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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Coverage Reduced Because of Age
I enrolled my Boston Terrier with Healthy Paws in 2019 and was a loyal customer for 7 years, paying premiums faithfully with a 90% reimbursement rate and $250 deductible; the coverage I was sold on at enrollment. At my dogs 2026 renewal, Healthy Paws informed me that my coverage was being unilaterally downgraded to 70% reimbursement and a $500 deductible. No negotiation, no exceptions, no alternatives. On a significant claim, that difference exceeds $1,000 out of pocket. When I disputed this, their customer service responded in writing with two reasons: my dogs age (7) and the ‘long-term sustainability of their program.’ Not my claims history. Not my payment record. His age and their bottom line. This is coercion by design. They advertise lifetime coverage and no caps on claims but what they don’t tell you at enrollment is that your reimbursement rate and deductible will be systematically reduced as your pet ages (in my dogs case 7yrs), precisely when pre-existing conditions develop and switching insurers becomes impossible. That is deceptive advertising. By the time your pet needs care, you have nowhere to go and no leverage. You are not a customer, you are trapped. The point of pet insurance is to have coverage when your pet needs it most, which is when they get older. Healthy Paws reduces your coverage exactly at that point, and they will tell you so in writing. Do not enroll your pet with them, or you risk paying years of premiums only to find your coverage reduced precisely when your pet needs it most, which is the entire reason you signed up for insurance in the first place..
Insurer: Healthy Paws
By: Lauren
I had a hard time signing up for your…
I had a hard time signing up for your patient potato program it took me quite a while to figure it out. It wasn’t user friendly at all then after I got it my information was changed. So I needed to go back in and change it again. Aggravating to say the least.
Insurer: Prudent Pet
By: Lori Marin
Great from start to finish
My kitten (just 1yr old) had been neutered earlier in the day & started bleeding profusely in the night, ended up having emergency surgery by a wonderful vet and assistants- he was released to me the next day. I submitted my claim to Pets Best a few weeks later and had a response within 1 day and reimbursed in I believe 2-3 days after that. This is not the only time they have been so great. I have several pets and their claims have been paid quickly and clearly explained
Insurer: Pets Best
By: Annie
Greatest provider - Pets Best
"When worst possible news about my pet hit me, Pets Best was so supportive and expedited the whole process swiftly. Most dependable company I ever dealt with. "
Nice and comfortable process.
Nice and comfortable process.
Insurer: MetLife
By: Laverne Williams
The representative that helped me was…
The representative that helped me was awesome. Very knowledgeable and got me the policy I wanted at a great price.
Insurer: Nationwide
By: Nicole Abate
I was pleasedonce I found out exactly…
I was pleasedonce I found out exactly was need fortheclam. Thank you so much for helping out with all the expenses. We are so glad Dolby I doing so well! Thanks again
Insurer: Spot
By: Dorcas Siskowski see see
Kia was helpful to extreme and patient
Kia was helpful to extreme and patient. He allowed me time to work out what I truly wanted to do. Besides, I have had Nationwide Insurance for five of my pets now (since 1991 prox).
Insurer: Nationwide
By: V.A. FULKERSON
Fast Turnaround Time
Since this was my first claim, there was a lot of paperwork. But once I submitted the paperwork, I was pleasantly surprised how quickly I was paid and without any challenges to my claim.
Insurer: MetLife
By: Edward Hartnett
Kat was great, being on hold wasn’t
Kat was great but before I got her I was on hold for 25+ minutes listening to your music. I finally gave up and hung up. I waited a few minutes and called back and Kat answered quickly.
Insurer: Embrace
By: mary hill