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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Metlife Scam
First, customer service is horrendous. No one is actually able to help with anything even on a supervisory level. Answer is always we will get back to you and no one ever does prompting multiple calls with long wait times for the same issue. Second and most importantly, claims are attributed to preexisting problems when not appropriate. Example my dog has hx of vaginitis (preexisting) and was recently treated for a urinary tract infection requiring antibiotics and several bladder sonograms, Claim denied due to previous dx of vaginitis !!!??? I happen to be a medical professional and am well aware they have nothing to do with each other. Just a way for Metlife to deny payment. I was told I could appeal. This is my first claim and therefore I canceled completely. I do not have the time or energy to fight with anyone especially given your poor customer service. I will continue to post negative comments everywhere I can about your product. Disgraceful sham
Insurer: MetLife
By: Linda Bulger
I have with Trupanion since 2014 when…
I have with Trupanion since 2014 when my pet had 3 months. The claim process is easy and payment is the excellent, I am grateful also with customer services always available to resolve any doubt about coverage. They are care about my pet health.
Insurer: Trupanion
By: Gladys
My poor dog had get emergency vet visit…
My poor dog had get emergency vet visit we thought the insurance but every step im the way they were being difficult we submitted all documents from vet and keep deny because "its new vet" like what we submitted the old vet documents but you need documents from his new vet plus a year form them but that his new vet his record will show that day he visits so their agents would deny those documents even though myself and the vets submitted them. Going file a complaint to Department of Insurance about this process. Horrible customer service
Insurer: Pets Best
By: Luis
Ease of use
Ease of use, took care of everything upfront
Insurer: Trupanion
By: Anup Pillai
When working with customer service
When working with customer service, specifically Justin Worthington he was patient, kind, and answered all my questions in full detail. He explained all the coverages in depth, and really focused on what was best no only for the bread I was taking home but for my pocket as well. A true balance. He went over the claim process, annual coverage in depth, and how best to get routine coverage which was very important.
Insurer: Fetch
By: nicolep.com
Tests and Procedures with Less Stress
When my girl was found to have elevated liver enzymes during lab work that was not expected- I was stressed about what would need to be done. My veterinarians have been able to continue testing and recently perform a biopsy to move forward to determine next steps and treatment options. PetsBest has processed my claims quickly and accurately resulting in less stress to me for the financial impact. Having the insurance with a trusted company is a benefit I cannot imagine not having. "
Rate increased from $140 to $534 MONTHLY
They raise rate for my senior dog from $140/month to $534/month after denying her coverage for osteoarthritis, citing prexisting condition, and never processing my appeal. Literally never got a formal response to my appeal, which I am pretty sure is illegal. I have my two cats on this insurance and I am kicking myself for going with them because now anything thats happened will be "preexisting" with a new company so we are totally stuck. Absolutely do not go with them.
Insurer: MetLife
By: Gabrielle
Final result was appreciated, but overall lack of communication hurt
I appreciated the outcome of a recent claim, but I was disappointed by the lack of clear communication regarding the necessary documents for the vet to process it. When I initially submitted the claim, it was closed due to missing documents. I was never informed about the specific documents required by the vet to complete the claim. After resubmitting the claim with the provided documents, I had to repeatedly call the customer service to inquire about the remaining requirements. It took over a month and a half to finalize the claim, which could have been avoided if the adjuster had communicated the necessary documents clearly from the beginning.
Insurer: Pets Best
By: Mike Mihalek
Efficient Claim Processing
Fast, reliable, claim processing service and good customer service with fast and secure payment.
Insurer: MetLife
By: Happy Customer
Best Pet Insurance EVER!
I wish I could remember the two individuals I spoke with the night of my pet's emergency, because they were truly amazing. I had never had to use our pet insurance yet, but I am so thankful we had it when we needed it. The process was easier than I ever expected and it is safe to say I will be keeping it the remainder of my pet's life!
Insurer: Trupanion
By: Callie