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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You all have been great
You all have been great, thank you!
Insurer: Pumpkin
By: Marritt
Clear Accident Denied Despite Video…
Clear Accident Denied Despite Video Evidence and Vet Letter I am beyond disappointed with Pets Best. While we were on vacation, my senior cat suffered a clear, documented accident. We have video footage showing her claw getting stuck while climbing onto the bed. When she attempted to come down again, she fell and hit the floor. As a direct result of this fall, she became injured and unable to access her food and water, which caused her to stop eating and drinking for five days. During that time she became dangerously weak and required multiple days of hospitalization to recover. This was an accident-only emergency. Our veterinarian provided a written letter explicitly stating that the hospitalization was caused by the fall, not by any pre-existing condition. Prior to this incident, Lucky had no symptoms, no treatment, and no clinical issues related to kidney disease or any other condition that would explain her sudden decline. Despite: • Clear video evidence of the accident • A detailed veterinary letter confirming cause • A clear timeline showing decline only after the fall • No prior issues affecting her ability to eat or drink Pets Best denied the claim, claiming the incident was due to chronic kidney disease — a conclusion that directly contradicts veterinary documentation and medical facts. If you’re considering Pets Best, feel free to look at other reviews with similar complaints. Unfortunately, this experience suggests a pattern of denying legitimate claims, especially when significant costs are involved. When you pay premiums expecting peace of mind, you should not have to fight this hard after a true emergency. I would strongly caution pet owners — especially those with senior animals — to think twice before relying on Pets Best when it matters most.
Insurer: Pets Best
By: customer
Healthy Paws has really streamlined the…
Healthy Paws has really streamlined the claims process and made it very efficient. Everything is submitted online; they immediately send you an email acknowledging that they have received your claim and are working to process it within 10 days. This process helped alleviate a ton of stress when my dog, Coco, was diagnosed with mast cell cancer. She underwent two tumor removals which were sent out to be graded. I was pretty upset and anxious and had to pay out of pocket a pretty significant amount. However, I have had Healthy Paws since I first adopted Coco almost 14 years ago and her surgery, diagnosis, meds, and follow up appointments were all covered. I highly recommend Healthy Paws to other pet parents.
Insurer: Healthy Paws
By: RK
Very prompt return and communication…
Very prompt return and communication easy to process.
Insurer: MetLife
By: Trina Braun
Fetch Pet #1 in My Book
Filing claims is easy. The instructions are straightforward . The issue lies in being unable to leave a message or document other than an invoice or a SOAPs report. This resulted in a quest to speak with a real person. Once I found the number to call and deciphered the code and found that real person to speak with, I found the representative knowledgeable, courteous, and, most importantly, helpful. I suggest Fetch Pet make it a bit easier to leave a message using one's dashboard. For example: I needed to relay that I had no previous medical records because I had just recently adopted my pet, but could not do so. I also suggest that the menu for phone calls include a clearly defined prompt for customer service. All in all, however, Fetch Pet is much easier to deal with than any human insurance company I've had to interact with. Claims are evaluated and paid promptly with clear explanations. I do believe the people at Fetch Pet I have interacted with really do care about my pet, my pet's issues, and me!
Insurer: Fetch
By: Deborah
Our cat munchkin…
Munchkin our cat developed a sarcoma that required surgery with a significant expense. Fetch reimbursement was easy and quick to help offset munchkin’s recovery. Recommend them with out reservation. Dr Thomas Sholes
Insurer: Fetch
By: THOMAS SHOLES
Richard was great to work
Richard was great to work shfg!
Insurer: Nationwide
By: customer
Awesome pet insurance
We have had MetLife pet insurance for over a year now. The app is easy to use and submit claims on. Tracking is great and they always stay in touch with you from beginning to end.
Insurer: MetLife
By: Colleen
Leah was wonderful
Leah was wonderful, kind and answered all of my questions.
Insurer: Fetch
By: Cathleen Woods