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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I just had a traumatic emergency…
I just had a traumatic emergency situation and lack of care options which meant traveling to vets 2 and then 4 hours from home, unfortunately ending with euthanizing my beloved cat. Even though he was 16, I found the annual limit of 10K reimbursement very affordable at only $75 per month with a discount for having two older kitties (the other one is 17!). My only complaint is that the website is not user friendly and you tend to get little information on any page and unclear tabs. Don't feel you need to dumb it down, SPOT, we can handle more than 2 items on a page. Also, sometimes the "We need this document within three days" messages are stressful when you are going through things with your pet. My practices have not been uploading their documentation, so perhaps another or a different way of communicating with them to encourage them to upload the documents would be better to get them on board. Maybe the email to them goes to spam? Use the client's or patient's first name or something in the subject. Overall, though, I have been very happy to see those direct deposits hit my bank account with the reimbursements! It's a great tool when paired with Cherry or Care Credit so you can pay for things in the moment and then pay it down massively after receiving your payment, with only the deductible and the non-covered percent to pay on your own within the time period, in my case 6 months interest-free. I recommended SPOT to my family over a recent family birthday. It was a big comfort to me as I faced this huge loss and steep vet bills.
Insurer: Spot
By: Susan
Just horrible. I'll never recommend this company again.
I was a Pets Best customer for 4 years and insured two dogs. I paid over $100 per month and, despite paying thousands in premiums over the years, I often found reimbursements much lower than expected after deductibles, copays, and exclusions. My policy was canceled due to a missed payment. The moment I realized what happened, I called and offered to pay the balance in full and bring the account current. Instead of working with a loyal, long-term customer, Pets Best denied my reinstatement request. I spent hours on the phone with Yvonne from the Escalations Department and a supervisor named Lisa. Both were dismissive and repeatedly told me there was nothing they could do. At one point I was told they "can't just reinstate the policy because they feel bad for me," which was incredibly insulting after paying premiums for two dogs for four years. What was most upsetting was being told my dog was considered a "red flag pet" because of his medical history. My dog is not a chronically ill dog. He had a foreign body surgery after eating something he shouldn't have and gets occasional hot spots. After paying premiums for years while these issues were covered, I was essentially told those same issues were now being used against me when requesting reinstatement. I was also told the decision was made by an internal team that does not speak with customers. No one could transfer me to the people who made the decision. I received conflicting explanations involving underwriting, an internal review team, payment history, and my dog being a "red flag pet." No one could provide a clear, consistent explanation of who actually made the decision or why. After 4 years as a customer, I expected better treatment, better communication, and at least some consideration of my history with the company. Instead, I was treated like a nuisance, given the runaround, and told there was nothing anyone could do. If you're considering Pets Best, understand that a single missed payment can cost you years of coverage history, and don't expect much transparency if you try to appeal the decision.
Insurer: Pets Best
By: christine corleto
It was very easy to submit a claim and…
It was very easy to submit a claim and I received a very quick response explaining the coverage for that particular invoice
Insurer: Trupanion
By: ANN
Elaine was very helpful in assisting…
Elaine was very helpful in assisting with cleanup of a renewal for one of our two dogs. Policies have different terms and thus different renewal dates. Very easy to business w/ Nationwide.
Insurer: Nationwide
By: David L
I’ve been with you since Harley was…
I’ve been with you since Harley was three months old. You’ve got a great job every time you pay me back exactly and what I’m deserving of and excellent service and quick and fast.
Insurer: Healthy Paws
By: Cindy
Okay, but not great 🤷
We've been with Spot for over 2 years and had other pet insurers previously. We switched because of a discount provided through an employer. What we like about Spot is that they have an easy claims process that you can complete through the app with 3 questions (type of service, full invoice amount, upload documents). There is no notes/details box so you truly need a fully itemized invoice that spells everything out for them. Customer service is friendly, but not always helpful as they don't re-review claims or accept appeals, only re-iterate what is seen on the documents you provided and go over what the EOB says, and the 800 number is the only avenue to contact them. They allegedly have vet reviewers for claims, but have fully missed "keyscreen" as a fecal test (quick search engine query of 'vet keyscreen' shows this) and don't itemize their reimbursements so you need to know your coverage to double check the math. The preventive care reimbursement annual limit amounts are a joke. You're likely better off paying out of pocket for those services and saving the additional premium $ Overall, the general coverage/reimbursement system does what it needs to and is usually frustration free, they offer several coverage options, easy navigation of the app and direct deposit of payments, and tends to be on the cheaper side for premiums compared to comparable coverage with other pet insurers. However, we would not have made the change to or stuck with Spot without the employer discount, find the preventive care options to be lacking in both coverage and reimbursement amounts, and have considered switching back to a previous pet insurer because of quality of customer service/hassle with missed things on claims.
Insurer: Spot
By: Kole White
Thank You, Aileen!!!
Customer Service Agent Aileen made it so comfortable and easy to return to Fetch for Sébastien and Buffy, after a terrible experience with Lemonade Pet Insurance. She answered every question and concern. I regret that I didn't trust my wonderful experience my first year with Fetch, when I experienced such ease and clarity with filing claims. Thank you, Aileen, for welcoming us back!! Love, Nick, Gail, Sébastien, and Buffy Kunish XXOO
Insurer: Fetch
By: GAIL
Just the best
Just the best. It’s an investment in your pet. When my dog developed a seizure disorder Trupanion covered 90% of everything after the one time deductible. Spectacular. Customer service is old fashioned. Real human beings who pick up the phone right away and actually handle your issue in the moment. When we got our new dog, despite all the new pet insurance companies that have sprung up since we first got coverage for our old dog 13 years ago, we went with Trupanion again. They’re reliable and everyone I ever spoke with over 13 years was kind. They’re doing work they love for the pets they love.
Insurer: Trupanion
By: Christine
Aileen Andino was excellent
Aileen Andino was excellent. She made everything clear about what to expect with my insurance. Great customer service.
Insurer: Fetch
By: Lawon dees