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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my pet insurance apparently was lapsed
my pet insurance apparently was lapsed. Usually they will call but did not this time. My husband took care of this but he died. Instead of listening they just wanted me to get a new policy. I have pet insurance for my other dog and apparently he set that up monthly.
Insurer: Nationwide
By: Joanne Aponiewicz
Advice, Claims, Professionalism
Advice: One of our fur babies was in need of extensive dental work. We had a consult and quote from a "vet dentist oral surgeon." Knowing the estimate, we called Metlife several months in advance and ultimately decided to up coverage for our two boys. It was made clear that since the periodontal disease was preexisting payment would cap at the previous max amount. That conversation helped us with scheduling his procedure in order to maximize the policy he was covered under for that procedure. Claim: The turn around time for payment was 9 days. Quick and easy to upload doctor's notes, invoices, etc on app. Professionalism and Policy Knowledge: Additionally the experience with the lady who explained the new policy options and coverage was great. It was a no pressure, informative conversation that helped us make the next best decision for our boys as they get a bit older.
Insurer: MetLife
By: customer
Epi dog
Very responsive easy claim filing great customer service recommended service highly recommended!
Insurer: Pets Best
Veterinarian: Arbor Veterinary Services, A Thrive Pet Healthcare Partner
By: Paul
Easy and Communicative
Everything was explained very clearly and I was kept informed as things progressed. The application process was easy. This is my second time getting a pet insurance policy through Nationwide. It was a lifesaver with my last cat when she got sick. I was able to give her two more years of quality because of the policy I had. I’m so pleased with the new options now too!
Insurer: Nationwide
By: Mike
Can't access website
I tired to file a claim through their website, but kept getting 403 errors. I called customer support. They recommended clearing the cache and cookies. This is not an acceptable response. I tried a different browser that I'd never used to access their site before and got the same error. This error still persists after several weeks. I submitted my claim through email. It was impossible to track. They applied the claim amount to my deductible, but didn't provide what my deductible was or how far into my deductible I currently am.
Insurer: Pets Best
By: Dan
Cant beat the price
Good prices and very helpful throughout filling form.
Insurer: MetLife
By: Gail won several times
Excellent company with superior follow through
I had a very tough experience with my girl Majesty who got very sick. Trupanion staff were kind, caring and showed empathy for my and her situation. When there were some discrepancies between records, they helped me resolve them quickly and without a fuss. Unfortunately, the vet wasn't able to save her in the end. I got depressed and failed to follow through with some paperwork, like cancelling her insurance and submitting the final claim. Trupanion did the work for me by calling the vet directly and getting the information they needed. I can hardly believe how well they took care of me and my baby. I wholeheartedly recommend this insurance.
Insurer: Trupanion
By: Alix
Really long hold time for customer service!
Called for general customer service and was on hold for 17 minutes. Very off putting for a relatively new policyholder.
Insurer: Embrace
By: Lynn P.
I always like that Healthy Paws will…
I always like that Healthy Paws will talk to me, so far without robots! The increasing cost, however, is shocking.
Insurer: Healthy Paws
By: Randy Herman