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.
75,511 total
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Paid Only After Pressure – Serious Concerns About Practices
I’ve been an Embrace customer for a couple of years, and my recent experience was eye-opening. When my dog needed urgent spinal surgery, the company initially denied basic diagnostic claims. They pointed to a temporary limp from hard play 18 months ago as a chronic spinal condition. The worst part is they added that condition after providing me a complete medical history that had no orthopedic pre existing conditions. They denied the claims then added the pre existing condition. Only after I escalated to executives, filed complaints with the Georgia Department of Insurance and the NAIC, and involved USAA (who recommended them) did they reverse course and eventually approve over $9,000 in claims. Along the way I documented: • Post-claim underwriting – adding new “pre-existing” items after issuing a clean medical history. • Burden-shifting – language in their policy that tries to make customers prove a negative before coverage is restored. • Misrepresentation of a medical record – statements about when they received my vet’s files don’t match the written evidence. • Overbroad exclusions – attempting to block all future skin conditions based on two benign bumps. Yes, they ultimately paid, but only after weeks of pressure. I’ve submitted formal complaints to regulators so they can evaluate whether these practices meet Georgia’s insurance-standards. Pet owners deserve straight dealing, not shifting explanations after you’ve already paid for care. I will be looking for a new provider for my younger dog.
Insurer: Embrace
By: Ed Dombrowski
Very user friendly and quick response.
Very user friendly and quick response.
Insurer: Spot
By: Monica Maha
PetsBest has been great
PetsBest has been great! We have a dog that ended up having some medical issues and without insurance, we would. It have been able to continue caring for her. They consider all claims and reimburse in a timely manner.
Insurer: Pets Best
By: H Doe
I enrolled a new cat
I enrolled a new cat, my family, and added a plan. Long story short I received some emails and I had a lot of questions concerning how I and what process I had to go through in order to get insurance. I called several times and I kept getting a lady that did not speak English well and any question that I had. I’m sure she was reading from a manual on what she should answer. I follow spot on TikTok and sent a message and I did get a call back and the issue got taken care of. I have been a customer for I’m sure at least two years with one cat I added you guys because I feel safe with my cat having you as insurance.
Insurer: Spot
By: Monica Bruns
I am very happy and pleased.
I am very happy and pleased with Spot Pet Insurance as customer service is patient and answers questions with confidence and respect. The service is fast and the website is friendly to user. It is refreshing to be treated with kindness and civility. Thank you!
Insurer: Spot
By: Eileen
We can always count on VCA to provide…
We can always count on VCA to provide the best care for our dog, Sadie, and to help when we ask for it.
Insurer: Embrace
By: Barbara
Pets best has always been with us in…
Pets best has always been with us in difficult times when we needed support with the expensive vet bills. We feel safe having it, knowing we are supported while struggling with medical issues with our pup when needed, thank you!
Insurer: Pets Best
By: Natalia P