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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Customer service
I have found it difficult to get claims processed for multiple reasons. In 2 years time they have paid one claim. Today's customer service representative belittled my veterinarian which upset me. Then she hung up on me. So, on top of a sick pet this was what I had to deal with.
Insurer: Pets Best
By: Lisa
So far it is not level of service I've expected:(
Were at the vet .08.18.24.They did some lab work and prescribed antibiotics for my puppy. I already paid (two payments)twice to this insurance company, we always visited the same clinic ( for vaccinations and everything), which is listed on the Trupanion website one of the clinics they work with. I paid myself all vet bill yesterday (08.18.24), because Trupanion didn't processed the claim, moreover they sent the request to my email to ask about my puppy's medical history. I've sent them an email and contacted the customer support they told me they need more info. I told them we visited ONLY one clinic, but still, my request is not processed. The customer support told me to wait a few days, which is not they advertise on their website and other sources. Not quick at all instead of helping me with paying to the vet fo now I paid to the vet by myself and to these guys. Should I be happy with this level of service ? So far I am very very disappointed 😞
Insurer: Trupanion
By: Olena
So appreciative
Pets plus us has exceeded my expectations in service, accessibility and overall service. Whenever I’ve called for enquires, customer service has been amazing. Reimbursements are fast and claims are so easy to submit. Thanks so much pets + us
Insurer: Pets Plus Us
By: Lafren2283@gmail.com
Awesome!
I am surprised that others have rated MetLife poorly. I have not had any issues with them. I know that in order to get my money back after making a claim, I need to submit all of the necessary paperwork, including the SOAP notes from the vet. Once I submit my paperwork, I normally receive my money within 10 business days. I think MetLife is awesome!
Insurer: MetLife
By: Cindy
MetLife Pet Insurance is the Best
Hello, We've had to use MetLife for a few injuries or illnesses for two of our fur-people kids. One had knee surgery that cost several thousand out-of-pocket. MetLife covered the procedure and paid-out in a matter of a few weeks. The online process is straightforward and their Customer Service is superlative. Thank You!
Insurer: MetLife
By: E.C.
worst customer service ever, you can not get through the phone lines
Pet's Best denied all of our claims even though we provided them with everything they asked us for. Daisy , a healthy dog age 3, was covered beginning april 2024. we submitted claims in june and july, to make sure our deductable was met. each claim was denied. by the way let me say that my husband and i tried for 10 days straight to get someone to answer the phone. i kept my speaker one for several hours in case someone answered. we never could get through. i finally got through by pushing the number for vet help. told them to cancel my policy and they hooked me up with Richard, very nice young man. i would never recommend Pets Best to anyone
Insurer: Pets Best
By: Kaye
Great Pet Insurance!
MetLife did an awesome job processing my claims and reimbursing me any money that I paid out of pocket. But please keep in mind 1: You have to pay out of pocket the day of the visit. 2: the claiming process states 5-10 business days for processing but takes more like 15-20 business days (just have some patience). 3: Having a pet is expensive so have a rainy day fund just in case. Other than that the customer service representatives are amazing and very understanding. You get what you pay for so a good tip: Don’t pay for a cheaper premium plan. Pay for a more expensive one so you’re not paying so much out of pocket during your pet visits. The reimbursement will come in handy later on so you don’t feel like your pockets are completely empty.
Insurer: MetLife
By: Miya
Absolutely Horrible Pet Insurance
I placed my first claim on 7/22/24. I provided ALL the medical documentation I have for my dog. I called after two weeks of hearing nothing and they stated I needed to submit all the medical records when I did. Then, they stated they are missing 2022. I explained she didnt go and I pushed her vaccines back and they are landed in Jan 2023. The gentleman said it wasn’t a problem. Here we are two weeks later and my claim is still saying i need to provide all medical records. Outrageous. I will be calling them again in the morning and demanding a refund for the two months I have paid for with no action and I’ll be cancelling my plan
Insurer: Healthy Paws
By: Brittany
Latest 1 comments
Brittany - We’re sorry for your frustration during the processing of your claim. As you stated in your review, medical records had been sent, but our customer care team inadvertently missed those being in the previous Healthy Paws account you had canceled, not in your current account. Now that we have those records, your claims has been opened for processing.
What happened to good old fashion customer service in our country?
MetLife pet insurance is the worst. It takes forever to get paid on a claim. As soon as i get my money back I will be finding another pet insurance co. Their customer service is lacking, and it takes FOREVER for them to answer the phone. On two separate instances they have misplaced our claim and had to start all over. What's the most important thing about a pet insurance company? Reimbursement. They should be ashamed of themselves for taking almost 6 weeks to pay a $650.00 claim. Never again. NEVER AGAIN!!! They sure have the part about withdrawing from your bank account every month down to perfection.
Insurer: MetLife
By: Frank
Best decision I could have made!
ASPCA was the best choice I could have made for our family & our furry baby. The claims process has been seamless, the customer care exceptional & the security of knowing my baby is assisted for any health issues that arise is priceless. If you don't have pet insurance for your fur babies, GET IT! Selecting ASPCA will be one of, if not the, best choice you could make.
Insurer: ASPCA
By: Jennifer