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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Excellent customer service
Excellent customer service. I appreciate the time that the agent took to help me understand my plan.
Insurer: Nationwide
By: Karen
Customer service agent ability to…
Customer service agent ability to explain clearly
Insurer: Sonnet
By: Mo MATNN
Great phone service at Nationwide pet insurance company
I spoke with Alex Artiles and he was really helpful walking me through the coverage options. We got disconnected right at the end of the call and he called me back to confirm the plan coverage. He was super cheerful and very nice!
Insurer: Nationwide
By: Cherie Buszczak
Representative was wonderful
Representative was wonderful. Professional and informative.
Insurer: Nationwide
By: customer
LOST A LOYAL MEMBER AFTER 6 YEARS
I was a member for 6 years. I called to ask about if my policy covered hospitalizations or accidents (as it was unclear on the new declaration/yearly increase sheet they sent) and the Rep could NOT give me a straight answer. I have had NO CLAIMS, none of my pets had pre-existing conditions, nothing currently is wrong, but looking ahead in case they ever needed surgery or had an accident... He could not give me a straight answer, and said it depends on pre-existing conditions, if you were in your "waiting period after initial enrollment" lol lol lol , etc. etc. I told him I was a member for 6 years, no pre-existing conditions, no claims ever submitted. It was like he was reading from a script and NOT Hearing what I was saying... He truly did NOT care to help me... I asked to be transferred to CLAIMS as they had on file all my info when I enrolled my pets and told him perhaps they could answer my questions about coverage. He REFUSED to transfer me. So, I canceled my policies. I even e-mailed Pets Best about what happened, no response.. Guess they don't care if they lost a loyal client who had 4 cats insured and who used to recommend them to people...
Insurer: Pets Best
By: Diane M.
Terrible nightmare experience with pets…
Terrible nightmare experience with pets best. Wrongfully denied 2 claims because they “didn’t receive records” even though my vet faxed them 5 times, I uploaded them, and emailed them and their customer service confirmed they had them. I was told they would reopen the claims never did. They are essentially scamming consumers at this point. Company went extremely downhill after it was bought by independence pet in 2024. Wait times 1-2 hours, customer service has no idea what they’re talking about, they’re extremely rude condescending and passive aggressive. I called 10 times over 2 months trying to resolve my issues was told something different each time, and I requested a callback from a manager multiple times and never got one. Absolutely terrible company, please avoid using them in 2025 save yourself the heartache/headache
Insurer: Pets Best
By: Tj Silva
I strongly advise against purchasing…
I strongly advise against purchasing car insurance through Sonnet. My sister and I obtained a policy with Sonnet while we were students. When I stopped driving the vehicle and needed to have my name removed from the policy, we attempted to contact Sonnet repeatedly to make this change. From August through January, we made numerous phone calls and sent multiple emails using the contact option on their website. During this entire period, we received no response and were unable to reach an agent. Because Sonnet failed to respond or document our requests, there were no agent notes on our file. As a result, our policy remained unchanged despite our repeated efforts to correct it. Eventually, due to the ongoing lack of communication and the financial burden, we decided to cancel the policy. After this, Sonnet withdrew approximately $1,400 from our account. When we were finally able to speak with a representative, we were told the money would not be refunded because there was “no record” of our prior communication, even though the lack of documentation was due to Sonnet’s failure to respond in the first place. Additionally, our participation in the Shift program was affected because I was no longer driving, which caused location data issues that were never addressed due to Sonnet’s inaccessibility. Payments also increased significantly without adequate notice or explanation. Overall, the lack of communication, accountability, and customer support created serious financial stress. Customers should be aware that unresolved issues may not be documented, and this can be used to deny responsibility later. Based on our experience, I would not recommend Sonnet.
Insurer: Sonnet
By: zaina luthon
My questions were answered…
My questions were answered comprehensively and the process was seamless.
Insurer: Nationwide
By: Julia Hall
Easy to use claim system
Easy to use claim system, very prompt refunding. Staff are lovely if you have any questions.
Insurer: Pumpkin
By: Oonagh