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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Todd was super friendly and helpful :)
Todd was super friendly and helpful :)
Insurer: Nationwide
By: customer
My sweet cat passed on New Years from a…
My sweet cat passed on New Years from a fungal infection the vets didn’t catch. I took her to the ER multiple times, to her regular vet, and to a specialist. It took me 2.5 months before I could even look at her vet bills and submit for reimbursement. When I finally did, Spot processed my claims quickly and hassle-free. They cancelled my policy effective 1/2/26 without me having to do that too. I also got a nice email and even a phone call with condolences. It may not seem like a big deal, but it felt like a nice gesture. 10/10 recommend.
Insurer: Spot
By: Lorena A.
Practically doubling monthly premiums for their own profits
I’m so disappointed in this company and will be canceling my policy due to their outrageous increase in premiums. I’ve had pet insurance with them for 1-3 cats for more than a decade, and over that time they’ve been generally great, but in the last two years my monthly premiums have skyrocketed (from $94 to $124 in 2025, and as of February from $124 to ***$211***!!! Bear in mind, two of my three cats are ages 3 and 5, and the other is a healthy senior (9)). This unfathomable increase is not because I placed too many claims (I placed only one in the last few years) but because “As overall claim costs continued to rise, we periodically adjust our prices…These adjustments help us ensure the long-term sustainability of our program so we can continue covering veterinary costs without limits.” So…because more people are getting pet insurance and Healthy Paws has to reimburse customers for covered care…the sole reason insurance companies exist…my premium is practically doubling? Absolutely not. I’ve recommended Healthy Paws to dozens of people over the years. I rescue and foster for several LA-based dog and cat rescues and whenever I place an animal I refer them. As soon as I finish this, I’ll be emailing all of them and suggesting they look elsewhere. Healthy Paws has decided price-gouging and profit are more important than offering reasonable monthly premiums and keeping long-time customers. I hope they lose a lot of business. Shame on them. Edit: To their suggestion that I call them, I did, and they told me there's nothing they can do. I can either pay this new premium to stay covered at my current rate, decrease my coverage to lower my premium, or cancel. I'm canceling. This company is trash.
Insurer: Healthy Paws
By: Laura Terry
Happy customer
MetLife is always prompt in handling claims.
Insurer: MetLife
By: Ann Robarge
Scam
This company is a scam. They will do anything possible not to refund your claim. They request documents after documents from both you and the provider. Its been 3 months and still asking us for my documents. Our dog had a chemical burn and they want to say its a pre-existing condition. They had no issues taking our monthly payments. Run dont use this company.
Insurer: Embrace
By: DJ PAPY MIX
I forgot Rebecca’s last name
I forgot Rebecca’s last name, but she was the representative I spoke with. I was truly amazed by how she interacted with me, especially knowing that I have some English barriers. I was very impressed and grateful for how enthusiastically she explained everything regarding signing up insurance for Milo. She made me feel relaxed and comfortable. She listened carefully to all my concerns and took the time to understand my needs. She patiently explained every detail, making sure I understood the entire process—especially how claims are processed from the veterinary clinic or hospital. It’s rare to find a customer service representative who is so patient and willing to educate someone over the phone. Thanks a million to her.
Insurer: Prudent Pet
By: ebanariagmail.com
So happy to have selected MetLife Pet…
So happy to have selected MetLife Pet Insurance. Easy to submit my claim online and they respond immediately after receiving it. They are quick to review my claim and inform me the amount that is being deposited in my bank account.
Insurer: MetLife
By: Evergreen
Real life savers!
Healthy Paws have literally saved my dog Pablo‘s life. I am forever grateful that their team is very easy to work with have not had any problems, and when it matters most they come through quickly without delays. Without them,I probably wouldn’t have my fur baby today. I hear of people having issues with their pet insurance and I can’t say that I have one thing to complain about. Whenever I’m sitting in the vets office, which unfortunately has been quite a few times, I always tell people about Healthy Paws. They truly are lifesaver!
Insurer: Healthy Paws
By: Deanna Duran
I am in my 70’s and was having…
I am in my 70’s and was having difficulty in providing documents online. I reached out, and Maddi L. responded. Her kindness and support meant more than I can say. This is my first interaction with Prudent Pet Services and I am very impressed. Thank you, Maddi!
Insurer: Prudent Pet
By: Jeannette
Easy to apply
No confusion, everything answered.
Insurer: Prudent Pet
By: CAROL A ROSE