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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Spot Pet Insurance is an incredible…
Spot Pet Insurance is an incredible company. We are so glad we joined. We recently had both of of furbabies seen be specialist in veterinary medicine. The fact that we had Insurance for our babies was a relief and helped with very stressful times. Our claims were handled quickly and our payments were equally fast. We are grateful for their care and attention.
Insurer: Spot
By: Desiree Warner
Easy to add my new pet
Agent was extremely helpful and made adding my pet simple. I’ve been with them for 23 years.
Insurer: Nationwide
By: Ginny
This company used to be amazing, not so much anymore
This company used to be amazing! However, they were purchased by Chubb, outsourced their customer care team and not it is almost impossible to have a conversation with someone about a claim or your account. They are fast when submitting a claim, however if anything gets denied and you need to appeal, or need to further provide more information on a claim, you rarely get a response and there is no way I have found to get in touch with anyone to escalate. Wish they were as good as they used to be, my dog now has preexisting conditions so I am stuck with them, but when I get another dog someday, these recent experiences will have me looking for another company.
Insurer: Healthy Paws
By: Dylin Holden
Dr Gilson
Dr. Ian Gilson is so kind, knowledgeable , and helpful with my sweet old dog. The whole staff does a wonderful job!
Insurer: Healthy Paws
By: Kelly Nielsen
I had pet insurance for my dogs through a different company
I had pet insurance for my dogs through a different company. I decided to check out Fetch and I am really glad I did! I spoke to Justin in Sales and he was just amazing. He was extremely helpful and answered each of my question to my complete satisfaction. He made sure to customize the coverage for both of my dogs to ensure I got exactly what I wanted for them. I am thrilled that I found Fetch and I am even saving some money compared to my previous company. I highly recommend Fetch Pet Insurance.
Insurer: Fetch
By: V. Azoy
The service is very convenient
The service is very convenient, but when issues come up, the automated chat isn't very helpful.
Insurer: Sonnet
By: Rouslan Tangalichev
You didn't approve my claims
You didn't approve my claims! I called you to dispute your decision, and you never called/emailed me back. The very reason we have pet insurance is to cover this issues with our pet, which you failed to do.
Insurer: MetLife
By: customer
Fast process and the customer service…
Fast process and the customer service support was great and compassionate.
Insurer: Spot Canada
By: SABINA
The agents have been great the problem …
The agents have been great the problem i had was every claim was incorrectly first denied by the automated system for lymphoma which is most definately new condition. making the call to have it resubmitted was just an extra step not needed on my end. other than once it got reviewed by an examiner it was a perfect experience it happened on all 4 claims so far 5/7/2026-5/28/2026. I honestly feel bad for the reps getting these calls and making more work in general. i suspect it is AI doing this and just talking to reps seeing how quickly they can put it back in que and the examiners can correct the wrong denial it is a shame that has to happen in the beginning. Other than this initially happenning this would be a perfect company experience.
Insurer: MetLife
By: maureen mcgeary-acord
Unable to file a claim on their website or app for 5 days
When we adopted our cat two years ago, I asked my vets office which pet insurance they recommended. Embrace was highly praised so that's who we chose. Over the last two years I cannot think of one complaint about Embrace. We adopted a dog earlier this week so after her first Wellness visit, I added her to our Embrace policy and paid their premium. I can see all her information on the Embrace website, as well as the app, but their system won't allow me to process the wellness visit for reimbursement. I've tried multiple times a day for 5 days now. I even called Embrace midway through the week (I was on hold for about 30 minutes) for help. They emailed me a claim form which I have filled out and emailed back. That was 2 days ago, and I still haven't heard from them. Like I said, haven't had a problem in the last 2 years but now this. It's frustrating.
Insurer: Embrace
By: WendyT