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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Less than useful as a service
Less than useful as a service. Dismal customer service, run only by robots.
Insurer: Fetch
By: Brooke Beaman
Zeny
Zeny, a healthy Jindo dog, suddenly began suffering from seizures when she turned four, requiring four emergency visits over the course of seven months. These situations were quite distressing, and each visit cost over $800; Spot Pet Insurance covered a portion of the expenses. Most recently, she had to go to the emergency clinic again due to a leg injury; the bill came to $641.73, and I received a check for $440.59 from Spot Insurance. I’m glad I signed up with Spot Insurance; they are highly trustworthy, kind, and responsible.
Insurer: Spot
By: Margaret Kang
Coverage is robust & claims experience…
Coverage is robust & claims experience is outstanding!
Insurer: MetLife
By: LT
Excellent
KEVIN was : Spectacular Thorough Patient, Kind and understanding
Insurer: Nationwide
By: customer
Poor service, follow up and communication.
Poor service, no communication, lack of updates and responses to customer inquiries. Lies about turnaround time on claims: long waits on reimbursement after submitting invoices and vet records multiple times. Cannot recommend!!!!
Insurer: Embrace
By: Christy Patch
Not Great Experience
At this time, I am waiting on a claim, and so far it is not going well. I am having trouble getting hold of anyone in the claim department, no one responds to my emails or updates anything on their site. I’ve had my vets send vet records multiple times, Embrace still says waiting on medical history. When I finally get hold of a human being- they say it could be a MONTH for them to process the claim after going through the pet’s history!!! All this , after I was told they had a fast turn around and usually reimbursement happened within 48hours. So, either their representative lied to me or they think they can get away with poor communication and service because pet insurance is needed. Never again. I can and will be looking for other coverage.
Insurer: Embrace
By: WS Patch
Easy to submit and quick to respond
The process to submit my recent claims was super easy and Pets Best responded very quickly with the appropriate payments through direct deposit. It was a painless experience!
First time customer
Despite waiting online for 15 min on hold to get to an agent, Nadine was very helpful to answer all my questions and provide live examples for each scenario. Very happy with my pet insurance selections. If signing up new, few notes: wellness package does not add any value. I hope Fetch replaces it with more beneficial option in the future. Make sure to ask for other deductibles and payout limits. Fetch does not payout to credit card. I hope one day they do that.
Insurer: Fetch Canada
By: Caroline Dayyani
They incorrectly file all of my claims…
They incorrectly file all of my claims the first time. Is it now expected of me to have to refile my claims every time so that they are actually done properly? They filed my dog as a CAT. And under things that he wasn't even treated for. I didnt even receive mpney back the first time for an xray! Thankfully it was resolved after they were re-submitted for evaluation but that shouldn't be nessasary. I felt they were trying to save themselves money by banking on me not calling and questioning.
Insurer: MetLife
By: customer
Prompt Service and Support
My dog Tootsie was recently diagnosed with Congestive Heart Failure and AFIB. While the news is devastating, Pets Best has provided prompt service re processing my claims. We're still in the early days of multiple follow-up visit, monitoring and adjusting medications - lots of bills! However, Pets Best has been very helpful and prompt in processing my multiple claims, Having this coverage has enabled me to provide Tootsie with the necessary medical services and medications that she needs and deserves.