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.
72,682 total
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Ok company
Ok company. Cost escalated when my boy turned 7 yo. than mine. Staff was nice on phone. Would investigate all companies to make best choice. Did reduce to accident insurance as little more than 300 per year and cap 5k reimbursement after 100 deductible. Actually would rate like 4.5 but doesn't allow.
Insurer: Embrace
By: Renee Pfeiffer
Terrific Customer Service!
I use a debit card to make my monthly premium payments. My most recent debit card was compromised and I received a new one (different card number). I tried to think of every account that I have that is paid automatically, but forgot Embrace. I received an email from Embrace stating that it could not process my payment. I called Embrace right away. I didn't have to wait too long to speak with a live person. I spoke with Rachel and she was extremely helpful. She was very friendly, professional, and courteous, and was able to take care of my payment change in no time flat. Her voice was very "sunny" and gave me the impression that the only reason that she came to work that day was to solve my problem. And, she was very easy to understand. I don't know where Embrace's call center is, but this is the first time in years that I haven't had to ask someone to repeat themselves or have to spell out the problem using letters of the alphabet (Help: "H" as in "hello", "e" as in "elephant", "l" as in "Leslie", "p" as in "potato"). Kudos to Rachel and to Embrace!
Insurer: Embrace
By: Camille Stein
On line business can be confusing if…
On line business can be confusing if you are not familiar with the product and have never used it before. Calling on phone helped to clarify things.
Insurer: MetLife
By: Lloyd Kramer
So thankful!
Whenever I hear someone is getting a new puppy I always recommend Trupanion. We have been so happy to have Trupanion on our dog’s side, and the peace of mind knowing that we can choose whatever course of action our dog needs makes it well worth it. The last time we needed to submit a claim, we received payment within a day and a half, and it was deposited directly to my account. The process is so quick and simple. We are so thankful, and Rey is too!
Insurer: Trupanion
By: Stacey
They dont care about aging pets- BEWARE!
I used to be a huge advocate for Healthy Paws, recommending all my friends with pets use their services because they were reasonably priced and quick to review claims. However, due to their new policies for aging pets, I strongly advise everyone stay far away from this organization. I have 2 dogs and immediately bought policies when they were adopted. For almost 8 years, I had 90% coverage with a $250 deductible. Healthy Paws recently came out with a new policy that once your pet turns 7, the highest plan available is only 70%/$500 deductible with no option to pay more for higher coverage or to retain the coverage you had. So they forced me into a policy i didnt choose and only reduced my monthly payments by a total of $20 even though im getting 20% less and double the deductible. The fact that they are doing this based on the age of your pet is disgraceful and highly unethical, as pets need more care as they age (which was their reason for reducing coverage when they replied to my email. It literally said the policy is changing because when pets age the cost of care increases..).This showed me that they do not actually care about your pets well being, knowing that more animals end up in shelters due to high costs for medical care. They are not even willing to stay competitive in their own industry, knowing their competitors offer more customizable plans no matter the pets age. And they know their current customers are stuck with their policies because if we were to get a new policy somewhere else, everything in our pets medical history would be considered a pre existing condition. So the options are to have significantly reduced coverage due to my pets age or have nothing covered at all. Its a terrible position to be put in when all you want is the best for your pets. I’m so upset and disappointed in this company after giving them my business for so many years and am responsible for many of my friends getting policies with Healthy Paws who are now also in the same boat of feeling stuck with this terrible new “rule”. If you’re in the market for a policy, PLEASE get one somewhere else! *and before Healthy Paws tries to reply and recommend contacting them, I did that already. All their reps can do is document my concerns and reiterate what the new policy is.. so its no help.
Insurer: Healthy Paws
By: CV
The process is super easy and pleasant
The process is super easy and pleasant
Insurer: Trupanion
By: Deborah Catherine Mallory
Adding a new FIV+ rescue cat to our policy
Signing up our newly rescued FIV+ cat was a very good experience. The representative, Melody, was very kind and informative. She walked me through the coverage available to him and explained what was excluded. The process was also made easier because the representative had access to our other policies, past and present, so I didn't need to re-provide much of the information. Melody was easy to understand over the phone, and was definitely attuned to the needs and --I don't know...vibe?--of pet parents. Our cats have been covered by Nationwide for several years now and Nationwide has earned, and continues to earn, our trust.
Insurer: Nationwide
By: Brian B
Professional kind
Professional kind. Take the time to explain my concerns
Insurer: Nationwide
By: customer
Customer service was excellent!
Customer service was excellent!
Insurer: Nationwide
By: Audrey
Priceless Peace of Mind for Furbabies
I appreciate Trupanion being there and covering my beagle when he got into a toxin and needed hospitalization for a couple of days. It made the decisions about his care much less about finances and more about his well-being. Trupanion is 100% worth it!
Insurer: Trupanion
By: Michelle