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.
77,075 total
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Responsive humans, fast claim processing
Pumpkin has humans who pick up the phone with the knowledge to help, and fast, fair payment for claims. I chose the company because they matched what i needed from insurance and the price is fair. They have been a delight to work with in every case so far. I don't hesitate to recommend people bringing their business here
Insurer: Pumpkin
By: Penny
Mixed results with SPOT
I used SPOT insurance with a pet. They were responsive to paying claims and signing up was easy. Two incidents, however, made my give this business three stars. One, we received a claim check twice. It looks some undertaking to ask what they wanted to do with the duplicate check. Secondly, due to a change in family circumstances, we had to rehome a pet and asked for SPOT to transfer the insurance policy - per their coverage agreement to the new family. They agreed to do so, however, the hassle of getting the paperwork done was ridiculous. First, there is no available way to have a transaction without being on the phone for transfers. They stated it was a legal matter. I am not sure if that is accurate. Also phone transactions make it difficult if you are hard of hearing or deaf. When asked to conduct this transaction via email, I was told to use a translator service for the Deaf. Also, when you call you get moved from person to person - each with a different story or different way of conducting business. So, I am giving SPOT four stars due to this "behind the scenes" concerns.
Insurer: Spot
By: Louise Sattler
Customer focused
When we first called to get more information the representative was knowledgeable and helpful answering all our questions. The app is easy to use whether it be to speak to a vet 24/7 or file a claim. Claim reimbursement is quick. Highly recommend Metlife Pet!
Insurer: MetLife
By: customer
Easy and fast claim processing
Receipt submission was very easy and the claims were settled with payment deposited in my account within days. My dog’s surgery center was able to submit directly. I received a text that the several thousand dollar claim had been approved before the front office staff could walk back to the room to tell me a couple of minutes later. Amazing!!
Insurer: Trupanion
By: Margaret
I have a claim pending for over 2 weeks…
I have a claim pending for over 2 weeks that is unresolved. I contact customer service and I get canned and unsatisfactory resolution .
Insurer: Pumpkin
By: Brett Fox
Fast claims advertised, but not my experience
I am giving Spot Pet Insurance one star based on my claims experience and the lack of clear communication. Spot’s website advertises a fast, simple claims process, including language about quick claim submission and fast reimbursement. That has not been my experience. I submitted my claims with the required invoices and medical records, but they have remained delayed/queued without meaningful updates or clear explanations. This was for BASIC annual exam and vaccinations. "Most claims are processed within 48 hours after you’ve submitted all required documents." Yes, ALL requested docs submitted. " “Get reimbursed in 48HRs”... Our claim has been sitting there for eight days in queue, not even looked at. When I contacted customer service, I received canned responses instead of specific answers about my actual claims. I asked directly whether anything was missing and what the status was, but I did not receive the kind of clear, claim-specific information a paying customer should be able to expect. It is extremely frustrating to pay monthly premiums-ON TIME by the way, submit the requested documentation, and then be left waiting while the company’s website promotes fast claims processing. If the advertised timeline does not apply, customers should be told why. If something is missing, customers should be told exactly what is missing. At this point, I do not feel confident in Spot’s claims process, their customer service, or their communication. The coverage may look good on paper, but the actual claims experience has been disappointing and stressful. Try Lemonade or ASPCA.
Insurer: Spot
By: Niki Saigeon
Cheques of reimbursements arrived in…the mail
Cheques of reimbursements arrived in the mail regularly after my kitten received treatments for her disease. Just a short period to be assessed. But I had send a VOID cheque and did hope for automatic payments to my chequeing account ( would have been faster/ shorter wait ).
Insurer: Spot Canada
By: customer. John Seidle