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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Terrible customer service, great at avoiding paying claims
I purchased Fetch insurance for my puppy a few months ago. After four or five days of repeated vomiting, I took him in to see a vet. I submitted all the paperwork and a claim online. I was told that because I did not have two years history on my six month old puppy, they could not process my claim. They do not have a customer service number to call, and their chat feature is merely a bot. There is literally no way to get a hold of them. Do not purchase this insurance.
Insurer: Fetch Canada
By: Steven
Don’t waste your money
I have been with this insurance for 8.5 years. When it was still Pet Plan, I would have recommended it to all pet owners.. in fact I did. Now that it’s Fetch, run as fast as you can and don’t waste your money. The approval or pre-approval process is painful. It takes a ridiculous amount of time to receive anything back. The prices are also atrocious. We have two dogs with this company and the premiums on each dog have almost doubled in the past year. Lastly, my Yorkie has been denied any coverage for a periodontal disease claim. I submitted a dental extraction surgery claim because she has teeth on one side of her mouth that are bothering her and causing her not to eat on that side. This has been a problem before and the two previous surgeries were approved by Pet Plan. Big surprise, Fetch denied this entire claim. Stating it’s “routine” and “preventive care”. My advice for anyone working with Fetch is allow a few of your teeth to rot to the point that you need them extracted and then continue to live with it because your insurance denied you the care that you need. I pay $2000 a year just for my Yorkie to have insurance (which continues to inflate every year). I’m cancelling both dogs plans from this fraudulent company and will just pay out of pocket. If I would’ve done that sooner, I would’ve saved money considering her surgery was only $1500.
Insurer: Fetch
By: Rebecca
Don’t waste your money
I have been with this insurance for 8.5 years. When it was still Pet Plan, I would have recommended it to all pet owners.. in fact I did. Now that it’s Fetch, run as fast as you can and don’t waste your money. The approval or pre-approval process is painful. It takes a ridiculous amount of time to receive anything back. The prices are also atrocious. We have two dogs with this company and the premiums on each dog have almost doubled in the past year. Lastly, my Yorkie has been denied any coverage for a periodontal disease claim. I submitted a dental extraction surgery claim because she has teeth on one side of her mouth that are bothering her and causing her not to eat on that side. This has been a problem before and the two previous surgeries were approved by Pet Plan. Big surprise, Fetch denied this entire claim. Stating it’s “routine” and “preventive care”. My advice for anyone working with Fetch is allow a few of your teeth to rot to the point that you need them extracted and then continue to live with it because your insurance denied you the care that you need. I pay $2000 a year just for my Yorkie to have insurance (which continues to inflate every year). I’m cancelling both dogs plans from this fraudulent company and will just pay out of pocket. If I would’ve done that sooner, I would’ve saved money considering her surgery was only $1500.
Insurer: Fetch Canada
By: Rebecca
Grateful for excellent pet insurance
Boudreaux, 3 1/2 years old, is our 5th golden retriever over the past 40 years. We never purchased pet insurance before this one. The reason, our previous golden developed osteosarcoma at age 8 and required hospitalization and an amputation - very expensive and heartbreaking. He died 6 months later - way too young. We got Boudreaux as a pup and signed him up for Healthy Paws Pet Insurance. When he was about 4 months old, he developed a bowel obstruction from eating kelp during a trip to the beach. He required emergency surgery which saved his life. The Healthy Paws online claim process was efficient and clearly delineated. Just 3 weeks ago he became lethargic and developed a fever. Turns out, despite being on Simparica, he had anaplasmosis, a tick-borne disease that caused his platelet count to drop precipitously to life-threatening levels. Because we had insurance, we didn't hesitate to take him in, and good thing we did when we did. He was accurately diagnosed and responded promptly to treatment. Again - Healthy Paws came through. We received a check in the mail just 5 days after the claim was submitted online. Not only that, but we received an email inquiring about his health. We couldn't be more pleased. We highly recommend not only having pet insurance for your beloved pet, but using Healthy Paws. Without insurance, we might have waited too long to take our boy in.
Insurer: Healthy Paws
By: Clement
Fast and easy.
Easy process.
Insurer: Trupanion Canada
By: Clayton
All my questions were answered promptly and professionally!
All my questions were answered promptly and professionally! Very friendly over the phone!
Insurer: Trupanion
By: Shawn
I would use
Because when I initially went online to do it, it was a little confusing. Wondering if it really worked. Bit when I called to continue coverage the person I spoke with then was great.
Insurer: Trupanion
By: Cindy
Ease of using your website and help from your consultant.
Ease of using your website and help from your consultant.
Insurer: Trupanion
By: Margaret