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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THANK YOU!!!!
I have not had to use the services of Trupanion until now when my pet is hit with a serious illness after 10 years as a customer. Trupanion has been there every step of the way. THANK YOU. You may either easy while I am emotional for my pet. You have help us the whole way. THANK YOU.
Insurer: Trupanion
By: Brandon
Costumer service is good most of the time but not always
I really like this insurance for my dog, but I do have one recurring issue. About 30% of the time, claims are denied because the company determines that the treatment wasn't related to my dog's diagnosis, even though it was. It's frustrating to have to go through the appeals process just to get a claim reimbursed. That said, most of the time when I call customer service, the experience is excellent. Everyone is usually very friendly, patient, and takes the time to explain everything clearly. You can tell they genuinely want to help. Unfortunately, today I spoke with a representative named Doris, and my experience was very different. She was argumentative about my case and didn't seem willing to answer my questions. It felt like she was annoyed that I was asking for clarification, even though it's completely reasonable to have questions about a claim. I hope my current appeal is resolved quickly, and that the next time I call, I'm connected with one of the many kind and helpful representatives I've spoken with in the past.
Insurer: MetLife
By: Melissa Castro
This is the first time I have Fetch Pet…
This is the first time I have Fetch Pet Insurance for my pup. It was rather confusing at first maneuvering through the site. Still is a little confusing when submitting a claim however I must be doing something right. Claims are processed in a timely manner and refunds are deposited to my bank. I called customer service once in the past year and was not pleased with the agent.
Insurer: Fetch
By: Whitewitch
DO NOT TRUST- very slow at responding and refuse to pay
DO NOT TRUST! They will find million excuses not to pay and blame pre-existing conditions even without actual proof. Extremely disappointing and frustrating experience. My claim was denied based on broad, generalized statements rather than a clear explanation supported by the actual veterinary records. I repeatedly asked the company to identify the evidence supporting its denial of each procedure, but those questions were never answered. Consumers deserve claim decisions that are transparent, evidence-based, and fully explained. I did not receive that. Also EXTREMELY long time to receive a response (months) but mostly there is ZERO response at all until you email/call multiple times. As for their ASPCA support: tiny, just for shows. This is an insurance company, not a "let's help animals" company.
Insurer: ASPCA
By: C P
Trupanion is amazing
Trupanion is amazing. Their customer service is best in class. They make the claims process so easy and are very straightforward on the reimbursements.
Insurer: Trupanion
By: Rachel
Nadine was so helpful and kind
Nadine was so helpful and kind. Thank you so much for amazing service. She used Obi’s name and was genuinely a pleasure to sign up with. Thanks again Matt & Obi
Insurer: Fetch Canada
By: Matt & Obi
Pets Bests Came Through for Us
Earlier this year, our dog was diagnosed with a torn CCL, requiring surgery. Our vet provided us with a detailed proposed cost. The surgery went great. The preop, surgery and post op costs were all covered by Pets Bests. Our 4 claims were approved quickly and the funds received almost as quickly.
Spot Pet Insurance is spot on!
It took my dog getting sick to realize what a jewel we have in Spot Pet Insurance. Every claim that I filed was acted upon promptly and I received the compensation that I expected. There was 1 claim that was not fully paid at first, but after I called and explained the situation, that claim was reopened and compensation was paid. I hope I never have to use this insurance again, but am so glad that we have it.
Insurer: Spot
By: GS
Aileen Andino was AMAZING
Aileen Andino was AMAZING! She answered every question with no problem at all! Very kind, courteous, extremely knowledgeable and very professional!! Such a pleasure to work with!! I’m a retired Airline Customer Service Supervisor WOW! Wish I had her on my team!! You are Blessed to have her!! Thank you Aileen!! Little Chase is my 4th dog to be insured with you… my only frustration with you company is that you double my Premium for Bella for this year and forced us to go to a 1500.00 deductible or not have insurance…
Insurer: Fetch
By: Elena S