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.
76,980 total
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I mean no disrespect
I mean no disrespect. But it would be nice if the people who answered the phone spoke English!
Insurer: Spot
By: Daniel LaPanne
Easy to enroll your pet into this…
Easy to enroll your pet into this insurance, couldn't be happier
Insurer: MetLife
By: Itstammycruz
Customer service deserves a zero
Claims take forever; staff is not as knowledgeable as you would expect,; multiple requests for the same documentation; etc
Insurer: Pets Best
By: Glenn
Pet’s Best Claim Process
I was amazed at how quickly Pets Best processed the two claims for my pet's well care visit. I didn't need to keep following up with them. Super efficient process, and I am happy with Pets Best pet insurance.
Terrible website and user experience
he website and overall user experience are very poor. I recently signed up for coverage and understand there’s a waiting period while underwriting is completed. However, I haven’t been able to find clear information about the policy—specifically what is covered and what is not. The links for “pre-existing conditions” and “see full list of exclusions” are not working, so I’m unable to review those details. Additionally, the site makes it difficult to complete basic tasks. I can’t locate my veterinarian using my ZIP code because my vet is outside that area. The dropdown and search functionality are confusing and don’t accommodate this scenario. The list should also be alphabetized to make it easier to use. At this point, it seems I’ll need to contact you separately to provide my vet’s information—something that should be handled directly online.
Insurer: Nationwide
By: THN
Great experience with Sonnet Insurance
Great experience with Sonnet Insurance. The online process is quick, easy, and very convenient. Pricing is competitive, and customer service has been helpful and responsive. Highly recommend!
Insurer: Sonnet
By: Ysf
Wonderful Experience and Speedy Claims…
Wonderful Experience and Speedy Claims management
Insurer: Spot
By: Adalberto Cruz
My entire data wipe out — and no help from Embrace.
I have been an Embrace customer for years, but the updated website has completely broken my experience. For the past three months, none of my data has been displayed on the website or the app. I can’t access my pet information, claims, or personal info—literally the only thing visible is my policy number. All of my old pet history is gone, so I can’t even check on past claims or records. I’m paying for a high-premium policy, yet the website and app provide zero functionality. This is incredibly frustrating. I reached out to customer service and tech support multiple times and received no acknowledgment or updates about fixing my data. It’s unacceptable that it’s so easy and fast for Embrace to collect my premium payments, yet three months have gone by with no response and no resolution. I am extremely disappointed and angry with this level of service.
Insurer: Embrace
By: Mary