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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Pets Plus Us GREAT!
My Lab experienced a very bad tare of Cruciate Ligament. I was VERY HAPPY with Loyalist Orthopaedic in Belleville, Ontario for their care and surgery jag Receiver. Even more so on the service and insurance coverages I had with Pets Plus Us I’ve had since Jag was a puppy. I could have paid 1000’s more ths. I had to but the insurance paid off!! I’m a very grateful for all the representatives that helped. They are all very compassionate and understanding to your needs. Like they all were pet owners and were totally on your side with the whole process!!! Thanks. Steve C
Insurer: Pets Plus Us
By: Steve
The best thing we’ve ever done for our pets
Two standard poodles, insured since puppies and now 12 and 9. So many serious health problems and everything covered without question. No hassles, only help. Customer service is excellent - the work to make sure we get full coverage on every claim.
Insurer: Pets Plus Us
By: Virginia
Scam
They approved a claim last year but I didn’t have the money for the deductible so I held off. Now my claim was rejected for the same procedure. This is due to them saying it has to be treated within 3 months. Thanks “Tru” panion. Nothing “tru” about you!!
Insurer: Trupanion
By: Mary
Some technical difficulties but besides that very easy!
5 starts except that the last two claims I submitted had an unknown error on the website and they could not be submitted to I had to manually fill out a claim form and email it in. Which is super easy, just annoying to go through the online process for it to not work. Besides that ASPCA has been great and well worth it.
Insurer: ASPCA
By: Tessa
Met Life has been Amazing- Totally recommend them
I have had Met life for both my sibling dogs for 8 years and have had 0 trouble with getting my claims paid. Total transparency. When I have called with questions they have been super friendly and always explained things in a manner I totally understood and was ok with as per my policy that I picked. My premiums did go up and down per my use of them as insurance does remember. But I highly recommend this insurance company and will get them again when we get other dogs in the future.
Insurer: MetLife
By: Tracey
Claims are SLOW
MetLife will take up to a MONTH to process claims. And you can call in and try to get them to move faster; they will not. The service is not great. My advice is to go elsewhere.
Insurer: MetLife
By: LISA
Can't seem to expect much followup or professionalism
I purchased this plan through my employee benefits package at work. My cat had blood in her stool so we took her to the vet to be tested for Giardia and other parasites. After taking her to the vet, a claim was promptly submitted. The insurance was highly unresponsive. After what seemed a long time, I received an email from pets best stating that my claim process was delayed but with no specifics. They said nothing was needed on my part or they would reach out. Rather than finish the process, I received another email stating there was a delay and still nothing needed. A few days ago, I received an email stating the claim was denied because they didn't get info from my vet. So some guy in an office emailed and called a few times before throwing their hands up and giving up. That is unprofessional, and I will be looking into choosing another provider.
Insurer: Pets Best
By: Jared
Awful Experience with Pets Best
I submitted an accident claim for my cat who was urgently seen for ingesting something. Pets Best didn't bother communicating to me during processing and took over a month to deny the claim. I even called customer service to ask what was taking so long and they indicated they needed ALL my cats records from the last year, despite me already uploading the SOAP notes. If I hadn't called i would have never known. I'm a new customer and not at all pleased with how they conduct their business. Poor customer service and they don't pay what you are covered for.
Insurer: Pets Best
By: Ellen
Refused Claim
Our 3 month old puppy had an episode of a possible seizure. The vet could not be sure what happened, but we thought we were going to lose her. The vet put her on an IV, gave her oxygen, did a blood test and dexamethazone injection. She stayed at the vet for 4 hours and she recovered. The cost totaled $578.85. We filed an insurance claim with Trupanion and provided the vet invoice along with the blood test analysis. Trupanion requested vet notes. We provided what notes existed and Trupanion denied the claim, they felt what was provided was not sufficient. I then called Trupanion to cancel the insurance. They extended my monthly payment due date to resolve the issue. Never heard from them and the extension passed and they charged me another month premium. I called again, for the fourth time and demanded they cancel the policy as they continued to try to stretch it out. Trupanion is unethical and not a business I would ever do business with. This was a totally legitimate claim and they kept saying they needed vet notes which I repeatedly told them they didn't exist. It is just their way of denying the claim.
Insurer: Trupanion
By: Ray
Don’t bother with MetLife pet insurance
I submitted a claim 3 weeks ago and they finally just got back to me today and denied my claim. My dog got started on a medication while on the insurance for joint pain. I tried to submit it to get some money back as it is an expensive medication. They denied it because the pet had to of had pain prior to that visit. Anything prior to that visit wasn’t covered under my insurance then it had to be a pre existing condition. So they won’t pay for the pills because they are just assuming she was in pain prior to that visit. Pretty shady if you ask me. Because I just started noticing that day she was walking weird. But I guess they can assume anything to get out of paying of course. Oh if you want to submit an appeal to get the claim reprocessed again, you have to have your vet fill out the form and send it back to the insurance company. Idk about you but I live in a very rural location and my vet covers 3 different small towns. So for him to take time out of his day to just fill out a form that will probably get denied again is a waist of his time and mine. Also got told on the phone by customer service claims (as an example) - explained that a ACL tear also can be counted as a chronic pre existing condition because the muscle can break down over time. There for that would have started before insurance. So they are really weaseling through the fine print. Sad to say health insurance insurance is better than this and that ain’t saying much.
Insurer: MetLife
By: Sue