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
Having an unexpected emergency visit to vet along with 48 hour ICU is very stressful and expensive. This happened to us recently. Pets plus processed the claim quickly and fairly . I highly recommend them!
Insurer: Pets Plus Us
By: David
No hassel pet insurance
Our standard poodle is almost 5 years old and we purchased pet insurance with Healthy Paws the she was 7 months old. Whenever she has had an issue I just take a picture of the vets statement and send it in. Their response time is fast and the settlement is quickly received. I'm relieved that I can take care of my baby and not worry about spending a fortune to do it. We love Healthy Paws.
Insurer: Healthy Paws
By: Lisa
Excellent pet insurance
Despite the fact that our vet had our trupanion information on file, they were not direct billing. We assumed that the visits and medications were not eligible. After talking with some friends, we discovered that their vet was direct billing the same medications. We spoke with the vetâs office. They billed our claims and Trupanion very quickly sent us multiple cheques to reimburse our unnecessary out of pocket expenses. Very pleased.
Insurer: Trupanion Canada
By: Nicole
New puppy mommy
My client care specialist was so patient and kind. Man it was early in the morning and he was very helpful 10/10
Insurer: Trupanion Canada
By: Shelley
Now that our dog is unwell Trupanion has been quick and efficient.
Now that our dog is unwell, Trupanion has been quick and efficient. We have been very pleased that most treatment has been covered.
Insurer: Trupanion Canada
By: Karen
Amazing help enrolling. Perfect UX & CX
Amazing help enrolling. Perfect UX & CX
Insurer: Trupanion
By: David
Surprisingly Great Experience
Two years in a row when she was 6 and now 7, my girl required surgery. Pets Best electronic claim filing is a breeze, turn around a matter of days, and direct deposit claim payment.
Insurer: Pets Best
By: Linda
Not bad but also not good
When claims are covered and you established your first claim (sending medical records for the previous year) they're great. Process is easy and you get your money fast. The issue is when there are problems, you need to call several departments, seems like no one reads the previous notes. I had a claim put on hold because they needed my dog's med records. My vet faxed them 3 times and they said they never got it. I had to drive over, had them print it, then email it to metlife. After all that, they claimed he had a pre-existing condition when the vet clearly stated he did not know the cause of the issue. I was told by an agent to submit an appeal, I did not need a veteran's signature for this issue. I got mail a month later that I needed the signature and that I used up 1 of 2 attempts at an appeal (which was not told to me earlier). I have since moved and I am not driving back to another city just to get this signature and was furious this was relayed by mail and not telephone or email. That said, if you work with the right person via customer service, they do help push your case to the claims department and try to help. The issue is this doesn't always work and you don't always get a response and everyone is confused or late on the information. They are supposed to cover vet visit costs (office fee), but because one diagnosis was pre-existing they refused to pay when all the other reasons for my visit were covered. Also, the pre-existing issue did not need a veterinarian so that fee should not have even been paired with the visit. Furthermore, the app shows you claim # but doesn't tell you which claim it was for or what the diagnosis was so it's difficult to track down what claim you want to look at. Overall it's great and fast when it works and the claim is covered. But when there are issues or problems, good luck with getting it fixed if at all.
Insurer: MetLife
By: Titus
You have to fight for claims to be paid
I've yet to be reimbursed for 1 claim . You have to jump through hoops and fire and still not reimbursed. They have no problem taking your money though. I have 4 dogs insured
Insurer: Healthy Paws
By: HEIDI
Latest 1 comments
Heidi, We’re sorry for your frustration during the processing of your claim. As per the policy we do require medical records for all enrolled pets to process claims. All claim decisions are based on your pet’s medical records and the signs/symptoms that are noted in those records. Most pet insurance companies including Healthy Paws use a pet's medical records to determine if there are any pre-existing conditions that would keep us from approving a claim. Once full records are received (typically we ask for them when you file your first few claims) we will keep them on file for future claims processing. After reviewing your account, there are missing medical records we need to process your claim. Our team has offered to contact your veterinarian to get those records. Once received we can process your claim. The Healthy Paws Tea,
a LITTLE BIT OF LOVE
Thank you so much for the coverage and a special thanks for asking us to give Wiki a little love from you!! this is GREAT MARKETING. He has been suffering quite a bit from the luxating patella and his vet tried a new pain medication which is working wonders!! Agility and appetite has increased dramatically. So I want to thank you again for being there with us and for us in all his health issues! Very truly yours, Sherry Robbins
Insurer: Trupanion Canada
By: SHERRY