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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Worst insurance ever
You can’t get anything preapproved. My dog had an accident in the fires. He had a really bad limp. We have had insurance 3 months now. They denied my dogs X-rays bc it was a ccl. How were we suppose to know. So basically they told me i had to wait 6 months. I get for the surgery but they should have covered the x ray. They said they wouldn’t cover it bc it was related to a ccl. Worst insurance ever
Insurer: Pets Best
By: Allyson
Pets Best - always excellent in all aspects
I regularly share with others Pets Best as a PSA - while I would have paid for my dog's life saving medical needs 4 years ago (16 days in ICU, blood transfusions and dialysis), Pets Best tremendously eased the financial burden it would have placed on me by exceeding my expectations reimbursement. Since then, PB has continued to be outstanding - easy to work with, fast, sets expectations, clear in explainations. Thank you!
That’s best is the best
This is our first experience with pet insurance. We could not be happier. Benefits and the claim process are very clear and can be done on my cell phone. They deposit my claim amount directly into my checking account and I am very pleased with the responsiveness and consistency
Amazing
Everything as advertised, quick claims, great customer service, the complete package. I wish all insurance was this good, like actually.
Insurer: Pets Best
By: David
Pets Best is truly the best
As our first experience with pet insurance Pets Best if in our opinion the very best. Claims submitted and reviewed within hours and payment made within 3 days. Direct to out acct. after out dog had a bilateral CCL repair last fall they covered 90%. Wish human insurance was Rhys good. Good job Pets Best.
Insurer: Pets Best
By: Shari
Insurance you can count on
My dog had an endoscopy due to an obstruction. Having insurance helped, making the situation less stressful. The claims process was easy, and reimbursement was prompt. I highly recommend Healthy Paws.
Insurer: Healthy Paws
By: Lynette
Emergency vet visits without stress of costs
We recently had to deal with our French Bulldog being diagnosed with non operable spine issues. It was incredibly stressful and costly but having our Pet insurance in place and access to help with our questions was amazing. Processing of forms was super easy and reimbursement happened quickly - thank goodness for Pets Plus Us
Insurer: Pets Plus Us
By: Krista
Grateful
I am very satisfied with the Pets Best claim submission experience. I have had to file a few times, and each time, Pets Best has been very responsive and true to the policy. I was particularly worried about the most recent time I submitted because my cat had to go through an expensive surgery. I'm so grateful that I have Pets Best and was able to get a lot of the money back.
Insurer: Pets Best
By: Katherine
Worst investment!
This company basically just steals your money every month for the premium and denies any claims you make, regardless of what they are. My dog had an ear infection, a fluke accident, and they denied the claim because they said it was a pre-existing condition. I don't understand how an ear infection is a pre-existing condition and even had my vet write a letter stating the exact cause of the ear infection and how it just happens in dogs from time to time, it wasn't caused by anything he's ever had previously and they denied both my appeal forms. They are greedy, won't pay for anything, and make the entire process horrible. There is no one to even call about discussing a denied claim, their call center doesn't know anything and can't give you any information as to the reasoning for the denial. They said there is no way to contact the appeals team directly which is just ridiculous. Do not get insurance with them, they deny everything and do not care about your pets, just making money off of you.
Insurer: Pets Best
By: Ryle
Failed to Collect Premium Then Cancelled Policy
PetWatch24 transferred my policy to Hartville, telling me I did not need to do anything, and the policy and billing would continue. All of my details were transferred to Hartville including bank card details for payment. They failed to take the payment in January, and then contacted me by post to tell me my policy was cancelled. No email or phone call, but snail mail only. They did email me on Saturday 8 Feb, telling me coverage ceases on 10 Feb, but of course their phone lines are closed over the weekend. When I finally received the letter on Feb 8 (it took two weeks), I looked on the policy page to see no pet listed and no policy. When I called Hartville on Feb 11, they said they would see if the policy could be reinstated and would call me back. They didn't call, but DID take the premium for both January and February on February 12! When I called to ask why, they informed me that there could not be a lapse in coverage so they took January's money too! Even though my policy was not in effect and had been "cancelled". You can bet that if I had made a claim in January, they would have denied it. Their only alternate option was to restart the policy (Which was cancelled due to their error), and suffer a 14 day lapse in coverage. They refused to refund the payment for the month which was cancelled, and said it was state law, but would not provide me with that state law. They also said they emailed me on Jan 20 to notify me of the cancellation, but could not forward me that email either. They refused any goodwill payment to make up for THEIR ERROR. So I will be looking for alternate coverage, and advise everyone to stay away from Hartville - they certainly strive to maintain the poor reputation of insurance companies! I would not guarantee that they would pay out even if I was covered!
Insurer: Hartville
By: Nigel
Latest 2 comments
The exact same thing happened to me! I just got off the phone with them and I am LIVID!! All I got was an email stating that the policy was cancelled. No email or letters prior as they claimed. Also told me that they were unable to do anything even though my cat has a pre-existing condition. They also offered for me to enroll in a new claim and just kept taking me in circles. I hate that 24 pet watch has subjected us to this garbage
I also am disappointed that 24 PetWatch has subjected its customers to thus absolutely heartless and deceiving company. I just had a terrible experience unfold today. And in reading all of these reviews, I am not alone in how I was treated. I am going to post my review but a waiting on some further information… and then I got lost in reading all of these bad reviews, which I can totally relate to. We should all get together and file a class action lawsuit against this company.