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.
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Habit of stalling claims asking for records already provided
I am incredibly frustrated with the constant stalling tactics and runaround from Pet's Best. They repeatedly request medical records that have already been provided to them multiple times. In December 2025, I took my dog to VCA for a sore paw and sent the paperwork to Pet's Best, I have a $500 deductible and knew that wouldn’t matter, but I wanted for them to have it on record. In May 2026, he went back to VCA, was diagnosed with allergies, and was prescribed Apoquel. For my first claim in May, I submitted the VCA bill and the Tractor Supply Apoquel receipt since it was cheaper from Tractor Supply vs buying it from the vet. Pet's Best claimed they did not receive the vet notes. I contacted VCA, who sent them, and I also personally uploaded the VCA exam notes and his full prior shot records just to be safe. I take my dogs to Pet Vet for their yearly shots because it is cheaper than the vet’s office. In June 2026, I submitted a new claim for his monthly Apoquel prescription refill. A few days later, Pet's Best halted the claim, demanding the May 2026 doctor's notes on VCA letterhead. They literally already had these on file from the first claim. Every time I submit a routine prescription refill, they pause the claim and demand the exact same historic vet notes they already verified. It is an exhausting, repetitive cycle designed to delay applying anything toward my deductible. Do better.
Insurer: Pets Best
By: cheryl tellulater
It was our first claim filed
It was our first claim filed, so there was a bit of a learning curve on the process. The customer service people were very helpful explaining the steps for the paperwork required from the vet, filing and how to upload each section . The claim was approved ahead of the procedure and is in the payment process. The detailed coverage explanation of deductible amounts, co-pay and paid amount on claim is clear.
Insurer: Fetch
By: Sarah
Great turnaround on claim
Wow! The turn around for my claim was so fast and I had my money in no time. Super impressed with the service.
Insurer: Spot
By: Whitney Woodard
Friendly and always helpful
Friendly and always helpful
Insurer: MetLife
By: Kathleen love and girlie
Easy to file a claim and upload…
Easy to file a claim and upload documents. Updates on status of claim were frequent. Decision on claim came in 2-3 days. Thank you!!
Insurer: Spot
By: Maura
Continually you ask for SOAP notes when…
Continually you ask for SOAP notes when they are submitted by the vet’s office. It becomes a hassle when I have to have a 3 way call
Insurer: MetLife
By: Laura
The payment was fast and seamless at a…
The payment was fast and seamless at a time when I was stressed about a very ill pet.
Insurer: Trupanion Canada
By: Jane Plummer
We have had Fetch insurance for our 4…
We have had Fetch insurance for our 4 year old dog since she was 6 months. This is the first time we've made a claim. The process was easy took the amount of time they said it would. We're happy with the service.
Insurer: Fetch
By: Kris
Filed a claim been over a month and…
Filed a claim been over a month and they finally decided to get in contact with my vet regarding health records, which my vet clinic responded to their email, embrace stated they didn’t receive a email from them the first time I called the second time I called Anna claimed they didn’t sent the records via link they sent in the email, then she has the nerve to tell me that I need to call and make sure they sent the papers the proper way, no that’s your job not mine, I am paying you for your services not the other way around and I told Anna that I wasn’t going to play the middleman it’s their job to call and get those papers, she sents it to the claims department where they proceed to email telling me I need to get the records for them and fax them to them, why can’t y’all call the vet and ask for them to be faxed? Very disappointed in this company and it’s even more frustrating I’ve wasted two months paying for their services that I’ve never gotten and won’t get cause they’re too damm lazy to do their job. Update I received a email today from embrace stating they received Oliver medical records, they not only lied to me this last two phone calls between me and them, but they’ve been refusing to do their job and reimburse me like they claim they do, and of course as you can see in their response their trying to blame me for their incompetence is o do their job reaching out and letting me know how it’s going is one thing but telling me I need to do it for you is another and I have photos of the messages between us that review is posted on google review board
Insurer: Embrace
By: lynn moore
Saved our dogs life
Metlife makes filing a claim very easy. And you receive payments quickly. My dog has had major surgeries in the past few years and they helped us take care of her! We love them!
Insurer: MetLife
By: Danielle C.