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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Outstanding service and coverage.
I wanted to share my positive review, as encouragement to anyone looking for insurance. My beloved cat Pierre, has unfortunately had a few issues, from eye surgery, pancreatitis and recently another abdominal obstruction surgery to remove a hairball. Without Pets Best, I don’t know how I would have been able to afford the care my cat had needed, and I am so grateful for how easy the process has been, every single time. Before experiencing insurance first hand, I was always worried of claim denials, but every single claim I have had, my coverage has been incredible and I have not had a single issue with any claim. Submitting my claims has also been easy and in the midst of emergency surgeries and the worries that follow, I am grateful to Pets Bets for making the financial stress that much lighter. Again, a huge thank you from me & my baby Pierre. And high, high recommendations. - Zienna
Extremely Pleased With Pets Best Insurance
"I requested payment via direct deposit; however, I forgot that I had changed accounts since last reimbursement. I called Customer Service several times after I realized my error and they kept me informed as to when first account returned funds and when check was cut. I think over the 2-3 week period, I probably talked to 3 or 4 customer reps and all were extremely helpful. If I had correctly updated my information, I would have received the direct deposit probably within 10 days of filing my claim. I have been with Pets Best since 2008 and have always been treated with respect, kindness and helpfulness."
Extremely Frustrating Claims Experience - Do Not Recommend
This insurance requires a tremendous amount of forms and paperwork. The processing team frequently delays claims, claiming they are missing information that was already submitted. Then, they take another month to repeat the process, causing endless delays. Furthermore, most of the agents lack genuine care for the pet's well-being. The initial phone representatives take a long time to answer and frequently transfer you to another agent.The company refuses to cover acupuncture, falsely claiming it is "holistic." For example, my pet receives acupuncture, and the vet administers Vitamin B-12 injections (aquapuncture) immediately afterward. The B-12 is provided by the veterinary teaching hospital as a free bonus for the pet's well-being and is not charged separately. Despite the itemized bill explicitly stating acupuncture only, Pets Best discounts the full amount of $180 per session. They also arbitrarily decided to discount only $90 from $180 of total acupuncture (based on what?), meaning reimbursements vary significantly. Finally, their policy includes a separate paragraph regarding fraud, which makes pet parents feel guilty until proven innocent. The hospital and veterinarians are certified and excellent businesses, but this insurance goes the extra mile to prove that the customer is trying to commit fraud.
Insurer: Pets Best
By: Elizabeth Arias Bohart
Pets Best is mediocre for rehabilitation
Pets Best has been amazing for my family. The price hikes are insane though. Going from $150 to $250 should be criminal. Insane. The process of getting payment for rehab sessions has been a joke. We unfortunately have to slow down rehab as it takes pets best 4 weeks to get a partial payment. I have to send that to review, that takes another 4 weeks. By that point I’ve already added another package of $3k. So I have $6k in rehab packages pending. And another $3k coming up within 2 weeks. There has to be a better way to process this. Hopefully in the future there will be but for my senior dog, it’s financially ruining me even though we have the pet insurance to cover it.
Insurer: Pets Best
By: Consumer
Service with Trupanion was quick and…easy!!
Service with Trupanion was quick and easy. Upon checking out to pickup my fur baby at the vet, I identified to them my insurance with Trupanion and they said they would handle the claim immediately. My dog was hospitalized for six days and after they brought him out, I was given discharge instructions, medications and billing invoices that were already processed with Trupanion and advised that I would be receiving a credit for the prepayment that I made at admission. I was not required to file a claim and evereything was done so quick and easy. Thank you Trupanion...you're the BEST!
Insurer: Trupanion
By: Ronald
Bad company
Refusing to respond to emails after costing me double what was listed on the website. I have asked to lower my deductible five times and they have done nothing. Do not trust this company.
Insurer: Trupanion Canada
By: Emma Wrench
Trupanion covered everything without limits
Trupanion has covered upwards of $12,000 in vet care for my dog over the last three years. She's had a run of bad luck - being attacked by bigger dogs, a (fortunately operable) cancer, and a new IBD diagnosis. Every time Trupanion has paid out immediately and without question. Yes, their monthly prices are higher than other pet insurance companies, but you're paying for quality. Their support line is also extremely helpful if you have any questions or concerns. I honestly cannot recommend Trupanion enough and will be insuring my pets through them forever!
Insurer: Trupanion Canada
By: Alexandra Melnychuk
Darren was great
Darren was great. He was informative and and helped me choose the right plan for my pets. He was very patient and allowed me to ask a lot of questions.
Insurer: Nationwide
By: customer
Sad disappointment
Declined payment on the exact proceedure that they covered for 2 previous cats from the same family. Required multiple calls to Healthy paws and my vet. Stressful with a sick cat wasnt enough but also the financial stress when this is why I pay a premium for pet insurance in the first place . And Im still waiting for the appropriate payment for this one claim. The are scanning for 1 word to decline my claim and with hold payment but continue to make money on my funds.I once told everyone that Heathy Paws was a godsend but not after this experience!
Insurer: Healthy Paws
By: Kate
Easy to submit a claim and received a…
Easy to submit a claim and received a cheque in the mail within a week ! Great service !
Insurer: Spot Canada
By: customer