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.
73,542 total
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Amanda was truly a pleasure
Amanda was truly a pleasure. I felt that she cared about my family and my dogs and she was also genuinely enjoyable to talk to. I feel great about my Fetch policies!
Insurer: Fetch
By: Jacky Hicks
Great Coverage
Pets Best handled my claim effectively. Glad to have my dog covered!
Insurer: Pets Best
By: Isa
Pets best
Their there when you need them Thank you
Insurer: Pets Best
By: Donna
Complete scam
Complete scam. My dog (incredibly young, btw) came from the shelter with (likely preventative) treatment, now almost a year later this apparently is a "pre-existing" condition even though the tests he just received, had literally nothing to do with this temporary illness he may have had months and months ago. His first ever vet visit cleared him as a "perfectly healthy dog." Now, this will be an exclusion for ANOTHER YEAR even though again, none of these issues are even related to each other (also the recent test that excludes him from future coverage, and we paid for 100% out of pocket apparently, was literally diagnosed as NOTHING, at most anxiety or over excitement). Not to mention, their website & app is INCREDIBLY glitchy. Half the time I can't even get into my portal, and there's a 50/50 chance when I login it will say they are having a technical issue of some kind. It also takes weeks to get a response from customer service unless you send multiple follow-ups. The processing time they advertise is not at all accurate. 100% regret throwing any money at this company. Edited to add - wow! It may take days and multiple follow ups to get a response as to why your claim has been ignored for weeks, but when you post a public review, they really do respond quickly! We went through the entire appeal process as well, with our vet aggressively advocating for us, and they actually made the ruling worse than we started with. Just know if you move forward with Embrace, you will be punished every single time you choose to be a good pet parent and take your dog to the vet just in case. Even if they don't pay a penny, they'll use this as justification to cover nothing in the future. Not sure how they sleep at night knowing they are advocating for people not to get their pets checked out.
Insurer: Embrace
By: AK
I am not computer literate
I am not computer literate. I called and spoke with wonderful, intelligent, personal people who helped me with questions about how to file claims and future procedure estimates. I am very grateful.
Insurer: Trupanion
By: Heather
Smooth claims process as always
Smooth claims process as always. Every time I call they are very respectful, polite and sincere. I highly recommend them to anyone who is looking for pet insurance! They will not disappoint. They sincerely care about your pet(s).
Insurer: Trupanion
By: Tabitha
I wasted over $2000 with this company…
I wasted over $2000 with this company paying my insurance every month and then I finally file a claim and they deny it for some bs reason I regret not using Trupanion I am canceling this company what a joke I am positive that the good reviews are fake from their own company
Insurer: Prudent Pet
By: Lisa Mendelsohn
Healthy Paws has given Rosie the chance…
Healthy Paws has given Rosie the chance to have many good months. Without Healthy Paws, we could not give Rosie the treatments she needs to keep this awful disease from taking her sooner. We have enjoyed every moment of Rosie afforded to us, and we do not take one moment for granted. The ease and promptness by which the claims are handled are outstanding.
Insurer: Healthy Paws
By: Michael Dineen
Billing
No matter how frustrated I am when I am trying to send my bills in, the person I speak to at MetLife Pet Ins. is alwasy so kind and calm. He or she will walk me thru step by step on the computer. I am in my elder years so I am no computer privy. They never talk to me in a condescending way and many times will stay on the line until what I am sending them, the receive. I can't say enough about the courtesy I have always received.
Insurer: MetLife
By: Jackie
I called because I can not open the…
I called because I can not open the app, tried several times. It states not connected to internet, but all other apps work fine. Was told that "someone will be looking at acct, and work on problem." In the meantime I can " go on website". Also when I go to apps it shows it is installed, I touch open button and get same response. Perhaps if ad the app to the billing app it would work?? It does not affect my monthly payment, that comes out every month on same billing day. Please fix this.
Insurer: Embrace
By: customer