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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Beware! Unjustly Classifying a Symptom as a Preexisting Condition!
Beware of what you say to your vet! Spot used my non-medical degree words against me to classify my dog's symptom as a preexisting condition! My husband and I adopted a small terrier mix six months ago. We got ourselves set up with Spot Pet Insurance. At the time of the adoption we were not aware that he was suffering from worms, even though he had been dewormed by the rescue. To make a long story short ~ We tried making diet changes before taking him back to the vet. Our little guy has since suffered with multiple bouts of severe diarrhea, which we have discovered was due to different diagnosis of worms over the next few months - tapeworm, round worm, hook worm, and finally giardia. The insurance company seemed wonderful at first - covering treatments after we reached our 500 dollar deductible. Then they did an audit - used my own words at the vet describing his condition against us and declared his diarrhea was a pre-existing condition and took money off of our deductible and are making us start all over. How can diarrhea be determined to be a preexisting condition when it was a symptom of at least four different worms? I find this extremely unfair. Beware of what you say! What is in the vet notes will be used against you even though you do not have a medical degree.
Insurer: Spot
By: Deanna Blondina
My pet is almost 12 years old
My pet is almost 12 years old. I have had trupanion the entire time she has been part of our family. My pet now has an opportunity to utilize the insurance. Trupanion has been amazing. Any questions are answered thoroughly and very patiently. During this tough time, I feel compassion and feel well taken care of with Trupanion.
Insurer: Trupanion
By: Teri
I’m new to MetLife & the experience…
I’m new to MetLife & the experience I’ve had so far is excellent. Customer service is great!
Insurer: MetLife
By: customer
not happy
i have had this insurance for almost 8 years. at first had no problem they paid just about every claim small vet bills they pay, but larger ones they figure out a way to denied it. so you can say i'm really not happy and my pups is at the age that it's not easy to find another insurance co. to insure them.
Insurer: Pets Best
By: STELLA
Very expensive, constantly bungled claims
We have had trupanion since picking up our purebred english bulldog 4 years ago. Premiums are pretty high, we increased our deductible to try and make it more affordable, but it's still quite pricey. Unfortunately our dog has had typical bulldog eye issues including distichiasis end entropion requiring several surgeries over the years with an eye specialist. Every single time a claim is submitted there is a problem with it which means a call to whoever happens to be answering the phone at the time. You will never speak to the same person twice, you'll repeat your information over, and over- always a promise to get things straightened out, only to end up at square one again the next time. The claims are constantly being reviewed by different people resulting in errors and changes every single time. You will need to be prepared to keep a close eye on all submissions and for follow-ups which means time to do that if you choose this company, and know the claims of "we pay 90%" is after your co-pay, and vet exams (I'm not sure how they expect a specialist to make a treatment plan with no exam, but they won't pay for that) and all taxes (that's fine) and we don't cover this and we don't cover that etc. so you may get 40-50% which I guess is better than nothing. Just be aware that it's like typical insurance, rates continue to go up, service is mediocre at best and if you need to make a claim it may or may not result in you receiving financial support.
Insurer: Trupanion Canada
By: Jacky
As always the submission process was…
As always the submission process was simple and the response time was incredible!
Insurer: Pumpkin
By: Michael Usenia
Very easy to submit claims and…
Very easy to submit claims and transparent processing.
Insurer: MetLife
By: customer
Positive experience for over a year…
Positive experience for over a year with good customer service, easy to navigate portal and decent reimbursement turnaround timing.
Insurer: MetLife
By: Kay
Spoke with Carla Stevens
Spoke with Carla Stevens, and she extremely helpful and very personable. She answered all of my questions and concerns in full detail to make it very easy to understand and made the process of getting pet insurance that much easier. If I ever know of anyone in need of pet insurance I’m referring them to Carla.
Insurer: Fetch
By: Gabe
This past experience was the best
This past experience was the best. I normally have to call several times to get payment.
Insurer: MetLife
By: Susan N.