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 used to recommend this company but sadly not anymore
I used to recommend this company highly. Sadly since Chubb bought it 2 years ago I have noticed a steep drop in the quality of customer service. They raised our coverage 21.2% twice for each of these two years. They also DECREASED our reimbursable rate without any explanation except a generic letter that said my pet is not eligible for the 90% rate I have paid for for 11+ years. After 1 hour+ talking with 3 polite but ineffective people, I learned that this year Chubb decided that pets over 7 can't get more than a 70% reimbursement. (not explained ANYWHERE in writing in their correspondence or the website) On top of everything else they started charging a "processing fee" for an account payment I have always made through checking. Finally, when I asked to see the billing records explaining the increases and processing fees over the past year I(not available on their website) the agent told me he would have to put in a request to have them sent to me in 10 to 11 business days. I asked to speak with a higher level person and he promised me somebody would contact me in a couple days to make a phone date. Not holding my breath because the same agent sent a follow up note with incorrect details about my billing request, and from a "no reply" email address. Clearly this company is all about greed and misleading its longtime customers now. SO, today I called the NYS Finance Department and they encouraged me to file a complaint based on all of the above. I will be doing that next week. P.S. I notice another Trustpilot site with far lower ratings. Check it out! Wondering it this one's being boosted by company plants.
Insurer: Healthy Paws
By: BK
I provided the requested information…
I provided the requested information and they made payment . Nice to NOT have to call continuously to be paid! They followed thru !
Insurer: Spot
By: Cathy Mcgill
Literally, the reason my dog is alive.
Claims paid out very quickly. Awesome customer service. (I had questions.) We were able to give him life saving treatment with the assistance of Trupanion.
Insurer: Trupanion
By: ddub
it takes sooo long to review you claim…
it takes sooo long to review you claim .it was about 8 days to review the vet bill .it is almost 1 month, and I still did not get the check.
Insurer: Spot
By: Roberta Yezo
They responded quickly with kindness…
They responded quickly with kindness and caring!
Insurer: Spot
By: Janis
I have been trying to submit claims forEVER…
I have been trying to submit claims for months!! I get the two step verification code message, and I get the code, but then I get an error message saying there was an error and I never get a place to put the code in. I have sent multiple emails with no response, I have called every phone number they list, only to have to listsen to the same flippin message about how great they are, only to be disconnected every single time. How is I pay a large premium but can't get a hold of them or am I able to submit a claim. I finally got on to the site Sunday while I was working and didn't have time to submit my claims and thinking they had taken care of their "Portal" issue.. only to come in today, try to log in and here I am back in the same endless loop of not being able to log in to MY portal. WHAT IS GOING ON EMBRACE!!!!
Insurer: Embrace
By: Susan
An insanely long time to reach rep on phone
There was a problem with my Embrace account. The message was I needed to call a 1-800 number: 1-800-660-8726. No other option like chat or text or email was provided. So I called. It took over 40 minutes to reach a human on the phone. The human was polite and nice but could not resolve my problem and had to submit a ticket to the technical department and said they will get back to me with 14 days or so. I am never wanting to call Embrace again and waste 40 mins to 1 hour of my life on the phone, listening to background music, waiting to speak to someone. You need to give us an email address or a text message option where we can send messages and concerns. We’re not gonna sit and wait for 45 minutes on the phone waiting for someone to pick up.
Insurer: Embrace
By: Yohaan
Amazing experience
Amazing experience! Melody made the process super easy
Insurer: Nationwide
By: CB
Aileen was very helpful in getting me…
Aileen was very helpful in getting me to the right people to add my second cat. They made the process very easy.
Insurer: Fetch
By: That Daily Deal Customer
The professional and very informative…
The professional and very informative response in a timely manner!
Insurer: Fetch
By: Holly