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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Avoid Met Life at All Costs.
I would strongly advise anybody looking for pet insurance to look elsewhere. Working with this insurance company has been an awful experience and severely affected my mental health. Here’s the backstory: My fiancé recently started a new job and as a part of her company’s benefits it includes pet insurance through Met Life. We have a 15 month old Pit Bull and prior to this year we have been in and out of the vet because he’s had accidents with other dogs and he has really bad skin allergies. So after she started this job we figured it would be a good idea moving forward to get pet insurance for him to cut down on the cost of our monthly vet visits. BIG MISTAKE on our part. Literally the day our policy started our dog had an accident. He fell down the stairs and after the fall he started limping. When we took him to our vet he indicated that our dog would need knee surgery and referred us to a surgical practice to get the operation. At the time I thought to myself “Thank God we have pet insurance” but after getting the TPLO surgery (which was 6k+ btw) and submitting our claim our 2+ month nightmare began. When the surgery concluded, a week later we got notified our claim was denied classifying it as an “illness” and that the injury was before our policy’s illness effective date which is 14 days after the policy starts. When we called customer service they said that our claim was denied because the cause of the injury could not be determined from the SOAP notes we submitted. We then had to point out in our Vet’s SOAP notes where it states that he fell down the stairs. Despite pointing out the cause of the injury in the notes we submitted, we were advised by customer service to submit an appeal which is a 45 DAY PROCESS. So basically, something that could have been resolved via a notification in their app, an email, or a call started our 2+ month nightmare. Since then, we have had to call customer service weekly to get a status update. That’s because their appeals aren’t tracked via their app so you’re left COMPLETELY IN THE DARK on how progress is going. And oh btw, they will not notify you when documentation or something else they need for the appeal is missing. Because of this, multiple times when we have called for a status update on our appeal we have been informed that we are missing documentation. Eventually it got to the point where we called every single vet he had been to since he was born to get all of his documentation and then we submitted it. AND EVEN THEN THEY STILL MESSED IT UP. The documentation we submitted was never linked to his appeal and so after calling the following week we were told the same thing we had heard for the last month “you’re missing some documents”. We literally had to show customer service where we submitted it in the app and also when we submitted them via email. And then they had to manually go in and attach them to the appeal. And despite that, THEY STILL MESSED IT UP. We literally got an email today (5/29) that we were missing a document from an ER visit. We then had to call customer service three separate times today to explain to them that we did submit the document and show them the email when we submitted it and in the app where it’s located. And oh btw, this ER visit was completely unrelated to the accident. It happened back in July of 2025 almost a YEAR AGO. I would also like to note that their customer service is almost useless. On multiple occasions they have given us conflicting guidance and status. For example, we asked multiple times if the 45 day appeals process restarts when we have to submit more documentation and every single time we were told “No, your 45 day clock starts when u first file the appeal”. Then about 1 week ago when we called for status we were told that our 45 day appeal process started the day we submitted all of the documentation they need… And what’s more frustrating is you can’t even talk directly to their claim’s adjusters to explain the documents that were submitted, what happened or anything. You can’t even correspond via their equally useless app. And if you have complaints to file all you are given is an email address to send them to. So far I have sent two complaints about this process and neither of the responses were useful. Not only that but their customer experience team was WRONG about us not submitting the documents they requested when trying to explain to me why this process is taking so long. So TLDR their customer service is poor, their claims and appeals process is a nightmare, they don’t communicate with their customers, and their processes feel predatory and anti-consumer. I would not recommend this insurance company to anybody. All they want is your money. They don’t give a shit about you or your pets. We submitted our initial claim in mid-March of 2026. It is now almost June and we’re still in limbo.
Insurer: MetLife
By: Ke'alii Siegmund-Winn
SPOT is my first experience with pet insurance
This is my first time with pet insurance. I did my research and felt SPOT was the best choice for both coverage and ease in understanding the claims process. I feel I made the right choice! SPOT is quick to respond regarding submitted online claims, with easy to read and understand allowed procedures and deductible progress, and the option to have reimbursement deposited directly to my bank account. And in the one or two times a phone call was needed for clarification, customer reps have been both knowledgeable, empathetic, and helpful. I highly recommend SPOT. You won’t be disappointed. I’m definitely staying with them for both of my pets!
Insurer: Spot
By: Laura Lay
I have been waiting for 6 days for a…
I have been waiting for 6 days for a response. You were very quick to charge my credit card, but I’m now wondering if this is some kind of scam since I haven’t heard back like stated.
Insurer: Nationwide
By: Jane Scott
easy application
The gentleman I spoke with made everything easy to understand and he explained the benefits and process. The application process was easy.
Insurer: Nationwide
By: Helen H
Quick claim process
We've been with Healthy Paws for many years now. Yes, like everything else, they've made some changes — deductibles and reimbursement levels have shifted somewhat, that's what I've noticed most — but I can honestly say their claims processing has been impressively fast, not weeks later or even a week later, more like a couple of days, and their communication is pretty solid too. Having pet insurance has been a lifesaver, especially since my husband was laid off last year. We'd been paying into it for years without needing to use it much, if at all — until last year. Several vet visits for our elderly kitty, three monthly medications, and a specialist visit later, we are truly grateful to have a good portion of those costs covered. It really does take some pressure off when no money is coming in, and the last thing I want is for our fur babies to go without. So why five stars? Simple: Direct deposit is a bonus, but how quickly they process claims makes all the difference.
Insurer: Healthy Paws
By: Christine B.
Wonderful Customer Service signing up
I just enrolled my mini Australian Sheppard over the phone after months of looking at reviews and quotes. I had the pleasure of speaking with Nadine. She was friendly, helpful and a delight to speak with, which helped ease my mind on making a good decision. I hope I never have to use the insurance but if I do I look forward to a positive experience.
Insurer: Fetch Canada
By: Deanie
The representative was very…professional
The representative was very professional. He explained clearly all the details of my claim and its reimbursement.
Insurer: Embrace
By: Ana
Our first claim was processed smoothly…
Our first claim was processed smoothly and fast. The Vet chat line assisted us when the emergency happened and was very helpful. The payment for our claim was very fast and simple to setup.
Insurer: MetLife
By: Mariel D
Pumpkin pet insurance rating…
Generally good responsiveness to claims and prompt payments on approved items
Insurer: Pumpkin
By: Steven
submittted my first claims and received…
submittted my first claims and received efficient, timely response
Insurer: Spot
By: tl