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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You have to jump through hoops to cancel
I got Fetch Pet Insurance for my dogs first year. I used it only a few times so, I decided to cancel. I emailed them to cancel as I work during thier hours. They REFUSE to cancel unless I talk to a sales rep on the phone. I have never had such an issue with a company in my life.
Insurer: Fetch Canada
By: Jennifer Day
Pumpkin has made it very easy to upload…
Pumpkin has made it very easy to upload medical bills and get reimbursed. They are very responsive with any questions or issues. It’s a pleasure to do business with them.
Insurer: Pumpkin
By: Debra
Best service!
I was given the best customer service by Kieth and he was very straightforward with helping me understand the policy I have better! Very professional and efficient customer service! I would recommend this insurance to anyone with a pet! They have helped me so much with making sure my cat is getting the best health coverage and insuring the needs she may need in any situation. 10 out of 10 for best customer service and affordable coverage!
Insurer: MetLife
By: Alejandra
TERRIBLE
My recent experience with Pets Best has been extremely disappointing. The claim process took far too long, and there was a complete lack of communication throughout. Pets Best never requested the documents they later claimed were “missing,” only to deny the claim because of it. This feels unfair and poorly handled. Customer support has been unhelpful and slow to respond, and every step of the process has required me to follow up multiple times just to get basic updates. For a claim related to a straightforward neuter from February, the delays and confusion are unacceptable. I expected timely communication, clear document requests, and efficient processing—none of which happened. Pets Best needs to seriously improve transparency, response times, and communication with pet owners.
Insurer: Pets Best
By: Jorsan
Wish my human health insurance was this fast
My dog's had a lot of surprising health issues...all of which have been very expensive. Making big decisions about her health has been very stressful, but the one thing I never had to worry about was paying for it. Healthy Paws is so quick to reimburse me: the direct deposit frequently hits before the credit card charge. They're fast, reliable, and very helpful.
Insurer: Healthy Paws
By: Alyssa J
Adopted a dog from Anti-Cruelty of…
Adopted a dog from Anti-Cruelty of Chicago. At the tail end of the paperwork process, Ken comes in and makes a pitch for Fetch Pet Insurance. Cost quoted was $26. We said I'd like to think about it, he said no problem and he would send an email in case we decided to move forward that we could either contact him through or click a link. A couple of days later we decided to get the insurance and my wife said we never got an email from him. Tried to reach him for 2 days before he finally returned my call. Most of the time my calls went direct to voicemail. Seems he was busy and his phone had died. Said he'd sent an email but, would send it again. We verified the email was correct. Here we are a week later and still no email and he does not return calls. Most of the time, again, my calls go directly to voicemail as Ken has said he has frequently been too busy to charge his phone and it winds up dead. Imagine that. I've made two calls to Fetch customer service. Per their CSR, there should have been a quote in their system that generated off of the quote we had gotten from Ken. It should have been filed by the email Ken had for us. This shouldn't be a surprise at this point, there was no quote in the system. The first guy didn't give a damn but, would be happy to sell me a policy for the $42 I'd been quoted by their online system. The second guy seemed irate about our experience and was able to get the price down to $35. However, at this point I'm pretty well ticked off that Fetch's negligent employee is going to cost us $9 a month so I declined. He told me he would have a manager call me on Monday. This second call took place on Saturday. It's now Wednesday. I still haven't heard from a manager. Actually, at this point, I'm not expecting to. Ken was super nice in our interactions with him over the two days we were at the shelter looking at dogs. Apparently he doesn't understand the way sales jobs work or his part in the system. We think we will still buy a policy for this dog. We have already scratched Fetch off our list so the search will go quicker. The way we look at it, if they have this much of a problem before the sale, I can't even imagine how bad are they going to be when it comes time to reimburse for a bill.
Insurer: Fetch
By: McDee
Embrace has been very good to work…
Embrace has been very good to work with- They tell .me what I need to do and help me with the processing of my claims
Insurer: Embrace
By: SHIRLEY
Very easy process to file a claim and…
Very easy process to file a claim and very quick response.
Insurer: Spot
By: Sarah Mechling
Great customer service assistance over…
Great customer service assistance over the phone. A lot of good features online that can be completed on my own time without being on hold waiting for an agent to answer the phone.
Insurer: Sonnet
By: Rosalinda
Quick claims processing
I appreciate how quickly my claims are processed and reimbursed. I have had really great customer service, too. Overall very satisfied.
Insurer: MetLife
By: Jen Stephenson