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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Best Pet Insurance by far
I submitted a claim on Saturday 6/6/2026 to Trupanion, They approved it the next day 6/7/2026, and reimbursed my bank account on Monday 6/8/2026! Amazing how fast and easy they are to work with. I've had my Doodle insured with them since 2015. He's had two knees replaced, two teeth pulled now his heart is getting wonkie. They paid 90% of his bill after my deductable was paid. I love this company!
Insurer: Trupanion
By: Patty Wallace
Excellent customer service!
Excellent customer service!
Insurer: Trupanion
By: customer
Inconsistent Claim Handling, Fragmentation, and Expanding Retroactive Exclusions
As a policyholder with 2 pet's actively covered with Illness and Accident insurance I am writing this review to document what has become a problematic pattern of claim-handling and policy underwriting by Embrace Pet Insurance. The actions taken by Embrace's Underwriters while my claims have been under appeal are unacceptable and appear to be punitive grasping at whatever is beneficial for Embrace to deny and extend exclusions while selectively overlooking any information that would help my pet's coverage. Following recent single preventative visit at a Veterinary Clinic, Embrace did not process the day's visit as one unified file. Instead, they fragmented the single invoice into three separate claim numbers. This claim splitting complicates the administrative paper trail for the consumer. Furthermore, the carrier has applied highly inconsistent interpretations of our medical history. They classified an acute parasite (Giardia) as a pre-existing condition, despite documentation showing the pet was asymptomatic and the visit was a pre-scheduled annual preventative appointment. They also utilized a diagnostic blood panel—which was independently authorized and grant-funded weeks prior for gastrointestinal tracking—as a chronological anchor to extend a service window and deny an unrelated ear condition. Most concerning is the compounding nature of their internal review process. When I exercised my contractual right to appeal the initial decisions, the internal review tiers responded by retroactively expanding the scope of policy exclusions and extending exclusion timelines. With the Chief Underwriter adding exclusions to a policy that had already been established. documented in their correspondence today, they are applying broad policy definitions to group distinct medical events together, effectively resetting the 12-month curative period and creating a continuous exclusion loop. This is to benefit Embrace and deny any future coverage for my pet. A clever but highly questionable tactic that leaves my pet vulnerable. The carrier has resisted a transparent resolution at every step of the internal appeal process, additionally placed claims on hold for over 30 day's without providing a substantial reason for the delay, failing to provide updates within the alloted policy timeframe. .I have been forced to escalate four separate claims across five complaints to the State Insurance Commission. I advise other consumers to closely audit their Explanation of Benefits and keep meticulous records when dealing with this carrier's underwriting department. The rubberstamped apology at the end of each determination feels hollow especially when they made it clear that the decision was not reached independently. In just this short time I have learned much. I will gladly end all business with Embrace at the the of this policy. Embrace’s invitation to contact and discuss the issues thier very own team has created is not welcoming.
Insurer: Embrace
By: Veronica Martinez
Easy Claim Process
My claims are always processed so quickly when I submit them for my pups. The process is very straightforward and easy! I love it.
Insurer: MetLife
By: Jessica
Trupanion has been responsive and easy…
Trupanion has been responsive and easy to work with in submitting claims.
Insurer: Trupanion
By: Lynne Hardy
Shelley was knowledgeable
Shelley was knowledgeable. Registered my 2 pups for coverage. Multiple dog discount. Very professional.
Insurer: Nationwide
By: IWANE
Easy process & great communication
Process to submit claims is easy and was reimbursed promptly! Communication was excellent! Thank you!
Insurer: MetLife
By: Jane
Outstanding customer service
So far we just got set up but our customer service rep was outstanding , very personable and pleasant .
Insurer: Embrace
By: Maddie
Brandy was friendly knowledgable and…
Brandy was friendly knowledgable and helpful. Nice lady.
Insurer: Prudent Pet
By: Darla McClennen
ABSOLUTELY THE WORST PET INSURANCE
ABSOLUTELY THE WORST PET INSURANCE. PLEASE STAY AWAY FROM THIS AND INSTEAD SIGN UP FOR SPOT OR LEMONADE, THEY ARE TRULY SO MUCH BETTER THAN THIS SCAM OF AN 'INSURANCE.' THEY ARE WITHOLDING OUR VERY FIRST CLAIM WHICH IS NOT EVEN A SIGNIFICANT AMOUNT AND THEY CLAIM THEY DON'T HAVE THE INVOICE WHICH WE HAVE SENT THREE TIMES. THEY DON'T COMMUNICATE, THEY DON'T UPDATE, NOTHING. ABSOLUTELY HORRIBLE AND FRANKLY THEY SHOULD BE REPORTED TO THE BETTER BUSINESS BUREAU. I SEE ALL THE HORRIBLE REVIEWS AND IT MAKES MY HEART SINK TO THINK THAT WE HAVE BEEN GIVING THEM OUR HARD EARNED MONEY FOR SEVERAL MONTHS AND THEY DO NOTHING. THEY ARE A SCAM.
Insurer: Embrace
By: JEM