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.
77,069 total
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First time submitting claims - great experience
First time submitting claims. The process was extremely simple and got notification via email that they were submitted. One claim results came back right away and the other just a few days later after the weekend. I submitted one not knowing whether or not the items would be covered since we had a bump removed that turned out to be a mast cell tumor during a regular teeth cleaning. The claim representative was quickly able to determine what was covered and what was not within that bill which is hard for people not in the business to decipher. The checks came promptly. Glad we have Pets Best insurance for our dog. Helps us be at ease during this time and just focus on his health.
Insurer: Pets Best
By: Doug
Embrace Pet Insurance…poor reimbursement
I used paid for Embrace Pet Insurance for my dog for many years but hardly ever submitted a claim. In April I submitted a claim for an emergency visit for my dog and it’s been a nightmare to get reimbursed. They claim they haven’t received information which they have. I received multiple and almost daily notices that they need clinical notes from a vet that I already told them he has not seen in years. Their portal was not allowing me to submit requested documents, because it was not working properly but they continue to send me repeated emails even after I email the info myself through the claims department. Their communication system is a mess and they are delaying my reimbursement by any means possible. I’ve been reading that they will find any “preexisting”event such as vomiting a “condition” and not reimbursement. I will update and let you know if they do the right thing and how long it takes them to do it. This experience has been very frustrating and I think they are hoping I’ll give up and stop trying to get my reimbursement.
Insurer: Embrace
By: karen machuca
Very helpful with new puppy
Very helpful with new puppy
Insurer: Spot
By: Tynnell Dunaway
Alex was very helpful on the phone
Alex was very helpful on the phone. I give him a 5 star review. However, I have a complaint about policy coverage which I know Alex has no control over... I have been a Nationwide Pet insurance customer for over 10 years. I have two new kittens. I'm disappointed that there is no "kitten exclusion" for the 14 day waiting period for coverage. I have new kittens who are 8 weeks old. I want to take them in for their first kitten appointment right away, but although I purchased coverage today, I cannot use my coverage for 14 days. By definition an 8 week old kitten who has not been to the vet does not have medical records that need to be reviewed by underwriting. I'm am left making a choice to postpone my kittens health check or pay for it myself even though I have paid for insurance. I can't justify having their health check delayed so I will pay for it myself. Disappointed that kitten coverage is not available to my kittens immediately.
Insurer: Nationwide
By: Kathleen Sedehi
I FEEL RELIEVED …
Easy to understand the different coverage options, low pressure to purchase but ready to help explain, excellent coverage options (I have a puppy) and although I haven’t used it yet, it comes HIGHLY recommended for friendly, professional customer service & support as well as ease of the claims process and quick review! I haven’t even used it yet and it’s already given me peace of mind as I get to know my new little buddy. Seems like a fair premium for my desired level of coverage and care.
Insurer: Prudent Pet
By: Donna Lanier
Left after 3 years due to no coverage and climbing rates
I had MetLife for 3 years. I got my policy when my dog was 1 year old. She is a boston terrior. Just about any time I tried to claim anything it was considered a "pre-existing condition". Not only did they NOT help me with medical coverage my rates went up every year with no help from them. Complete waste of money and time. I will say Customer service reps are great. It is the claims process that tanks the whole company.
Insurer: MetLife
By: Jonna Tucker
I’ve used nationwide for over 11 years
I’ve used nationwide for over 11 years. They do not disappoint. Great customer service!
Insurer: Nationwide
By: Carol Wawrychuk
Website issues & App Crashes
Website issues & App constantly crashing and "dog is off leash" Website crashed and I could not submit a claim. I have tried emailing, twice now, an invoice to be as a claim and no one has got back to me. Now my new insurance term starts today and no one processed my claim.
Insurer: MetLife
By: Olivia Busby
Hospitality
Hospitality, knowledge, explanations
Insurer: Prudent Pet
By: ctcoyyahoo.com