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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Should be named Pets Worst
Terrible Terrible Terrible Customer Service. It's impossible to get in contact with them. This Pet Insurance like many will take your money and not help you! I had Pets Best for close to a year, submitted one claim, and was denied, and never communicated when it was or why. I had to call back myself many times to get an answer. Their entire business model is set up around it being difficult for you to get ahold of them and submit claims. Their user experience is so bad on purpose they want you to give up and forget about claims. My dog had some neuro issues with his back legs. The vet wanted to do an MRI to rule out a genetic disease, which they tested for but were waiting for the results back. He was in pain so they wanted to do the MRI as soon as possible. Pets Best took weeks to even get a pre-authorization form in for the MRI. I couldn't wait any longer and got the MRI myself which was expensive. The results came back and all he had was a virus you can get from local lakes, and all he needed was some antibiotics. I called Pet's best back to get let them know I didn't need the Pre Authorization anymore. They had already closed it deeming it Pre Existing and they wouldn't cover. Once I mentioned to them it wasn't that it was a virus they said I would need to resend all the claims again but it won't be covered anyways because that can also be considered pre-existing with a boxer breed. WHAT?! If the Pre-Authorization for the MRI had been covered I could have had this paid for and handled right away. As it was deemed not a genetic disease rather a common virus in puddle/lake water. Instead, Pets Best did not help me in a time of crisis, as an insurance company should! Please do not give them your time or money. They need to re-brand to Pets Worst! Here are my experiences and reasons to not go with this insurance: - They give you quite the runaround to submit claims. They never tell you if you are missing anything or need something else. You need to call back yourself to find out the status. - The wait time on the phone is crazzzzy! Each time I called I was on hold for 1hr plus. One time equalling 2.5 hr phone call. What!! My dog was in a bit of an emergency or I would never wait that long. - They will claim almost anything a "Pre-existing condition" - They will not pre-authorize in a time of crisis if you need it. The runaround for this is insane and expect to send in tons and tons of documents with no response or updates. - Once you get ahold of a real person they are not able to answer your questions. There is a disconnect between them and the people actually approving claims. They seem to be just a phone answering service. Hope this helps the next person considering them. Definitely do not! Find a good insurance that actually cares for your pet's needs, they are hard to find, but this one does not no matter how much their marketing team claims they do! PETS WORST
Insurer: Pets Best
By: Jovanni
We have been very pleased with Healthy Paws!
We have been very pleased with Healthy Paws. They process claims quickly and send direct deposits within days of claims processing. I highly recommend!
Insurer: Healthy Paws
By: Caroline
Thank you Healthy Paws!
My poor sweet Penny swallowed foxtails and other greenery a week ago on a hike. She was miserable, vomiting, coughing, choking. Took her to energency vet where an endoscopy was performed and discovered dictators embedded in her tonsil as week as probably over a cup full of stuff in her esophagus and stomach and had to stay overnight. Thankfully today she is just about back to normal and in today's mail I already received a check for 70% minus the reductible. That was fast! Thank you Healthy Paws!
Insurer: Healthy Paws
By: Gail
So Thankful!
My pup had an unexpected hospital stay and I couldn't have been more thankful to have insurance to help cover it. The Healthy Paws team is so kind and very easily reached for information regarding your claims and coverage. I highly recommend!
Insurer: Healthy Paws
By: laura
Trupanion is the best!
I am so impressed with Trupanion! They answered my claim immediately and were happy to pay me the amount requested. They are a first-rate pet insurance company.
Insurer: Trupanion
By: Susan
Thank you for making it easy!
I adopted 2 - 6 months kittens and was recommended to purchase insurance. Since a few years ago I had a dog with no insurance the last couple of years with him were extremely expensive and I did not want to go through that again. My smaller cat has gotten sick twice and needed to go to the emergency hospital and had to stay for 5 nights to try to control his fever. I was grateful to know that I didn't have to worry about how will I pay this vet bill. Healthy Paws has made it so simple to file a claim, the claims can be approved within 3 to 3 weeks and the explanation is thorough and simple to understand. I'm happy and relieved to have both of cats covered with Healthy Paws
Insurer: Healthy Paws
By: Ana
Everyone is very helpful and very courteous
Everyone is very helpful and very courteous
Insurer: Trupanion
By:
My dog with newly diagnosed lymphoma
Everything was taken care of very quickly. Customer service was very helpful and friendly .
Insurer: Trupanion
By:
Easy to navigate and great communications to keep you updated
Easy to navigate and great communications to keep you updated
Insurer: Trupanion Canada
By:
It was the most horrible service I’ve experienced!
I purchased insurance for my dog back in may 2020. I was informed on my policy that my dog would be covered for any type of medical problems such as vaccination,medication,illness,injury and infections. My dog suffered an ear infection in June and I had contacted the customer service to report the infection with receipt. It cost me about $500 in total for the full process and when I contacted customer service they made some inexcusable comment about them not covering it even though I was informed on the policy that they cover the insurance and so I was obviously upset about the matter and after spending 2 hour on the phone with customer service we came to no conclusion. After paying them $67.80 every month for no reason I decided to cancel my policy during that call. So I cancelled my policy in the month of June 2020 and like a lot of people I’m one of those who doesn’t check their statements and I checked this past month which was April of 2021 and I have been getting charged the whole time since last June when I requested to cancel the policy. So I contact the customer service again in regard to this process and not only they refused to reimburse me the funds they denied that I even contacted them about the cancellation. They said the only thing they can do is cancel my policy and that’s about it. So after all this I agreed to the cancellation and I thought the least they could do is reimburse me which didn’t happen and after them saying they will cancel and send me a confirmation about the cancellation I didn’t receive any confirmation about the cancellation . So I contacted them back the following day about the confirmation and the representative said that they have no documents or information about the cancellation of my request. I strongly don’t recommend this pet insurance for anybody because they are the biggest scam insurance company I have ever dealt with and wouldn’t want anyone else getting scammed.
Insurer: Pets Plus Us
By: Hamid