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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This was an easy process
This was an easy process. Great service.
Insurer: MetLife
By: Sern Lim
Customer Service Stellar
I can't say anything about claims as I just signed up today but I will say Rebecca out of Dallas gave exceptional customer service when answering my questions. It was such a good experience that I signed up on the spot. She was very knowledgeable and helpful. Not to mention that within 2 minutes of me calling, someone answered the phone which is amazing compared to some other insurers I have dealt with.
Insurer: Prudent Pet
By: Alvonte
Knowledgeable and answered questions clearly and easy to understand good
The customer service that I received she was very knowledgeable and easy to understand
Insurer: Prudent Pet
By: herwerthdebbiegmail.com
Excellent service
Aileen was excellent explaining my pet's insurance. (cat) She made it easy to understand. I am satisfied with the plan for my cat Romey. I like that Aileen explained the App and e-mail for reimbursement and that can call if I have further questions.
Insurer: Fetch
By: MICHELE NEHMER
it took me over a week to finally get…
it took me over a week to finally get it to work
Insurer: MetLife
By: Audrey Belf-Gribble
Cancel my policy with nationwide
Cancel my policy with nationwide. I had a sick dog yesterday. Was told underwriters were not thru approving my transfer from Kelly who died 9/23:25 to my new rescue liberty. I was told I would not be covered if I went to the vet yesterday I wouldn’t get coverage until the 16th. I said to the fella that is unacceptable. I was gonna pay for nationwide a year in advance because I love nationwide but after yesterday, I do not love nationwide. I want you to cancel my policy. I have to take the dog back again today cost me $244 yesterday and Dan only knows what it’s gonna cost me today but nationwide is not there for me no exception could be made. I have been with you folks for years. I had Kelly the Russian Blanca for five years and you did good and now all of a sudden you don’t give a shit about my liberty my Rescue that I got in October because of paperwork totally unacceptable. I yelled at the guy I’ve been in Customer Service for 46 years and there is always something that can be done but obviously not with nationwide underwriters rule. The law will underwriters can rule the law from now on cancel my policy. I will not renew. I told the fella that yesterday, but he really didn’t want to hear it so I’m telling you again cancel my policy with nationwide insurance it’s not gonna be active until 116 anyway and I’m in limbo. Well I lost my Kelly nine 2325. I still haven’t recovered from that and nationwide isn’t there for my liberty my new Rescue she’s five months old so this is the final thing I have to say to nationwide shame on you. You have no heart my Libby deserves to be treated better. It’s bad enough that she was taken to Paws Rescue and I got her the day after she showed up there, but she was sick yesterday and I’ve gotta take her back tomorrow and you’re not there for us so nationwide can take a fly and leap. I even asked to talk to the underwriting department yesterday and I was told that that was not possible. Oh really again I was in Customer Service for 46 years and I gotta tell you I did a much better job than you folks do.Ann B Bouchelle Bouchelle
Insurer: Nationwide
By: Ann B Bouchelle
Our beloved Rylee has been ill with PLE…
Our beloved Rylee has been ill with PLE autoimmune disease since April 2025, and Trupanion has been there with us the whole way. Where we take Rylee submitted our Trupanion invoice electronically and within minutes they responded with a confirmation of payment to the vet! We could not be happier and are so grateful we found Trupanion.
Insurer: Trupanion
By: Dolf
Just overall amazing the claim process…
Just overall amazing the claim process was super easy and straightforward and I feel like if there was ever a time that I needed to reach out, they would be very responsive thankfully I haven’t had to reach out. That’s just how amazing they are.
Insurer: Spot
By: Sabrina Moore
Things You Should Know…
Too long. Takes about 1 month to hear the standard email of “we’re sorry for the delay”. Then another 2 weeks-4 weeks to receive the EOB. I’ve had my plan for around 5 years and this has ALWAYS been the case. No matter the size of the claim, the timing, etc. No one actually looks at the claims either. Whatever you categorize it as, is what the computer will continue with. I accidentally put “Wellness” on a claim when it was clearly “Illness” if you read the claim, and the EOB still shows “Wellness”—still 6 weeks to return the claim mis-categorized. You cannot change it once you submit to fix it. The app is constantly broken. The website constantly asks you to confirm your identity despite using the same device, every time, even if you just logged in 5 min ago. They keep deceased pets on your profile so you get a constant reminder when you log in. If you sign up, do the least plan possible. I did the highest plan as it was a fine price when they were younger. Well, each year as they age, the price goes up exponentially. If you want to decrease it, you can never go back up, ever. It’s a trap almost which is awful as the older they get, the more you’d like the coverage, and even without claims, it’ll increase regardless due to age of your animal.
Insurer: Pets Best
By: Katie Carlsen