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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Worked out well for our pup with a chronic condition
This company has been responsive when we had questions regarding our coverage and spoke to a person on the phone. They've been quick to handle our claims. Initially some big ones due to testing for epilepsy, and ongoing for medications and regular blood work. The claim process online is easy and when they've had a question they have reached out to our vet. We have had no issues with them and are quite happy with our choice or Pets Best.
Insurer: Pets Best
By: carol
Lola’s Illness
My Lola suddenly collapsed one day. I decided to take her to ER. They suggested she see a specialist. I took her there a few days later. Was then referred to see another Dr. and did that too. I submitted the claims to Pet's Best and received regular follow ups in the process. I received my reimbursement yesterday. I have had no issues at all and would definitely recommend Pet's Best."
Insurer: Pets Best
By: Irma
Pets Best is the best!
Fast & easy claims process, professional & caring staff, & good prices for policies."
Insurer: Pets Best
By: Regina
Our Pup Moose
Our pup moose is a young rescue pup. And unfortunately he got injured and. Pets Best was there to help.. Every time I called the team at Pets Best, they were responsive, compassionate, and showed empathy for the situation at hand. A BIG THANK YOU to Pets Best FOR BEING THERE WHEN WE NEEDED THEM.
Insurer: Pets Best
By: David
Wrongful cancellation
You guys cancelled my policy; and when I went to find out why I couldn’t even keep a support person on the phone. I have a disability and dyslexic. I’m Sorry
Insurer: Sonnet
By: Jdmk
Had a good experience with Fetch
Kaitlyn was friendly, knowledgable and helpful.
Insurer: Fetch Canada
By: Don Fraser
Customer Service Pets Best Insurance
"Pets Best Insurance customer service is great. The representative was friendly, knowledgeable and genuinely helpful. She took the time to listen to my claim concern and explained clearly what to expect, which made the process stress-free. It's reassuring to know my pet is covered by a company that truly cares about its customers. Highly recommend!"
Easy to use insurance good coverage and…
Easy to use insurance good coverage and helpful people.
Insurer: MetLife
By: customer
HEALTHY PAWS HAS TURNED BAD, AND UNRECOGNIZABLE
Healthy Paws has turned unrecognizable; what was once a good company, sucks, today. Half of my calls to Healthy Paws are disconnected by their incompetent, off-shore, Customer Service (a misnomer) personnel. Healthy Paws has outsourced their once USA/domestic Customer Service, to a Third-World country, abominable, call center for Customer Support. These, off-shore personnel are as incompetent as is their command of the English language. Multiple claims that we have sent to Healthy Paws, via email, have been lost; in addition, we no longer receive the automatic reply that we used to receive, when we filed a claim. Healthy Paws has turned unrecognizable, and unacceptable. We have been clients of Healthy Paws for over 20 years, with multiple dogs, and we are stuck with Healthy Paws, as our dogs are sufficiently old to have preexisting conditions, which no new insurance company will assume. My best advice to a pet owner, considering Healthy Paws, DON’T, LOOK ELSEWHERE. Healthy Paws sucks.
Insurer: Healthy Paws
By: Warren
Updated 12/31
Updated 12/31 – Claim Handling Failure & Bad-Faith Denial As of December 31, FIGO has never contacted me or my veterinarian for clarification, yet they denied $500.39 for a critical medical condition without providing any substantive medical explanation. Their system-generated note states: “An attempt was made to obtain clarification on $72.68 credit in order to continue processing this claim. Please contact figopetinsurance.com with any further questions.” This statement is misleading. There was no real attempt to obtain clarification. No phone call. No email to the veterinarian. No request for medical records beyond what was already submitted. Claim ID: FPI30000114468 Instead of engaging in good-faith review, FIGO simply denied the claim in full. Full Review – Why FIGO Failed My Dog I deeply regret choosing FIGO for my dog, Loc. I pay over $100 per month in premiums, yet every claim is handled with extreme delay and minimal effort. A standard claim takes weeks to review. An appeal can take an entire month, only to be auto-denied without any meaningful medical evaluation. My dog is medically fragile, with: Chronic anemia Immune suppression Cancer history Severe gastrointestinal malabsorption The treatments submitted in this claim were life-supportive medical care, not wellness supplements. They were explicitly prescribed by his veterinarian as part of a medically necessary treatment plan. FIGO acknowledged in writing that these items were part of the treatment plan. However, instead of: Contacting the veterinarian (whose information was clearly provided), Requesting clarification, Or conducting any medical due diligence, FIGO chose the fastest and most negligent route: Categorize everything as “supplements” and deny the entire claim. This was not a medical decision. It was an administrative shortcut. Pattern of Delay, Denial, and Non-Communication FIGO’s claims process appears structurally designed to delay, discourage, and deny, especially when a pet has serious or costly medical conditions. There is: No proactive communication No vet outreach No explanation-based denial No evidence of case-by-case medical review Only automated responses and blanket exclusions. By contrast, other pet insurers do reimburse medically necessary supportive therapies when prescribed for conditions such as anemia, malabsorption, or cancer recovery. FIGO categorically refuses coverage while continuing to collect high monthly premiums. Final Assessment FIGO demonstrates: Extremely slow claim processing Poor follow-through Lack of communication No meaningful medical review A denial pattern that feels automatic, not clinical Choosing FIGO was a serious mistake. I stayed only because this plan was offered through Costco, and I now fully regret that decision. If your pet has real medical needs, especially chronic or complex conditions, avoid FIGO at all costs.
Insurer: Figo
By: Ada Ng