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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Claim Submittal.
My first claim was submitted and resolved quickly.
Insurer: Fetch
By: Morris Wilson
Poor customer service and claim response
Pets Best has refused to accept the fact that my dog was adopted because I fostered her for several months through some health issues. Adoption application was insufficient, paid invoice (indicating paid with same credit card Pets Best has on file paying their premiums) was not enough, they insisted on seeing my credit card statement. All the while not responding to my emails asking why they were having an issue with this. I received an email that they were going to need to decline payment because they were unable to reach me by email or several phone calls. I received no phone calls, no missed calls, my number is correct in their records. The next day the claim was denied because "the service provided is not covered under your policy". It clearly is (office exam). The persons I talked with in Customer Care and then Claims said they would follow up and get back to me, but neither did. I have had other pet insurance policies with other companies and have never had any trouble. I plan to switch insurance as soon as the current medical issue is resolved.
Insurer: Pets Best
By: Shirley
I’m giving them a 5 stars because of…
I’m giving them a 5 stars because of the way they handled my baby Becca’s passing with a lot of compassion in may of 2023 .
Insurer: Nationwide
By: Timothy Wilson
Great Pet Insurance
Very responsive. Easy to submit claims. Answers within 1 week to 10 days. As soon as there is an answer the money is in your account
Insurer: MetLife
By: customer
Aileen was very helpful and kind
Aileen was very helpful and kind. She walked me through a transfer of policy and made everything clear and easy.
Insurer: Fetch
By: Sara Wolf
Reading the Contract with no backup
At some point the person was reading the contract and I later recalled she said something about "prison". It was so fast and on the phone without something to read in front of me. That certainly can be improved.
Insurer: Nationwide
By: customer
I have been a client for years now &…
I have been a client for years now & the pet insurance has been great for me. The only thing I struggle with is do things on-line & I don't know why. I have to click on a pets a few times before I get to the pet I need. I wish the online was a little friendly. Thank you.
Insurer: Nationwide
By: Sandy
The Fetch website was very informative…
The Fetch website was very informative and enabled me to find the best insurance for my new pup Buster. Nadine offered great customer service answering all my questions in a very patient, pleasant manner. I will gladly tell my pet loving friends about Fetch!
Insurer: Fetch
By: Richard Kalck
It is very easy to upload the invoice…
It is very easy to upload the invoice and reimbursement was prompt. The reason I gave a 4 out 5 is because when the veterinarian's office tried to send the invoice on my behalf, they received no response
Insurer: MetLife
By: customer
I received excellent customer service…
I received excellent customer service each time that I've called. The turn around for reimbursements was within the 2-3 day turn around the company states it takes. I highly recommend Embrace Pet Insurance Agency.
Insurer: Embrace
By: Victoria BECK