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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Great Rates, Terrible Customer Service
I was recently in an accident. The adjuster assigned to my claim has been very difficult to communicate with. Had she provided all the information on the process during our original communication, the process could have moved along much quicker. Instead I was receiving tidbits of information on the process, and then waiting anywhere from 2-9 days for a response. I wasn't provided a list of shops until a week before my rental expired. When I asked for an extension on the rental it was denied. Along the way, I have been asked by the adjuster to basically do their job, call the shop, set up the appointment, contact the tow yard. The whole situation has been extremely stressful, and now I am out-of-pocket for the rental, after finally having my personal vehicle released, only to find out that the shop I chose from the list of shops provided does not accept undrivable vehicles, when it was clearly stated to the adjuster before making the selection that my vehicle was in fact undrivable. Not only has dealing with my claim been stressful, but now the whole situation is affecting me financially, and from what my adjuster stated there is nothing they can do because the time for rental coverage has expired, even though the process is why this has taken so long.
Insurer: Sonnet
By: Jason Lewis
"Denied coverage for a tooth that was NOT Pre-Existing"03
I had a very disappointing experience with Spot Pet Insurance. They denied a claim coverage for Shylah's tooth, claiming it was preexisting when it was not. I paid for coverage expecting help with unexpected veterinary expenses and instead felt misled and frustrated. Based on my experience, I do not feel this company is trustworthy and would encourage pet owners to read the fine print very carefully before signing up.
Insurer: Spot
By: Regina McClellan
Quick and excellent response on claim!
Quick and excellent response on claim!
Insurer: Fetch
By: Denise
DO NOT ENROLL With Figo!!!
I wish my husband never brought the Figo Pet insurance pamphlet home from Costco because this is literally the worst most stressful experience I have ever had with an insurance company. Firstly, their exclusions are way more than covered conditions. They decline more claims than they approve and the reasoning is always listed as "pre existing" conditions and this is not during the waiting period. They only really investigate your claim when you appeal it and then if you are lucky it will be approved. My 10 year old Australian shepherd had 2 growths removed (like hanging moles) and they declined the claim as "pre existing" because they class these as "masses" and my dog was diagnosed with a fat mass in 2023 but the veterinary doctor advised us not to remove it because it was not causing any kind of discomfort or illness. After they declined the removal of the growths as pre existing, I appealed it and my vet sent a letter to them explaining that these were nothing like his previous diagnosed lipoma mass and these growths were first diagnosed on March 19,2026 and we had the surgery on March 26 2026. I received a letter back from them to tell me to read the exclusion page where it states that after a first diagnosis of a mass no other masses are covered under this policy. These weren't even masses. Please DO NOT enroll with this Company and I am going to take this up with Costco as well as they should not be endorsing such an unscrupulous Company.
Insurer: Figo
By: Mark
The fact that you pay directly to the…
The fact that you pay directly to the vet emergency hospital was so helpful. The relation between you two was greatly appreciated.
Insurer: Trupanion
By: John H.
This was quick and easy
This was quick and easy. Guided right through each step and seeing and comparing right there on same page was great.
Insurer: MetLife
By: Rebecca Martin
It is very easy to file claims and the…
It is very easy to file claims and the response is very fast. Gidget is feeling better thankfully. It was very scary for her to be hospitalized and extremely scary for me also. She is my sweet baby.
Insurer: Healthy Paws
By: Corrine Glowacki
the customer service rep was very knowledgeable and helpful…
the customer service rep was very knowledgeable and helped me understand coverage and how the payroll deductions work.
Insurer: Nationwide
By: Sharyn Haney
Trupanion didn't come through when I needed them most.
The provider denied all my claims and appeals for my sick puppy. I purchased accident and illness insurance through Chewy Care Plus which partners with Trupanion, so I'm posting this review here since Trupanion is the provider who handled all the claims and appeals. All the customer service reps I spoke to were associated with Trupanion. My vet who helped me with my appeals had to speak to a specialist associated with Trupanion. After going through all the procedures and waiting several weeks for the final decision, I was denied any reimbursement by Trupanion. To say I was disappointed is like saying the iceberg that sank the Titanic was just a teeny tiny snowflake. Disappointment doesn't even begin to cover it. For clarification, I'll explain the circumstances. My puppy, Ginger, became very ill very early. I took her to an emergency vet while her policy was still in the waiting period. I knew the policy would not be active yet, so I didn't submit a claim. First, she was treated as an outpatient. When she went back later and had to be hospitalized AFTER the waiting period, they would not cover her hospital stay. They could see from her records that she had been there before, so they called it a preexisting condition. That loophole was stated in the policy, so I just swallowed the cost and sucked it up. The REAL issue I have with Trupanion is with the second hospitalization claim. She was hospitalized a second time, given different diagnostic tests, and received a different diagnosis. After reviewing all her medical records and speaking with Ginger's vet, they still denied the appeal, because, as they put it, "there was no disconnect." In other words, they wouldn't cover the treatment because they thought the two conditions were related. Ginger was also diagnosed with Coccidia and Giardia, parasitic infections which were unrelated to her respiratory infection. They wouldn't cover that treatment either, even when it was only a small amount that could have been applied toward her deductible. Her litter mate, Cinnamon, was also treated for Coccidia and Giardia and Trupanion applied that cost toward Cinnamon's deductible. It doesn't make sense that they didn't do the same thing with Ginger. I think the appeals team was negligent in their investigation. The assessment they made was inaccurate and unfair. It seemed to me that they were just looking for excuses to deny coverage without having any real proof. If I could afford it, I would sue them. I am still paying vet bills which have cost thousands. I got pet insurance so I wouldn't be in this situation. Given my bad experience, I can't recommend Trupanion or any other plan who partners with them.
Insurer: Trupanion
By: Deanna