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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Amanda is truly amazing
Amanda is truly amazing! I have had Fetch for 4 years now and she helped me make changes and update my plan! Amanda was kind, resourceful and very pleasant to speak with, I almost switched carriers but i will be a Fetch customer for life. Thank you Amanda :)
Insurer: Fetch
By: rachel
Delaney was very helpful
Delaney was very helpful. Let me know that my upload didn't go through and answered my questions.
Insurer: Prudent Pet
By: Melissa
I’ve been paying over $120/month for…
Hi Ada - We're really sorry to hear that you weren't happy with your experience. We pride ourselves on being able to assist our pet parents, so this is certainly not the experience we want anyone to have. We are sending this over to our customer service team for review now. Ridiculous I regret ever choosing FIGO for my dog Loc. I pay over $100 per month, and every single claim is painfully slow. It takes weeks just to get a basic claim reviewed, and when I file an appeal, FIGO can take an entire month just to look at it — only to auto-deny without doing any real medical evaluation. My dog is medically fragile with anemia, immune suppression, cancer history, and severe GI malabsorption. His veterinarian prescribed these treatments as life-supportive care, not wellness supplements. FIGO even acknowledged in writing that they were part of his treatment plan. But instead of contacting the vet (whose information is clearly in the file), or asking for clarification, FIGO chose the fastest and laziest route: deny everything under “supplements” with zero effort. It feels like FIGO’s system is designed to delay, ignore, and deny, not to help sick pets. Meanwhile, other insurers like Lemonade DO reimburse medically necessary supportive therapy when prescribed for anemia, malabsorption, or cancer recovery. FIGO refuses all of it while happily taking over $100 of premium every month. Slow processing, terrible follow-through, no communication, no medical due diligence, and a denial rate that feels automatic. Choosing FIGO was a huge mistake — I only stayed because it was offered through Costco, and now I completely regret it. If your pet has any real medical needs, avoid FIGO at all costs.
Insurer: Figo
By: Ada Ng
Wait time on phone was 45 minutes
Wait time on phone was 45 minutes. This is pretty bad when most companies now have the option to get a call back when a agent becomes available. Then changed my email address but now I can't log in to my account. Another 45 minutes on hold. Seriously something needs to change.
Insurer: Pets Best
By: Kelly Wilson
My heart broke… but fortunately we had insurance
My heart broke when a large dog attacked my service dog. The long recovery process has been challenging for all of us. The owner's dog never offered to help pay for the medical bills. Pumpkin Insurance never hesitated to pay out their share of my invoices, and therefore, with all the life-changing issues with KAZ’s health, at least I don’t have to stress over paying 100% of the medical bills. We are still in recovery mode, and it is still tricky, but now with PT, I hope my service dog can return to taking care of me.
Insurer: Pumpkin
By: Melanie Whaley
Charlene who assisted waa very friendly…
Charlene who assisted waa very friendly and efficient. Explained things thoroughly. Thank you
Insurer: Pumpkin
By: Mimorie
The agents are all very friendly and I…
The agents are all very friendly and I think that is really important.
Insurer: MetLife
By: haley
sadly i have to give one star
sadly i have to give one star - otherwise i would give zero. This company has zero customer service. Due to a life changing situation (stroke) we wanted to cancel the policy. they ignored several emails regarding cancellation and refund and continued the policy and now don't even let us cancel the policy - no access now to policy or log in but charged our credit card. The absolute worst experience in an already exhausting life changing situation. awful. the worst experience.
Insurer: Embrace
By: Heike Kraemer
Agent Todd Johnson is great!
The agent Todd Johnson was very informative, kind and patient. He helped us understand quotes, policies, etc.
Insurer: Nationwide
By: Crystal Lynn
You shorted me $116 on a claim
You shorted me $116 on a claim. Not trustworthy.
Insurer: MetLife
By: customer