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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I'm sure this will go right to PetsBest paper shredder.
I have two pets insured with PetsBest. The only reason I chose 2 stars over 1 is because one pet's claims process has been smooth, however the other pet's claims process has been a disaster. You'd think one pet's good experience helps, but it doesn't. It only emphasizes how horrible the disparity is in the experience I'm having - and how wildly inconsistent the quality of adjusters. My pet's claim has been going on for 52 days. I'm currently in the appeal process and PetsBest is asking for information they already have in the file, I can see it from the customer portal. They are threatening to close the appeal if information is not received within 15 days - again, they already have this information! Also they cannot calculate time periods. They asked for records dating back 18 months, which in my case would be 8/11/2023, but the date they are stating in their emails is 6/1/2023. Seems like they're going for a "Gotcha! We didn't receive the necessary information". But this is also erroneous; I can see records in the file dating back to 2021. Talking to Customer Care representatives is like talking to a brick wall. I receive incorrect and unhelpful information. Talking to a supervisor was not better, empty apologies with no escalation of the issue. I never receive email replies from customercare @petsbest.com. Conversely, I'm drowning in automated emails. If anyone at PetsBest actually cares to receive my feedback and consider improving processes, I have a full log of how my experience is going.
Insurer: Pets Best
By: Courtney Thomas
In the beginning
In the beginning, I was having a lot of issues trying to get my claims to process because my veterinarian didn’t make his notes. I guess a specific way that they wanted it and regardless of me asking him to add more detail he didn’t do it so I lost out on a lot of money the first year or two, but I’m glad that they eased up on the information that they need and started to accept the notes that I’ve been getting from my veterinarian and submitting them so at least I’m getting something back so I do appreciate that.
Insurer: MetLife
By: April Arnold
Loved it And very Easy to use there…
Loved it And very Easy to use there staff on call is also very good, knowledgeable and friendly
Insurer: Sonnet
By: Shreya Marva
Very easy to sign up
Very easy to sign up. Was able to chat with a representative and get my questions answered prior to enrollment.
Insurer: MetLife
By: Felicia Godolphin
Missing invoice isn't missing
Got a notice about a missing invoice when the invoice we received is attached. Feels like a stall tactic to push back paying out.
Insurer: MetLife
By: Jeremy
Simple to submit claims/receipts
Simple to submit claims/receipts, updates throughout each claim process! Excellent service!
Insurer: Fetch
By: Lisa
Great customer service
Great customer service. Simple to use, the app is extremely user friendly. Turn around is speedy and very convenient.
Insurer: MetLife
By: Erin
Easy and quick!
My first claim was handled quickly and so easily!
Insurer: MetLife
By: Julie S.
Thankful
MetLife has been great. I was a previous customer to two companies and MetLife far exceeds both. The claims process and reimbursement is seamless.
Insurer: MetLife
By: Marisa D