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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Healthy Paws is amazing
Healthy Paws is amazing! They complete claims quickly and truly care about pets.
Insurer: Healthy Paws
By: Julie Rex
Irresponsible AI Implementation
I submitted a claim on 2/10/26 for my dog, for a tooth injury sustained during ball play. The tooth injury required an evaluation by the vet, surgical deposit, and surgery for extraction of the broken tooth. I prepared a summary describing the injury along with a detailed analysis of costs and invoices associated with the injury. I provided the summary along with all invoices and medical records to MetLife to ensure clarity for the injury and associated costs. Unfortunately, nobody at MetLife actually reviewed any of the documentation provided for the claim. Instead, MetLife's auto-adjudicator (AI) has now divided my claim into 7 different claims. I received two partial payments, the total of which is still well below my total costs for the injury. I also do not have clarity on what these payments are supposed to be covering, and what is being denied, because the EOB doesn't provide any detail on the amounts covered. I have called MetLife 5 times now to try and resolve this situation. The customer experience center has sent my claim back to the claims dept to be re-reviewed at least 3 times. Two of the customer service representatives told me about the auto-adjudicator and indicated that no human actually reviewed my claim or documentation. Each time my claim has been sent back to the claims department, I am assured that an actual human will review everything this time. When I just called for the 5th time, the customer service representative told me again that my claim was reviewed by the auto-adjudicator only despite being sent back to the claims dept for re-review by a human previously. I understand we are all trying to incorporate AI into our workflows to create efficiencies. However, it is incredibly irresponsible for MetLife to implement an AI claim review process with no internal human review process to check the AI's work prior to final claim decision & payment. It is also incredibly frustrating (and unfair to MetLife's customer experience reps) for customers to be continually routed to a customer experience call center that has no recourse to help aside from repeatedly sending claims back to the claims department for re-review, potentially by the same AI system that is erroneously reviewing claims in the first place. As a customer, I would rather wait longer for my claim to process and have it done right, than have it done quickly but wrong and require hours of my valuable time & effort to resolve. I am very close to cancelling my policy with MetLife, and wanted to share the reason in the hopes that it helps improve processes for other customers.
Insurer: MetLife
By: Jen
Chris was so helpful
Chris was so helpful. So professional. Answered all of my questions. Excellent employee.
Insurer: Fetch
By: Lori Auge-O'Hara
Customer Service Issue
I was having an issue, and Russell helped me figure it out quickly. He was so nice and helpful! Thank you!!
Insurer: Fetch
By: Jessica
Healthy Paws has been with us on my two…
Healthy Paws has been with us on my two dogs journey through life. Of course you never you like to have to use your health insurance if possible, but when needed it is a lifesaver. Between two knee surgeries, spinal surgery and chemotherapy and expensive blood tests; Healthy Paws has been there for us every step of the way. Very grateful.🙏🏼
Insurer: Healthy Paws
By: Gus
Friendly and easy to communicate.
Friendly and easy to communicate.
Insurer: Nationwide
By: Jun Ramirez
They made a claim on a stressful time…
They made a claim on a stressful time very easy. They even checked in on us after the event and it’s clear they care about us
Insurer: Healthy Paws
By: miadiego
Healthy Paws has been a life saver
My dog has suffered from the serious health issues of an autoimmune disorder and epilepsy. If not for the support of Healthy Paws, I would not have been able to keep my dog alive.
Insurer: Healthy Paws
By: Brad N
Avoid this insurance
I would not recommend this insurance company based on my experience. Claim processing has been extremely slow, and even routine billing seems disorganized — they’ve struggled to process monthly payments correctly. Their website is not user-friendly when it comes to submitting claim documentation, which only added to the frustration. In my case, they required additional documents to move forward with a claim but never contacted me to request them. I only discovered this after calling in myself and waiting on hold for over 30 minutes to speak with support. There are other insurance providers at a similar price point that offer far better customer service and overall experience. I suggest exploring those options before choosing this company.
Insurer: Pets Best
By: Chris Baker
Highly recommend..
This is the 1st time getting insurance for my pets and Jon was very polite and very helpful in answering all the questions we had as well as giving us all the information we needed to know to get our babies started with their insurance.
Insurer: Nationwide
By: Iris