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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Filled out the application
Filled out the application, they immediately took a double payment off my card (that was not stated very clearly), then sent an email that if I didn't have a vet record within the last 12 months, I'd have to pay for a full exam, out of pocket before they would cover anything. Being short on money for vet visits is why I enrolled. Immediately asked for a refund and no response. This company is a complete scam!!
Insurer: Nationwide
By: Nick
Yorkie Mommy
I have always had a great sense of relief with having Trupanion for my 2 Yorkies. I have talked to a few folks there, personally over the last 11 years or so, especially when I was dealing with my one Yorkie's passing one year ago. You all were so genuine and caring, even as I 'blubbered' to you! You helped me so much with all I was going through. I also received such immediate responses to any and all claims I have have for my two little 'girls'. Thank you...
Insurer: Trupanion
By: Ginny
First time having dog insurance
First time having dog insurance. We brought our pup to the vet. Submitted our recipt by taking a picture and uploading it. Within a few hours our claim was reviwed and we seen a refund to our account the next day. Simple fast and on point. Could not be happier.
Insurer: Spot
By: Rebecca Drinkwater
Highly recommend MetLife!
MetLife has been great and efficient when processing our claims! We’ve had a few medical issues since adopting our cat, things we didn’t expect to happen so we’re more than grateful that we have insurance with MetLife for our cat.
Insurer: MetLife
By: Molly
Choose Pets Best
I cannot speak higher of an insurance company. Pets Best Accident and Illness plan is AMAZING. They have saved me 1000s of dollars in just the first year and a half of my dog Ruthie being adopted into the family. They have great communication, various options for coverage and amount limits. I have the unlimited, 90% reimbursement after my $250 deductibe and it is worth every scent. They are an extremely fair company that does not look for ways to not pay. In fact, I have never had an accident or illness denied, even when my bill was over $1000. Ruthie was a rescue with complete unknown history, so even at 2 years old, they took her as no pre-existing conditions. She came with to me with worms, which I disclosed, and they said since it was short term and curable it did not count as preexisting and they would cover it. It meant a lot because I have heard of insurance companies denying things like that as preexisting conditins with other species of animals (exotics). Pest Best is timely. For most claims, they will get back to you within two weeks. If there is something they need more information or is a complicated or larger amount, they may take 3-4 weeks processing it. They always strive for two, so if they ever take longer, Pets Best will email you letting you know they are still working on it. They will also email you when your claim is fully processed. Once you are issued a certain amount they say it takes 5-7 buisness days to recieve it, but I have gotten mine frequently in 5 or less days. Their customer service is awesome. They are extremely polite and helpful. The app is really easy to use. Also, they have a vet line as a part of my plan and I have used that. It saved me a vet visit and calling poison control. It is free. My impression is that Pets Best sees you and your fur child as beings and not numbers. I never feel judged if I call about my dog doing something like getting into chocolate and then suddenly I need help submitting the claim. Ruthie has had a lot of unexpected health problems and accidents, and I don't know what I would have done without them. They are straight forward, honest, and caring. What they say they cover they do. They will help explain the reimbursement amount and decisions too if you call. They give me the peace of mind that I can treat my dog with top care, which has already saved her life more than once. If you are looking for a great company, please consider them. I recommend them to all my friends and family!
Pets Best has always been the best to me!
This has been my second dog that has been covered with Pets Best insurance. I honestly have never had a bad experience with them, the ease of submitting claims through the app is so very appreciated. I needed to make a claim last year for his second ACL surgery in 2 years so when I took him to our regular vet to make sure that was really the problem and it was confirmed I submitted those bills first through the app. I had received good communication throughout the process from them receiving the claim to processing it and then the final explanation of benefits. It took a very short time to complete this process. I believe most of that visit and costs went towards his deductible. I then needed to take him to a specialty veterinarian who does the ACL surgery about a week later for the surgery to be completed. Again after this happened I submitted all my bills through the app. I again received excellent communication throughout the process. I believe they needed to contact the veterinarian to process the claim, however it was the same place he had his first surgery on the other leg two years prior so they didn’t need anything from me they just wanted to let me know they needed to contact them and would continue on processing my claim. Again every step of the way they informed me of what was happening if it was receiving the claim, processing, contacting vet, and the final explanation of benefits. It took about a week I want to say if that for them to complete all these steps and payment was received within a day or two after they informed me of the final explanation of benefits. It was received electronically through my bank account as I’ve asked it to be. Recently I needed to take my boy in about a month and a half ago for a nasty ear infection. Unfortunately he’s not a fan of the vet or many people really so he almost always has to be put under sedation to receive the proper care. We got through our appointment and I submitted my bills through the app as normal. I did receive communication however the app seems to be a little picky lately about signing in. Before I used to be able to go into the app and just have all my info and account be right at my finger tips however after an update I assume and in between using the app from Nov 2024 to Nov 2025 things changed for me. It is a little frustrating as now when I open the app I have to sign in and then the app opens to my account and it seems like my facial recognition no longer works either. I would hope that those things be resolved as it was much easier and nicer to just go into the app and start what I need to and not have to physically sign in each time. However even with this new sign in thing it still was easy enough as it always has been to submit my bills through the app. I noticed that the communication wasn’t as it was before, I did get an email telling me they received the claim. I then did not have any communication until the final explanation of benefits. Which is fine by me as long as I still know it was received and when they determine the results of my claim. I received the email with the explanation of benefits and those have stayed the same I think, so they are easy to read and understand. I understood it completely and had no complaints on how it was handled. This claim went to his deductible. Unfortunately the ear infection did not end there and I needed to take a culture into the vet about 2 weeks ago for them to reevaluate the situation. I was again given a different medicine and so I submitted these bills as well through the app. Again that all went smoothly aside from the annoying signing in. Received an email that they received my claim and then the final explanation of benefits was also sent by email. These bills were covered besides 5 dollars and payment was received within the week of submitting the claim. I can not say anything bad about the coverage or the procedures when filling out a claim as it is very easy to do and has always been pretty quick in my experience. Update on app situation- I just went into the app and it took my facial recognition so I figured great, it’s fixed! Not really, as when you go to the claims part then it asks you to sign in again…even though it literally just signed me in with the facial recognition, why do I needed to sign in again to see my claims? That part is what changed as I know last year I did not have to sign in twice. Aside from that I will gladly continue to use Pets Best for my pets insurance from here on out. It’s been a good experience from day 1 so don’t fix what’s not broken, they say!
The way insurance should be!
After 5 eventless years with Pumpkin, I finally needed some care for my pup and it was scary as she was facing a double surgery. I submitted the surgeon’s estimate and got approval almost immediately, which definitely helped immensely with peace of mind. After the surgery, I submitted the final bill and was reimbursed within 24 hours. It really helped not having to stress over that aspect of the whole ordeal and to be able to focus on my dog’s recovery instead. The website is very easy to use and submitting paperwork is a cinch. My kitty passed away a few months ago, she was with Pumpkin as well. They sent out a pretty, scented candle with her name on it. I very much appreciated that thoughtfulness!
Insurer: Pumpkin
By: Gabriela Raimander
Fast and thorough
Fast and thorough communication and explanation of process
Insurer: Nationwide
By: Veronica
Worked out well for our pup with a chronic condition
This company has been responsive when we had questions regarding our coverage and spoke to a person on the phone. They've been quick to handle our claims. Initially some big ones due to testing for epilepsy, and ongoing for medications and regular blood work. The claim process online is easy and when they've had a question they have reached out to our vet. We have had no issues with them and are quite happy with our choice or Pets Best.
Insurer: Pets Best
By: carol
Lola’s Illness
My Lola suddenly collapsed one day. I decided to take her to ER. They suggested she see a specialist. I took her there a few days later. Was then referred to see another Dr. and did that too. I submitted the claims to Pet's Best and received regular follow ups in the process. I received my reimbursement yesterday. I have had no issues at all and would definitely recommend Pet's Best."
Insurer: Pets Best
By: Irma