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.
77,088 total
Other Categories
If I could give them a negative star I…
If I could give them a negative star I would. Seems your pet being born/alive is enough for them to claim pre-existing condition. My (now) 6mth old puppy has a rare oral cancer which a couple of different vets put down to having a tough time teething and was left at a wait and watch approach (so no I did not know it was a tumor at that point). By the time it was diagnosed, Fetch has decided it must have occurred before or during the waiting period. Oh and watch out for their app. I accidently put in a start date wrong - and on confirmation thought the active date was the end of the waiting period. Gotcha - we aren't paying anything. My poor happy active beautiful puppy is now headed towards the green dream - they won't pay for that either - yep pre-existing. Cancer is an expensive treatment so they have no interest in that now that they have gotten out of paying anything. In my experience, there is no 'gap only' payment at vets either. There is no policy number to claim with. All of the vets I have been to have not been able to process a claim on the spot. So pay upfront, put in a claim and you will be chasing it weeks later. "Oh but we are following up on questions to the vet about the account". She swallowed a large stone, it was picked up during a CT scan for the tumor. No I didn't know about it. Yes, I get it, you aren't covering the scan - but it wasn't included anyway. There is NO communication - the only way of contacting them is via an app 'chat' that starts with AI. That's a thumbs down from me. Biggest mistake I've made signing up with these guys. *Edit - their response doesn’t explain their bad service and why the claim for the emergency procedure for removal of the rock hasn’t been paid for weeks (in the thousands) despite them telling me it would be covered. If you are thinking about them - just don’t.
Insurer: Fetch
By: Rosie B
Shame on this company to tell you up front that conditions are covered and then after you obtain coverage and pay the monthly fee they then deny coverage .
As for Embrace’s response to my very negative review they absolutely DID NOT make any attempt to offer a complimentary pre-assessment prior to obtaining my credit card information. I did provide their customer service the information re: my pets chipped tooth and I was told that the dental condition would be covered & Embrace did a 100% about face on this . Additionally, they inform me after 4 months that orthopedics would not be covered for the first year which is yet another hidden exemption on their part to charge the customer for something they say is covered and then make an arbitrary decision to deny this very important coverage . To reiterate embrace employs deceptive tactics to deny coverage and ultimately provide false information to the prospective customer prior to obtaining coverage .
Insurer: Embrace
By: Phil Traficanti
Trupanion is such an amazing company
Trupanion is such an amazing company. They have wonderful team members. Every one of them that I have spoken to has been so kind and caring. They are very quick to get your claim taken care of after submission. In my experience, the company has shown compassion in times that can be scary, uncertain and heart breaking.
Insurer: Trupanion
By: Jocie
The coverage is exceptional
The coverage is exceptional. Claim submittal is simple. Claims are processed almost instantly.
Insurer: Healthy Paws
By: Paul Kozakiewicz
New Customer
The rates seem fair and reasonable. The reps taking calls seem genuine, non corporate like. My main contact Aileen was amazing. Answering all questions and explaining scenarios. I had a lot of questions and not once did she seem irritated. Great experience.
Insurer: Fetch
By: Joseph P NJ
Emily with Fetch pet insurance was very…
Emily with Fetch pet insurance was very polite, professional, helpful and knowledgeable. She was patient with all the questions.
Insurer: Fetch
By: judith coghlan
I did a quote on line and asked to have…
I did a quote on line and asked to have a agent call me back at a certain time. Right on time the call came in they answered all my questions and walked me through the best options for my dog Great service
Insurer: Nationwide
By: Lori Balcom
Great customer service
Respond to questions quickly and professionally. Completed claims quickly
Insurer: Pumpkin
By: Carolyn
Awful
Awful! Don’t sign up young because as soon as your pet turns 6 they force you into lower benefits with no recourse! I had my puppy at 90% reimbursement and a $250 deductible and this year she turned 6 and they changed my policy without my consent into 70% reimbursement and a $1000 deductible! And I can’t get a new policy elsewhere due to pre existing condition…. Healthy paws used to be great but was recently bought out and it’s been awful ever since. Don’t get healthy paws whatever you do!! I own a dog store and will tell every customer to stay away!
Insurer: Healthy Paws
By: Ashley