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.
77,075 total
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Another excellent experience with Pets…
Another excellent experience with Pets Best. Took my dog in on a Friday and she was treated and diagnosed with IVDD. Received notice of payment by Sunday night. Pets Best has always been extremely easy to work with.
Insurer: Pets Best
By: Kellie Welty
Great communication
Great communication. App provides detailed information
Insurer: Fetch
By: Waike Joela-Brangan
We just stared but the process was easy…
We just stared but the process was easy to follow and not confusing or difficult.
Insurer: Nationwide
By: Gerardo Sanchez
Fast
Fast, Efficient, and Easy to use...Trupanion worked with my provider to pay the bill. My provider even had a Trupanion display on the counter, showing the provider support. Great Experience!
Insurer: Trupanion
By: Dennis
The rep I talked to was very… knowledgeable
The rep I talked to was very knowledgeable about the product the insurance I felt very comfortable with her customer service skills
Insurer: Nationwide
By: Johanna Alvarez
They are very kind and courteous
They are very kind and courteous. Claims are easy to submit and are processed extremely quickly.
Insurer: MetLife
By: Annette Glory’s owner
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