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.
76,782 total
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Everything was so easy
Everything was so easy! The claims process was clearly explained with detailed instructions on what was needed for processing.
Insurer: MetLife
By: Melissa Mejia
Easy
I’ve had a great experience with MetLife Pet Insurance. Their app is incredibly easy to navigate, and submitting paperwork for reimbursement is a breeze. They are very easy to work with, which provides a lot of peace of mind. Highly recommend for any pet owner!
Insurer: MetLife
By: EP
Outstanding insurance for your pet!
My seven year old very healthy cat suddenly got very ill and had to be hospitalized for four nights. Thankfully we had Fetch Pet Insurance or we don't know what we would have done. The customer service rep I spoke with over chat was so helpful as I had 90 pages of medical records from the hospital stay alone and was not sure how to best upload them. The response time between when I submitted my claim was fast and easy. I could not be happier with this company and the coverage they provide. No need to dispute charges or keep sending more explanations. The funds were quickly deposited into my account within two days of the claim approval. I highly recommend using Fetch!
Insurer: Fetch
By: Customer
Poor customer care support.
They clearly don’t care about their customers. When I email, they tell me to call. When I call, they push me back to email. It’s just a pointless runaround instead of actually helping.
Insurer: Sonnet
By: Tejeshwar Singh
Extended periods of time to get claims…
Extended periods of time to get claims covered. I have at times had claims up to three months not be closed out or paid out. I frequently need to call multiple times about the same issue and takes weeks for any resolution.
Insurer: Healthy Paws
By: Libby
Nationwide cancelled our pet's policy and now my epileptic dog can not be covered
Nationwide cancelled our pet's policy and did not provide clear methods of paying for the new policy they enrolled my pet in. The whole situation was confusing and difficult to understand. While they say they enrolled my pet in the new policy, when I logged into their website there was no way to make a payment on this new policy. When I called to inquire about making a payment, they informed me that 30 days had passed at the renewal of the new policy and that I would no longer be eligible to continue our pet's policy, meaning all of his prior conditions would not be covered. Our dog is epileptic, so this was shocking to hear as I had made on-time payments for years. I'm devastated and disgusted. Their website is so awful and difficult to navigate, and they use antiquated snail mail methods to communicate. There were no payment reminders. There's no way to sign up for auto payments. So you have to set a reminder on your calendar to log into their sh*tty website to make a payment, and that's IF their website works. Your alternative is to call and sit on hold for customer service, and you'll wait for 20 minutes just to be told nothing valuable. When I talked to customer service, there was little to no sympathy and zero flexibility in allowing me to make a payment. Now we will have to live with our dog potentially getting sick or needing to go to the hospital for epilepsy and not having any coverage at all. Does it seem worth it? I don't think so. There are hundred other pet insurance companies out there, I'm sure there's at least one that's better. I'm going to try Lemonade.
Insurer: Nationwide
By: Angie Kang
This has been one of the most… Frustrating experiences
This has been one of the most frustrating insurance experiences I’ve ever had. What should be a straightforward claim has turned into an endless cycle of document requests with no clear explanation of why each additional record is needed. It feels like the process is designed to delay decisions rather than actually evaluate claims fairly. Every time something is submitted, another request follows. There’s no transparency, no clear timeline, and no sense that the customer is being supported. When you’re dealing with your pet’s health, the last thing you need is added stress from an insurance company that makes the process this difficult. Very disappointing experience overall.
Insurer: Pumpkin
By: Nicholas Tannous
Do NOT recommend
My advice is to stay far away from Healthy paws. I would recommend Insurance through Chewy or Lemonade or Pumpkin. Healthy Paws pretends to act concerned about your pet, but fails quite often to back up that “concern” with action. Every time a claim is submitted, instead of sympathy, concern or basic human decency, I am inundated with notices informing me that it is “illegal to submit fraudulent claims” (which in no way is what I am doing. I am simply submitting a claim for reimbursement for medical care and medication) along with demanding that I perform additional veterinary visits to force my vet to do lab work to substantiate something as simple as an antibiotic, when lab work is not necessary and puts my pet through undo stress and also which is a higher cost. And Healthy paws does not reimburse the cost for vet visits, so they are happy to require additional services like this because they believe that you cannot afford additional visits to the vet, hence will resign and give up on getting your claim reimbursed. Additionally, premium fees go up annually based solely on your dog’s age, which is illegal, and there have been class action suits against them for this. I would not advise in anyway to trust Healthy paws with your animal’s health and safety. They will do anything possible to get out of paying a claim and when you are going through a difficult time, instead of getting any sympathy or support, you receive threatening and insulting email correspondence and a refusal to simply honor the policy. They do not cover vet visits. They do not cover any prevention and when your pet is sick and the last thing you can do is think about submitting a claim, you get a lot of red tape, hassle and accusatory language. ‘Very strongly advise against Healthy Paws.
Insurer: Healthy Paws
By: Barbara
Very good
Very good, stress free experience. I am so thankful to Healthy Paws and the orthopedic team.
Insurer: Healthy Paws
By: Karen Carleton
Response time is great, HOWEVER....
Response time is great. Payment is very fair, definitely according to the policy I signed up for. However, and this is a BIG however, the website is often very difficult to sign in to. I often get an error message, and it is sometimes days - not hours - later when I can finally get onto the website. This is a big red flag to me.
Insurer: Pets Best
By: Irish Lass