20 seconds from a Lynyrd Skinner song, and I’ve been on hold for over 40 minutes. Please check current ratings of insurance companies. They may have been rated #1 in 2017, but this is 2025. I regret choosing Healthy Paws, and I regret referring them to my friends.
Insurer: Healthy Paws
By: Debra
Latest 1 comments
Debra - we're sorry your boy needed oral surgery. Unfortunately, we cannot find you in our system using the limited information in your review. We want to help with this situation, but we need your assistance. Please email us using our "Contact Us" form (https://www.healthypawspetinsurance.com/contact) and reference where your review was posted. We can then have one of our customer care team members review your account and provide assistance.
Best Pet Insurance
MetLife pet insurance provides the coverage I need for my elder rescue dog. I do not find the app user friendly but no matter, just use the website is just as easy. Claims are easy to file as long as you obtain the SOAP notes from your vet. They have always been easy to communicate with whenever I needed, which is rare. Claims take a bit longer to process than they say, but they ALWAYS come through with the coverage they promise. I am completely satisfied with this company and always sing their praises at my vet and with my pet parent friends.
Insurer: MetLife
By: Julie
Policy Increase
MetLife increased my policy by over $700 a year. They are stating that this policy that I have no longer exists therefore I have to pay the price for it. I called multiple times they did not want to help me except for wanting to reduce my coverage which I do not want to do that was their only option. Their customer service was terrible I was lied to a couple of times by customer service and I was told that if I did not want to change my coverage then there wasn't anything that they could do for me since my policy that I have doesn't exist anymore
Insurer: MetLife
By: Teresa
Worst
I have a lot of complaints about the claims through this company. But to make it short I pay for insurance that does no good. I am better off putting the money I pay them into savings to use at the vet. They are difficult to work with.
Simple and Thoughtful
My dog had a tooth extraction and the insurance claim process was super straightforward and easy. We received a reimbursement within a couple of weeks, without any issues or overwhelming paperwork. They even reached out to check in a couple of weeks later to see how my dog was doing, which was such a thoughtful and personal touch. We’ve been with Healthy Paws since Piper was a puppy, and they’ve been wonderful to work with!