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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Regret Switching to Embrace Pet Insurance
I am a 20‑year USAA member and chose Embrace only because it was backed by USAA. That trust was misplaced. My experience has been nothing but frustration and obstruction. My 7‑month‑old puppy broke her leg and required surgery. When I submitted the claim, Embrace denied it, citing a hidden “orthopedic form” requirement I had never been told about. How could anyone anticipate their puppy breaking a leg? That’s the whole point of insurance. Now I’m left with a $7,400 bill and no coverage. On top of that, my claim for medication has been rejected multiple times. First they said the invoice was “not legible,” then later claimed it was missing my dog’s name. I resubmitted four times before getting this explanation. I pay $350 a month and have had only one claim approved. The hoops Embrace makes customers jump through are unreasonable and feel designed to avoid paying legitimate claims. I regret switching from Nationwide to Embrace, even with the so‑called USAA discount. This company has been a complete disappointment, and I will be reporting these practices to USAA. Disgusted and regretful customer.
Insurer: Embrace
By: Mary
RIP Healthy Paws - I miss what you once were!
I hzve had 4 dogs insured with Healthy Paws going back to 2011 - just a couple of years after they began business. Up until this past year there was no doubt as to their being an incredible 5 star company that was truly pet asd people centric, Enter Chubb who was doing some of their underwriting but bought them out and is now the owner. The company is already suffering greatly azd I can no longer recommend them. First as others have written I believe they are selectively targeting policies they want to dump by egregious rate increases. My dog's renewal came a few days ago. The real difference in her is her age it went from 7 to 8 - still young, but the rate increase was over 70% to $270 per month for 90% coverage and $500 deductible. In the past if you want to lower your premium, you wre offered multiple possibilities in the deductible and coverage level. I was offered one aLternatrive if I didn;'t want the new premium..... I was offered 60% coverage and a $1000 deductible. No other options. I understand the cost of veterinazry medicine is going up fast and I live in a pricey zip code but even then the cost of veterinary care has risen about 21% over the past 2 or 3 years on average,. 70% increase in my rates is disgusting, It doesnt stop there with economic pressure. My then 7 now 8 year old hazd one of her first actual claims - not even enough to get out of the deductible. Mind you she has been continuously insured since she was 8 weeks old and had proper examinations as a puppy and adult. There was no preexisting condition because she was insured at that age with a clear r4port and no history of claims, A no brainer. They kept demanding records that didnt exist and looking for conditions that werent there or wouldnt have mattered, Anything would be covered, because anything found would hazve been while she was insured with no preexisting anything,. They just wouldn;'t settle the claim. Customer service went from friendly in the old days to possibly outsourcfed (non US) and clearly not pet centric support,. They then made up a reason to deny my simple claimi that did not stand up to an appeall, I prevailed but it was a hassle that never would have happened in the old Healthy Paws, They were great, but now they're gone, apparently.
Insurer: Healthy Paws
By: Jeffrey Goodman
Great experience and always very…
Great experience and always very professional!
Insurer: MetLife
By: Marisa Diran
Someone actually picked up the phone…
Someone actually picked up the phone and helped figure out exactly what information they needed from veterinary clinic.
Insurer: Prudent Pet
By: sordahldmfrontier.com
It really helps with the high price of…
It really helps with the high price of medical bills for our dog. Very helpful customer service. We highly recommend!
Insurer: MetLife
By: customer
Overall a Decent Experience
The highlights of this transaction: I was notified when my claim was received, when it was reviewed, all activity that slowed down approval, and when it was accepted. What would make the experience 5 stars is communication about when the check was sent. I received the check this week. I now have to figure out when a reimbursement check was sent for a previous claim
Insurer: MetLife
By: Tech Not
Highly Recommend Healthy Paws - insured since 2011
I don't usually leave online reviews for products and services, but I rave about Healthy Paws to everyone in my life. I've been with them since 2011 and have had numerous pets covered with them. They have been a spectacular insurance company. I cannot recommend them enough. Never had an issue with coverage, fast reimbursement, and stellar customer service. If only all insurance companies acted this way.
Insurer: Healthy Paws
By: NYC Pet Owner
Great company
Great company! Life saver when a pet goes through a medical emergency. Very quick on reimbursement and honors the contract. Highly recommended because you never know what is going to happen!
Insurer: Healthy Paws
By: Natalie Baldwin
Note of heartfelt thanks
I wanted to send a note of heartfelt thanks as a longtime Fetch policyholder for my dog. Every time we faced a medical situation, Fetch consistently covered everything according to the policy. My dog underwent multiple surgeries and radiation treatments, and most recently, we lost her to liver cancer. During such a difficult time of grief and loss, having our final claim approved was a tremendous relief. I recommend Fetch to all of my friends and am truly grateful for the support you provided throughout this journey.
Insurer: Fetch
By: Jennifer F