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.
76,980 total
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Superior customer service
Superior customer service: easy claim submission, fast and efficient response to the claim and excellent communications.
Insurer: Healthy Paws
By: Drew Otocka
Great coverage and fast response time
Great coverage and fast response time. Highly recommend
Insurer: Trupanion
By: Christine Bourgeois
Five Star Customer Service
I submitted a first time claim on my cat, Tiberius …he’s never had a health problem in 13 years. I was concerned that my claim was going to be delayed because of an auto generated email asking for all my cats history. He doesnt have any past incidents or vet visits documented. But Gelo, the customer service representative, I spoke with resolved my concern immediately. He was assuring, considerate and a great representative for ASPCA Pet Insurance. I am very happy with the way the process is going and ASPCA Pet Insurance. Thank you.
Insurer: ASPCA
By: Randy Krohn
Being a mommy of 2 pups
Being a mommy of 2 pups, I have some issues to address to the insurance periodically and always receive needed support and help. The customer support is patient and knowledgeable with all requests and replies in timely manner. Receiving a help from 3 representatives so far, I'd say that this one of the best customer support experience in the last 5 years. Unfortunately, I was unable to increase annual insurance coverage for one of the doggies without complete resetting it, but this is most probably a common policy for all insurances.
Insurer: Embrace
By: Californian
PURCHASED Policies on my 2 Cavalier…
PURCHASED Policies on my 2 Cavalier King Charles Which are known to prone to Heart Murmurs. So we looked for pet insurance that covered this, Nationwide agent stated it would be covered. So we signed them up and kept policy up over $100.00 a month per dog. Several years later Max was diagnosed with a Heart Murmur and was told there's a surgical option to repair it, Our pets are like kids to us, I called Nationwide to get authorization, and was told its not covered, very cold didn't care at all. Then they said $250.00 max benefit. When the surgery costs about $40,000.00 BIG SCAM A big insurance that denies claims made. AVOID AT ALL COSTS Went to SPOT Through Costco they do cover this and the policy costs less.
Insurer: Nationwide
By: MIKE WUSS
Customer Support
The lady I talked to on the phone was incredibly charismatic and helpful with all of my questions. I couldn’t recommend them more!
Insurer: Embrace
By: Nicole Wallace
Your mistake adds work to ME the…
Your mistake adds work to ME the customer!!! Metlife overpaid on the reimbursement. I called in to report this and now......do to YOUR mistake I am having to play admin on your mistake. I called in and reported the mistake and was needing to see how I am go about returning the over reimbursement. Rather than it being that simple I was told to look out for an email in the next 5-10 business days (NEVER GOT ONE). I called back to inquire about the email then I was told I would be getting a letter in the mail with how to go about returning the reimbursement.....STILL NOTHING!! WHICH ONE IS IT REALLY!!!! This is going on two weeks of every day looking for an email and/or mail and nothing. MORE work added to my day do to YOUR MISTAKE. I am beyond disappointed with Metlife. If it were not for my dogs health issue where i don't want to interrupt my coverage i would gladly move in another direction. Each day waiting for something (email, mail....checking everyday) and knowing that when I finally get the instruction on how to send back the additional reimbursement it would be that much more i would have to do on top of all i have going on at the moment. I have not proof read this message for grammer mistakes.... quite frankly i don't care. I just wanted to make sure i could say all i needed to say knowing you will get the point or maybe not. END POINT......if you mess up and we (the customer) inform you of this and allow your company to not waste/lose money with honesty don't make it so that the customer is wasting their time on admin work YOU all are getting paid to do.
Insurer: MetLife
By: Alfredo
Peace of Mind
I have been with Pets Best for over 15 years, and I couldn’t be happier with their service. They have consistently been reliable, professional, and prompt in processing claims. When you’re dealing with a sick or injured pet, the last thing you want is stress or delays, and Pets Best has always come through. It’s comforting to know they’re there when you need them most. I highly recommend Pets Best to any pet owner looking for dependable insurance.
Pets Best seems to be going downhill
I've been a Pets Best customer since 2014. In general, the coverage and claim servicing was decent. The past year has been nothing but a hassle to submit a claim, check status or even sign into the online portal. They don't seem to be able to get a handle on the technical issues. Which means the only way to speak to someone is to wait on hold for 45 minutes. Multiple emails go unanswered. And this terrible service after my premium was increased to 50% of the annual max. What happened to your company?! I say this as someone that has worked in the insurance industry since 2000, with claims handling experience.
Pets Best sucks
Awful experience. It took over 6 weeks just to tell me my clam was denied. In the meantime, the kept sending me automated messages apologizing for the delay. If my claim wasn’t covered, why the delay? I inquired many times and never got a response. Totally useless company.