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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Pets Best was the best for my frenchie!
Pets Best accepted and processed my claim quickly, gave me a thorough and clear explanation of my benefits, and paid out a larger sum than I honestly expected to recieve for my furry little friends surgery. I sometimes wonder if pet insurance is worth it, but not after this one. Thank you Pets Best!
Insurer: Pets Best
By: Cameron Sells
Trupanion doesn't follow their own rules
I have been a Trupanion customer for some time, and unfortunately I have experienced repeated issues with how my dog’s claims are handled. Most recently, my dog’s claim was categorized as a vomiting-related condition even though the veterinary records documented diarrhea and no vomiting was present. After reviewing the records and speaking directly with my veterinarian, the classification used by Trupanion did not appear to match the symptoms documented by the treating doctor. What makes this even more confusing is the inconsistency in how Trupanion appears to classify gastrointestinal conditions. In some situations, vomiting is treated as its own separate condition. In others, symptoms are grouped together under a broad gastrointestinal category. As a policyholder, it is difficult to understand where the distinction is being made and why similar symptoms may be categorized differently from one claim to another. This is not an isolated issue. In my experience, Trupanion frequently appears to disregard or give little weight to the professional opinions, diagnoses, and medical notes of the veterinarians who have actually examined and treated my dog. When the treating veterinarian’s records clearly document one set of symptoms, yet a claim is categorized differently, it raises serious concerns about the consistency and accuracy of the review process. Over time, I have repeatedly found myself having to review records, contact veterinary staff for clarification, and challenge classifications that do not appear to reflect the medical documentation. The result has been frustration, confusion, and a growing lack of confidence in the claims process. Pet insurance should provide peace of mind during difficult medical situations. Instead, my experience has been that claim classifications can feel arbitrary, inconsistent, and disconnected from the records and opinions of the veterinarians actually providing care. I encourage pet owners to carefully review every claim determination, compare it to their veterinary records, and ask questions when the information does not align. Based on my experience, Trupanion needs to be far more transparent and consistent in how it classifies and evaluates medical conditions. I'd be very careful choosing them as your insurance provider unless you want to be working for yourself.
Insurer: Trupanion
By: Amber
Excellent customer service
Excellent customer service: Kaitlyn has been very friendly and helpful in regards to the claim issue.
Insurer: Fetch
By: Adel Benetua
Received great customer service from Belinda!
Belinda was extremely patient, pleasant, helpful and knowledgeable. She made what could’ve been a very confusing conversation very easy. She took her time to make sure that she had all the necessary information to take care of my issue. It was a joy to speak with her. She deserves a commendation to be placed in her records. I really appreciated her!
Insurer: Fetch
By: Barbara Bautista
Terrible
Terrible. Don’t be fooled with Costco discount and low monthly pay. Their response times and pay out times take weeks. They ask for too many documents that other insurance don’t. Adjusters find loopholes not to pay you the 80% they promised during policy signing.
Insurer: Figo
By: Sasha Dev
I was helped by a woman named Lauren…
I was helped by a woman named Lauren who was very professional and very pleasant. More like dealing with a friend than a company. It was actually quite enjoyable.
Insurer: Fetch
By: Richard Brownkatz
Easy to deal with and very nice people
Easy to deal with and very nice people, and also they resolved very fast !!!
Insurer: ASPCA
By: Nissey Simone De Anchieta
Helpful agents
Helpful agents. They answered all my questions.
Insurer: Prudent Pet
By: JLSPHD
Love the insurance but sometimes…
Love the insurance but sometimes information is hard to get
Insurer: MetLife
By: Roxanne
They answer all my questions.
They answer all my questions.
Insurer: MetLife
By: Barbara and Daniel Sullivan