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.
76,782 total
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1st experience with Pumpkin Preventive Essentials
Great first experience with Pumpkin Preventive Essentials. The reimbursement process was fast and super easy, and the money was in my account in less than a week. We had no issues at all with our first claim and found the Preventive Essentials plan really useful for our puppy.
Insurer: Pumpkin
By: Luca and Ingrid
Efficient processing and reimbursement
MetLife processed my pet insurance claim quickly and efficiently. My reimbursement was deposited straight into my bank account. The app makes everything so easy. I also liked the benefit of having a reduced deductible for not having a claim in some years.
Insurer: MetLife
By: Adrienne
Pets Best Saved my Dog!
One of my dogs unfortunately had to have emergency surgery after ingesting something he shouldn't have and creating an obstruction. I have been carrying pet insurance on my pets since getting them, but fortunately had never had to use it...until now. Having pet insurance and not having to stress as much about the finances part helped so much. I was able to make the best decisions for my boy and safe his life and get him the surgery he needed. To make things even better, Pets Best was incredibly fast about approving my claim and paid everything they claim to pay from the plan I have. I am so happy I chose Pets Best to carry insurance my fur children!
Terrible & Very Inconsiderate.
Pets Best has to be one of the most fraudulent useless pet insurances you can possibly enroll your pet in. I have been an on & off customer with them with my dog since 2022. To start off, the insurance is too high if you want your pet to be fully covered. I’ve paid from $61 to $65 a month for health coverage since 2022. I have had to cancel my dog’s insurance twice because it isn’t affordable. My dog has had a healthy life. She is 3 and will be turning 4 next month. I unenrolled her in January 2026 & re-enrolled her in mid-April 2026. Within the 14 day “waiting period”, my dog had gotten sick. I had taken her to the vet and they ran several tests on her totaling up to over $1,900. She went in several more times to submit samples of her poop & pee which cost $150 or more. The vet proceeded to suggest that we take my dog to an animal specialty hospital and have to stay for minimum 24 hours. The animal hospital ran me another almost $5,000. She was diagnosed with an immune disease and has to be on meds and visit the vet for blood work twice a month. Each blood work exam is $284, along with her meds costing $262 a month. This totals up to $830 a month, PLUS the $61 I pay for her “PETS BEST health insurance”, you do the math. I submitted several claims for all of these vet visits and they were all denied. Understandable, this was all part of her “waiting period” which is extremely pointless because that’s not the way that life works. You don’t wake up one day and decide to be sick and run up several vet bills to almost $10,000. I called Pets Best and explained my issue to them & asked if I put claims in for her upcoming vet visits & prescriptions, will they be covered, the woman said “they should be”. Fantastic, I decided to stick with Pets Best with that answer. Moving along, May 2nd comes where she is NOW “fully” covered for any illness coverage. I couldn’t wait to get some help, finally! I took my dog two weeks after May 2nd to the vet for her regular blood exams that she has to complete for life, she still isn’t doing well. I submit a claim for this $284 vet bill on Pet Best claim center and within 2 days it gets denied. I called the next morning asking what’s going on, the waiting period is over, why aren’t my dogs vet bills covered? After being transferred, the lovely lady states that absolutely NOTHING will be covered regarding my dog’s illness since it was diagnosed during the GREAT 14 day waiting period. Incredible. I wouldn’t be able to live with myself knowing there’s a sick pet under my company’s policy and knowing that we won’t cover ANY of their bills. This is some sick coverage. This is why people put their pets down because of inconsiderate policies like this. How dare Pets Best not cover any of my dog’s NEEDED MEDS & VET VISITS! This is entirely wrong. Something needs to be done. I am fine with not getting my money back for her vet visits & animal hospital bills, but to not cover any of her necessities even after the policy has fully kicked in? Have a heart. This is beyond me how anyone would be okay with this. What is the point of pet insurance? Pets Best is doing it all wrong. Action needs to be taken for situations like this. Incredible. The name does NOT suit your services.
Really quick and easy communication
Really quick and easy communication. Excellent coverage and care :)
Insurer: Pumpkin
By: Amanda
Thank you
Pets Best helped us deal with our pet’s problems and made difficult situations much easier to handle
Our dog needed emergency surgery
Our dog needed emergency surgery. Our policy and the pre-approval option made treatment decisions easy and less stressful. Loki was able to get the care he needed. Customer service was very helpful in explaining why certain parts of the claim were not covered. The one issue I was not expecting was having only half the anesthesia costs covered since part of the surgery was considered elective (a gastropexy was performed to prevent a future GDV since there was so much space left after the splenectomy). This was not an elective surgery and I feel this is a gray area.
Insurer: Trupanion
By: Nicole
The claim process was very detailed and…
The claim process was very detailed and when something needed to be rectified you just got an email it would be nice to talk to the actual person handling the claim. Other then that the process was seamless and refund was issued within days.
Insurer: Spot
By: Rosanne Amodei
Pay them money dont expect reimbursement
My dog had an emergency illness and I also was required to show 6months to a year of medical documents too. ..... they stated the ones from the vet weren't sufficient. My dog is healthy and doesnt go to the vet that often so when I submitted documents the next few days I get a completed status and a rejection that states claim not eligible with NO EXPLANATION - how can you deny my claim with no explanation when you required 6 months of documents on my end???? My dog has accident and illness i read the coverage and my emergency should be covered. I have xrays and labs done on top of everything and none of that is eligible? And they completed it on a holiday weekend so that now I cant call and ask for a reason??? Scam. This is ridiculous why are we paying for pet insurance if we cant get reimbursement? So they just take your money... last time I checked money doesnt grow on trees and it aint free $1500 out the toilet.
Insurer: Spot
By: Ginny
In the beginning of our conversation…
In the beginning of our conversation the customer rep expressed to me that your company was concerned about my decision to cancel .... she assured me that being a 3-year patron that she could help me find other ways to enable me to pay the premium and she did... I passed this information on to my co-workers and we've all decided to stay with your company. I am truly and sincerely pleased with the outcome! Regards, Patricia O Alexander
Insurer: MetLife
By: customer Patricia Alexander