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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Three appeals and then approval.
My dog had surgery to remove a mammary tumor and was spayed at the same time. I was denied twice saying the surgery was preventable care though an entire mammary gland was removed, biopsied, and sent to a lab. That is not preventative, that is a health issue. On my third appeal, when reviewed by an outside vet, the charge was covered. I should not have had to jump through hoops to get required care covered.
Insurer: Healthy Paws
By: Sandrea
Eileen was GREAT
Eileen was GREAT. And asset to Fetch. I stayed with Fetch instead of changing insurance for an add on.
Insurer: Fetch
By: Pamela Helfrey
Expensive Specialty Vet - Quick Reimbursement
My dog was showing signs of pain and I had to take him to our local vet, then a specialist. Healthy Paws gave me a huge sense of security to go forward with some very expensive procedures. The process to submit a claim is extremely easy and the review process is fast. I had a direct deposit in my account after a few days of submitting the claim. My dog was able to get the treatment without going into a massive amount of debt. Having insurance saves me thousands of dollars.
Insurer: Healthy Paws
By: MNP
I recently adopted a pet almost seven…
I recently adopted a pet almost seven years old and had never had pet insurance before. As my previous pet had multiple issues and needed a lot of care I wanted to get insurance for my new pet and was having difficulty deciding which one to take. I called and spoke with Josh who was able to answer all my questions and helped me complete the application
Insurer: Fetch
By: Deborah Giordano
Awful
I rescued my 8 year old pup. He’s now 12.5 and Embrace has done everything in their power to say any claim is linked to a preexisting condition. When we rescue, we don’t know if a pet has health conditions. I went above and beyond to get them the pet records from a prior owner and all they did was use that to exclude claims. Same excuses given for the past 4.5 years. Finally I switched carriers because I couldn’t deal with their horrible claims department anymore.
Insurer: Embrace
By: Carriann Isman
Customer Service
Josh answered all my questions and provided advice on how to choose the appropriate insurance plan for my dog. After conversing with him, I fully understood my options and was able to make an informed decision. Thank you!
Insurer: Fetch Canada
By: Mary Drozdz Mayo
Thank You for a Little More Time with My Boy...
I have had Fetch Pet Insurance for approximately 5 years for my baby boy Frankie (Tuxedo Cat). Everything was fine, until it wasn't. In June of 2025 Frankie was diagnosed with CHF (Congestive Heart Failure). Not only did the staff at Fetch go above and beyond to help me file numerous veterinarian and cardiologist claims, they were informative, compassionate, and truly made me feel better at a time of extreme distress on my end. Believe me, many of the calls, I was in tears knowing Frankie's lifespan was going to be cut short, with the Cardiologist giving him a year to a year and a half to live. The bills were astronomical!! If it wasn't for Fetch I would of had to put him down almost immediately... I just couldn't afford it. So, I thank you Fetch for being a wonderful company in every way whatsoever, claims are easy, refunds are quick and customer service is GREAT!! Again, I thank you and Frankie thanks you too for giving me and him, just a little more of our special time together!
Insurer: Fetch
By: Donna
Avoid this company, they are not honest
This company will do anything to avoid paying a claim. They constantly come up with ways not to pay. They took my money for 1 1/2 years and never paid a claim. terrible, terrible company. Do not take a policy
Insurer: Embrace
By: ROBERT SMITH
Great plans, app is easy to use!
The app is super easy to use, and customer service and processing of claims are both great. My only regret is not starting the plans when my dogs were younger, but I've appreciated SPOT!!
Insurer: Spot
By: Jo J
My 13-year-old Golden recently had…
My 13-year-old Golden recently had surgery for a splenectomy plus a cancerous thyroid removal at the same time. I had been considering stopping her insurance a few months ago because I didn't think I would move forward with any major surgeries or treatments at her age. I'm so glad I didn't, because even though she is 13, she is active and healthy. She did extremely well with the surgery and will likely have another one for her lung, also. You'd never know she wasn't just 7 years old. I would not have been able to do the full cost of the surgeries (over 11K) on my own, but Healthy Paws paid over $8,000 (70%) of that, making it possible. I filed my claim a few days after the surgery and the reimbursement was in my account within 2 days.
Insurer: Healthy Paws
By: Connie McCabe