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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Systemic Administrative Failures and Lack of Transparency
Where to begin. The record keeping is horrendous making it nearly impossible to audit the accuracy of payments. I have 3 dogs and the EOB line items do not list which pet it is associated with despite me asking multiple times for this addition. Claims processing is slapdash with very little attention to detail. I’ve had significant diagnostic inaccuracies made in my claims, line items missed, denials due to unmet deductibles despite being well past the deductible. I’ve spent 10+ hours auditing EOBs and have appealed twice (which required time and documentation from my veterinarian). At least one of my appeals was approved. I think I’m still waiting on the outcome of the other but I’m unclear because I receive no communication other than a new EOB, which I’ve established are nearly impossible to decipher. I’ve made phone calls requesting additional info and received promised call backs that never happened. I’ve sent emails that went unanswered. When I call, I am always met with delightful customer service reps who are not enabled to really help in anyway. I’ve been blocked from speaking with or receiving any communication from the claims department who i assume would be better able to answer any of my questions.
Insurer: MetLife
By: Bri
web site and claims approval
I noticed that the web site has been redesigned. This has made uploading claims little difficult. On the other hand, I am happy to see that the approval time of the claims has improved significantly.
Insurer: MetLife
By: Shri Iyer
Company's response is always very…
Company's response is always very quick. I did not have any problems of submitting claims and always had good service
Insurer: MetLife
By: Natalita
Protecting our furever friend
Fair premiums and fast service. caine service has been very efficient.
Insurer: Pumpkin
By: Bruce
Quick and easy way to place claims
Quick and easy way to place claims. Great customer service.
Insurer: MetLife
By: Cynthia P.
Our dog needed a gum growth and 13…
Our dog needed a gum growth and 13 teeth removed. I filed a claim and it was approved in just a few days. It was a very easy process. And when we lost another dog last year and had to cancel her coverage, Spot was very kind and sympathetic, even sending a condolence card. I believe that Spot truly cares about their customers.
Insurer: Spot
By: John Chun
Beware! Unjustly Classifying a Symptom as a Preexisting Condition!
Beware of what you say to your vet! Spot used my non-medical degree words against me to classify my dog's symptom as a preexisting condition! My husband and I adopted a small terrier mix six months ago. We got ourselves set up with Spot Pet Insurance. At the time of the adoption we were not aware that he was suffering from worms, even though he had been dewormed by the rescue. To make a long story short ~ We tried making diet changes before taking him back to the vet. Our little guy has since suffered with multiple bouts of severe diarrhea, which we have discovered was due to different diagnosis of worms over the next few months - tapeworm, round worm, hook worm, and finally giardia. The insurance company seemed wonderful at first - covering treatments after we reached our 500 dollar deductible. Then they did an audit - used my own words at the vet describing his condition against us and declared his diarrhea was a pre-existing condition and took money off of our deductible and are making us start all over. How can diarrhea be determined to be a preexisting condition when it was a symptom of at least four different worms? I find this extremely unfair. Beware of what you say! What is in the vet notes will be used against you even though you do not have a medical degree.
Insurer: Spot
By: Deanna Blondina
My pet is almost 12 years old
My pet is almost 12 years old. I have had trupanion the entire time she has been part of our family. My pet now has an opportunity to utilize the insurance. Trupanion has been amazing. Any questions are answered thoroughly and very patiently. During this tough time, I feel compassion and feel well taken care of with Trupanion.
Insurer: Trupanion
By: Teri
I’m new to MetLife & the experience…
I’m new to MetLife & the experience I’ve had so far is excellent. Customer service is great!
Insurer: MetLife
By: customer