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
Other Categories
Simple claims submission!
The claims process is super easy to use. Love the app as well
Insurer: MetLife
By: Kim B
I had several issues getting a claim…
I had several issues getting a claim approved
Insurer: MetLife
By: customer
I was caught in a system update backlog…
I was caught in a system update backlog according to your responses. Understand. The crappy part for me and my pup is that my pup was sick and was improperly given prior to proper age and ability to give certain ones together. This was verified by two DVM's and there is clear medical based evidence of giving shots while nursing. The puppys health guarantee is under review as he was also positive for Giadaria and Cryptosporium. He is an amazing companion and already making his mark with the family. I was not able to have my guarantee honored as I did not provide an EOB as its part of their review, and an EOB wasn't available for the couple week period I could submit it due to your system backlog. Frustrating but Ocean is tearing up everything but his toys and giving lots of love so all is good. Just bad timing on this one for me. And seriously not to be a smart... but while I recieved an update that the backlog was still being addressed my account was charged as normal for all three dogs so that system seems to be working just fine : thats frustrating. But we will stick it out as I want to build a long term relationship with the group that will support my pups most important needs as they grow and age.
Insurer: Pets Best
By: Kevin G.
Fast and efficient
Fast and efficient. Easy to contact if any questions. Good explanation of benefits. Thank you.
Insurer: MetLife
By: Susan Ball
Quiet Policy change, denied claims
I’ve been a Healthy Paws customer since January 2022. For three consecutive years (2022–2024), I submitted my claims annually and every single one was approved. This was my established, accepted practice, and it aligned with the policy language at the time I enrolled (claims allowed within the policy period). In 2025, multiple claims were suddenly denied because they were not submitted within 90 days of treatment. This was the first time I ever heard of a 90-day rule. When I contacted customer support, I was told the policy had “always” been that way — which directly contradicts both my prior approved claims and reports from other Healthy Paws customers who still have their original contracts stating claims could be filed within the policy year. Most concerning: I was never clearly notified of this change. No email No prominent notice Only a buried message in the online portal, which I was never alerted to At the same time, my premium nearly doubled, my deductible increased from $250 to $500, and my reimbursement dropped from 80% to 70%. So I’m paying significantly more for significantly less coverage — plus stricter claim rules that were not properly disclosed. This feels like a classic bait-and-switch. If you’re considering Healthy Paws, be extremely careful: policies can change quietly, past claim approvals do not protect you, and long-time customers can still be blindsided. I’m sharing this so others can make an informed decision — I wish I had known.
Insurer: Healthy Paws
By: Qi Shayue
Great Customer Service
I recently called with questions about changing my policy. I spoke to Maddi and she was so helpful and offered some great options I didn’t even know about. In a world where it's usually impossible to get customer service it was s so nice to be able to get in touch with someone friendly and helpful and get things taken care of quickly. It made my day!
Insurer: Prudent Pet
By: J
Amanda is very professional and…
Amanda is very professional and efficient. She clearly explained the process of updating the accounts and made sure that I understood each step. She was very diligent in contacting me and is very polite. Nice work!!
Insurer: Fetch
By: Icon Parking Guest
Love this company
Love this company, quick and detailed.
Insurer: Trupanion
By: Eileen Allen
Rebecca 5 plus stars
Working with Rebecca was a pleasant experience, she was very helpful, friendly and knowledgeable. I highly recommend working with her
Insurer: Prudent Pet
By: Beth
They’ve always been a great company to…
They’ve always been a great company to work with and great customer service. I don’t love how expensive my monthly fee is but it’s what they’ve got.
Insurer: Trupanion
By: customer