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.
77,075 total
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Claims
Very easy to work with. Claims process was smooth and they paid out the claim in a 1-2 weeks.
Insurer: Spot
By: Beth Rouse
Quick & easy claim process
Quick & easy claim process, it’s the one thing I don’t have to worry about when my pets are sick or have an accident. It gives me a lot of peace of mind
Insurer: Spot
By: Jill w
Was informed my reimbursement check can…
Was informed my reimbursement check can be voided and sent to a new address, but that it could not be directly deposited into my account even after inputting my banking info in the system. Huge inconvenience.
Insurer: Spot
By: John Sikie
I was a Healthy Paws customer for over…
I was a Healthy Paws customer for over 9 years, since my dog was a puppy, and added my second dog about 2 years ago. In that entire time, I never missed a payment. My payment card was compromised and had to be replaced. In the process of updating accounts, I didn't catch that Healthy Paws' billing hadn't been updated with the new card. I missed the notice they say they sent, and the policy was cancelled for non-payment. When I reached out, I explained the situation, asked to pay the past-due amount immediately, and requested reinstatement given my long, clean history. I called, I emailed, and I sent a written follow-up. Every response was the same: they could not reinstate the policy and I would need to enroll in a brand new one. Nine years of loyalty and a perfect payment record apparently counts for nothing the moment a single payment is missed for a documented, one-time reason. I ended up shopping for and switching to a different insurer entirely (for MUCH better coverage and CHEAPER!). If you're weighing long-term loyalty as a reason to choose this company, know that it won't buy you any flexibility when something goes wrong.
Insurer: Healthy Paws
By: Brian M
Dear Pumkin Pet Insurance Team,
Dear Pumkin Pet Insurance Team, Thank you for your prompt assistance and excellent service. I truly appreciate your support and the care you’ve shown throughout the claims process. It gives me peace of mind knowing my pet is protected. Thank you again for your professionalism and kindness. Sincerely, Vitaliy Gaftanyuk
Insurer: Pumpkin
By: Vitaliy
Great experience
Ken was thorough, clear and helpful.
Insurer: Nationwide
By: Customer
I when in doubt they have the answer had gotten a request for information…
I had gotten a request for information that I couldn’t give as yet. I responded with the reason and they understood and gave me helpful feedback. They were quick and helpful without me having to do anything else. I am very satisfied with their response.
Insurer: Fetch
By: Teresa Wirth
Quick approval process
The claim was approved in three days. User portal is easy to navigate. Customer service was very clear about what I'd get covered. Had a seamless experience with the insurance process.
Insurer: MetLife
By: Elizabeth Griffin
6 plus year customer
I have been with Pets Best for the last 6 plus years! I have always found the customer service people extremely helpful and professional. Our claims are responded to quickly and with complete explanations. I have recommended you to many dog lovers I know. Keep up the good work!
Insurer: Pets Best
By: Donna Gutches
I have only been with Embrace Pet…
I have only been with Embrace Pet Insurance a short while so that might explain my lack of satisfaction with their service team…from long wait times to connect with a person to not being given the USAA discount or the “front of the line” phone number the first time I mentioned my veteran/military status…to tech issues that still have not been resolved to successfully allow me to login to my account. I have worked in IT and my read is that they scrimped on the tech support so every time they push an update…it “Breaks” something else in the system…which is typical but no one seems to test the system to see what has been broken before end users try to log on the next morning…the “cheap” way to go… I actually could list more that makes me wonder how they “earned” the customer service award they boast they have… but I will stop there and allow you to experience for yourself what this company has “done” for me these past few days…which is very little that instills confidence in them as a business…
Insurer: Embrace
By: Sharon Stentz