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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Healthy Paws - SImply fantastic
We've had Healthy Paws since we got TJ as a rescue and they've been simply fantastic. Unfortunately we've had to use their services far too often for TJ but each time their online claim service was super easy and efficient. I've set my payment option for direct deposit to my checking account and usually within three days of claim submission the payment is in my account. As with any pet insurance policy the rates do go up every year but I feel their annual monthly premium increase is quite reasonable and they never raise your rate other than the normal annual policy rate increase no matter how many claims you submit in my experience. The few times that I've needed to contact them by phone they've always been very efficient and helpful in resolving my issue. When originally shopping for pet insurance they had the best rates and coverage. They get ten stars in my opinion.
Insurer: Healthy Paws
By: Gary
Never again
March 2023. Spent 3 hours on phone with customer service to determine if this company was good for my pet. Went with them only to discover they promised the world and delivered an island when it came to paying on policies. May 2023 pet died due to cancer. Reason for non-payment was pet had "pre-existing condition" but never said what it was. Can't by law deny claim without listing condition. Refused to pay claim of over $900. That was for my pet who passed. Enrolled new pet in June 2023 - cat, 2 years, while waiting for payment from deceased kitty's visit to emergency hospital to find out what was wrong. On new pet they have decided not to cover his special food because of another "pre-existing" condition. How could I know of a pre-existing if I just got the kitty and issue didn't develop immediately? Last straw was they refused his dental cleaning expenses because according to them, "He had SOME tartar." If he is free from tartar for a year, they claim they will pay. When is a human or pet ever FREE from SOME tartar. Stay away. Just a scam! It was a vet who discovered their sneaky way of getting around paying claims.
Insurer: Embrace
By: Sharon
Archie was well taken care of!
Very pleased with Pets Best, they were very responsive, fast and extremely helpful!
Insurer: Pets Best
By: Daniel
Excellent
Each professional I spoke to was caring, empathetic, understanding, and patient. Phenomenal service
Insurer: MetLife
By: JACKIE
LOVE our Furries
I give MetLife a 5star and here is why. I have worked in the veterinary field for 17 years and recognize the reasons behind why Metlife needs the info that it does, info that a lot of these reviews are complaining about. For one, insurance fraud is huge. Also, the policy that one signs up for is the one that the Metlife reps have to abide by. There are so many policy options. Granted it does take a couple or a few weeks to process ones claim but the company has 100's of claims to process. One's veterinarian team plays a-big part in the speed of one's claim IF Metlife contacts them for more information to continue the claim. Metlife does not ask for any information that ones' vet team cannot provide. They too are bogged down with many many emails by the hour. All of this being said, we are thrilled with Metlife! Thank you!
Insurer: MetLife
By: Renee
Not worth it to, take too long to process the claim
My experience with MetLife Pet Insurance has been nothing short of frustrating. First, their chat support is practically non-existent. It's rarely accessible and seems to be there more for show than actual assistance. The claim process could be faster, taking up to 21 days from the date of submission. During this time, the app needs updates on whether the claim is approved or not, leaving you in the dark. I often need to call in and check the status of updates. Some Representatives are helpful; some want to get off the call. Instead of efficient online communication, they insist on sending you an Explanation of Benefits(EOB) through the mail, which is a waste of paper and completely unnecessary. This information should be readily available on their website for easy reviews. Speaking of the website, it's far from user-friendly. Navigating through it to find essential information takes time and effort. Overall, MetLife Pet Insurance needs significant improvements in customer service, claim process efficiency, and digital communication. I would not recommend it based on my experience.
Insurer: MetLife
By: Mulder
Honestly pet insurance is a scam
They make it as difficult as possible to get reimbursed. They have ridiculous and unreasonable qualifications for what paperwork is acceptable and what’s not, even if it details everything necessary for them to be able to process the claim, i.e. invoice, pricing and soap notes. Customer service was unhelpful as well and didn’t provide any solutions as to why my paperwork was denied. Eff you MetLife.
Insurer: MetLife
By: Nick
Efficient and helpful!
Lemonade has made claims for my Lexi simple and easy. I had my funds in less than 48 hours with no hassle. Easy to upload and someone there on the chat if need assistance. This is one of the best things I’ve done as a pet owner, to get Lexi and my bank account the coverage they need!
Insurer: Lemonade
By: Gina