Sonnet | Pet Insurance Review

It took (literally) months to resolve my issue, and I'm left paying more than I was before. It was all a Sonnet error, too. I was uninsured from Jan 12th to March 15. Several times I emailed and nobody ever got back to me. It was a really sad and disheartening experience. Honestly, it was the worst experience I've ever had with any company, *with the exception of your superstar, Amber, who is so brave and born for customer service jobs.

Quite possible the worst claims process I've every experiences in 30 years. I was recently helping my father, a Sonnet (Definity Insurance) auto customer. He originally signed up as he was coming from the US and Sonnet offered great rates and easy signup for someone without Canada driving history. Recently his car was hit while parked. The other driver (also a Definity policy holder) confirmed he was at fault. When submitting the claim, we provided all information through the process and an adjuster was provided. This is where it seems to go off the rails. It is near impossible to get a hold of the adjuster. They respond to an email every 2-3 weeks asking for information already provided. We have provided the same information 3 times, tried calling, tried multiple emails and it disappears into a dark hole. It has been 2 1/2 months since submitting and we still haven't heard back. While waiting for an answer for 1 email & voice mail, one of my own cars was hit while parked by my neighbour. I called TD Insurance, had my card assessed, fixed, and returned to me (replaced an entire door panel, painted, etc) while still waiting on a response from Sonnet to an email. Don't be fooled by their easy sign-up and low prices - you will pay for it if you ever actually need to make a claim. I recommend TD and have had 2-3 claims over the past 15 years with them and always easy.

Only thing that I would say they could do better is maybe an email everytime a payment is missed would be helpful and not just once 🥲

They make it impossible to reach a human. I was trying to get a quote, and when their online form kept resetting to values I didn't enter, I asked their chatbot for an email address. I got a form to fill out but it wouldn't let me submit the form. So basically it's been impossible to communicate. I can't get help unless I log in, but I can't create an account to log in without a quote. And I can't get a quote because the form doesn't work. How are they in business???? Please add a way for people to reach a human or fix your chatbot so it's not so completely circular and repetitive. They might have good rates and coverage (I'll never know), but if they're unreachable for new customers, you can bet they'll be unreachable if you need something.

A wonderful company to have for my insurance needs. Everyone I have had interactions with have been knowledgeable, friendly, efficient and helpful. I would recommend this company for everyone searching for a different type of insurance broker that are easily available and an absolute joy to deal with. Eleven stars out of ten.