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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Easy Process During a Difficult Time
Unfortunately my amazing Greyhound passed away just short of his sixth birthday. He was hospitalized for three days and the amazing team at the animal hospital did all they could to save him. I had insurance on Sully for just this type of situation. Without insurance, I would have had to make a difficult decision about continuing care due to the cost. I was concerned that due to the large claim, the insurance process would be drawn out and complicated. I was wrong. I uploaded all of Sully's medical records and billing information into the Pets Best online platform. All the claims were paid without any further questions. It was great to not have to go through a long, difficult claims process during a very difficult time. Thank you so much!
Don’t think about any other company! 5 stars !!!
My 4 year old dog was diagnosed with cancer. Pets plus us has been there with us through every step. I wouldn’t have been able to keep my baby boy alive if it wasn’t for pets plus us. I can thank them enough for being such a remarkable and caring company. I will forever be a loyal client.
Insurer: Pets Plus Us
By: Aron
Pets Best humans great, machine recognition not so much
On last claim euthanize was listed as a non-covered food by the computer. I have experienced similar recognition with other claims. However, once I talk to the Pets Best humans, everything is great. Folks are friendly, competent and the nonsense is fixed immediately. Of special note is phone answering times- they have gone down by 90% in the past year. All I need is a box on the claim forms: "HUMAN PROCESSING ONLY". Apart from mechanical recognition issues, I am very pleased with Pets Best and all our Dobermans have been covered by them for some time."
Highly recommend Pets Best
I have been a customer of Pets Best since 2022 and have coverage for my dog, Queso. I had never filed a claim prior to this one and since it was my first time, I was nervous the process would be difficult and worried if the claim would be approved. Queso had torn his ACL and required surgery which was of course quite expensive. Thankfully, the claims process was incredibly easy, Pets Best approved the claim, and I was quickly reimbursed. The experience was fantastic and this is the exact reason why I have had coverage for Queso for many years: for a major unforeseen medical event/injury. I will always be a Pets Best customer as long as I have pets and have recommended Pets Best to many people because of this experience.
Absolute scam!
It’s an absolute scam!!! We submitted a claim for my dog that was in the animal hospital for 10 days due to Addisons. She wasn’t diagnosed with it before our claim on 7/22 before. My dog went to the vet in January,( 6 months) before because she had gastritis. They saw she was vomiting and elevated pancreatic enzymes and denied our claim due to related symptoms. My dog received a bad batch of dog food, was even tested and came back with issues, totally unrelated to Addisons. I guess my dog can never vomit again at the animal hospital or whatever she has will be denied. Do not get pet insurance through these crooks!!!
Insurer: Lemonade
By: Justin
don't use these folks
this company was great when I first started using them. now they are getting greedy and increasing my premium over 20% more than the year prior. when I try to sign up a new pet with this company the rate is the same as what I am currently paying. They are arbitrarily raising my premium with no cause. They have been extremely slow to reply when reaching out for additional explanations. Look elsewhere for a pet insurance company.
Insurer: Pets Best
By: brad
Spot Pet Insurance Policy is Throwing Money in the Ocean
I purchased insurance from Spot Insurance based on good reviews I saw online after my former pet insurance stopped underwriting my type of policy in Florida. Every illness claim has been rejected as pre-existing conditions. Examples: My pet had a corneal ulcer in one of his eyes prior to my policy. He later had a corneal ulcer in the OPPOSITE eye. To Spot Insurance, this was pre-existing (I did appeal it but their customer service did not reach out.) Another example--my dog has had a valve heart murmur for year. It is completely stable and does not require any treatment. He recently developed a completely different heart condition. I specifically asked my veterinarian if it was related to the valve murmur. She said not at all. You guessed it. To Spot Pet Insurance it is pre-existing. I'm so disappointed in this company and would not recommend them to anyone. Save your money! You can use it to pay for all the conditions that Spot wouldn't cover anyway.
Would never recommend Embrace
Not many regrets in life, but using Embrace is one of them. Since my dog had a bit of food intolerance/allergy when he was little they’ve claimed anything gastrointestinal is a pre-existing condition that they won’t cover. Now faced with the prospect of stomach cancer at age 10 and Embrace won’t even consider scans as something that would qualify. Paid thousands to this company over the years and have never had a single cent back. My vet is even shocked about what they are claiming and using as an excuse.
Small puppy with a large tumour
What we thought was a possible UTI ended up being a tumour in her chest, taking up about 1/3 of her chest. Truly unclear as to what was going on, additional blood work was recommended and x-rays at our regular vet. Based on what was scene on the x-ray, our vet wanted us to see a specialty vet; however, getting into a specialist vet was extremely difficult - with appointments booked 2 months out - this was disheartening, stressful and frustrating. With the difficulty getting into a specialty vet, our vet recommended we head over to the emergency vet that same day, they would call the emergency vet and send over her file with x-rays. So that is what we did. The emergency vet was wonderful. They were also surprised to see what was on the x-ray, like everyone else. Her tumour is large for a dog her size and age (only 4.5 yrs old). Unclear of how long this tumour has been growing, if it has spread - which it appears to have on the x-ray, and uncertain if biopsying the tumour was even an option due to size, our options are hard options right now. She is happy, playful, wags her tail and is excited to see you, not showing any signs of pain or discomfort, she eats what and when she wants to eat. We are enjoying each and every day with her right now. Pets Best handled all of our claims as quickly as they could, they were coming in fast. Pets Best team was probably wondering what was going on and needing to get more information from both vet offices - as we didn't have a specific diagnosis. Some out of pocket expense went towards the deductible but I am pleasantly surprised to see how much we are receiving back. Pets Best insurance has been wonderful. Thank you.
Do Not Recommend Metlife Pet Insurance
Would prefer to give them a negative star at this point. As someone who had Nationwide previously and was "Fortunate" (SARCASM x 100). enough to switch over to Metlife under the circumstances I wish I would have done some more research. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan. I have only had them for 5 months now and it has been far from a good experience. They take forever to reimburse claims even if its something they have already covered previously. When you submit a claim it states that it will be processed in 5-10 days which is false. It takes anywhere from 15-30 days for a claim to be reimbursed. Their customer service is very unhelpful and very dismissive. I submitted a claim on 7/10 and got reimbursed incorrectly on 7/11 "due to a system failure." I called on 7/14 when I looked at the App and noticed the discrepancies on the reimbursement. I was told I shouldn't have even been reimbursed yet and that nobody else that submitted claims that day have been reviewed yet. She told me it would be reviewed by claims and get fixed within 3-5 days. I called back again after a few days and got some other lady who told me the same BS they tell everyone else "Claims take 5-10 business days but could take up to 30 days per our policy" couldn't give me an update just that it was sent back to claims for review. After 17 days go by I call back again and get the same BS answer above and no resolution. Mind you they have already reimbursed me previously for the same medication so why it takes this long to get reimbursed again is ridiculous. As of 8/5 I still have received no update or reimbursement on the claim. 8/8 ended up calling again as I still have received no resolution for Metlifes screw up on my claim. Talked to another gal in customer service who informed me that last 3 other times I called nothing had been pushed forward so she pushed it through. Told me its going to take 3-5 days to review again. We are on 20 days now of a unresolved claim issue due to their system. And now I have to wait again another "3-5 days." I ended up calling back and talking to a manager who pushed it through to claims and expediated the process which still took another 4 additional days, almost 25 days and I finally got my $40 dollar resolution due to their screw up.... Also, just a forewarning to anyone needing a thousands of dollars procedure done per the vet... they do not provide pre-authorizations or approvals. They expect you to go forward with the procedure, submit the claim and risk essentially not being reimbursed for that said procedure. It looks like from other reviews that I am reading it is pretty common for them to essentially make it impossible to get reimbursed for procedures that are thousands of dollars, they make an excuse not to reimburse, or take the full 30 days if not longer to reimburse their customers. ANOTHER UPDATE: 8/14 called again which feels like the millionth time. 23 days later and still not reimbursed for a claim submitted in July. For how much I pay a month its ridiculous its taking this long to get reimbursed... so forewarning its taking 10+ days to get reimbursed for a simple claim anything complex expect the full almost 30. Unbelievable. Make sure you have money set aside as backup. further review there was dis
Insurer: MetLife
By: "Anonymous"