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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Excellent service
We’ve had such a great experience with our pet insurance and truly feel it’s one of the best decisions we made for our pet. The coverage has given us real peace of mind knowing we can say yes to the care our dog needs without worrying about the cost. Claims have been straightforward and processed quickly, and the reimbursements have been fair and consistent.
Insurer: Pumpkin
By: Parul
First time for pet insurance
We took out Embrace insurance on our puppy 3 years ago. First time we used insurance for a pet. Lucky us that we did. Our dog got very ill this year and we easily paid $35,000 in vet bills for her. Embrace covered 90% after our $750 deductible. This was a HUGE help! Thank you Embrace! Customer service was excellent.
Insurer: Embrace
By: donna poulson
MetLife Pet insurance makes the claim…
MetLife Pet insurance makes the claim payment so easy and fast. Customer service is always professional and knowledgeable. I have enjoyed my experience with MetLife very much.
Insurer: MetLife
By: Livia Carlotto
Dog in car accident and great Insurance so far
So far after our amazing dog, had a car accident the Healthy Paws insurance app and process has been very straightforward. Easy to use efficient and well done. We still have more veterinary care associated with this claim coming up so I’m hopeful they will be as helpful with the future part of this claim but so far they’ve been great.
Insurer: Healthy Paws
By: anonymous
Beware if you have a larger than normal claim
I've been with Healthy Paws for 11+ years. For the majority of the time, the rates were fair and just. Overtime (not unexpected) my rates increased year after year. Again, not unexpected as my dog got older and inflation rises. However, not long ago they changed my policy from the original $200 deductible and 90% reimbursement to a $500 deductible and a 70% reimbursement. So basically charging me even more in addition to the yearly rate increases. They did this without notification, although I guess that wouldn't have made a difference. Over the years, they were quick to review my claim and send a direct deposit based on my invoices. All of those claims were for small amounts, the vast majority under $500. This year my dog had major surgery that cost in excess of $15,000. I submitted that claim and after a few days I was told that there was an "error" in the invoice. So, I contacted the animal hospital and had them send a new invoice. I submitted that invoice and was again told there was an "error". So, I called customer service to discuss the issue. I was on hold for at least an hour trying to get through to determine what exactly the issue was. The worst part of all of this is during the period where my dog had a rough recovery from the surgery. My guess is that if a claim reaches a certain dollar figure they give you the run around in hopes that you'll get frustrated and/or drag your feet so the claim doesn't get paid out. Very frustrating dealing with the customer service agents who were fairly clueless. Needless to say I'm very disappointed in this most recent transaction.
Insurer: Healthy Paws
By: John Wardell
Claims Experience
Easy to submit claim, and quick response. Expectations were met for the process as detailed in the information received before hand. The exact experience I would hope for.
Insurer: Adoro
By: Theodore
I love MetLife pet insurance
I love MetLife pet insurance! So easy, so efficient, and customer service rocks!!
Insurer: MetLife
By: Kristin - pet mama of
Coverage Problems
I purchased Fetch Pet Insurance in April to protect my dog in case of an unexpected medical emergency. Before enrolling, my dog had no symptoms or diagnosis of any spinal or neurological condition. When she suddenly developed neurological symptoms, an MRI confirmed a spinal cord compression caused by an intervertebral disc herniation. A board-certified veterinary neurologist submitted a detailed letter explaining that this is a primary neurological disease, not an orthopedic condition, and requested that Fetch reconsider the claim. Despite the specialist’s medical opinion, Fetch denied coverage by classifying the condition as orthopedic under the waiting period. It is incredibly frustrating to pay for insurance, do everything responsibly, obtain a specialist’s opinion, and still be denied when your pet needs life-changing surgery. Pet insurance is supposed to provide peace of mind during emergencies. Instead, we were left facing thousands of dollars in unexpected veterinary costs while our dog needed urgent treatment. I strongly encourage anyone considering Fetch to carefully read the policy and ask very specific questions about how they classify IVDD, disc herniations, and neurological conditions before purchasing coverage. This has been an extremely disappointing experience, and I cannot recommend this company based on how our claim was handled.
Insurer: Fetch Canada
By: Melanie Robinson
Staff was so helpful
Staff was so helpful. Alex answered so many questions and then made a note to call me back on Monday, knowing we were bringing our puppy home this past weekend. We have a policy for each of our cats and knew that, with a puppy, it was a must have to start off right. He helped me determine the best plan and truly walked me through the whole process.
Insurer: Nationwide
By: LaHay