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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They made it right eventually
I will say, they changed their mind & made the right choice but it was very upsetting in the beginning with they denied my dogs surgery & I had to call & resubmit, while my dog was healing. But they did make it right.
Insurer: MetLife
By: customer
Filing claims is so easy
Filing claims is so easy and the payout is quick.
Insurer: MetLife
By: Heather
Aileen was helpful and efficient.
Aileen was helpful and efficient.
Insurer: Fetch Canada
By: Victoria Staseff
My experience has been poor
My experience has been poor. Multiple claims have been delayed over 10+ days, and I’ve received inconsistent answers from different representatives. I had to follow up repeatedly to get basic updates. Direct pay only worked once despite prior issues. The process has not been clear or consistent. Premiums are unaffordable and I had one premium for one pet jump up 49% in one year. I have warned family and friends about the poor communication and unreliability of trupanion.
Insurer: Trupanion
By: Jaesa Wright
Not actually wanting to help clients - they make assumptions on diagnosis before diagnosis made
This company saw my dog had a post-spay uti a month before getting the policy. I brought her in two months or so after getting the policy because she was having issues with incontinence the incontinence had not developed until after that time which the vet confirms. But the insurance company, doing all they can to escape helping their customers, decided to assume the diagnosis and relate it to the uti (I would assume). They never really explained why. They just said it was prior existing condition. Which it was not. Making it a pain in the butt. It’s insane. Horrible scam of a company. Anyone should go through any other company. Please.
Handled Without the Hassle—A Truly Seamless Process
The claims process with Pets Best Insurance was incredibly easy to navigate. My veterinary office submitted the claim for me, everything was handled electronically, and I received reimbursement without added stress. I've also learned that future payments can be deposited directly into my bank account, which makes the process even more convenient. At one point, there was a billing issue, and it was handled directly between my veterinary office and Pets Best without needing to involve me at all. I really appreciated not having to act as a middle person—it made the whole experience feel seamless and well-coordinated. Most importantly, this coverage gives me a deep sense of support and peace of mind. Knowing that my cat's medical needs—whether emergencies or illnesses—are covered is truly invaluable. I'm so grateful for this service.
Insurer: Pets Best
By: Danielle
Very easy to file a claim
Very easy to file a claim. They respond quickly and always send reimbursement quickly.
Insurer: MetLife
By: Venessa
AI Invoicing is HORRIBLE
Years prior I referred a lot of fur baby moms to Trupanion... I stopped b/c the process with your newly chosen AI makes LOTS of mistakes with crediting correctly diagnosis and reimbursements. About every invoice I have to make time to APPEAL it to get proper credit to correct invoice and to get correctly reimbursed. It is enough stress having a sickly/terminal pet for AI to add more stress not correctly invoicing etc.
Insurer: Trupanion
By: Christs Graves
I think there is no reason that a…
I think there is no reason that a customer need to wait for 3 day to be approved.
Insurer: Nationwide
By: customer
Our English bulldog "Rugar" fell ill…
Our English bulldog "Rugar" fell ill one day. We needed to rush him to the ER vet. Rugar went in with a high fever, irregular heartbeat and other symptoms. For 6 days we heard off and on that Rugar was turning a corner. Turns out Rugar who was only 5 had sever pancreatitis !After day 6, he could no longer fight and we were with him when we let him medically go. Trupanion, paid their portion of the $29,900 dollar bill. Helped remove Rugar from the plan when he passed ,so we didn't have to. Trupanion was wonderful and without them we would never have had the chance of giving Rugar the chance to fight! Thank you Trupanion !
Insurer: Trupanion
By: Traci Stroub