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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Shady, Shady Company!
So frustrating. After our dog tested positive for heartworm in January 2023, I called Pets Best to question whether or not this would be covered under our policy. The lady I spoke to said it would be covered and even gave me a list of prescriptions to give to our vet so then the medication would be covered too. At this time if Pets Best would have said heartworm wasn't covered, we would have canceled our policy during that phone call, because the amount of money they charge each month is outrageous for any illness not to be covered. But I was told it was covered. However, all the claims I submitted were denied because they said we did not do preventative care. (The reason we did not do preventative care was that our vet also mentioned it wasn't that big of a deal since there were no cases in Colorado at that time.) They went out of their way to contact our vet and question them about our claims. Clearly, they were digging and looking for any reason to deny our claims. I am shocked they went out of their way to find reasons not to pay and in the process take full advantage of their customers. When I called in January I was NEVER told that it would ONLY be covered if we did preventative care. Obviously, they knew this was the policy because they went out of their way to contact our vet. All our claims were denied. If I was told this information in January, I would have said we did not give our dog preventative care because our vet also mentioned there were no cases in Colorado and it seemed like it wasn't that big of a deal. But I would have understood their policy and realized there was no use wasting my time submitting claims. But I would have just canceled both policies for both our dogs right then and there. Why pay for an outrageous insurance policy if they aren't going to pay when your dog gets sick? Since that phone call when we received misinformation, we paid 5 more months of premiums, we have paid February, March, and April, not sure if May was charged yet or not. I requested to be reimbursed for just those months and they have been giving me the run-around and telling me that they are not responsible or liable for what their employees say over the phone. If I get my money back I will take this review down. If it is still up, well you know they did not do right by this customer! Greedy company with no accountability.
Insurer: Pets Best
By: Andrea
Professor D
It was easy to navigate, the information was enough for somebody with experience but for myself I needed more info so I engaged a rep via chat and Stephanie as well as Ali (I had 2 chats, Stephanie before signing up and Ali after), both were very good. So if I can suggest to have more information on the site or maybe have a section for first timers to pet insurance ird be great. Stephanie cleared everything up which I appreciated but I'd like to read things for myself. It's just a suggestion, otherwise my experience was 10 out of 10.
Insurer: Trupanion Canada
By: Nima
It was very informative and easy to understand.
It was very informative and easy to understand. Person was very eager to help.
Insurer: Trupanion Canada
By: Mona
Satisfied
Kenny was very helpful, courteous and professional
Insurer: Trupanion Canada
By: Lise
Suzanne's comments
Only slight confusion experienced when the coverages are not known at the time of payment on the day of the service. Also, when an item was returned, it was difficult to follow the claim outcome report.
Insurer: Trupanion Canada
By: Suzanne
Prompt service.
Prompt service. Very friendly and professional service with the person I was speaking with. Highly recommended by many family and friends as well.
Insurer: Trupanion Canada
By: Sandie
Trupanion claims staff have been pleasant to work through our claims process and explain why some claims are denied in a clear and simple manner that even us old folks can understand.
Trupanion claims staff have been pleasant to work through our claims process, and explain why some claims are denied in a clear and simple manner that even us old folks can understand. They have been patient and friendly in all conversations, whether by e-mail or on telephone.
Insurer: Trupanion Canada
By: Ken
Great company and service
Efficient and fair with claims support. Claim amount was deposited quickly so that I could pay outstanding bills related to the claim.
Insurer: Trupanion
By: Miriam