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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the app is easy to navigate to submit…
the app is easy to navigate to submit claims and see EOB's. However, I did not realize there was a 90 day time limit to submit claims, it was never mentioned previously that I recall.
Insurer: MetLife
By: customer
Too long to process claims
Too long to process claims. Long wait times on hold.
Insurer: Spot
By: Linda Svenson
Not sufficient value for the cost
After 7 years of being a paying customer of Embrace, the company jacked my dog's insurance from $1197 to $2352 with no change in deductible, % covered or total claims allowed. My dog is 11 years old , 12 pounds and very healthy. Since 2019 I have filed only 10 claims for her mostly concerning her teeth cleaning - all were minor claim payments. I received an email requesting that I contact Embrace for an explanation. Customer service offered me a new policy for ~$800 that didn't't cover any pre-existing conditions like a tooth that needed to be pulled during cleaning. They were obviously cutting older dogs from their membership. Even at $800, I don't feel that I am getting value for money. There are a lot of other pet insurance options.
Insurer: Embrace
By: Virginia Reck
The customer service is wonderful
The customer service is wonderful. They have been responsive and stir service is great.
Insurer: Nationwide
By: Vito Cicchetti
Thorough and simple
The customer service representative was very professional and thorough in explaining coverages and exclusions. The process was simple!
Insurer: Nationwide
By: Kenzi Siglow
Great Customer Service
I've been using Nationwide Pet Insurance for a few years now. The customer service is great. Knowledgable, curteous, and willing to answer my questions without making me feel rushed to make my decision. I shopped some of the other pet insurance apps, and Nationwide is the best price and coverage for me and my 3 fur babies.
Insurer: Nationwide
By: Terri
Great customer service
Great customer service. Very prompt reimbursement.
Insurer: Fetch
By: Kathleen
In my experience
In my experience, the claims process with Pets Best has been slow and frustrating. They state that they respond to emails within 72 hours, but I have often waited several weeks for a reply. I have also been asked to provide additional documentation after submitting the information I already had available, which made the claims process feel unnecessarily complicated. Communication has been another challenge. Some of my emails were not answered, and I did not receive reminders before a claim was closed. When claims were denied, the explanations did not clearly identify the specific reason for the denial or what additional information might support an appeal. For my family, the process has required more time and follow-up than I expected. I have only one dog, and managing the claims has still been a significant administrative burden. Based on my experience, I would have difficulty recommending Pets Best to others looking for a straightforward claims process.
Insurer: Pets Best
By: AN
Great experience
I never had pet insurance before and I thought the process of submitting a claim would be pretty intense, but instead I found this to be straightforward and very easy. My claim was processed quickly with no issue. I’m very satisfied with SPOT and I would definitely recommend to anyone.
Insurer: Spot
By: Maria Jones
claim was processed so fast.
I couldn't believe how quickly my claim was processed. I think it was less than a week and I had my money. They sent the money directly to my CareCredit account because that's what I requested. I'm so impressed!
Insurer: Pets Best
By: terri