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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An 80% price hike, and cancelling is an obstacle course
Insured my dog for a year, never filed a single claim. My renewal arrived at $710.59 — up from $394.77, an ~80% increase for a healthy dog with zero claims. Leaving was worse. Enrolling took minutes online, but cancelling? The website chat told me cancellations can't be done by chat — phone only. I called, and instead of cancelling, they emailed me a form with a pile of questions to complete. Signing up: two clicks. Cancelling: a phone call and an interrogation form. If a company makes it this hard to leave, that tells you everything about how they treat customers. Switched to a competitor for less money and none of the gymnastics.
Insurer: MetLife
By: Allan
Be careful as your pet ages
So my dog was on the insurance for a few years and it kept going up incrementally. It was only after he turned ten that it jumped up +20/month without any communication to me regarding the cost increase. I was in between jobs and struggling financially so I switched to accident only thinking I could put him back on his old policy once I was in better shape financially. I have never made any claims and have probably paid them thousands of dollars in the time I was with them. When I called today they said they couldn’t switch him back they would have to cancel the policy and requote me. The quote came back at $250/month. What a scam. I’ve paid this company thousands of dollars for absolutely no help with my pet, save your money.
Insurer: Pets Best
By: Rachel
Quick and Easy
We have had nothing but great experiences with Pets Best. It's easy to file a claim on the app and the turnaround time is very quick. The EOB is easy to read so that you know how much you are getting back and the payment is direct deposited within a few days.
Insurer: Pets Best
By: Lesley
Highly satisfied customer
Pet's best it is awesome. Luckily, I have never had to file a claim for accident or illness. But I have the wellness policy and I have had nothing but good things to say. I tell as many people as I can about pets best. Every time I file a claim, the process is super simple, and my reimbursement is sent to me very promptly!
Insurer: Pets Best
By: Sarah
Customer
BEWARE OF SPOT INSURANCE RATES AND PREMIUMS!! STEER CLEAR OF THIS COMPANY One year ago I changed to SPOT Pet Insurance because Trupanion had doubled my rates for my 4 year old healthy dog. After the first year with Spot, they increased the premium by 50%!!!!! (with no claims for my dog, nor relocation of residence). They cited “California vet rate increases, as basis for premium hike” I saw advertised on social media, a 10% discount for Sam’s Club members for Spot. I called the Spot member services three different times to be certain that this discount would apply, as I did not belong to Sam’s Club and I did not want to pay their $60/$120 membership fee, as there were no stores geographically close to me and I would only use the membership to get the Spot discount. I was told all three times that the discount would apply and not only would it be 10%, but would be 15%. I joined Sam’s and then called back Spot to inform them of the new membership. They had to verify the membership and would not accept email verification. I spoke with a supervisor, Kelly, who assured me that the 15% would apply, but we had to do a 3 way verification call to “a special internal only number” for Spot. We were on hold 30 mins and no one from Sam’s answered. The next day I called Kelly back and we were on hold for another 25 mins; finally the verification took place. At end of month, I was billed the same (50% raised) premium, with no 15% discount applied. I called Kelly and she now stated that the discount could not be applied, as there was an already “cap placed on the premium” and nothing could be done to lower that. I informed her of the lies that I was told by three different member services employees (including her); time wasted on phone call versifications; Sam’s membership fees out of my pocket that were paid for(now) nothing; and the outrageous 50% increase that took place originally. I stated that for insure proper customer service for myself; there was some way the 15% promised and advertised discount should be applied and she refused. In summary: STEER CLEAR OF SPOT INSURANCE.!!!!!!! They will do and say anything to get you to pay to become their customer and then they will hike up rates beyond belief, with no attention to any civil customer service. Shop around and find better rates and a company that will live up to their statements and your expectations.
Insurer: Spot
By: Stephen
Poor Edgar
"Edgar got into an altercation with another dog and had a number of bites on his shoulder and hind leg. Pets Best took care of the claim quickly and the EOB was clear and concise in explaining any deductions, i.e. deductible and my portion of the payment responsibility. I have never had a problem with any claim that I have submitted to Pets Best. I have all three of my pups insured through them and can recommend them without reservation."
Awesome pet insurance!
Thank God for Pets Best insurance! No one ever plans to have a sweet puppy that has a very rare disease. If not for Pets Best, I’m not sure what her outcome would have been. She is able to get the very best care available!
Thank You for Taking Care of My Best Friend
When my husky tore his ACL, it felt like everything happened at once. Between the surgery, vet visits, X-rays, and all the worry that comes with seeing your beloved fur baby in pain, the entire experience was incredibly stressful. Thankfully, Pets Best provided real peace of mind during one of the toughest times. His surgery was covered almost entirely, and the claims process was unbelievably easy from start to finish. Filing the claim was quick and straightforward, and the turnaround time for reimbursement was impressive. Having those funds deposited into our account so quickly removed a huge financial burden and allowed us to focus on what mattered most, helping Tymber recover. I cannot thank Pets Best enough for the support, compassion, and reliability they showed throughout this journey. Knowing they were there for us made all the difference. Thank you, Pets Best, for taking such great care of my Tymber! ❤️🐾
PetsBest the Dog's BowWow
PetsBest online wellness claims process was quick and easy. Received notification of processing almost immediately. Had an easy to read EOB via email within 2 days and money in the bank within a week. Can't ask for better service than that.
Do Not Buy
Figo used to be good but no longer do they support your concerns. They have double billed me several times and say they can’t fix it. The customer service is awful and accounting is even worse. Do not purchase it. You will regret it later
Insurer: Figo
By: C