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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I am thankful to have Pet's Best…
I am thankful to have Pet's Best insurance. I insured 3 dogs who had multiple surgeries for joint issues. Pet's Best paid quickly the 80% and it saved me from running out of my retirement money. The 3 dogs had the same Mom & Dad and I am sure their issues were genetic. Two have passed away, but I still have my sweet boy. He recently had FHO surgery and was recently diagnosed with Cushing's Disease. Pet's Best continues to help me with his medical needs.
Insurer: Pets Best
By: Christine Meade
Christina was great at explaining all…
Christina was great at explaining all of the coverages and options! Thank you for the thoughtful assistance you provided!
Insurer: Nationwide
By: Monte Monroe
I truly appreciate how fast claims are…
I truly appreciate how fast claims are processed and how diligent you are in keeping me updated on the status.
Insurer: Fetch
By: Christy
All your staff have been helpful and…
All your staff have been helpful and happy and just amazing to work with - thank you.
Insurer: MetLife
By: customer
Poor Communication and Endless Delays
I have been extremely disappointed with my experience with Trupanion. It has been almost six weeks, and they still have not processed or covered any of my kitten’s veterinary visits. For weeks, I was told the delay was because the shelter had not sent my kitten’s medical records. However, I was copied on the emails and could clearly see that the shelter had already provided everything Trupanion requested. Once they realized I was included on the email chain, the explanation changed. They then claimed the records were still incomplete, even though the shelter confirmed they had sent my kitten’s full medical history. My kitten was only 8 weeks old when I enrolled her. She doesn’t have an extensive medical history, so it’s difficult to understand why this has taken so long. To make matters worse, Trupanion even had my kitten listed as the wrong gender, which resulted in me being charged about $10 more per month than I should have been. Overall, the lack of communication, constantly changing explanations, billing errors, and excessive delays have made this a very frustrating experience. I expected much better service, especially when dealing with pet insurance that is supposed to provide peace of mind during veterinary visits.
Insurer: Trupanion
By: Heather Graves
The company has done great with helping…
The company has done great with helping me collect needed information for reimbursement. As I am old and don't navigate the Internet very well. They actually called the vet to retrieve needed information.
Insurer: MetLife
By: CATHEY MILLER
All around excellence
Prompt service, great communication, fast payment. Thank you!
Insurer: Fetch
By: MaggieMay
THANK YOU!!!!
I have not had to use the services of Trupanion until now when my pet is hit with a serious illness after 10 years as a customer. Trupanion has been there every step of the way. THANK YOU. You may either easy while I am emotional for my pet. You have help us the whole way. THANK YOU.
Insurer: Trupanion
By: Brandon
Costumer service is good most of the time but not always
I really like this insurance for my dog, but I do have one recurring issue. About 30% of the time, claims are denied because the company determines that the treatment wasn't related to my dog's diagnosis, even though it was. It's frustrating to have to go through the appeals process just to get a claim reimbursed. That said, most of the time when I call customer service, the experience is excellent. Everyone is usually very friendly, patient, and takes the time to explain everything clearly. You can tell they genuinely want to help. Unfortunately, today I spoke with a representative named Doris, and my experience was very different. She was argumentative about my case and didn't seem willing to answer my questions. It felt like she was annoyed that I was asking for clarification, even though it's completely reasonable to have questions about a claim. I hope my current appeal is resolved quickly, and that the next time I call, I'm connected with one of the many kind and helpful representatives I've spoken with in the past.
Insurer: MetLife
By: Melissa Castro
This is the first time I have Fetch Pet…
This is the first time I have Fetch Pet Insurance for my pup. It was rather confusing at first maneuvering through the site. Still is a little confusing when submitting a claim however I must be doing something right. Claims are processed in a timely manner and refunds are deposited to my bank. I called customer service once in the past year and was not pleased with the agent.
Insurer: Fetch
By: Whitewitch