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.
76,968 total
Other Categories
Will never use embrace again
I’ve been an embrace customer since I believe 2019 and it was great in the beginning. It covered a lot of my dogs medical bills. But recently, my plan shot up $300 which I can kind of understand due to my dogs age and vet costs going up. But $300? Not only that, but when I called to change my plan, they told me it wouldn’t be a good idea because embrace made some huge mistake by overcharging and undercharging accounts and my account was apparently undercharged? So I technically was told I should have been paying more and of I chose to change my policy that I would have to pay more even though it was EMBRACES fault for making the mistake. I called again to cancel my policy and the representative told me that she could extend my payment period to see if the issue would be resolved in time so I could still edit my coverage without paying even more. I don’t make much money. I can’t afford $530 a month for one dog. And if I lowered it to like 800$ deductible with 70% reimbursement , I’d still have to pay in the $300s. Yeah no. I cancelled and even though the rep tried to make me worry about the “no other plan will cover preexisting conditions “ I still cancelled. If this is how you treat your clients you’ve had that have been loyal for years, no thanks. I will not be recommending embrace to anyone and I will not be using it for any future pets either.
Insurer: Embrace
By: Darian Patsko
Easy sign-up process and explanation
Easy sign-up process and explanation
Insurer: MetLife
By: John Merendino
Pets Best certainly not the best!
Do not act on what their Customer Service reps tell you! My first issue involved the filing of an older claim from 2023. Spoke with CS twice, 2 different reps, and was told by both that the claim could still be submitted as long as policy was current and also in effect at time of claim. Based on their assurance, I went to trouble of submitting claim only to have it denied because claims must be filed within 180 days of occurrence. Customer service doesn’t know this? Second incident was even more frustrating and costly. Any changes made to my policy must be made before the annual renewal date which for me is July 21. When I received my renewal policy info I called CS to ask how much I would save if I switched from $250 to $500 ded. And was told approx $43 per qtr (172 annually).Relying on that info, I gave it some thought and made the switch on July 20 on their app. To my surprise, my policy INCREASED $44 per qtr (176 annually) immediately called CS the next morning thinking it was a computing error and was told because I live in NJ my policy before the increased ded. had a cap on the cost they could charge. BUT increasing the deductible also resulted in a HIGHER premium because the cap no longer applied! C S was not aware of this?? I made my decision to increase def. based on inaccurate info provided by Pets Best. I spoke with a supervisor, hoping the change could simply be reversed. Unfortunately, they flatly refused and I chose to cancel my policy. I refuse to support a business that doesn’t own up to their shortcomings and doesn’t take responsibility for the errors of their Customer Service reps!
Insurer: Pets Best
By: KC
Staying with Fetch
Good afternoon, I am writing this review in regards to my coverage and my monthly rate being raised. Before being transferred to Mr. Gerrone I was 99% sure I was going to cancel my policy and take my business to Progressive pet insurance, no matter what was said or done. Gerrone allowed me to speak freely and listened to my concerns. Gerrone was calm and had a mild manner about him. Gerrone looked into my policy and made suggestions to maintain coverage, but lower my monthly cost as I am retired and on a fixed income. I want Gerrone to be acknowledged for his exceptional work and that he alone, single handily kept my business with Fetch. Respectfully, Mr. Phil Ordonez
Insurer: Fetch
By: Phil Ordonez
Great Representative
The representative, Demetra was the warmest representative. Kind and customer service oriented to the max
Insurer: Fetch
By: Joseph Convertino
Nadine was extremely friendly and…
Nadine was extremely friendly and helpful! Very refreshing to call customer service and immediately be connected to a knowledgeable, personable rep instead of being put through an automated menu or an AI bot. My questions were thoroughly answered and I was able to get set up with the right plan for my cat in minutes!
Insurer: Fetch
By: Morgan Adams
Figo very strict and what they cover…
Figo very strict and what they cover and make it very difficult to file a claim for reimbursement. Made a big mistake switching from nationwide to Figo to save a few dollars. Be careful who you choose. I am searching for another pet insurance company as we speak.
Insurer: Figo
By: Unknown
Embrace is a great pet insurance…
Embrace is a great pet insurance company. Never a problem. But recently there are issues submitting a claim. They are having major technical issues and it is affecting their receiving and processing times. It has been very frustrating.
Insurer: Embrace
By: Kathy Cooper
The customer service representative
The customer service representative
Insurer: MetLife
By: customer
Company has been a nightmare to deal…
Company has been a nightmare to deal with. Been billed for 7 months straight after over 7 cancelation attempts. Email dating back to prove it. They are refusing to refund me because of their fraudulent and unethical billing practices.
Insurer: Fetch
By: T