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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Awesome Company
I’ll keep it short. Enrolled my boy at five months old, he’s now almost 7. In his short life he’s had two ER visits and a lifetime of asthma, requiring not-cheap meds. Healthy Paws has completely lived up to their promises. Of the $3300 I’ve put into ER visits I’ve gotten my covered 90% back without questions, and my boy’s asthma meds, which these days cost me $175 every two months, are 90% reimbursed after my deductible, again, no questions asked. The best part - I’ve not had a single claim take more than 24 hours to be approved and I get my direct deposited reimbursement the next day. After 6 years I’m so far ahead they’ll be in effect paying my premiums for another few years before they will sniff making a profit from me. Bad for them, good for me. I can’t describe how not worrying about the cost of vet visits for illness or injury is much less stressful knowing I’ve got these guys behind me. Having an unhappy critter is bad enough. These guys take the financial stress completely away.
Pets Best is the BEST!
Great service, thus far - no complaints, and we hope that it remains that way. Friendly, courteous, and knowledgeable reps., who seem to truly care about the needs of our baby, Lola. We look forward to a continued partnership with this company!
From Worried Dog Owner to Satisfied Customer
"I was worried when we brought our dog to the animal hospital and were told that he would need to stay overnight and have many expensive tests run. The estimates for treatment we were given were quite high. We submitted everything to PetsBest and we received reimbursement in less than a month. I am very satisfied with the process, ease of uploading documents, communication along the way, and speed of reimbursement. We were able to focus on our dog's health and not worry about the bills."
Insurer: Pets Best
By: Dana
Definitely recommend
I have been with Healthy paws as an insurance provider for both my dogs for over 5 years now. They have addressed every claim, processed every document in time and have reached out to check in whenever things out of the ordinary have happened. I appreciate that beyond the online forms and paperwork there are people who care and recognize you as a human trying to do the best for your fur babies!
Horrible company
I was transferred from 24 pet to Heartville they wanted to charge me$107. For an accident & illness policy. I was only paying $77. At 24pet for the same policy. I canceled my policy with both companies on January 3rd 2025. I even received a cancellation email from Heartville stating that they canceled my policy. On March 15,2025 they charged my bank account/ card for $107. For a policy that was cancelled several months ago. Even 24 pet confirmed that I had done this. With Hartville. Now they are telling me that they have no control over their refund process and wait 7 business days 3/25/25 is 7 business days & they still can’t tell me what is going on with my refund. IF my refund doesn’t show up 3/25/25 then they will SEE IF they can manually refund me but they are not positive. I have been with spot pet since January 3 2025 & I pay $77. For accident, illness & wellness policy. I would not recommend Hartville for your pet they over charge. They have no care that they are affecting people and their personal banking/cards causing other problems for those people. After the fact of being canceled several months prior. Even my personal family member who works in the insurance industry is completely surprised with Hartville behavior. I have also called 24 pet to inform them of how the situation of being transferred to Hartville is affecting people & suggested that they find a different provider to transfer any remaining costumers over to.
Insurer: Hartville
By: Jessie
Great claim processing and reimbursement experiences
My dog recently injured her leg and we had to take her to the vet. I didn't submit the claim right away because we were focused on helping her recover from her injury and I actually forgot about it. A couple of weeks later, I found the vet receipt and submitted my claim - within two weeks the claim was processed, and my reimbursement had already been deposited into my account. This is a consistent experience with claim processing, and Pets Best is the best pet insurance that we've had for our animals in the last 20 years.
Satisfaction
I am extremely satisfied with the ease and speed in which my claims have been processed. I have spoken highly about Pets Plus us to several people who own pets and recommend they consider your insurance. Kudos to everyone who’s been involved in helping me with my dog, Pepper.
Insurer: Pets Plus Us
By: Vicki
Great company
Absolutely love pets best. They are friendly, knowledgeable, and explain well. Prompt reimbursement. You Rock Pets Best!
Insurer: Pets Best
By: Beth
Claims filing
Pets Best makes it very easy to file a claim through the app. When I needed to speak to someone, they were very helpful, kind, and knowledgeable.
Embrace is a scam
In January of 2024 I got Embrace pet insurance for my dog, after he had knee surgery on his left knee. The policy stated that there would be a 6-month waiting period before any orthopedic claims could be made. They requested and received in February of 2024 my vet records clearly showing he had knee surgery. In February of 2025 my dog required surgery on his right knee, it was over the 6-month waiting period, so I submitted the invoice. After 5 weeks they said it was a preexisting condition and sent a list of other issues that would not be covered. At no point in the year since they had his medical records did they send me a note that his left leg had anything to do with his right leg. I bought the insurance for peace of mind - they should have said once they got his records what they considered a preexisting condition. I would have shopped elsewhere for insurance. This is not only poor business practice but fraudulent since they had the information about his left leg operation over a year ago.
Insurer: Embrace
By: Marsha