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.
76,990 total
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From start to finish
From the top, having this partnership with Delta airlines is very much appreciated. The process to get a quote online was very helpful giving me visuals of what to expect. The wait time for a representative took no time at all. The representative Mrs. Christy was the best. She was very informative gave me the best option available, very personable and understanding. The coverage and rate was the final piece to put everything into place. This whole process made me feel I was doing the right thing with helping my pet be insured with this company, after coming from another company with rates sky high and small underlying loop holes. I wish I started here first but I’m grateful to be here now. This process was so uplifting that I may start looking into the process of getting a cat for my daughter and I will have a peace of mind with the security of her health with this company. Thank you so much for everything!!!!
Insurer: Nationwide
By: Iyona H.
Very unhappy customer after 7 years
We have had Pets Best for 7 years. It used to be a wonderful company, you could easily talk to customer service that was here in the US. About almost a year ago, this changed drastically. I used to recommend friends and family to Pets Best, but have stopped, and all that I have recommended have since dropped their policies. Rates continue to nearly double from year to year, which I understand as our dog is aging. What I cannot understand is the complete reversal of paying claims and customer service. First, it is impossible to get in touch with customer service. If you are ever able to contact them, I suspect customer service has been outsourced overseas to people who are difficult to understand, nor do they understand any issue you are trying to explain. Second, the EXACT same claims that I have submitted and gotten reimbursement for 6+ years are now being denied, with multiple unique reasons given for the denials. On one claim, I am on my fourth or fifth different reason for denial. The website to submit claims is often down - weeks at a time. I have requested a supervisor to call me if claim is again denied, to no avail.
Insurer: Pets Best
By: Jean
I submitted my dog’s required…
I submitted my dog’s required veterinary exam records on December 13 as part of the policy review process. Since then, I have received no meaningful response or follow-up. The only communication I’ve gotten has been automated emails stating that my submission was “received” or “viewed,” but there has been no actual update, timeline, or human response for weeks. For an insurance service—especially one involving pets’ health—this lack of communication and transparency is extremely disappointing. If additional documents or time are needed, that should be clearly communicated. I hope the company can improve its review process and customer communication, as this experience has significantly affected my confidence in the service.
Insurer: Nationwide
By: customer
Another policy with Nationwide
I already have one dog insured by Nationwide so I didn't need to shop. I just called and had my new dog a put on a policy with Nationwide. So far the company has answered my question and paid my claims.
Insurer: Nationwide
By: Carol R.
Protect your pet
We have had Pumpkin Pet Insurance for 4 years now. Customer service is Great. Their process for claims is easy and quick. Website is easy to use.
Insurer: Pumpkin
By: Jeffrey
Our first pet to have pet insurance
This is our 1st time getting pet insurance. It was overwhelming! I called Fetch and talked to Josh Sabado. He was very knowledgeable and helpful. It made my decision very easy for me. He answered every question I had and made me feel like I chose the insurance company that was best for our new puppy. He is definitely an asset to this insurance company.
Insurer: Fetch
By: JNS
The worst pet insurance company we have…
The worst pet insurance company we have had. They actively work to frustrate you and don’t pay claims. In the 2 years we have been with them they denied every single claim. I have never seen a company hire people who work so hard to not do what they are supposed to do. Every claim is denied and followed up with emails requesting specific doctors notes and chart records. After jumping through the hoops to get those they denied all claims. They are cheap for a reason.
Insurer: Prudent Pet
By: Mark
Their policy is not clear on how to…
Their policy is not clear on how to determine incurable conditions and that they are not covered under the preventative plan. The entire insurance industry is a scam and they are one of the front runners. Their phone rep informed me the reason for claim denial was because the condition is incurable and hence not covered while in their explanation of benefits it’s stated that the claim was made within the 180days of getting the insurance and that’s why it was denied. So which is it?!?! Taking all of this into consideration I’ve decided to take my business elsewhere. Never received a penny on any of my claims. They always had some made up reason to deny coverage. SHAME ON THEM!
Insurer: Spot
By: Priyanjali Sinha
Great Customer Service
Easy to choose coverage. Representative I spoke to was knowledgeable and assisted me in a quick and easy manner
Insurer: Nationwide
By: Suzanne
Wonderful representative
Wonderful representative, very courteous & helpful.
Insurer: Nationwide
By: D Wayne