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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Faulty Pet Insurance review process
I purchased MetLife Pet Insurance to protect myself from unexpected veterinary expenses. Unfortunately, when I needed them most, my experience was incredibly frustrating and disappointing. My dog Coco underwent surgery in March 2026 after developing symptoms that began only 10-12 days before treatment. MetLife denied my claim, claiming the condition was pre-existing. The problem was that their decision was based largely on inaccurate notes taken by a non-clinical staff member during my initial consultation. The notes contained multiple obvious errors, including listing my female dog as a male, incorrectly stating she had a C-section when she did not, and misstating important details about her medical history. Despite these errors being identified and corrected by both the treating surgeon and Coco’s longtime veterinarian, MetLife continued to rely on the same inaccurate information through the initial denial, first appeal, and second appeal. Over the course of several months, I spent countless hours on the phone with multiple representatives, repeatedly explaining the same concerns and asking that someone simply contact the veterinary hospital to clarify the discrepancies. I obtained letters from the hospital manager, the treating surgeon, and Coco’s longtime veterinarian, all of which supported that there was no documented history of respiratory issues prior to the symptoms that led to surgery. What concerns me most is not just the denial itself, but the apparent unwillingness to fully consider corrected medical information and thoroughly investigate obvious discrepancies before making a decision. I also was not clearly informed of all of my options during the appeal process until it was nearly too late. Pet owners purchase insurance for peace of mind. My experience with MetLife Pet Insurance was the exact opposite. Instead of feeling supported during a stressful situation, I spent months fighting to correct inaccurate information that should have been addressed from the beginning. Based on my experience, I would strongly encourage anyone considering MetLife Pet Insurance to carefully review claim denials, obtain copies of all records, and be prepared to advocate aggressively for themselves if discrepancies arise. Claim#3389901
Insurer: MetLife
By: michael portelle
I Just LOVE It
Website and policy details are easy to navigate and understand. Coverage is comprehensive. Chat with AI to answer questions was wonderful!
Insurer: Fetch
By: D. Thompson
A quick resolution
Pets Best resolved my claim within days. It was surprising how quickly. My first claim took about a month (it was denied, which I understood), a period I was told to expect. But my 2nd and 3rd claims only took a few days. If I had any suggestions for improvement, it would be to indicate how much of my deductible (counting all my previous claims) had been met or was remaining.
5 Star Customer Service & Experience
MetLife Pet Insurance has decreased the amount of stress I carry in my day to day life. Knowing I can afford to go to the vet when my dog has any concerns is such a big relief. MetLife customer service is always so kind and I am never stuck on a telephone tree speaking to robots. I always have kind, helpful agents. They are always fast to respond to claims and reimburse me. I never thought I’d get pet health insurance especially with how bad human health insurance has gotten. But I can say hands down MetLife Pet insurance it is worth every penny.
Insurer: MetLife
By: customer
Your people are very helpful and always…
Your people are very helpful and always try to answer my questions.I don't have a computer but they always try to help me anyway. I sent you new information about my method of payment today, I hope that you received it. Could you please let me know if you received it. Thanks
Insurer: Pumpkin
By: Mari
Easy to submit and process claims from…
Easy to submit and process claims from a first time pet mom.
Insurer: MetLife
By: customer
Filing this claim was so easy
Filing this claim was so easy! We have so much going on with our son being sick that it was such a load off our shoulders that our dog was taken care of so quickly and effortlessly.
Insurer: MetLife
By: customer
5 stars
5 stars Always very helpful Easy to process claims
Insurer: MetLife
By: L Green
Nadine was very knowledgeable and gave…
Nadine was very knowledgeable and gave me answers to all of my questions. I’m new to Fetch but I’ve heard great things about their insurance. Nadine, was very helpful with explaining my choices for coverage and understanding how they work.
Insurer: Fetch
By: Virginia Ferguson