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
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Took forever to get my documents looked at and approved.
I had to send my invoices about 4 times before they were looked at and approved. I would get an email back, several days later saying "something was wrong with the invoices" and they couldn't fix it right now.
Insurer: Pets Plus Us
By: Crystal
Latest 1 comments
I’ve been fighting for three months to get my claims, I has to resend the same info multiple times. Then I heard nothing. Contacted them and spoke to someone. He says all was fine and a check was on the way. 2 weeks later I was again asked for the same information I had submitted three times. And the next day they sent me an email waiting since I haven’t sent it, they closed my claim. I’m changing companies I’ve had awful service. I shouldn’t have to fight for something I’m paying g for. I will also be changing my house insurance from them after this experience.
Pets Best exceeded our expectations.
"I never paid any attention to stories about filing claims for pet insurance until I needed to use ours. Suddenly, my social media groups were filled with disappointed pet owners who had filed claims with other pet insurance companies and were denied for various reasons. Judging by others' experiences, I was sceptical that we would even get our claim partially paid. That wasn't the case with Pets Best. Within two weeks, I received an email telling me that my claim had been processed and a payment was on its way to my bank account. They paid exactly as the policy outlined. I always thought pet insurance was too expensive, but when we needed it for a very expensive emergency situation, I was thankful we had it. Thank you for exceeding our expectations. Luna's mom."
Pet insurance
I am very happy to have Pets Best for my pets. They have fast reasonable processing time and fhe reimbursement about was very good. I had remended Pets Best to my friends.
Horrible experience not just once but twice
MetLife pet insurance is a scam. I first had them in march of 2024 and filed my first claim taking my dog to check for ear infection but got denied because in Feb 2023 when spayed vet checked ears and needed cleaning wasn’t treated for infection in Feb but because had vet checked ears that was considered pre existing issue. I canceled policy however in August I signed back up . In April 2025 I took dog in the have ears checked and no infection just gave wash for ears but guess what it got denied saying pre existing condition dates back to 2024. I will never do business with MetLife and I suggest to anyone find another provider who cares and doesn’t deny for something that wasn’t diagnosed and then to deny a year later saying pre existing. Dogs get things like humans do we get ear infections etc but we don’t get denied by our insurance for something that wasn’t diagnosed a year ago as pre existing. Beware as I spoke to both representative and manager who told me I had to go through this appeal process and have my vet also write something. They are not helpful and manager I spoke to Dianna shouldn’t be a manager. I’m going with another provider who will care about my dog and the fact that I pay my bill monthly. Companies like met life shouldn’t be in pet insurance
Insurer: MetLife
By: Sharon
Pets Best is the best!
They always help make a trying time more bearable. With a quick review process, great communication, and clear explanation of determination.
Insurer: Pets Best
By: Michael
Easy and Quick Claims Process
My pets' veterinary claims are always processed timely by Pets Best. It takes a few minutes to file the claim online. Acknowledgement and feedback are provided quickly.
Thankful for Pets Best
I am so thankful I chose PetsBest for my dog. He has been having belly issues lately and it gave me such a peace of mind knowing I had Pets Best and could make the best decision for my dog without having to worry about money. Couldn’t recommend using Pets Best more!
Nationwide Pet Insurance has excellent customer service
I have had Nationwide Pet Insurance for over 10 years, and I have never had any issue. They have an easy to use website to open new claims and review the status of all claims. I have used the vet line for questions about issues with my dogs. My dogs are my family, and I would not work with a company that did not love animals and provide great customer service. My dogs are therapy dogs, so it is important to keep them healthy. Once I submit a claim, it takes about a week for the money to go into my account (I use the automatic deposit feature). I highly recommend Nationwide; based on cost, benefits and customer service.
Insurer: Nationwide
By: Vicki
Why I Recommend Pets Best to Every Pet Owner I Know
I can't thank Pets Best enough for the incredible support and services they provided to my wife and me during one of the most difficult times of our lives. Back in January 2025, we noticed a lump on the nose of our 14-month-old Australian Shepherd. After two weeks of uncertainty and no clear answers, the lump continued to grow, and the word "cancer" started to enter the conversation. It was terrifying. Right away, I contacted Pets Best, and the support specialist I spoke with was incredibly kind and reassuring. They let me know that Pets Best would be with us every step of the way. That gave us the peace of mind to focus on getting our dog the care she needed and explore every option our doctors presented. Over the course of three intense weeks filled with appointments and procedures, Pets Best kept their promise. As vet bills stacked up, they handled our claims efficiently, making a painful and stressful situation much easier to bear. Whenever I share this story, the first question I get is: "Do you have pet insurance?" Without hesitation, I proudly say, "Yes—we have Pets Best." Their policies are excellent, the claims process is simple and transparent, and their support team is top-notch. I've never been put on hold, and every question I've had has been answered quickly and compassionately. Since then, I've become a strong advocate for pet insurance and always recommend Pets Best to friends, family, and fellow pet owners. We now have the same policy for our new 14-week-old puppy—who, unfortunately, has already had a UTI and a broken leg—and once again, Pets Best has been incredible. They continue to make veterinary care easy, accessible, and affordable.
Much better experience than expected
"I work in the health insurance industry (People Health Insurance), so I know how many issues there are with getting claims paid. I expected the worst. I had just gone through a rather traumatic experience with my pet, and an emergency room visit, which was not cheap. I was glad to have Pets Best to help cover some of the cost. I provided my receipts, and there was no questioning, no follow-ups for additional information, no delays. It took a reasonable amount of time to get reimbursed, 2 weeks. So, it was a pleasant experience all around. Thank you Pets Best."
Insurer: Pets Best
By: Chris