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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Nightmare claim process
We adopted a 13 month old cat from a rescue shelter in Oct 2025, established a vet account with an initial exam and then purchased insurance from Spot. In late Nov 2025 we had a return visit to the vet for a minor medical issue. We submitted an online claim, mainly to see how the process worked since the dollar amount was only $81. Well, weeks later we receive an email stating that health records from 1/1/2024 are required. We had sent all records available already during the claim process, and being a rescue, the oldest records were from Sept 2025 when the cat was processed by the rescue center. I called the Spot help line trying to explain that there are no health records prior to being rescued. I was assured that this information would be passed on and the claim would be processed. Several days later we get another email reiterating the requirement for health records from 1/1/2024 to be supplied or the claim would be denied. At this point we cancelled the policy. If health history is required for the first claim, the information required should be part of the policy application not months after paying and discovering that Spot does not know how to process a first claim for a rescue with limited health history.
Insurer: Spot
By: Gb
Spot Pet Insurance offers comprehensive…
Spot Pet Insurance offers comprehensive coverage, easy claims, and excellent customer support. A reliable choice for keeping pets healthy and protected.
Insurer: Spot
By: chemmy K
The process was so simple and…
The process was so simple and convenient to sign up!
Insurer: Nationwide
By: Hannah
It was easy to navigate and easy to get answers.
It was easy to navigate and easy to get answers. Customer Service was also helpful.
Insurer: Nationwide
By: Rita Shustitzky
I am very pleased with the customer…
I am very pleased with the customer service and the ease of submitting claims. I have had two of my pets insured with Met Life, most recent was Holly…who recently became very ill and passed on 12/5
Insurer: MetLife
By: Margaret Fincke
Representative was very helpful and…
Representative was very helpful and informative about getting me appropriate insurance for my little Lily.
Insurer: Prudent Pet
By: Cecile Musso
Don't insure with Healthy Paws. Years later, you'll be sad.
I've been a loyal customer of Healthy Paws Pet Insurance since 2016. No more happy customer now. I can no longer recommend them. And, I'm sorry for having recommended this company through the years. My dog had a yeast infection in her ears and was denied coverage because she had an ear infection of MRSA eight years ago when I first got her. She was not covered because it happened during the wait period. I understood that. At that time (2016), I asked if she would be covered in the future if it wasn't MRSA and if it was many years later. I was told that they would cover it. Well, they lied! She recently had a yeast overgrowth in her ears after eight years that was not MRSA, but they still denied covering it as though it was a pre-existing condition. Their insurance rates are increasing exponentially. Their coverage is less available along with higher premiums, higher deductibles, and higher costs with a smaller percentage covered. I've read that this is happening to so many customers who have faithfully paid thousands in premiums like I have, but are now treated poorly after many years. It is just not right. And, what makes it worse, we are trapped because our pets now have pre-existing conditions.
Insurer: Healthy Paws
By: melinda artoday
Fetch paid for my dog's spay surgery
I'm happy that Fetch paid for my dog's spay as well as some other items. However, Fetch denied payment for the double hernia repair surgery performed at the same time, because she was born with the hernias and they said it was a pre-existing condition. That's out of anyone's control, and the surgery was medically necessary, not a choice. I feel Fetch should have paid for the surgery because the hernias were growing and visible and they had to be repaired.
Insurer: Fetch
By: Diana Poole
GREAT service with some room for improvement!
We’ve had our policy for 2 months and overall the service has been great! The only issue I’ve had so far, which was taken care of, is that one of my claims was processed through the automated system and deemed as a pre existing condition. Since my pup has had insurance since the day we brought her home, this was impossible. A simple call to customer service and my claim was pushed back in and approved within 24 hours and we were reimbursed successfully after only another 1-2 days! This is impeccable service in my opinion. I would recommend revamping the automated processing system to avoid this mistake in the future as some pet owners may not know to call about this issue which could result in a negative experience and loss of customer! Also, every CSA I’ve spoken to has been wonderful! Glad we switched away from Pets Best!
Insurer: MetLife
By: Athena & Zara
Talking with the staff was very…
Talking with the staff was very pleasant but I’m still waiting on the results of the information I sent in
Insurer: Spot
By: Irma Devich