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.
76,968 total
Other Categories
Alia is without question an invaluable…
Alia is without question an invaluable asset to your company. Previous interaction with reps have left me feeling that I have chosen the wrong insurance company for my precious Harley. No one could suffiently explain your policy on previous conditions. Thanks to Alia I received valuable acceptable reasonable information. Please do whatever possible to reward the excellent performance of this person.
Insurer: Fetch
By: Diane McSweeney
So easy to work with and I know my…
So easy to work with and I know my Frankie is covered and has the best care.
Insurer: Pumpkin
By: TerriLynne Anderson
Painful Claim Process/Denials, Constantly Re-opening
I've submitted multiple claims where I have to make sure that this team processes the claims AT ALL, let alone CORRECTLY. I've had to call to review the history & notes. I've had to explain countless times that they have everything they need. I've had to ask to re-open claims that are closed either without explanation or the denial reason is false. My dog had a very painful surgery where this company simply wrote 'pre-existing' and closed the claim. The diagnoses were just made in the same policy year, 5 months ago. Previously, I've tried to submit a claim on the portal and it was not working (shocking!). I messaged customer service and was told to submit by email. I forwarded everything they needed to process countless times - and finally was told because the policy number was not in my email subject, they simply ignore it. I've spent countless hours managing these claims. It's a second job to get what you already paid for (if you even get approved for what you pay for!). Excruciating process every time. People do not have time for this. Most reps are kind when I have to call in. Some are very rude and incompetent. Unfortunately, you can't trust that you will be supported and get what you are paying for with this company.
Insurer: MetLife
By: OB
Chad is an excellent employee, he gave me all the information I needed to have and he answered all my questions
Chad was very informative and really a nice guy. I had a lot of questions he answered every one of them He's great employee
Insurer: Nationwide
By: Joseph Verzy
Amanda was amazing and answered all my…
Amanda was amazing and answered all my questions quite thoroughly!
Insurer: Fetch
By: Cheryl smith
Very knowledgeable and friendly agents!
Both agents that I spoke to on the phone were very knowledgeable and friendly in helping me compare my current pet insurance versus Trupanion insurance for my 2 new dogs. I really like the lifetime deductible that does not reset every year, and I also like that at most vets you can use your reimbursement before you leave and not have to upload claims. It is really because of your knowledgeable agents that I chose to go with Trupanion over my current pet insurance. They were able to point out the differences between the two policies without making me feel pressured to choose Trupanion.
Insurer: Trupanion
By: Nikole Rogers
the app is easy to navigate to submit…
the app is easy to navigate to submit claims and see EOB's. However, I did not realize there was a 90 day time limit to submit claims, it was never mentioned previously that I recall.
Insurer: MetLife
By: customer
Too long to process claims
Too long to process claims. Long wait times on hold.
Insurer: Spot
By: Linda Svenson
Not sufficient value for the cost
After 7 years of being a paying customer of Embrace, the company jacked my dog's insurance from $1197 to $2352 with no change in deductible, % covered or total claims allowed. My dog is 11 years old , 12 pounds and very healthy. Since 2019 I have filed only 10 claims for her mostly concerning her teeth cleaning - all were minor claim payments. I received an email requesting that I contact Embrace for an explanation. Customer service offered me a new policy for ~$800 that didn't't cover any pre-existing conditions like a tooth that needed to be pulled during cleaning. They were obviously cutting older dogs from their membership. Even at $800, I don't feel that I am getting value for money. There are a lot of other pet insurance options.
Insurer: Embrace
By: Virginia Reck
The customer service is wonderful
The customer service is wonderful. They have been responsive and stir service is great.
Insurer: Nationwide
By: Vito Cicchetti