Sonnet | Pet Insurance Review

The agent was very helpful and informative.

Got a claim assigned first to an adjuster who just left the company. Took me a week to get that fixed. The new adjuster can't get his act together. Made me tell him the same thing I told in my claim and that I told the assessor that was sent by the insurance company. Assessor took photos and filed a complete report. Adjuster told me to send him photos because he didn't notice that they were already in the report. Then I got passed to some "special investigator", who made me tell him the same thing again. Now they're waiting to talk to a contractor who was doing some work on the outside of my house the same day that the water damage occurred on the second floor of my house. It has been a month since I filed the claim for interior water damage and they still haven't done anything!!!!

Sonnet was a fine partner until they cancelled my policy out of nowhere. No claims, no issues, I even paid their exorbitant increases year after year. Then they notified me they were cancelling my policy.

On August 12, 2025, at 9:35 AM EST in Niagara Falls, Ontario, I had an extremely unpleasant experience with a Sonnet Insurance claims agent named Muhammad. From the start, he spoke over me, raised his voice, and refused to let me explain my concerns. I called because my payment had unexpectedly gone up, and I wanted to understand why—especially since I have never made a claim or authorized any work or “adjustments” to my car. Instead of listening or clarifying, he kept repeating “well you made a claim” without explaining further, completely ignoring my attempts to clarify the situation. His tone was rude and dismissive, and when I tried to speak, he cut me off and ultimately hung up on me. Because of this experience, I have removed my policy with Sonnet Insurance, a company I have been loyal to for years, and switched to another provider. Why would someone have a claim they know nothing about, only to be surprised with an increased payment—money I work hard to earn every month? As a paying customer, I expect to be treated with respect and to have my questions answered—not to be talked down to, yelled at, and dismissed. This experience left me frustrated, unheard, and extremely disappointed in Sonnet’s customer service.

What a crappy insurance company, if you’re looking for a company that you cannot reach, that will not call you back, and will hold a Zero cost claim on your policy affecting your future rates. Then jump on board and sign up with these guys! I reported an incident in a parking lot where I was backed into, I was gauged at being half at fault - FOR SOMEONE BACKING INTO ME! This was a zero damage “claim” as it’s worded and it now affects any good rate, I may be entitled to. Since they are leaving Alberta (good riddance) I need a special letter to say that there was in fact no damage and no real claim. I’ve called several times and I have been on hold a lot. Today, I sat on hold for just over 2 hours, someone picked up the call, and held it for just long enough enough for business hours to be OVER then disconnected me. Now I have to piss about and call back again “during business hours” and hopefully I’ll actually get a live person who may or may not help me. Additional you get a generic response that outlines everything you've already done. Thanks tips, for the not so helpful "generic" b.s response. These responses validate my comments above.