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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Continued Disillusionment With Figo
On May 22, I called Figo after they responded to this review (below), asking me to call them so they could try to help fix this situation. The Figo customer service rep knew nothing about my situation or about Figo's response to my review below. LOL What a waste of my time. Their request for my call was merely an automated prompt. Not surprising. After having dogs for 25 years without pet insurance, I became a new Figo customer and was excited to have extra protection if we needed it. Figo quickly rejected my first claim, made about five weeks into my insurance, which was for treatment for a hot spot, because my vet erroneously wrote in her office visit notes that I had mentioned seeing a spot on my dog's cheek two weeks before my visit. What I had told the vet was that I had seen a spot two days before my visit during his bath time. However, it looked like a small healed-up sore of some kind, until two days later, it appeared red and expanded. Thus, I promptly made an appointment with the vet that same day. Notably, my dog's records show NO call to the vet two weeks before the visit in question and NO visit as well. For all anyone knows, even if I had seen a spot on my very outdoorsy, active Golden Retriever, it could have been something else non-related. The vet's notes say nothing about any evidence that my dog's hot spot was related to "a spot" (no other description given) from two weeks prior. She indeed has no evidence to prove so, as the records indicate. However, since the claim that I said I saw a spot two weeks before my visit falls within the Figo "waiting period" of three weeks from purchase of insurance, Figo has decided to reject my claim under the category of a pre-existing condition. This is wild to me since even my veterinarian cannot prove there was a pre-existing condition, nor does she necessarily claim there was. I am new to the pet insurance world after having dogs for 25 years. I am beginning to wonder if I made a bad choice with Figo. I am a Costco member, so there is a deal with Figo, but paying an extra monthly bill for insurance that is going to look for excuses to not pay when I have a claim is not what I was signing up for when I decided to try out pet insurance. Disappointed.
Insurer: Figo
By: Lauren
Aileen was super helpful with…
Aileen was super helpful with transitioning the policy from my brother to me! I really appreciated all her help she was super informative!!! Me and Keo are very happy with the customer service we received from her!
Insurer: Fetch Canada
By: Monika
Peace of Mind
Very easy to file claims and fast to process. It gives me comfort to know I have help to take care of my fur-girls. Trupanion provides peace of mind in my cats care.
Insurer: Trupanion
By: Stephanie
Anything to short pay claims
I have 2 dogs. The policy price increased drastically from last year, now they are only paying for half of the anestesia charges "because the teeth were cleaned at the same time". The anestesia was to remove possibly cancerous growth. The vet decided to do a dental at the same time. Now the insurance is denying payment of the full claim. This is totally unethical behavior and I will be dropping them soon.
Insurer: Trupanion
By: R.Palermo
Horrible coverage
we have insured our dog since he was a puppy 12 years ago. We had one very small claim over the years. Recently he was showing signs of leg weakness, had him evaluated and treated. Apparently the physical exam is not covered. How do you get a treatment plan without a physical exam? It is absolute insanity. All the money we have paid, and it’s the worst insurance ever. We will be heading to FETCH shame on your company
Insurer: Trupanion
By: martin alexander
Process is easy and fast as is the…
Process is easy and fast as is the reimbursement.
Insurer: Spot
By: Bob Moskos
Kaitlyn was an absolute angel
Kaitlyn was an absolute angel. our call was disconnected more than 3 times and she was so patient and so kind even tried calling back and sat with me through the entire claims process. highly recommend going through her for any insurance help :) thanks again Kaitlyn
Insurer: Fetch
By: Jessamine Castro
Wonderful staff at MetLife
Wonderful staff at MetLife. Helpful anytime need assistance.
Insurer: MetLife
By: Sandra Cole
Real easy to file a claim and upload my…
Real easy to file a claim and upload my receipt. You acknowledged receipt and got back to me about my claim in a day. Really good insurance company.
Insurer: Pumpkin
By: Kay Chamber-Dapprich
Worth it!!
We have had this insurance since we rescued our pup. It is very easy to file claims on your phone and to keep track of their status. They communicate quickly when more info is needed and process claims quickly. For us it has been absolutely worth it to get this insurance, highly recommend!
Insurer: Pets Best
By: Fran Reynolds