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.
70,435 total
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Very responsive and easy to work with.
Very responsive and easy to work with.
Insurer: Spot
By: Mark Delaplane
Their website has been down for over 2…
Their website has been down for over 2 months making it very hard to: 1) submit a claim 2) confirm their receipt of the claim + get a claim number 3) Can't understand the status of my claim through the process because can't access website 4) When calling to ask what the status is, I'm asked for a claim number - feels like an endless loop because I never get claim numbers with the site down! There's absolutely NO communication to their clients on the status of the website / app being fix or even acknowledgement it's down I've been on a call with Customer Service for over 40 mins and still no resolution
Insurer: Pets Best
By: S.
Metropolitan Life paid a large claim…
Metropolitan Life paid a large claim for my dog's dental cleaning, a week after the procedure. I was pleasantly surprised at how quickly I received the reimbursement. Every time I call Metropolitan Life, the agent who answers is always friendly and helpful. I am very happy with this pet insurance.
Insurer: MetLife
By: Libby Gurgis
Systemic Administrative Failures and Lack of Transparency
Where to begin. The record keeping is horrendous making it nearly impossible to audit the accuracy of payments. I have 3 dogs and the EOB line items do not list which pet it is associated with despite me asking multiple times for this addition. Claims processing is slapdash with very little attention to detail. I’ve had significant diagnostic inaccuracies made in my claims, line items missed, denials due to unmet deductibles despite being well past the deductible. I’ve spent 10+ hours auditing EOBs and have appealed twice (which required time and documentation from my veterinarian). At least one of my appeals was approved. I think I’m still waiting on the outcome of the other but I’m unclear because I receive no communication other than a new EOB, which I’ve established are nearly impossible to decipher. I’ve made phone calls requesting additional info and received promised call backs that never happened. I’ve sent emails that went unanswered. When I call, I am always met with delightful customer service reps who are not enabled to really help in anyway. I’ve been blocked from speaking with or receiving any communication from the claims department who i assume would be better able to answer any of my questions.
Insurer: MetLife
By: Bri
web site and claims approval
I noticed that the web site has been redesigned. This has made uploading claims little difficult. On the other hand, I am happy to see that the approval time of the claims has improved significantly.
Insurer: MetLife
By: Shri Iyer
Company's response is always very…
Company's response is always very quick. I did not have any problems of submitting claims and always had good service
Insurer: MetLife
By: Natalita
Protecting our furever friend
Fair premiums and fast service. caine service has been very efficient.
Insurer: Pumpkin
By: Bruce
Quick and easy way to place claims
Quick and easy way to place claims. Great customer service.
Insurer: MetLife
By: Cynthia P.
Our dog needed a gum growth and 13…
Our dog needed a gum growth and 13 teeth removed. I filed a claim and it was approved in just a few days. It was a very easy process. And when we lost another dog last year and had to cancel her coverage, Spot was very kind and sympathetic, even sending a condolence card. I believe that Spot truly cares about their customers.
Insurer: Spot
By: John Chun