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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Informative and friendly staff
Informative and friendly staff. I purchased a pet policy and am very happy with the service thus far.
Insurer: Prudent Pet
By: Burnwash
The service was fine but I wanted to…
The service was fine but I wanted to see the numbers in WRITING. I couldn't get the "get a quote" link to work and even messaged their IT about it but never heard back. Ultimately, I did it through the phone but once I received the email back with the coverages (they wouldn't send an email prior to my acceptance and credit card showing these numbers) I realized the deductible was NOT the $250 deductible provided through my employer but the standard $500. Nationwide was only financially good for us if we had the $250. Now I'm jumping through hoops to fix it but I guess I'm going to be SOL. The coverage works fine I'm sure but now I'm paying too much for something I didn't want. I do NOT recommend calling to get a quote.
Insurer: Nationwide
By: BP
My cat passed away
My cat passed away, You used to be able to cancel a policy online when a pet passed away but apparently that is not the case anymore. Tried emailing a week ago when it happened, no response, chat feature doesn't work says you have to call. So I call but they're closed Saturday and Sunday, forgot to call Monday, finally get through today and the recording states hold times are 30 to 40 minutes!!!! I'm grieving the death of my pet and the only way to cancel their policy is to sit on hold for 40 plus minutes!!! And I did end up burning through my entire lunch 43 minutes to get a person, 60 minutes by the time the call was over, to do something that used to take 60 seconds online. ARE YOU KIDDING ME!!! WHAT IS WRONG WITH YOU THIS IS RIDICULOUS AND UNACCEPTABLE What happened? You used to offer such good customer service now you're just the absolute worst you all should be absolutely ashamed of yourselves making a grieving parent go through this, this is absolutely truly the worst customer experience I have ever had
Insurer: Pets Best
By: Casey Boone
You people are always so kind and…
You people are always so kind and helpful when I need to talk to you.
Insurer: Trupanion
By: Nancy
You guys are awesome
You guys are awesome. At was very easy to fill the claim and your response time as incredible. Within minutes you sent me a notification that your working on it and within another few minutes I had the money in my account. You don’t know how much I and my family appreciate you. Thank you from all our hearts ❤️
Insurer: Pumpkin
By: Karin
Always prompt w/reimbursement
Always prompt w/reimbursement. Whenever I have called, very rare, very helpful & polite.
Insurer: Trupanion
By: Gayle
Customer Service is top-notch
Customer Service is top-notch. I do not like talking to an AI generated bot and talking to a human is so much more helpful and personal. Your claims process was seamless and easy to navigate. The forms tell us exactly what we need to do so that there is no glitches. Thank you for your excellent service!
Insurer: MetLife
By: Kathy D.
I'm so glad my cat and I have Pumpkin
I'm so glad my cat and I have Pumpkin. It's been real life saver when we're at the vet. Those bills can add up and I have had dramatic savings thanks to Pumpkin. Also the customer service is always knowledgeable and goes above and beyond.
Insurer: Pumpkin
By: Katie
I attempted to stop autopay on thier…
I attempted to stop autopay on thier website because they raised my upcoming premium $2,442.48 in Feb 2026. I've been with them for over 5 years with 2 pets. The website would not allow me to do that. I called and was placed on hold for 20 minutes before deciding to hang up. I sent an email requesting a response with action taken to stop auto pay and remove my credit card information. No response so far.
Insurer: Embrace
By: Jim Galvin
A claim was submitted for $246.51 for…
A claim was submitted for $246.51 for medications. Only $16 was paid and indicated the claim settled. I called and spoke with your representative, Brandi, who told me Claims would investigate and respond to me. (Eye medications) No response yet. A claim was submitted in November for $1700 and still has not been paid. I did , however receive a payment of approximately $3000. dental surgery for Zeus. I'm disappointed in your claim service and as a former Sales Representative of Metlife, for over 50 years,disappointed in the reputation your claim processing will generate. Paul Katz
Insurer: MetLife
By: customer