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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Overall A- But Negative Recent Experience
The vast majority of my experiences with HP have been very positive. However, when I recently called CS regarding a mistake I made with a claim submission, the CS agent promised to adjust the claim accordingly and remove incorrect medical notes that I had originally submitted. However, over a week later, the claim remains unresolved with an error message in the portal that is unchanged. The original mistake was mine and I own it. The CS agent was polite and professional and it sounded like the call center was outside of the USA from my end. While I might anticipate an out of country call center for other service, I never would expect it from a reputable insurance carrier. The matter remains unresolved.
Insurer: Healthy Paws
By: Finger Lakes Labradors
Employee professionlism.
Employee professionlism.
Insurer: MetLife
By: customer
Talked to a rep for your company
Talked to a rep for your company. She was friendly and helpful.
Insurer: Prudent Pet
By: Lynda
Scammed
The worst insurance ever uses tactics to deny claims. Charges me a $177 just about for one dog who only had some acute problems, like a bad ear infection and Arthritis of course, because she's getting older and a urinary tract infection. They're asking me for records from 3 years back. This dog hardly ever went to the vet. So I don't understand why I would be given such a hard time and charge. So much money to boot their customer service is terrible and they take long to process claims. And they're too expensive. Do not cover your dog under this insurance. Insurance i've had them for a while on my dog.And they don't want to pay me any money for her.What is the point of having it?If i'm paying all the bills. Update 12/17 @ ASPCA it seems you give the same generic response to everyone from what i've read on all the negative reviews about this insurance. passing it on.? You're not changing your tactics or your ways and you are overcharging your customers and not covering their pets, if the pets are young possibly that's when you cover.But obviously you are not correcting the problem and lame excuses is all I've read throughout.
Insurer: ASPCA
By: Karyn \
Great insurance
Great insurance! Easy to work with great customer service.
Insurer: Pumpkin
By: rob
My dog passed away, and they said they hope he's doing well
My dog passed away, but several of his claims are in limbo. I reached out to inquire and let them know I hoped for efficient processing as my dog had passed away and I cannot bear to communicate with them any longer (see my previous review regarding poor customer service). The reply was: "I hope you and [dog's name] are doing well!" Avoid this company. The customer service they were known for prior to Chubb no longer exists. They're also holding payment on claims for medications that were previously approved and paid on a regular basis.
Insurer: Healthy Paws
By: Lisa
Nadine Van Ness was so patient with me
Nadine Van Ness was so patient with me, she explain every detail and answered all my questions. Extremely helpful.
Insurer: Fetch
By: Lucille
Horrible company
Horrible company. We had our pet insured with them since 2020. They never approved our claims. We believe this to be a scam. we paid them over $6000 and we got nothing. We are demanding a full refund. My recommendation is to avoid them.
Insurer: Healthy Paws
By: The Learning Path
The process was pretty easy & went…
The process was pretty easy & went pretty smoothly. However, when I tried to upload additional docs for my claim after I had already submitted it, the software told me that I had successfully attached those additional docs, but they didn't show up in my view of the claim. So, I had to call the help line to get this taken care of. The customer support agent was nice, but couldn't see those additional docs either and asked me to just wait a few more days into the claim review was complete. It got reviewed and approved in ~5 days. I just wish I hadn't had to call support.
Insurer: MetLife
By: customer
Healthy Paws is AMAZING!!!
Healthy Paws has been an absolute BLESSING for our family!! We have 2 German Shepherds that have been insured with Healthy Paws since they were about 6 months old. They are now 5 and 8 years old. They have both unfortunately required emergency services at different points in their life and endured life-saving measures at the ER hospital. Healthy Paws provided peace of mind. To be able to pay for the services without worrying about having to get a second mortgage or going into debt because we knew Healthy Paws had our back is just a blessing. They have had our back since day ONE! We are so incredibly grateful for them and will continue to use them as long as we have our fur babies and will recommend them to everyone that we know!
Insurer: Healthy Paws
By: Eh