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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Although Bernie was a healthy dog for…
Although Bernie was a healthy dog for many years, he became very ill in the last 6 months of his life. Healthy Paws responded quickly when I began making claims and always paid quickly and conveniently directly to my account. Website was easy to use (after the first time when I was figuring it out).
Insurer: Healthy Paws
By: Sue Stoll
Efficient, poactive and value for money
We have been paying our insurance for our cat for 8 years and never made a claim. Unfortunately in the last 3 months we have had $10k of vets bills. Healthy Paws have been incredibly efficient and response. Within 3 days of a $6k invoice it had been processed and was in my bank account with no questions asked! My only small issue is that you have to put your claims in within 90 days of the vet visit which I wasn’t aware of so I did miss out on one claim for last year.
Insurer: Healthy Paws
By: Callum Gordon
I like the kindness and courtesy.I…
I like the kindness and courtesy.I receive
Insurer: Prudent Pet
By: darrellwinfieldgmail.com
I wrote a prior review but I don’t see…
I wrote a prior review but I don’t see it coming up and it is a review every fur baby parent should see. I called Fetch for a quote and was greeted by a wonderful agent named Leah Leslie. She is so knowledgeable and caring. She takes the time to make you understand every aspect of the policy offered. They only allow 5 stars but this agent truly deserves 10. I received my quote and told her I still would like to shop around and will be back either way to let her know what I decide. I called several top rated companies and did not get the expert experience Leah gave me. I wanted to know as a pet parent, I would never have to say no to any tests or coverages needed for my baby but hope I never have to use it for other than shots and a spay. She has exceptional customer service ability and is an asset to this corporation making me feel valued and confident making the right choice going with her. Her abilities surpassed every agent I spoke to in the several companies I contacted. I hope she is appreciated by her superiors as I can say I am grateful to have met her. Thank you Fetch for having such a valuable asset to represent your company. Your new customer Charisse.
Insurer: Fetch
By: Charisse Torino
Overpayment Hassle
I submitted my pet’s prescription strength dog food and recommended supplements and they were approved by your staff. I continued to submit receipts since the products were approved by your staff. Then I receive a letter that there was an overpayment. I paid the amount in question. I then receive another letter; which, included the dates from the prior letter along with one additional date but the previous amount was already taken care of. Your company cashed the check. I called to explain the situation and was told it was being routed to the right person and I would get an email with the correct amount due. Weeks went by. Never got an email. I called numerous times and sent several emails explaining the situation. No one could do simple subtraction and confirm I only owed for the last date in question. I then received one final letter, called the company again, and finally got the situation resolved. It was a very lengthy, annoying process that was entirely your staff’s fault. I am not sure why the products were continuously approved. With all of the hassle you caused me it would have been nice if you just took the loss since it was your fault. Now I’m submitting receipts for items that are totally unrelated to preexisting conditions yet they keep getting denied. It is beyond frustrating.
Insurer: MetLife
By: customer
Spoke with Maddy and Cathy/Kathy
Spoke with two reps in the last week as I have many questions on my first ever claim to submit for my cat. I was hoping not to have to submit any claims for many years as I have fairly young cats, 5 and over 1. My 5 year old was diagnosed with crystals, so here I am about to submit my first ever claim. I want to express how wonderful Maddy and Cathy/ Kathy were on the call with me. Maddy helped me with additional questions I had and gave me great information when submitting a claim I was not aware of. She was fantastic and very professional and pleasant to talk with. Cathy/ Kathy I should've grabbed the spelling of her name, my apologies was just as amazing and helpful with my questions. She even put me on hold to make sure she was providing me with the correct information. Both reps were very kind and professional. It makes the process of the pet owner on the other side of it a more relaxed and have some relief they have this support. Thank you ladies for your great customer service.
Insurer: Prudent Pet
By: Customer
Eileen was very knowledgeable and made…
Eileen was very knowledgeable and made the process easy to sign up my pet Sherlock
Insurer: Fetch Canada
By: R greenhalgh
worthless
I'm so lucky my pets don't have preexisting conditions so I was able to switch off of this nightmare. Unable to contact them or get any kind of reimbursement. Haven't been able to log in for 3 months through the app or website. Instead only get errors. Waste of money.
Insurer: Pets Best
By: Patrick
Claim Denied Despite Vet Record Showing No Gingivitis
My dog required dental treatment, and I submitted a pre‑authorization request and supporting veterinary records. The claim was denied on the basis that the condition was “pre‑existing.” However, a March 7, 2025 veterinary record clearly documents: “Oral Cavity: Teeth are free from excessive tartar, no gingivitis present.” This is a clinical finding recorded during a hands‑on wellness exam. Despite this written medical record showing no gingivitis at that time, the insurer stated they contacted the veterinary clinic and were told that no oral exam was performed. When I contacted the clinic directly, they informed me they have no record of being contacted by the insurer and confirmed that the oral cavity findings in the chart reflect the veterinarian’s observations. I requested documentation from the insurer showing who they spoke with at the clinic, when the conversation occurred, and what was documented, since this alleged conversation contradicts the written medical record. The insurer declined to provide that information while continuing to rely on it to deny the claim. The insurer also took 9 days to provide an initial pre‑authorization response for a dental procedure involving extractions for active dental disease. I have now filed a formal complaint with the Washington State Office of the Insurance Commissioner regarding the claim handling and use of evidence in this denial.
Insurer: Prudent Pet
By: Sameez Charania