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.
77,075 total
Other Categories
Delay, Deny, Defraud
My pet was bitten, which is officially covered by their accident policy. However when it actually came time to file a claim 1. They claimed that they needed a full medical history. Then confirmed the received it on March 31st 2. Once they got it they claimed that they need 30 business days to review. It took 3 calls until they admitted that this policy is fabricated and would "escalate the review" 3. They then came back and claimed claimed, 5 days later that they didn't get it and refused all further contact. And their website magically broke with 504 errors after that indefinitely. 4. They then cancelled the policy out of the blue without any authorization rather than pay the claim on May 4th. In order to get anything from them you need to file a lawsuit.
Insurer: Embrace
By: Menachem Hornbacher
Claims Handling Practices
MetLife has attempted to deny claims despite clear documentation and prior claim history confirming the condition is not pre-existing under the policy. At policy inception, there was only one named pre-existing condition which was conjunctivitis. The delays and denial reflects multiple failures: failure to review prior approved claims, failure to review submitted medical documentation, failure to correctly apply policy terms (including the Pre-Existing Condition Coverage Endorsement on my policy), and incorrect coding of the condition. MetLife’s suggestion to file an appeal is improper on these claims. This is not a dispute requiring new information, but a failure in initial claim handling. Requiring an appeal shifts the burden to the policyholder to correct the insurer’s error. This contradicts prior determinations and policy language. While some claims have been handled swiftly, having to explain and show them their own policy language, where to look on submitted documentation and what to review on prior carrier information to see what was excluded, as well as repeatedly having to send in the same documentation in concerning which is why the 3 star overall review is being given. As an insurance professional, I am concerned that consumers who do not fully understand policy language may be unfairly denied coverage without realizing the error. This raises concerns regarding improper claims practices.
Insurer: MetLife
By: Lisa Cohn
Easy & prompt reimbursement
I've submitted multiple claims with Pumpkin, and the process has always been quick, easy, and straightforward. As a first-time user of pet insurance, I was worried that I would be dealing with frequent denials, but Pumpkin has come through effortlessly on every claim submission! Highly recommend.
Insurer: Pumpkin
By: Jenn
Every time I speak to a representative…
Every time I speak to a representative they are always excellent
Insurer: Pumpkin
By: Deserrell Cabbell
I have submitted 2 claims
I have submitted 2 claims, the first went through the review and was approved in a timely manner, the second is now under review and Fetch keeps me updated on the process
Insurer: Fetch
By: David
The process of uploading claims is very…
The process of uploading claims is very easy and convenient. Every time I have called with a question, I have gotten my answers right away with very courteous representatives. So happy with this pet insurance.
Insurer: MetLife
By: Sandra
Very good insurance and nice customer…
Very good insurance and nice customer service .
Insurer: Nationwide
By: Annalee Sparthan
When needed Pets Best is there for you!
I have (2) positive experiences with Pets Best. My Aussie mix when a puppy swallowed a rock and required an ultrasound. Upon uploading the urgent care invoice they were quick to take action on my claim. Most recently Lincoln fell down our stairs and was limping/laboring thereafter. Had Xrays from our vet. Upon uploading the invoice, once again Pets Best was there to respond within the specified time and processed reimbursement up to our coverage parameters without incident. I take comfort knowing how responsive and caring the staff are at Pets Best. I have not had a negative experience. I appreciate the peace of mind I have with Pets Best and their willingness to support my active dog/fury family member. Thanks again.
Insurer: Pets Best
By: Mario