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
Other Categories
Excellent
Excellent, compassionate service. Easy and efficient claims process with a great website. Will insure my other cats here soon.
Insurer: Embrace
By: Phillip Baggett
ER Visit
Made my experience at an emergency room so much less stressful
Insurer: Trupanion
By: Maureen
stress and hassle free insurance coverage
The process was made easy and we clearly understood everything. Your instructions and process is very easy and made it a stress free procedure. It was a quick response and saved us all the hassles of an office visit and time.
Insurer: Sonnet
By: catherine ryan
Great Experience, pleasantly surprised!
Our Cat Mila was still very young when she suddenly developed a severe neurologic episode and was diagnosed with meningoencephalitis. It was completely unexpected and quickly turned into specialty ER/neurology visits, an MRI, follow-up rechecks, and ongoing medications — a stressful situation in every way. When I originally shopped for pet insurance, I honestly didn’t have a lot of faith in any provider, but Pets Best felt like the best option overall. I’m really glad I chose them. Submitting claims was straightforward, communication was clear, and everything was easy to track. I filed multiple claims using itemized invoices and medical records from the specialty hospital, and all of my claims were approved within about a month. We received around $5,000 in reimbursements, which made a huge difference and let us focus on Mila’s care instead of worrying about costs. Based on my experience, would definitely recommend them!
Insurer: Pets Best
By: V
If I could give them a negative star I…
If I could give them a negative star I would. Seems your pet being born/alive is enough for them to claim pre-existing condition. My (now) 6mth old puppy has a rare oral cancer which a couple of different vets put down to having a tough time teething and was left at a wait and watch approach (so no I did not know it was a tumor at that point). By the time it was diagnosed, Fetch has decided it must have occurred before or during the waiting period. Oh and watch out for their app. I accidently put in a start date wrong - and on confirmation thought the active date was the end of the waiting period. Gotcha - we aren't paying anything. My poor happy active beautiful puppy is now headed towards the green dream - they won't pay for that either - yep pre-existing. Cancer is an expensive treatment so they have no interest in that now that they have gotten out of paying anything. In my experience, there is no 'gap only' payment at vets either. There is no policy number to claim with. All of the vets I have been to have not been able to process a claim on the spot. So pay upfront, put in a claim and you will be chasing it weeks later. "Oh but we are following up on questions to the vet about the account". She swallowed a large stone, it was picked up during a CT scan for the tumor. No I didn't know about it. Yes, I get it, you aren't covering the scan - but it wasn't included anyway. There is NO communication - the only way of contacting them is via an app 'chat' that starts with AI. That's a thumbs down from me. Biggest mistake I've made signing up with these guys. *Edit - their response doesn’t explain their bad service and why the claim for the emergency procedure for removal of the rock hasn’t been paid for weeks (in the thousands) despite them telling me it would be covered. If you are thinking about them - just don’t.
Insurer: Fetch
By: Rosie B
Shame on this company to tell you up front that conditions are covered and then after you obtain coverage and pay the monthly fee they then deny coverage .
As for Embrace’s response to my very negative review they absolutely DID NOT make any attempt to offer a complimentary pre-assessment prior to obtaining my credit card information. I did provide their customer service the information re: my pets chipped tooth and I was told that the dental condition would be covered & Embrace did a 100% about face on this . Additionally, they inform me after 4 months that orthopedics would not be covered for the first year which is yet another hidden exemption on their part to charge the customer for something they say is covered and then make an arbitrary decision to deny this very important coverage . To reiterate embrace employs deceptive tactics to deny coverage and ultimately provide false information to the prospective customer prior to obtaining coverage .
Insurer: Embrace
By: Phil Traficanti
Trupanion is such an amazing company
Trupanion is such an amazing company. They have wonderful team members. Every one of them that I have spoken to has been so kind and caring. They are very quick to get your claim taken care of after submission. In my experience, the company has shown compassion in times that can be scary, uncertain and heart breaking.
Insurer: Trupanion
By: Jocie
The coverage is exceptional
The coverage is exceptional. Claim submittal is simple. Claims are processed almost instantly.
Insurer: Healthy Paws
By: Paul Kozakiewicz