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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We love Trupanion
After losing our first Norwich Terrier to UAS and the treatment we received from a well known company leaving us with vet bills that required mortgaging our home we have been so happy with Trupanion. The policy is clear. I know what to expect from them. There is never a problem and everyone treats me like a friend and really cares about me and my Norwich babies. One representative talked me through a meltdown when I found out my 10 year old twin soul had cancer. I will never forget her. I cannot say enough good things about Trupanion. I highly recommend them. Thank you Trupanion.
Insurer: Trupanion
By: Dorothy
Little Furry Guys
My poor little boy, passed from leukemia. Pets Best, has been sympathetic, and more than fair with my claim. I would recommend this company to anyone who has a little furry one.
Insurer: Pets Best
By: Paula
There for us
Sparrow, our dog was thrown from the car during a rollover accident where everyone suffered injuries. Sparrow had a crushed hind leg and the options were surgery or amputation. Fortunately we had Pets Best who stood behind their policy and helped with both the initial surgery as well as follow up treatments. Now, 5 months later Sparrow is almost his old self - supporting our son as an emotional support dog and as a playful pup when he is "off duty". Throughout the recovery Pets Best provided prompt service with emails updating us on the status of the claims. I recommend Pets Best to everyone who has a pet that is an important family member - thank you for being there for us.
Insurer: Pets Best
By: Angela
Awesome service and value!
this is my first year as a policy holder and I have been beyond pleased. Every time I have spoken with a customer service rep, they have been nice and helpful. The claims process is really easy. I pushed back on one declination and while I didn't change your mind, you were quick to respond and explained your position. I love the direct deposit! I've been so happy with your product and service, I've been bragging to everyone and some of my friends who were non-buyers have now purchased insurance through you! Keep up the great work!
Insurer: Nationwide
By: Kelly
Worst Pet Insurance
This company is the WORST!!! They will do anything to get out of paying claims. When presented with medical records they will dismiss anything that is not in their favor to get out of paying. When you call customer service the only information they can provide you is the notes that are sent back to you with your explanation of benefits. I had to file an appeal twice to have them actually look over the medical records and now they are have sent the vet a question where there’s not really a good way to answer so that they can find some way to get out of paying. Summary of events: Claim submitted 10/21/19 Claim denied 11/1/19 REASON: D11 Policy per-incident limit or lifetime limit has been reached No further explanation or documentation provided to me. I called and they said that the vet thought that the 2 incidents were related. (His previous bout of pneumonia and the most recent one) the hospital did not follow up with my vet which had taken x-rays showing that he no longer has pneumonia between the 2 incidents. So I filed an appeal. Appeal filed 11/4/19 Appeal denied 11/19/19 REASON: D11 Policy per-incident limit or lifetime limit has been reached No further explanation or documentation provided to me. I called and they said that the vet thought that the 2 incidents were related. (His previous bout of pneumonia and the most recent one) the hospital did not follow up with my vet which had taken x-rays showing that he no longer has pneumonia. NO THAT IS NOT A TYPO THE SAME EXACT EXPLANATION OF BENEFITS WAS SENT TO ME WITH A DIFFERENT DATE. I sent them my dogs medical records yet again for a second appeal because when I called customer care yet again they gave me the same reason. I wanted to know why the medical records were not reviewed or why there was no further explanation provided. They said you can file another claim. 2nd Appeal filed 11/14/19 More information requested from the vet: According to Winston’s medical history, he has been treated On three separate occasions for bronchopneumonia. Bring the medical records from your hospital, it indicated that Winston presented on 9/19/19 and 10/20/19 for vomiting, which developed into secondary aspiration pneumonia. The medical records from Hutto veterinary clinic stated that the recheck radiographs performed on 10/3/19 revealed no radiographic evidence of bronchopneumonia. While we understand that the recheck radiographs on 10/3/19 revealed normal radiographs, in your professional opinion’s, has an underlying ideology and or cost for the vomiting a 9/19 and 10/20 been determined? Currently waiting to see what the insurance comes back with this time. This is 2 separate bouts of Pneumonia and I have medical records and x-rays to prove it. However the insurance company is still trying to find a way to get out of paying it. My dog was diagnosed with brachycephalic syndrome Which if you are not aware refers to the combination of elongated soft palate, stenotic nares, and everted laryngeal saccules. While he did have surgery on his everted laryngeal saccules and stenotic nares he also had a repair of his secondary cleft palate which is not a part of the brachycephalic syndrome. However my explanations of benefits states: my hereditary plus was added 2 days too late. I get it. My loss however part of the surgery unrelated to the “diagnosis” made 2 days prior was addressed with surgery and the whole denial was based on the diagnosis of brachycephalic syndrome. I have spent numerous hours filing appeals and speaking with employees trying to resolved this. This company is the absolute worst. If you love your pet stay FAR FAR away!!! I am baffled that the AKC allows their name to be used with this company.
Insurer: AKC
By: Heather
I had an absolutely awful experience.
I had an absolutely awful experience with this company. Just like most bad reviews of insurance companies, yes, this did center around a claim that was not paid out. I will not go over the exact details. But to summarize, my veterinarian took the time to write a full page letter stating that there was no way to test or diagnose my dog's ailment until he was 1 year or older. Therefore, there was no way to consider this a pre existing condition. There is a lot larger story to this. And while my goal at the time was just just meet my deductible for the year in case anything else happened, it came clear to me that any potential future submitted claims with this company would be a fight to get compensation. I decided to immediately cancel my plan, and look elsewhere for coverage. When I called to cancel my plan (there is no way to cancel plan through website), I was put on hold and transferred to a "specialist." I told her that I wanted to cancel my plan and had one question (it was in regards to timing of when plan coverage would end when I cancelled), Instead of cancelling plan, the lady pulled up my file and started arguing with my claim and what my veterinarian stated. She even had the audacity to say her vet told her something completely opposite. She went on to say that we wouldn't be covered on anything like this with another insurer (which is silly to say because of course we will not be. Since the ailment already happened, it is "pre-existing" and I know that those conditions are not covered, for obvious reasons). I let the lady go on, doing my best to not let my frustration get to me. When she said that she wanted to make sure "she" (referring to my dog) got the best coverage (my Dog's name is Roscoe), I corrected her, confirmed my coverage was cancelled and hung up the phone. If this is the way this company does business, NOBODY should give them theirs. I am more than happy to provide any more details on my terrible experience with Trupanion, whether that be sharing the email correspondence we've had, my vet's letter, etc. I just want people to know that they should look elsewhere to protect their furry loved ones.
Insurer: Trupanion
By: Evan
Piece of mind
Easy to make claims , quick response and wonderful customer service!
Insurer: Nationwide
By: Linda
Coverage for Samantha
I am very pleased with your coverage plan and the professionalism and friendliness of your agents. I look forward to
Insurer: Nationwide
By: David
Excellent Customer Service
The Figo customer support team is the reason I chose to renew at my one-year mark. The first year went smoothly. Claims are processed online quickly (they have a very nice app as well) & turnaround time is super quick usually only about a couple days! The first claim might take longer because they have to contact your vet for your pet's medical history. At the one-year renewal time, this particular support rep Kelly was so responsive to my every need & answered so many questions for me via email. I was looking at other companies as potential options to switch since the premium increase was so drastic for my state, and Kelly's excellent customer service was the reason why I chose to renew with Figo insurance. Please do everything in your power to keep this person on your team (& give her a raise if possible)! Thank you so much for everything! (also) ~Kelly
Insurer: Figo
By: Kelly