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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Quick and painless
The claim submission are easy, the turnaround time is lightning fast and the service whenever I call them is extremely helpful. I rave about pets plus us to anyone who will listen and will never go anywhere else for my pet insurance
Insurer: Pets Plus Us
By: Weatie
Reptile Insurance
The review form did not allow me to select reptiles as the pet. I had to select a dog/cat so this review is not about a dog, but reptiles. We have MetLife Pet Insurance for our savannah monitor and Chinese water dragon. MetLife Pet Insurance is incredibly easy to use and quick to reimburse. They are helpful when I needed guidance when starting the insurance. We have made multiple claims, all of which have gone smoothly. I highly recommend them.
Insurer: MetLife
By: A
Hassle free coverage
Had to euthanize our beloved girl recently. Last few months of her life she had been injured by botched biopsy surgery then developed an abdominal bleed from Cancer. All of the vet bills plus all her medicines were submitted and reviewed efficiently , easily, and quickly. Highly recommend MetLife pet, can’t say the same about MetLife (human) dental insurance which is a nightmare.
Insurer: MetLife
By: Lara
Two Days after signing up
Our puppy pounced on a pair of garden shears and needed stitches on his mouth/muzzle. Claim process was easy, payment made promptly, and the whole event (well except for trying to keep a cone on a 10 week old puppy) was as smooth as we could have asked. We won’t be taking advantage of the vanishing deductible, but so glad this rambunctious pup had insurance.
Insurer: MetLife
By: Karen
Appalling customer service
So when I moved 10 minutes away, my premiums went up approx $100/month, which while ridiculous, what can you do? I decided to decrease my coverage to make the payment more manageable, as over $300/month for insurance on my 6 year old dog when I haven’t made a claim in years seemed stupid. The payment goes onto my husband’s Credit Card, so I didn’t notice right away that we were being overcharged over $60/month more than what I had been quoted for our changed policy. Of course, I discovered this on a weekend, when the only customer service available is over chat. The person I chatted with, Emma, said she would escalate the situation and I would hear back from them within a couple of business days (which I didn’t). So I call, because the call centre is only open M-F until 6pm ET and speak to someone who says that they will get back to me within 24-48 hours. Which they didn’t. I live on the West Coast, and I have a job, so I don’t have time during the day to call them repeatedly to follow up. I finally hear back from someone 13 DAYS later. Jordan left me a message at 2:40 in the afternoon on a Friday (Pacific time, so 20 minutes before they close for the weekend). Because I’m at work, I was unable to check the message until after 3pm PT. He lets me know that my payment is now $185/month. What??? It was supposed to be $170.76/month, they’ve been charging me $232.23/month, where did $185 come from? And no mention of reimbursing us for the $60+ they’ve been overcharging us for the past 3 months. And I can’t call to ask, because now they are closed. So here we go again. Back to the chat. Which is completely useless because they won’t tell you anything over the chat, just to call during their regular operating hours. What a joke, if my dog didn’t have pre-existing conditions I would change insurance companies in a heartbeat. I might anyways just because how awful they are to deal with.
Insurer: Fetch Canada
By: Bronwyn
Worst Experience I have ever had.
After over 5 months of providing claim information and follow ups with this outfit I can honestly say that this plan is terrible. They do not have internal operations to provide customer service. Their personnel are poorly trained if at all and they put any disease into a preexisting condition category. As an RN I am familiar with preexisting conditions. An ear ache is not something that can be preexisting since it can be a year or more between inflammatory outbreaks. Do NOT waste your money on this company. Put the premium dollar aside to pay for vet bills or go with another insurance. This one sucks eggs.
Insurer: Healthy Paws
By: Christine
Latest 1 comments
We’re sorry your customer service experience did not meet your expectations. Claim decisions are based on your pet’s medical records and the signs/symptoms that are noted in those records. Most pet insurance companies including Healthy Paws use a pet's medical records to determine if there are any pre-existing conditions that would keep us from approving a claim. We're never happy when we have to deny a claim. We do our best to be transparent throughout our website, during the enrollment process, and in the plan documents available to each client in their online Healthy Paws account regarding the limited exclusions of our plan. Those exclusions are pre-existing conditions, preventative/routine care, and the office visit fee. Anyone visiting our website can see this information under our "Frequently Asked Questions" and in the sample policy. Since the records received noted multiple ear infections starting prior to enrollment, we could not provide coverage.
Wonderful service
Our sweet little dog suffered a ligament tear in his left hind leg. He required surgery to repair it. Pets plus us insurance reimbursed us in 9 days. I’m so grateful for their support.
Insurer: Pets Plus Us
By: Fay
Good insurance
My dog developed Addison’s disease three years after getting him at 8 weeks. Pet’s Best has covered his prednisone and glucocorticoid monthly shots and it has been a very helpful role on their policy . My only complaint is that before I got the Pet’s Bed policy my pet got a right ear infection . This was not covered . However , since getting the policy my pet has had a left ear infection and they will not cover the left ear infection even though it came after the policy was obtained and in effect . Otherwise they have been very good .
Insurer: Pets Best
By: John
Beware of MetLife!
I adopted my cat 11/28/23 from a shelter. I signed up for pet insurance for her at the shelter. The shelter provided all information and there was a clean bill of health and no pre-existing condition which was provided to MetLife Pet Insurance. The cat developed gas and diarrhea a little while after adoption. Pet insurance clearly states that is active immediately there is no waiting period. I hit my deductible I submitted my claims and sure enough they denied me. They claim she has a pre-existing condition because it started shortly after adoption. That is not a pre-existing condition it's a condition that arose after I adopted her and now they are claiming I have to go through an appeal process which can take upwards of 45 days. People get insurance for a reason for emergencies when they need it so they are covered. Clearly they are a company who does not stand by their word that claims your pet is insured from the moment you get the plan unless it's a pre-existing condition which there is absolutely no documentation of such prior to signing up for the plan. What happens if you can't afford the test your pet dies you have to get a lawyer and pursue this legally? I noticed they don't have a spot to put reviews on their website only the shining ones that they post. I can see why that is. I would strongly suggest looking into another pet insurance company do not waste your time and your money for them to look for loopholes and not back up their plan.
Insurer: MetLife
By: Kristen
Trupanion
Trupanion is just a caring, upstanding company who puts animals first. Our dog Max has cancer and we really couldn't of done it without having an insurance company like Trupanion whose dedication hard work is most certainly what our Max and ourselves needs.
Insurer: Trupanion Canada
By: Diane