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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Pets Best Closed My Claim without Explanation
My dog was sick and I got bloodwork done, which led to a major surgery having to be performed. Pets Best took over a month to process my claim. Then it was "closed". There was no notification or explanation...it's as if it never existed. I have tried to call multiple times for assistance and the phone is never answered, even after waiting a literal hour on hold. The excuse is, they have limited staffing due to the Pandemic. Everyone is in the Pandemic...not just Pets Best. Everyone else has either returned to work or worked from home. I can't get any assistance but whoever collects premium payments every month is definitely on the job. I am going to file both a federal consumer and BBB complaint just to get an explanation.
Insurer: Pets Best
By: Mal
So far, so good
We’ve never had pet insurance until we got our Danes last year. So far, I’m happy with our experience. My first claim took a while to be process, and it took me a long time to get through on the phone, but my second claim was process within a week and deposited within 2 days.
Insurer: Embrace
By: Kelly
Extraordinary customer service
Signing up for Healthy Paws Insurance was the best thing we could have done when adopting our puppy. They customer service has been outstanding. They process claims quickly and even followed up after my dogs recent surgery to see how she was doing. I Highly recommend Healthy Paws.
Insurer: Healthy Paws
By: Teresa
All of the times I have had to call you guys have been great to work with.
All of the times I have had to call you guys have been great to work with. Every single time.
Insurer: Trupanion
By: Kathryn
Excellent customer service
I am submitting claims at least 2 times if not more per month because my dog has cancer. Trupanion has been supportive, compassionate, and filing claims is very easy. They also process claims quickly. This certainly helps during this stressful and sad time.
Insurer: Trupanion
By: carla
Great Service!
We have had Trupanion since Stella was a puppy. Now at 5 years old we have had to use it for the first time. SUPER easy, responsive, no delays, paid directly to vet, great coverage and great experience all the way around! Thank you Trupanion!
Insurer: Trupanion
By: Sue
Customer service excellence
The gentleman that I had was fantastic. He answered all questions I had as well as I few i never thought to ask. Also he was polite and friendly. Excellent knowledge of insurance program and made you feel like you were speaking with a friend. Considering I've managed a team of 13 employees for 6 years I'd love to have someone represent themselves and company as well as this guy did.
Insurer: Trupanion Canada
By: Rebecca
Customer service was great but I've dealt with them before and there seems to be disconnect between the claims team and the CS reps.
Customer service was great but I've dealt with them before and there seems to be disconnect between the claims team and the CS reps. Typically we get very little new information and then have to wait again for the claim to be resubmitted, then wait for them to analyze it, and them get denied for some reason that is not entirely clear and the explanation on the claim is very terse but non informative. For example, we have twice (on two different invoices) been denied, citing "do not cover exam fees". The invoices state clearly in all caps that the treatment is "PHYSICAL THERAPY", for which we have coverage. This second go around, the CSR identified that it was miscategorized as "wellness care" instead of "physio"... on both invoices from separate dates.... twice. Hopefully they are able to analyze it properly this time as we're not paying for coverage for nothing and I've got about 50+ years of complaining left to do.
Insurer: Trupanion Canada
By:
Everyone has been nice to deal with.
Everyone has been nice to deal with.
Insurer: Trupanion Canada
By: Elise
Excellent Communication
great customer service
Insurer: Trupanion Canada
By: Lina