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.
76,258 total
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I am not happy so far
I am not happy so far. I submitted my first claim in November 2025 for surgery for a testicle that did not descend. They claimed it was a routine neuter and so was not covered. irritating but i guess i understand. i then had more issues with my cat so submitted several visits about 6 month later in April.. it's been a month so i logged on to get an update and its saying that they are still waiting on medical records. i called to follow up and it says its a 40 min wait. i logged in to check my policy more in depth and it looks like i "opted out" of perscription and exam fees. I dont even remember this being an option when I signed up! its like nothing is covered!! if you want the bare minimum coverage, a 50% chance of being covered when need, and 0 customer support, choose Embrace.
Insurer: Embrace
By: D S
Claim Processing Challenges and Extraordinary Annual Premium Increases
I have had Healthy Paws pet insurance for my two dogs since they were 12 weeks old. They are now 11 1/2 and 9 1/2 years old. They're very healthy dogs and have had virtually no claims their entire lives. Two months ago, my 11 year old had a wellness exam and his bloodwork had anomalies. The vet recommended x-rays followed by a visit to a surgeon, an ultrasound and a biopsy. Healthy Paws paid the initial claims related to these procedures, up to the $1,000 deductible I have, but now all of a sudden have demanded my dog's vet records since he joined my family 11 years ago! This is to cover the cost of the latest ultrasound and biopsy. When I questioned how this makes sense given the company has already approved claims for this same issue and already have the records documenting when the issue was first detected, I get a response that doesn't address my points and merely reiterating the demand for all records. I find this particularly outrageous, especially given the astronomical premium increases the company regularly imposes. I have literally spent thousands of dollars on premiums with Healthy Paws and am now stuck with the company, sadly. And now the company is slow-walking and imposing obstacles seemingly trying to deny the latest claim (which is roughly $550, though it's already approved claims totaling $1000 (conveniently my deductible) for the same issue. It appears now that I've met the deductible and it's time to start paying 70% of my claims, the company is resisting approving additional claims. When I adopt another dog, I will definitely be shopping for a different pet insurer. I do not recommend Healthy Paws for anyone shopping for pet insurance.
Insurer: Healthy Paws
By: Bob M
Excellent Customer Service
Every single Trupanion representative that I've spoken with has been friendly, patient, very helpful, and extremely knowledgeable. If only more companies provided this level of customer service. Thank you.
Insurer: Trupanion
By: Alexandra
Taking over a month to get reimbursed…
Taking over a month to get reimbursed for a claim that was already approved almost not even worth doing the claim, then when i contacted customer service i never got a response.
Insurer: MetLife
By: customer
Quick reliable service Simple easy…
Quick reliable service Simple easy to follow directions on claims Immediate feedback
Insurer: Fetch
By: Ann Ahearn Avitabile
Our questions were answered courteously…
Our questions were answered courteously and we were able to make an informed decision regarding the care for our little dog.
Insurer: Pumpkin
By: Terrance
Each time I called to check on a claim
Each time I called to check on a claim, or ask a question everyone was so helpful and easy to talk to. I appreciate all their help and consideration.
Insurer: Fetch
By: Ann
Very fast response time and great…
Very fast response time and great communication
Insurer: Pumpkin
By: Michael
I’m not completely happy
I’m not completely happy. It takes a long time to receive payment. I submitted 4 claims on 6/30 and the 3 smaller ones were reimbursed quickly. The 4th which is larger due to our annual teeth cleaning is still “processing.” The app is not user friendly either because you can’t type messages or narrative about your claims or requests for follow up. I literally have to type out a document and attach it instead of being able to access a text box like I’m doing right now to make this feedback comment on my service experience. Fortunately I hardly max out my payout allotments each year (means a healthy dog!) but my premiums go up drastically each year. Instead you add more “spend” allotment as a carry over. I’d rather the premium savings each month but when I’ve asked this I’ve not been welcomed with help.
Insurer: MetLife
By: customer
Avoid This Company
They automatically denied my dog's claim with no identified medical reason. Probably because there is not a legitimate reason for the denial. The claim appeal process is not easy, and it is not available in the app. They request 18 months of medical records before coverage began even though they already have the SOAP files for every vet visit your dog has had since adoption. They are basically trying to get you to drop the appeal. I suspect they plan to continue denying the coverage. They do not respond quickly to claims nor concerns. There is no way to cancel your policy on the app or website. There is no way to change your coverage to a lower deductible on the website nor app. They want you to call them because unlike reputable companies they seem to want to avoid a paper trail. They will not allow you to remove your payment method. My advice is to avoid this company.
Insurer: Pets Best
By: Alice