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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Claims process after devastating cancer onset
I insured 4 cats and 1 dog about 18 months ago. I went with Pets Best bc they had the best coverage for the price. My first claims process was not great in claiming the wellness plan benefits, and I considered switching, but because the coverage options, I decided to stick it out. My second and third were satisfactory and met promised timelines. My recent claim is the reason I will never switch. My cat had a very sudden and devastating onset of lymphoma. I insured him around the age of 6, and he didn’t have pet records. He needed such expensive diagnostics and immediate treatment for a chance to save him. I racked up 5K of bills in a week, and was only able to do so bc I had insurance. Still, in the back of my mind as a single mom, with every swipe of my card, I was worried about not being reimbursed. There were separate claims from several clinics due to his needs all over about a week. I’m not sure if it was the nature of the claim or just all-around great service, but the claim was closed out well ahead of guidelines and funds released. There were NO surprises, and I got exactly what I had anticipated. There was no fuss. I submitted my claim in two minutes. This gave me to the peace of mind I needed to continue to seek expensive treatment without worry and focus on my cat and my children working through this devastating news. Without such ease of care and this service, I would not have been able to try expensive treatment that had a 50/50 shot of working. I cannot recommend them enough. Every business is bound to have mistakes here and there. Even with the first claim, all the expensive and diagnostic illness type claims were covered as anticipated. This process gives me permanent peace of mind for my pets and my family.
Insurer: Pets Best
By: Diana
Used first day I picked up my dog
Picked up my puppy and on my way home he had a coughing spell so we stopped at the hospital. I had activated my coverage the day before we got him and couldn't believe it was able to help us. The representatives were very kind and supportive and walked me through the process. All is fine now and it is such a relief to know that there is so many caring and kind people in this organization who helped me through the paperwork. Great service and I plan on keeping this policy. Never had insurance on my dogs before. I will now.
Insurer: Trupanion
By: Linda
Excellent service
I have used Met Life Pet Insurance for 2 years. I have been extremely satisfied with the company. This past claim was processed within a week. All claims for my 3 dogs have been accepted and reimbursed. I highly recommend this company.
Insurer: MetLife
By: Helene
Honest Pet Insurance
We started with Healthy Paws pet insurance when out dog was a puppy thinking it would be good for the future. The company paid some small claims for minor injuries over the past few years. But this year she had two surgeries. There was a tumor in her sinus they thought was cancer. Turns out it is benign and they removed it. I thought the insurance would be cancelled after they paid for the first operation, but they did not. They they paid for the second! Wonderful. So nice to have a company stand by their insurance policies. I recommend them to everyone!!!
Insurer: Healthy Paws
By: Don
If only human health insurance worked this well
I have been with Healthy Paws for 7+ years, and any time I have filed a claim, it has been handled efficiently and accurately. I just files two claims about 2 weeks apart, one large one for an emergency surgery. In both cases I received my EOB in 2 days after submitting the claim and the reimbursement in 1 week after filing. I wish human health insurance operated as well. It really was a weight off my mind during a stressful situation with my pet.
Insurer: Healthy Paws
By: Jennifer
Thankful for Pet Insurance
We have had Atlas since he was a puppy. When he was about 6 months old he started showing signs of allergies. Pets Plus Us has been there with us and helped us through all of these struggles. It is safe to say if we didn't have pet insurance we would have a very different experience for Atlas. He is generally managed but has flare ups throughout the year. I am so thankful for having our insurance.
Insurer: Pets Plus Us
By: Nikki
Long processing time
It took over 5 weeks to process my claim. It was a simple claim (injury with imaging diagnostics - x-rays and diagnostic u; ultrasound), and I submitted all the medical records when I filed it (no additional documentation was required). I used to have Embrace, and my claims were processed within 7 days, and I received my check within 2 weeks of filing the claim.
Insurer: Pets Best
By: Yuko
Never go without a pet insurance
My dog is 14 years old now. Not a very healthy one. Lots of health issues when he was one year old. So glad I make the right decision to buy a Pet Insurance from Trupanion Canada the day I bought my dog. My claims were never declined and reimbursement was very quick each time. Customer representative is always sympathetic, caring and knowledgeable when calling them. Without a pet insurance, I definitely will not be able to afford the huge vet bills through all these years and my dog’s health being taken care of. My daughter has her pet insurance through Trupanion.
Insurer: Trupanion Canada
By: Susanna
They've been good to us overall
Overall, claims are easy to submit, payment is easy and it's a life saver when it covers what you need. Claim speed varies directly with the claim amount. The more the reimbursement is, the longer we've had to wait. Customer service is helpful and courteous, within the guidelines they have to follow. What is frustrating is that there isn't clear I dication of what will or will not be covered. There's no way to get preauthorization to know what will be covered in advance of treatment. It's a submit and hope for the best situation. It's worked out for us so far for the most part, but it is certainly stressful that its an unknown as far as what will happen with the claim. If they added the capability for preauthorization to know what the outcome will be ahead of treatment, my review would be 5 stars.
Insurer: Pets Best
By: Gerald
Always amazing
Pets Plus Us is an amazing insurance company. I love that the premium will remain the same for the length of my pet's life. Every interaction with staff has been great, they are knowledgeable and friendly. No issue getting claims covered, and no breed or condition discrimination. I recommend them to everyone!
Insurer: Pets Plus Us
By: Mackenzie