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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I have had the best customer service…
I have had the best customer service for all of my inquiries. Getting new pet insurance has been so easy and my pets are very well taken care of. Thank you for all you do.
Insurer: Nationwide
By: Carrie Yeager
Not sure if I choose the correct…
Not sure if I choose the correct company for my angel. Not one of your representatives called after the policy was made . What a shame .
Insurer: Pumpkin
By: Bella
Jeremy was very helpful
Jeremy was very helpful
Insurer: Nationwide
By: Beverly
Our recent trip to the emergency vet…
Our recent trip to the emergency vet was scary, stressful, and expensive. Thankfully, our 11-year old Bichon was given the excellent care that she required and knowing that we had Healthy Paws insurance for her gave us the reassurance to go ahead with the treatment needed to bring her home. Submitting our receipts couldn't be easier, and our reimbursement arrived within a week of her ordeal. I would recommend Healthy Paws for any pet parent that is looking for peace of mind and the ability to offer quality care for their beloved pet.
Insurer: Healthy Paws
By: Cyndi M.
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