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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I really appreciate Nadine
I really appreciate Nadine; she was very patient, professional, and thorough. She explained the options very well, and I secured insurance with the company.
Insurer: Fetch
By: Sabrina Barfield
Dealing with Trupanion was one of the…
Dealing with Trupanion was one of the best experiences I have ever had! They answered my phone calls immediately, and I was connected to a live agent who was able to answer all my questions and assist me with the paperwork. I filed two claims and both were settled within 18hours. Payment was sent out immediately. Everything was covered except I what knew would not be(clearly stated in my contract). After this experience, I would never have another pet insurance except Trupanion! Thank you Trupanion for making my stressful time easier.
Insurer: Trupanion
By: Don
agent was knowledgeable
agent was knowledgeable
Insurer: Fetch Canada
By: aaryan juneja
A problem came up and they labeled it…
A problem came up and they labeled it preexisting. The vet diagnosed it as something different but they still said it was preexisting. They don't mind taking your money though. Bad choice!
Insurer: Pumpkin
By: Jb
Easy use of the app
Easy use of the app. Quick service and turnaround time on claims. Smooth process.
Insurer: MetLife
By: Baker
Customer service is absolutely trash
Customer service is absolutely trash. Another predatory insurance company. I spent hours over calls and emails over 6 months trying to get these people to do their job. They kept picking new things wrong with an invoice even though it was the same invoice. Like saying the invoice cant have handwriting on it, which it didnt. Then they said the writing was not legible, even though it was clearly a typed and printed invoice. Took 6 months to get reimbursement all while they of course continued collecting my money. Right on time. This is not a good service. They don't help. You have to work and work to get these unprofessional losers to do literally the thing they exist for. Terrible customer service and equally bad just service I guess.
Insurer: Pets Best
By: Taylor Rodriguez
Since I have had my pets insured by…
Since I have had my pets insured by MetLife Pet Insurance, I have had peace of mind, knowing that my pets could get needed medical attention, especially in an emergency. This has happened with two of my pets: My pup Juliet’s life was saved by emergency surgery. My kitty, Oliver, contracted a terrible parasite. My vets were able to give both of them the best of care. I can testify that MetLife has been courteous and forthright and refunded every penny that was to due me. I will recommend MetLife Pet Insurance every time. Thank you for being there for me and my pets.
Insurer: MetLife
By: S. Del Gaizo customer
I have had no issues or problems with…
I have had no issues or problems with MetLife Pet Insurance. I have been a customer since 2019 and they have great to work with. They answer all my questions and are very prompt with processing claims and payments.
Insurer: MetLife
By: Sue Falcetti
They collect payment but don't pay out claims!
I had two pets insured with Fetch for over 5 years. They are very good at taking payment every quarter, but that's where it ends when it comes to their capabilities. One of my pets, the cat, unfortunately passed away in the summer of 2025 from old age. He was insured with Fetch for about 4 years at that point, never filed a claim. Upon his passing, I informed Fetch and the following month, the cat was removed from my Dashboard, hence I assumed they successfully cancelled the insurance. In the spring of 2026, I reviewed my credit card statements and low and behold, I see that Fetch kept charging me the premium for the cat for two more quarters. When I called, they claimed they never knew about the passing of the cat. Why then was the cat removed from my Dashboard the month following his passing, I wonder? The dog has been insured with Fetch since he was a puppy. Every year, he went to his annual vet check-ups. Fetch knows every vet he's ever been to. We never had to file a claim for him as he's been healthy this entire time. At age 5, he developed an issue, appears to be harmless luckily and we caught it early enough for him to fully recover but it did create the first claim we had to file. It wasn't much, a few hundred dollars but hey, that's what we have this insurance for after all. Guess what, they denied the claim due to "incomplete health records". They want me to go to every vet and ask for the detailed health records. Again, the dog was insured literally from since he was 8 weeks old, never had to file a claim, and Fetch is aware of every single vet he has ever been to. What do I pay Fetch for if they make me do all the work? I am now in the process of filing a complaint with the Texas Department of Insurance and considering legal action - not for the money but out of principle. They collect premiums but don't want to hold up their end of the deal and someone needs to put a stop to that. If you are in a similar situation and can't find a solution with Fetch, look up your state's Department of Insurance and make sure to file a claim - that's the only way to stop such behavior.
Insurer: Fetch Canada
By: Chris E.
Hard to manuever claims and update…
Hard to manuever claims and update information. Refunds take long. If you want to make a change to your insurance, you lookse your reduction of out of pocket.
Insurer: MetLife
By: Christina