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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I felt very well cared for and listened…
I felt very well cared for and listened to by the young woman who took our application. She was knowledgeable, patient and had a light, loving way of referring to our tabby Neko. After putting this off for months, this was actually a surprisingly relaxed and pleasant experience.
Insurer: Nationwide
By: Claudia Dudley
For 9 years I never really needed…
For 9 years I never really needed Trupanion until I di this last year. It has been a life saver (literally). I don't have to make decisions about treatment based on the Vet bills. Additionally having Trupanion means I don't have to front the money for his treatment and then file a claim. Every interaction I have had with Trupanion has been very positive, they understand what we are going through and have been helpful and gracious.
Insurer: Trupanion
By: Christine Hudson
Ken - Customer Service
Ken, was so very helpful, kind and very knowledgeable of the products that I needed for our dogs. I was so happy to speak with Ken he made the process easy to sign up another dog. He also explained all the benefits that Nationwide has to offer. Once again, Ken is an asset to Nationwide. Thank you. Dolores
Insurer: Nationwide
By: Dolores
They listen to you when you talk to…
They listen to you when you talk to them about your claim or your pet. They explain things to you why something wasn’t covered. A very nice group of professional people to work with. If you need to discuss anything about a claim, refund or a payment they are happy to do so.
Insurer: MetLife
By: D.Lear
great experience
I had a great experience with the person I was speaking to . She was pleasant to speak to and was very helpful, also I would definitely recommend your company, you were right on top of my whole issue and was very much appreciated.
Insurer: MetLife
By: Richard and theresa Grace
If I could give MetLife Pet Insurance 0…
If I could give MetLife Pet Insurance 0 stars, I would. I submitted my claim on June 17 and, as of today, I’m still waiting for reimbursement. Instead of processing my claim, I’ve been given the runaround from the very beginning. The claims process has been incredibly frustrating. They repeatedly request documentation they already have, even after I’ve confirmed there is nothing else to submit. Every time they ask for duplicate information, my claim gets pushed to the back of the queue, causing unnecessary delays. I have four dogs insured through MetLife, so I’ve had multiple opportunities to experience their claims process, and it has consistently been difficult. The Claims Department doesn’t even speak directly with customers. There is no way to call them, discuss your claim, or get answers from the people actually making the decisions. Even when MetLife acknowledges that a delay or mistake is on their end, they still refuse to prioritize your claim or correct the situation in a meaningful way. Instead, you’re expected to wait while your claim goes right back into the normal queue. (Perfect example of quoting the policy) Customer service has been equally disappointing. Instead of listening or taking ownership when the issue is on their end, representatives simply quote policy language over and over. They refuse to escalate concerns, and every interaction feels robotic, with an attitude of, “It is what it is.” There is no accountability, no urgency, and no empathy. Pet insurance is something you rely on when your pets need care the most. Instead of reducing stress during a stressful time, MetLife has only added to it. Based on my experience, I cannot recommend this company. If I had known how difficult the claims process would be, I would have chosen a different pet insurance provider.
Insurer: MetLife
By: Randi
Seamless First Claim
We recently filed our first claim after my dog needed surgery. The process was extremely easy, and we received payment very quickly. What a relief to have such a straightforward process with pet insurance!
Insurer: MetLife
By: C Holton
Initial claim needed reassessment, but issue resolved
This is the second time that there have been coding errors that have necessitated a bit of follow up, and a delay in reimbursement. When calling to follow up, the representative was very helpful, and there was no chasing after the initial call, everything was resolved.
Insurer: MetLife
By: customer
I got answers to all my questions
I got answers to all my questions. Amanda was super nice to talk to. Thank you!
Insurer: Fetch Canada
By: Daryna