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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Healthy Paws Recommendation
Healthy Paws has been great throughout our cat's recent emergency situation and surgery. They process claims same day and the reimbursement is direct deposited in my account within 48 hours. The policy is clear and lacks ambiguity so we always know what we will get. Their site is very easy to use and they are extremely responsive.
Insurer: Healthy Paws
By: Abigail Goldstein
They will find a way not to pay
I took out a policy with Trupanion for my new puppy, Kimi, from the day I brought him home on 21 June 2026, believing I was protecting him from unexpected veterinary expenses. My very first claim for an ear infection was denied as a "pre-existing condition." Their reasoning was that the vet notes recorded Kimi had been scratching his ears for approximately two weeks before the appointment, and they used that estimate to conclude the condition existed before my policy started. This was despite me only taking ownership of Kimi on 21 June. As a new pet owner, this experience has completely undermined my confidence in pet insurance. You pay premiums expecting support when your pet needs care, only to find that common puppy issues can be excluded based on retrospective assumptions rather than clear evidence. The appeals process made no difference. After a "thorough reassessment," the original decision was simply upheld with the same explanation. My experience has left me questioning the value of paying for insurance if the first genuine claim is declined on such technical grounds. I would strongly encourage anyone considering Trupanion to read the policy wording very carefully, particularly the definition of "pre-existing conditions," and compare it with other providers before making a decision. Unfortunately, my first experience with Trupanion has been extremely disappointing. ***Reference to your message/response below.*** This is very much a message for the general public to read on how great your customer care is supposed to be, where in reality the email I received was “sorry to see you go”.
Insurer: Trupanion
By: John c
Communication and prompt service
Communication and prompt service
Insurer: Fetch
By: Stephane
Cancelling service is difficult
Cancelling service is difficult. I am unable to do it through the app and writing it in email was insufficient.
Insurer: ASPCA
By: Snyder
Jeremy was super helpful
Jeremy was super helpful when I called to add a pet to my policy. He answered all my questions and also helped me out with another pet's policy.
Insurer: Nationwide
By: Melissa Wilson
Callie
Unfortunately we purchase an unhealthy cat but Pets Best has helped us immensely with our cat’s best interest at heart
Insurer: Pets Best
By: Tom
Pets Best Insurance a true life saver
Highly recommend Pets Best! They cover 90% of my dog's extensive ICU, ER, and specialist bills for meningitis and Addison's Disease. The claims and reimbursement process has been completely flawless every single time. Don't look anywhere else—this is the best pet insurance out there.
Quick Turnaround, Highly Recommend PetsBest
We purchased a PetsBest policy for our cane corso, Zeus, two days after we brought him home as a puppy. We never really needed to use it until he was diagnosed with lymphoma at 4 years old. Claims were so easy to submit, only took me 30-60 seconds to put into the system. I also love that there's a comment box where we could explain Zeus's story for reasoning behind each claim. Each claim we submitted was reviewed within 3-5 days and reimbursement payment was received after another 3-5 days. They have such quick turnarounds. Each claim was reimbursed exactly how our policy stated it would be. We never had any issues with claims being denied or payment not being received. We will forever use PetsBest for any future pets we may have and I'm constantly recommending this to other people in my life.