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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The best very helpful
The agent was really helpful and understanding of what I was looking for .
Insurer: Nationwide
By: Jesus Garza
THANK YOU !!!!!
We absolutely love Pets Best and cannot recommend them enough. As owners of a beloved Sphynx cat, having quality pet insurance gives us tremendous peace of mind. When we needed to submit a claim for veterinary care, the process was straightforward, communication was clear, and reimbursement helped ease the financial stress that can come with unexpected medical expenses. Instead of worrying about the cost, we were able to focus on what mattered most our cat’s health and recovery. Our Sphynx boy is a cherished member of our family, and Pets Best has helped us provide the level of care he deserves. We are incredibly thankful for the support, professionalism, and reliability Pets Best has shown. Knowing we have this coverage allows us to make medical decisions based on what’s best for him rather than what we can afford at the moment. Thank you, Pets Best, for helping us protect and care for one of the most important members of our family.
Matteo
"My sweet boy was sick and I had to run him to emergency. Thankfully it was not serious! The comfort in knowing I had insurance to help with the situation makes it less stressful. Very happy with Pets Best. I have been a customer since owning my first pet!"
Pet insurance for my battle buddy
Great company and great pet policy
Insurer: MetLife
By: Marvyn Gaynor
WARNING TO CONSUMERS !!!!
WARNING TO CONSUMERS — BE EXTREMELY CAREFUL WITH PUMPKIN PET INSURANCE *** UPDATE: As you can see below, Pumpkin did not read my complaint and left a generic response explaining pre-existing conditions — which my dog’s emergency visit was NOT! RUN from this company and do not give them a dime of your money — call Nationwide Pet Insurance!! And for all denials from PUMPKIN, call Dylan Whitehead — Head of Claims — directly on his office phone and email (available on Rocketreach) to assist in resolving this matter — then proceed to media complaints, regulatory complaints, Department of Insurance, and binding arbitration to ensure these crooks cover what you are owed ! In my experience, Pumpkin Pet Insurance appears willing to label even clearly idiopathic veterinary conditions as “pre-existing” in order to deny or delay legitimate emergency claims. My service dog recently suffered a serious emergency episode involving Hemorrhagic Gastroenteritis (HGE/AHDS), requiring urgent veterinary treatment and hospitalization. BY DEFINITION AHDS is widely recognized within veterinary medicine as an IDIOPATHIC condition — meaning the exact cause is unknown and it is not automatically tied to prior medical history. Importantly, my treating ER veterinarian specifically confirmed this distinction. Despite this, Pumpkin issued what appeared to be an extremely rapid denial attempt claiming the condition was somehow related to “pre-existing” issues. The denial occurred so quickly that it seriously raises concerns regarding whether the claim received any meaningful or medically competent review whatsoever. Remember consumers — those companies are in the business to deny your claims — NOT APPROVE THEM !! Consumers should understand: Idiopathic illnesses by definition are not automatically “pre-existing conditions.” Veterinary emergency claims deserve individualized, good-faith review based on actual medicine and veterinary evidence — not broad assumptions designed to minimize payouts. If you rely on pet insurance for true emergencies, I strongly encourage you to carefully review Pumpkin’s handling practices, denial standards, and appeals process before purchasing coverage. I am currently pursuing formal appeals, veterinary documentation, and additional regulatory review regarding the handling of this matter. I am sure Pumpkin will reply to this review spouting some generic scripted diatribe — DO NOT BE SWAYED ! Pet owners purchase insurance for peace of mind during emergencies. In my experience, this process created the exact opposite. BE EXTREMELY CAUTIOUS with this company — there are amazing alternatives out there that will not scam the consumer under the guise of pre-existing conditions (Nationwide to name one!). RUN from this company and save your hard earned money from these vultures in sheep’s clothing !
Insurer: Pumpkin
By: Joseph S.
Great Pet Insurance
Spot Pet Insurance has been very easy to work with when I need to file a claim. They get back to me right away and keep me advised of where they are in the process. It takes only a few days to get payment for my claim and they give me good feedback if a claim is not eligible.
Insurer: Spot
By: Kim Pierce
Avoid Met Life at All Costs.
I would strongly advise anybody looking for pet insurance to look elsewhere. Working with this insurance company has been an awful experience and severely affected my mental health. Here’s the backstory: My fiancé recently started a new job and as a part of her company’s benefits it includes pet insurance through Met Life. We have a 15 month old Pit Bull and prior to this year we have been in and out of the vet because he’s had accidents with other dogs and he has really bad skin allergies. So after she started this job we figured it would be a good idea moving forward to get pet insurance for him to cut down on the cost of our monthly vet visits. BIG MISTAKE on our part. Literally the day our policy started our dog had an accident. He fell down the stairs and after the fall he started limping. When we took him to our vet he indicated that our dog would need knee surgery and referred us to a surgical practice to get the operation. At the time I thought to myself “Thank God we have pet insurance” but after getting the TPLO surgery (which was 6k+ btw) and submitting our claim our 2+ month nightmare began. When the surgery concluded, a week later we got notified our claim was denied classifying it as an “illness” and that the injury was before our policy’s illness effective date which is 14 days after the policy starts. When we called customer service they said that our claim was denied because the cause of the injury could not be determined from the SOAP notes we submitted. We then had to point out in our Vet’s SOAP notes where it states that he fell down the stairs. Despite pointing out the cause of the injury in the notes we submitted, we were advised by customer service to submit an appeal which is a 45 DAY PROCESS. So basically, something that could have been resolved via a notification in their app, an email, or a call started our 2+ month nightmare. Since then, we have had to call customer service weekly to get a status update. That’s because their appeals aren’t tracked via their app so you’re left COMPLETELY IN THE DARK on how progress is going. And oh btw, they will not notify you when documentation or something else they need for the appeal is missing. Because of this, multiple times when we have called for a status update on our appeal we have been informed that we are missing documentation. Eventually it got to the point where we called every single vet he had been to since he was born to get all of his documentation and then we submitted it. AND EVEN THEN THEY STILL MESSED IT UP. The documentation we submitted was never linked to his appeal and so after calling the following week we were told the same thing we had heard for the last month “you’re missing some documents”. We literally had to show customer service where we submitted it in the app and also when we submitted them via email. And then they had to manually go in and attach them to the appeal. And despite that, THEY STILL MESSED IT UP. We literally got an email today (5/29) that we were missing a document from an ER visit. We then had to call customer service three separate times today to explain to them that we did submit the document and show them the email when we submitted it and in the app where it’s located. And oh btw, this ER visit was completely unrelated to the accident. It happened back in July of 2025 almost a YEAR AGO. I would also like to note that their customer service is almost useless. On multiple occasions they have given us conflicting guidance and status. For example, we asked multiple times if the 45 day appeals process restarts when we have to submit more documentation and every single time we were told “No, your 45 day clock starts when u first file the appeal”. Then about 1 week ago when we called for status we were told that our 45 day appeal process started the day we submitted all of the documentation they need… And what’s more frustrating is you can’t even talk directly to their claim’s adjusters to explain the documents that were submitted, what happened or anything. You can’t even correspond via their equally useless app. And if you have complaints to file all you are given is an email address to send them to. So far I have sent two complaints about this process and neither of the responses were useful. Not only that but their customer experience team was WRONG about us not submitting the documents they requested when trying to explain to me why this process is taking so long. So TLDR their customer service is poor, their claims and appeals process is a nightmare, they don’t communicate with their customers, and their processes feel predatory and anti-consumer. I would not recommend this insurance company to anybody. All they want is your money. They don’t give a shit about you or your pets. We submitted our initial claim in mid-March of 2026. It is now almost June and we’re still in limbo.
Insurer: MetLife
By: Ke'alii Siegmund-Winn
SPOT is my first experience with pet insurance
This is my first time with pet insurance. I did my research and felt SPOT was the best choice for both coverage and ease in understanding the claims process. I feel I made the right choice! SPOT is quick to respond regarding submitted online claims, with easy to read and understand allowed procedures and deductible progress, and the option to have reimbursement deposited directly to my bank account. And in the one or two times a phone call was needed for clarification, customer reps have been both knowledgeable, empathetic, and helpful. I highly recommend SPOT. You won’t be disappointed. I’m definitely staying with them for both of my pets!
Insurer: Spot
By: Laura Lay
Quick claim process
We've been with Healthy Paws for many years now. Yes, like everything else, they've made some changes — deductibles and reimbursement levels have shifted somewhat, that's what I've noticed most — but I can honestly say their claims processing has been impressively fast, not weeks later or even a week later, more like a couple of days, and their communication is pretty solid too. Having pet insurance has been a lifesaver, especially since my husband was laid off last year. We'd been paying into it for years without needing to use it much, if at all — until last year. Several vet visits for our elderly kitty, three monthly medications, and a specialist visit later, we are truly grateful to have a good portion of those costs covered. It really does take some pressure off when no money is coming in, and the last thing I want is for our fur babies to go without. So why five stars? Simple: Direct deposit is a bonus, but how quickly they process claims makes all the difference.
Insurer: Healthy Paws
By: Christine B.
Our first claim was processed smoothly…
Our first claim was processed smoothly and fast. The Vet chat line assisted us when the emergency happened and was very helpful. The payment for our claim was very fast and simple to setup.
Insurer: MetLife
By: Mariel D