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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Aileen did a fantastic job explaining pet coverage for my cat. She answered all of my questions thoroughly and was very professional.
Insurer: Fetch Canada
By: Zahra Kasamali
I am so disappointed with MetLife
I am so disappointed with MetLife. Initially, I thought they were great and that they process claims in a timely manner. When I spoke w/ someone at Customer Experience, I was GIVEN THE WRONG INFORMATION concerning their appeal process. My cat is blind and does have anxiety, so they denied sedation when she had multiple invasive lab work done. I was told that I DID NOT need the vet's signature just for me to sign their appeal form. I followed the instructions given by the MetLife employee (who should have known better than to give me wrong information). The vet had taken so long giving me SOAP notes and she did the same when I sought clarification for the MetLife Appeals dept. After speaking w another agent, I told her that I would contact and obtain the clarification from the vet, which I did. She knew that and so did the Appeals dept. The Appeals dept. rendered a decision BEFORE I got the clarification/amendment from the vet denying my appeal. THE VET AGREED THAT THE LAB WORK WAS INVASIVE and that she suggests sedation even if an animal does not have pre-ex anxiety but shows signs of fear/aggression while she engaged in the invasive lab work. I emailed the clarification/amendment to a supervisor at MetLife last week and I am yet to hear back. I did not imagine that the Appeals dept. would not even consider the fact that one of their AGENTS gave me the wrong information and they did failed to wait for the clarification. Now, they are telling me that I have until early Feb. 2026 to get clarification/amendment that I HAVE TO PAY FOR in order for them to reconsider. I should not have to pay! They rendered that decision without waiting even though I consistently contacted them and spoke w/ their supervisor numerous times. This was not right, and they need to do better as to pet parents.
Insurer: MetLife
By: Yasmin habibti
Consistent communication throughout the…
Consistent communication throughout the whole process. We have been SO impressed.
Insurer: MetLife
By: Bernhard
Was easy to get in touch on the phone…
Was easy to get in touch on the phone with the representative and have my issue resolved instantly
Insurer: Nationwide
By: Tetyana
Rebecca was so nice to talk to and…
Rebecca was so nice to talk to and explained everything so well.. thank you.
Insurer: Prudent Pet
By: Carla Bloom
Rebecca was excellent in helping me…
Rebecca was excellent in helping me make the right policy decisions
Insurer: Prudent Pet
By: ericlensme.com
I sent in a claim
I sent in claim. I was notified of missing info in atimely manner. I responded and now I am waiting for my approved coverage. My only improvement i can see would be a chat line to be able to ask specific questions. Like for example "is a Rabies shot covered under my plan."
Insurer: Fetch
By: Dawn Miller
very patient anf helpfull
very patient anf helpfull
Insurer: Fetch
By: Patricia Lee
Very personable and coherent
Very personable and coherent, polite and to the point.
Insurer: Fetch
By: Hadley M
Agent Rosie was so helpful and kind…
Agent Rosie was so helpful and kind throughout the entire process! It felt very easy to discuss my pet's needs and current health history with her. Rosie's explanation of the coverage and offers was very clear and helped me understand something that I have never done before. I was nervous to call at first, thinking it would be a hard process, but that nervousness went away as it was very simple, and I felt cared for and acknowledged that I made a good decision, so I know my pet is in good hands!
Insurer: Nationwide
By: Kylie