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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Not happy with Trupanion
Not happy with Trupanion at all. I just got a new dog and decided to try the free one month trial Trupanion offers after my vet check. They took an entire week to get back to me to let me know the pending approval was refused. I don't know why it took a week for them to figure out they were not going to cover me. Their reason was because the itching my dog has is considered a preexisting condition because I brought him in a few days earlier for a dermatitis issue and they say its the same thing. I just got this dog and brought him in for a general wellness check and saw that he had a discolouration on his back leg. He was not itching it or anything, was just something I noticed with his white fur and I had just rescued him from the humane society as he came from a puppy mill. He came to me with this so thought I would bring it up to the vet. Then a few days later, I came back to the vet for recheck to make sure everything is fine and noticed that over the next few days he started scratching his body a lot so I was thinking he had allergies. A totally separate issue. When I tried to use the insurance I was under to get the allergy medication, they took forever to get back to me and then declined so it just feels like they were trying to find any loop hole or reason to not cover me because I was on a free trial and not paying them. I will not be continuing with this insurance as they have lost my trust due to this experience over my trial period.
Insurer: Trupanion Canada
By: Natasha
THANK YOU HEALTHY PAWS!
Words can't express how grateful I am for your kind words checking in and most importantly Phoebe's insurance policy. She is the first dog I have ever decided to "insure" and I have rarely really needed any large amount to cover expenses, but this most recent surgery maxed out my credit card and left my bank account at zero. I am fortunate enough to have a family who helped me get rent and other things covered, but I am so thankful that 80% of her surgery was covered, and most importantly to relieve stress the direct deposit went through so quickly. This allowed me to focus on her recovery and her care which is my number one priority! I would like to think that I would have gone with surgery even if I had no insurance, but I don't know how true that is. Unfortunately, one option my long time veterinarian brought up was palliative care until eventual euthanasia. For that reason, I sought a second opinion and have switched my veterinary hospital. It was so hard not to have an answer and I was honestly struggling to stay positive. Phoebe was in pain, struggled getting up from the ground, and her right rear leg could not bear much weight if any at all. She looked at me everyday like she was asking for me to help and it was heartbreaking. I felt on a daily basis that I was failing her. Through my second opinion, the options seemed more bright. We were referred to a specialist who reviewed her x-rays and came highly recommended. She relaxed in his care. I trusted him. We decided to proceed with the surgery option. It was the right choice and went great! After her surgery, the first five days were the hardest because she really didn't sleep much: 1 hour the first night, two the next, and progressively more each night. Like her sleep pattern, she has also been more and more able to walk, and bearing more weight each day on her right rear leg (the surgery knee). She will begin short walks in the neighborhood next week, which will be the first time she has left our home in over two months besides vet visits. We have a follow up appointment next Monday, but I felt you deserved a little more of an update than a short email. THANK YOU HEALTHY PAWS!
Insurer: Healthy Paws
By: Patrick
BEWARE!! UNDISCLOSED POLICY TERMS FOR FILING CLAIMS
HAD INSURANCE FOR 4 MONTHS, CAT WAS ILL. $600 VET BILL.ACCORDING TO ALL THE INFO I WAS GIVEN WHEN I SIGNED UP, ALL I NEEDED TO PROVIDE FOR CLAIM WAS NOTES AND INVOICES FOR COVERED CLAIM. WHEN I TRIED TO FILE, I WAS REQUIRED TO SUBMIT COMPLETE LIFETIME VET RECORDS FOR MY CAT!!!!! THIS IS IN THE "FINE PRINT" OF THE TERMS AND CONDITIONS BUT NOT DISCLOSED UP FRONT. THIS IS TOTALLY DISHONEST. BADLY DONE FETCH
Insurer: Fetch
By: c
Customer Service - Tracy
Thank you to Tracy for helping me find options for my senior dog's insurance coverage. I am currently going through financial challenges and I did not want to cancel my pet's insurance. I appreciated Tracy's friendly voice and assurance that there are options for my pet. Chef and I appreciate you!
Insurer: Fetch Canada
By: Diana
Totally Satisfied!
Our 5yo pup ate an entire rotisserie chicken, bones & all. She was in visible distress so close to 3k later was feeling better. Pets Best was super easy to deal with. Communication regarding claim progress was excellent. Overall, we are very happy that we are with Pets Best.
Insurer: Pets Best
By: lisa
Thank you for wonderful care.
Thank you to Croton Animal Hospital and Lemonade with the excellent care and approval of claim for ACL surgeries and dealing with a few complications. Thanks to you, our Lab can enjoy our wonderful hikes!
Insurer: Lemonade
By: Marion
Seamless claim
So glad we have insurance. This illness was unexpected and could have been tragic. Brough our male kitty in and got fixed up very fast. So comforting knowing ASPCA would be able to cover expenses for emergency surgery.
Insurer: ASPCA
By: Benjamin
Healthy Paw is amazing
I am so glad I selected Healthy Paws as my pet insurance provider, The coverage and customer service are amazing. My dog recently had surgery and the claims process was so easy. Filing claims took less than two minutes to complete. And the payment of the claim was turned around within a couple of days. I highly recommend Healthy Paws to anyone looking for pet health insurance.
Insurer: Healthy Paws
By: Molly
Fast, hassle free claim process
I've had to use MetLife twice since I've adopted my cat - once an ER visit and now for a swollen lymph node that turned out to be moderate / severe periodontitis (not common at this young age). She had to have multiple visits, exams, and finally a (costly) dental procedure. I sent in the claims for vet and dentist with supporting docs and they paid it right away minus deductible & coinsurance - no hassle. Much better than my health insurance, I will say! I'm very satisfied.
Insurer: MetLife
By: Janaina
Awful practice
Awful! Justin Daughtry's negligence directly caused my cat to develop diabetic ketoacidosis. My cat also obtained a skin injury while in SOTH direct care due to Melissa's lack of compassionate care. Now they refuse to answer my questions in email and demand I talk with them on the phone because they refuse to admit that they made any mistakes. These people are rude, unprofessional, narcissistic, and only care about taking your money. My cat almost died because of State of the heart's incompetence!
Insurer: Lemonade
By: Kristina