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.
77,026 total
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so helpful
when the unexpected happens- filing claims to answer questions- it is so easy, helpful and reassuring to know that i can provide my girl the health care she needs
Insurer: Nationwide
By: john
Hassle Free customer service
Always great service. Quickly responds to claims.
Insurer: Nationwide
By: Jessica
Nationwide is Great!
I was advised when I got Cherish that pet insurance was important. After looking at several companies, we chose VIP which is now Nationwide. We are very happy with the coverage, your customer service representatives are always helpful and patient. Very helpful.
Insurer: Nationwide
By: Diane
Easy & Efficient Pet Insurance
We've had this insurance now for 5 years and we've been very pleased with the ease of submitting claims and the fast, efficient processing and payment following our claims. Very happy with our coverage under Major Medical and very happy with customer service, too.
Insurer: Nationwide
By: Danis
Could be better
I began submitting claims through the VitusVet app. One of my first claims did not properly attach the receipt. The agent on the account emailed me directly and I hd the paper work to her within minutes and my claim was filed. Since then all my other claims get rejected because there is additional information needed. Instead of the claims agent reaching out like the first time. They decline my life and force me to appeal or start all over again. At first my claim processing time was a week, now it seems to be over 2 months. I am beyond disgusted with the customer service being provided.
Insurer: Nationwide
By: Erica
So glad I opted to have pet insurance - it has paid for itself
This was the first year my employer offered pet insurance. I figured why not, I had been looking into it but never ended up purchasing it until my employer offered the benefit through payroll deduct. This was the best decision ever to make, to be honest I didn't think we would ever use it but just nice to know we had it in the event we ever needed to use it. I have a 2 year old - bulldog that started displaying aggression out of nowhere. I had brought him to two different vets. The first vet stated he should be euthanized and didn't offer any solutions, outside of traveling to MSU to meet with dog behavior specialist. I didn't agree with that and ended up calling another vet to get a second opinion. I am so glad I did as the second vet was able to perform bloodwork, etc on him and then gave me the card/name of a dog behavior specialist who specializes in aggressive dogs. After visiting the second vet, I had called the training specialist almost right away. Long story short, we ended up doing a "board and train" for two weeks where he stayed on-site at the trainers kennel. When I first dropped my dog off to the trainer, my dog tried to attack him through the car window which right away made me nervous to even leave him there. Within about 5 minutes the trainer was holding my dog's leash and even pet him while I gathered my dog's items from my vehicle. By the time I had picked him back up, everyone loved him and his personality at the kennel. He was playing more calmly with other dogs and he had rotated through meeting/interacting with 20 different people. Which was fantastic, when we got him back home he was the same dog but had a much calmer demeanor. It also helped that the second vet prescribed puppy prozac and melatonin that we had started prior to the training. Anyways, so fast forward about two months after the first vet visit I had started wondering if all the medication and the training would be covered through the pet insurance we had. So I had called to ask and the Nationwide representative just told me what paperwork to submit and to go ahead and submit a claim. I was also told II would find out if I was covered or not after I submitted the claim and it was reviewed. So it would've been nice to have a more solidified answer ahead of time for what was truly covered as opposed to just submitting the paperwork and hoping for the best. But overall, it did work out and I think it was a matter of days (I think only two or three days) it took for Nationwide to review the claim and deem what was covered. Then another two days for the money to be submitted to my bank account. I have to say I was thoroughly impressed with the claim process and the ease of it once I gathered all my paperwork. I can't say enough good about this insurance and the second vet. I have been praising about both to everyone I know. I would've just been happy with the training being covered because that was a pretty big expense but after all was said and done, I had everything but about $85 covered (which I understood it wasn't covered with my plan) and they also took out the $250 deductible so I didn't have to worry about paying that. Overall, just with this one instance I feel this insurance plan has paid for itself. I was sure if they covered aggressive dog issues or not, but through reading I had found one line in my plan about it and our new vet (who gave us the second opinion) was willing to help us. I consider my pets our family and we can't just give up on them just because they have some behavioral problems. I am still disgusted with the first vet and just wonder how many other animals may have lost their lives for the same thing. It makes me sad to think about. However, instead of being angry about it I walked our dog down to the vet and gave them the business card of our dog trainer. I am also sharing news that Nationwide insurance has awesome pet insurance and that they covered all our expenses with no questions asked and no there weren't any problems with the claim process. I will be sure to let our current vet know as well, so maybe they can offer or spread the word about the Nationwide pet insurance. I was just trialing it out this year with the supplemental insurance but I am going to be upgrading to the full insurance policy that includes wellness visits next year. I can't say enough good about this insurance, but I am so glad to have opted into it. Highly recommend it. People are insured, so why shouldn't our beloved pets be? :)
Insurer: Nationwide
By: Jill
Absolutely the Best thing You can do for you and your fur-ever friend.
You cannot beat the kindness of everyone at Healthy Paws. I will always insure my animals with them because they are absolutely hassle free.
Insurer: Healthy Paws
By: Jann
Prompt service
Nationwide is so easy to work with. They have been excellent with claims that I have submitted. I’m so glad that I have them.
Insurer: Nationwide
By: Ninfa
Terrible insurance
customer services is terrible. It took 4 months for medical records to go through. They decided that my dog benefits wouldn't be covered because I just found out he has lyme and never had it any previous appointments, I was told its a pre existing disease.
Insurer: Nationwide
By: Felicia
Online claim form a bit awkward
The online claim submission form was acting up when I tried to submit, only at the last step when it asks you to agree to the terms and conditions. It took a few attempts before finally working. If I recall correctly, trying to call in my claim was equally unsuccessful. Once the online form took the claim, it was a week or two before receiving reimbursement, and the process was simple from there.
Insurer: Nationwide
By: Andy