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.
76,258 total
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Prompt service
Prompt service, clear instructions, and great customer service when seeking clarity on how to file a claim.
Insurer: MetLife
By: Kristal Baker
I don't usually write reviews
I don't usually write reviews, but your company deserves FIVE starts! Your customer service, coverage and the quick payment of my claim surprised me. Thank you for being so compassionate with the loss of my Scooby. The cards you sent to me brought me comfort and relief to my heart. Again, thank you so much!!!!
Insurer: Spot
By: Alejandra Quintero
So Far, So Good
Email communication with MetLife is easy and responses are received on a timely basis. Chats are also quite good with company reps. polite and knowledgeable. Explanations of why MetLife is paying, or not, are usually easy to understand So far so good.
Insurer: MetLife
By: Riker
They listen to you when you talk to…
They listen to you when you talk to them about your claim or your pet. They explain things to you why something wasn’t covered. A very nice group of professional people to work with. If you need to discuss anything about a claim, refund or a payment they are happy to do so.
Insurer: MetLife
By: D.Lear
great experience
I had a great experience with the person I was speaking to . She was pleasant to speak to and was very helpful, also I would definitely recommend your company, you were right on top of my whole issue and was very much appreciated.
Insurer: MetLife
By: Richard and theresa Grace
If I could give MetLife Pet Insurance 0…
If I could give MetLife Pet Insurance 0 stars, I would. I submitted my claim on June 17 and, as of today, I’m still waiting for reimbursement. Instead of processing my claim, I’ve been given the runaround from the very beginning. The claims process has been incredibly frustrating. They repeatedly request documentation they already have, even after I’ve confirmed there is nothing else to submit. Every time they ask for duplicate information, my claim gets pushed to the back of the queue, causing unnecessary delays. I have four dogs insured through MetLife, so I’ve had multiple opportunities to experience their claims process, and it has consistently been difficult. The Claims Department doesn’t even speak directly with customers. There is no way to call them, discuss your claim, or get answers from the people actually making the decisions. Even when MetLife acknowledges that a delay or mistake is on their end, they still refuse to prioritize your claim or correct the situation in a meaningful way. Instead, you’re expected to wait while your claim goes right back into the normal queue. (Perfect example of quoting the policy) Customer service has been equally disappointing. Instead of listening or taking ownership when the issue is on their end, representatives simply quote policy language over and over. They refuse to escalate concerns, and every interaction feels robotic, with an attitude of, “It is what it is.” There is no accountability, no urgency, and no empathy. Pet insurance is something you rely on when your pets need care the most. Instead of reducing stress during a stressful time, MetLife has only added to it. Based on my experience, I cannot recommend this company. If I had known how difficult the claims process would be, I would have chosen a different pet insurance provider.
Insurer: MetLife
By: Randi
The person that helped me was very…
The person that helped me was very professional
Insurer: Nationwide
By: Richard Friedman
Not User Friendly
It’s a clunky and time - consuming process. I hate it and will not be using Pets Best again. Your claim numbers should reflect the claim amount. Your acknowledgment and follow up letters need more specificity.
Insurer: Pets Best
By: Leslie Charlesworth