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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Legitimate Claims Denied and No Process to Dispute or Reconsider
Pets Bests denied a legitimate claim for coverage on the basis that it was a pre-existing condition. It was not. The website offers no ability to dispute a denial and erroneous explanation of benefits. Individuals are directed to call a customer service phone number that is not answered by anyone, even AI. Instead, a text message is sent instructing you to go to the website, or call the same customer service number that is not answered. You are placed in a loop that appears designed to frustrate individuals and avoid responding to inquiries. Pets Best provides no ability to dispute a claim and offer no actual customer service. This is contrary to insurance industries standards.
Insurer: Pets Best
By: Denise
Life Saving!
My two dogs have been insured with Healthy Paws for 9 years now. We waivered on getting pet insurance until a family member went through a major medical event with their pup. They also had Healthy Paws, and when we saw they had $9k in vet bills in one month to save their baby, we were sold on it. Between both of our large dogs, we have been through multiple surgeries for various reasons. I don't think there has been a year gone by that at least one of our dogs didn't meet the deductible! We had root canals for injuries, emergency visits, one tendon repair, bone fusion, cancer removal, cancer treatment, amputation, splenectomy, and other issues. We sadly had to let one of our boys go this year. We forgot to submit the last claim for months. They let us submit well after his passing. We know how agonizing it would be to have to choose between the health of your furry baby and paying the mortgage. It's not cheap, but the plan we chose has worked well for us! We have NEVER had an issue with reimbursement. Claims are easy to file and promptly processed and directly deposited. The fine print isn't too fine. You know what you're getting. There was ONE instance the charges on my bill were not properly labeled, and all I had to do was resubmit with an explanation. I'm thankful for the referral. Our big boys have received the best possible care because of pet insurance.
Insurer: Healthy Paws
By: Charlynne
Cat claim
This was the worst experience I’ve had I had two bad experiences with both of my pets this company lacks communication and info for customers after 6 months paying premiums input claim in they called told me they had to cancel my policy I’m so upset frustrated after talking to numerous people I was still left very unsatisfied and furious !!!
Insurer: Pets Plus Us
By: Teresa
A Lifesaver!
I cannot praise this company enough. I never imagined having two puppies with major issues arise in their first year of life. One of them has an autoimmune issue that has resulted in several ER and specialist visits. Pets Best covered everything as promised. The other puppy fractured both of her front legs, then managed to somehow rebreak one of them. The one that rebroke turned into complication after complication. Pets Best has covered more than I ever imagined. Surgery after surgery, ER visits and follow ups with the specialist and rehab vet. Medications have also been covered. I'm beyond grateful for Pets Best for taking the financial stress out of caring for these little dogs that have had so many problems. The claims are processed in a timely manner always within the time frame promised at the time the claim is submitted. I couldn't be happier with our experiences so far. I recommend Pets Best to everyone that has a pet.
Insurer: Pets Best
By: Mary
Never Had an Issue with Pets Best
They are a good, responsive group. I had a few instances of working with a customer service agent on the phone and they quickly resolved my issue. Claim filing is easy, the benefits are explained and reimbursement is quick. Only con is that they are expensive, but I did the top tier plan, which is worth it, especially if you have a senior dog.
Insurer: Pets Best
By: Trish
Definitely not happy
I've had pet insurance since my dogs were puppies. I switched to metlife because my husband got a discount through his work. I had healthy paws, and they were great! Metlife? I feel scammed. I filed a claim back in Feb of this year and the bill went towards the deductible. Now, I filed a new claim, and again, this bill went towards the deductible? How and why? I've emailed them asking them, but I get no responses. About to call them, but I'm sure I'll get the run around. So far, in definitely not happy with this company.
Insurer: MetLife
By: Michael
No problems with older dog surgery approved
They were fast with pre approval for the surgery to remove a growth … thankyou
Insurer: Peppermint
By: And
14 years of excellent coverage and care
I've been using them for 14 years (started with PC Financial Pet Insurance) and have had my two pups fully insured (lost one 4 years ago). I can't say what things are like for new members regarding pricing, but I have been very happy with the customer service the very few times needed (maybe 3 times in 14 years?) and the fees. I've been tracking everything since August 2020 and for my one pup (senior years, my pup is now over 16 :) rounded down: Amount paid in vet bills: ~$31000.00 Amount Eligible: ~$27000.00 Co-pay: ~$6000.00 Deductible: $2000.00 Amount refunded: ~$19000.00 Absolutely worth every penny. She is relatively healthy and happy, still has most of her teeth, can see and hear just fine, (too healthy) of an appetite - I fully believe it's because I've been able to give her all the healthcare she's needed because I've had thus insurance. The only reason for 4/5 stars is there is no direct billing which would make things a lot easier to manage, but no regrets, and I recommend (ANY pet insurance at the least!) but this has been good to me.
Insurer: Pets Plus Us
By: L
Difficult company to deal with
I have submitted claims for my cat's meds in the past and was reimbursed. Now they are saying it is predisposed and they will not pay me. Also they are becoming a lot more strict and time consuming on claims.
Insurer: MetLife
By: CAROL