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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The representative was kind, helpful and understanding.
The representative was kind, helpful and understanding. Especially that I was, and am emotional about my cat being sick and needing surgery, after his infection is stabilize with the antibiotics he is on. Trupanion processed and issued me payment for the first two visits expeditiously, I must say.
Insurer: Trupanion
By: Nancy
It was an easy process
It was easy to get a plan in place. Customer service is friendly and responsive if you have an issue. Plan was very affordable compared to other places I looked.
Insurer: Nationwide
By: C B
Embrace is a reputable company
Embrace is a reputable company. Their customer service representatives are knowledgeable, friendly and thorough. Billing it’s easy. Claims are easy to set up and clear to understand. Communication is timely. And the services they offer are comprehensive.
Insurer: Embrace
By: Lifelong learner
Trupanion has saved our dog’s life
Trupanion has saved our dog’s life. He has had multiple problems unfortunately but we have had perfect, rapid, just service from Trupanion. so glad we purchased this coverage
Insurer: Trupanion
By: Susan Fitzpatrick
Roger was so kind and patient with me…
Roger was so kind and patient with me and all my questions. He had all the answers. I feel like they have better pricing than other insurance companies I compared.
Insurer: Embrace
By: Jeannie Banducci
Quick and easy conversation
Quick and easy conversation. Pricing was great too.
Insurer: Nationwide
By: customer
Friendly and professional customer…
Friendly and professional customer service. Thoroughly explained all important information. Variety of products for my pet needs.
Insurer: Nationwide
By: Ngpennington
Spot is the absolute WORST
Spot is the absolute WORST for pet insurance. Stay away from this company, it's a scam. I started a policy and then my dog was prescribed medications which should have been covered. Spot kept denying my claims because they said they didn't receive full vet records. I sent them the complete records from my vet multiple times, but they said they lacked "soap notes". My dog only went to the vet for routine vaccinations so the only notes were what vaccines he got and his weight. My vet then added in the "soap notes" they wanted only for them to say that still wasn't correct, but wouldn't explain why. My previous vet and my new vet have no idea what Spot is looking for so it seems this was just a way that they could get out of reimbursing me for my dog's medications. After further review, it seems this is a common practice for Spot Pet Insurance. So I have been paying monthly for a service I have never received. Unfortunately I will end up having to take them to small claims court to get my money back. Save yourself the headache and DO NOT GET PET INSURANCE THROUGH SPOT.
Insurer: Spot
By: Laura McGowan
Do not trust MetLife Pet Insurance when it actually matters
Do not trust MetLife Pet Insurance when it actually matters. I have been a MetLife pet insurance customer with three dogs on the same policy. Every time one of my dogs got sick and I submitted a claim, the VET visit was categorized as "Office Visit/Consultation" — and every single one of those claims was approved without issue. Same language, same format, every time. Then came my dog Dobby's last visit on April 16, 2026. He was sick. The vet gave him Cerenia injections for vomiting, prescribed Metronidazole for what was clearly a gastrointestinal illness, and ran diagnostic bloodwork to find out what was wrong. MetLife denied the entire $482 claim and called it "Preventive Care." Preventive. For a dog who was actively sick and being treated with an antibiotic and anti-nausea injections. What made this so much worse is that Dobby passed away. I was grieving my dog while simultaneously having to build a formal appeal letter citing their own policy language back at them just to fight for a $154.99 reimbursement. The same type of visit they had approved for my other dogs multiple times suddenly became grounds for a full denial — no explanation, no call, just a form letter. The inconsistency is infuriating. The timing made it cruel. If you're considering MetLife Pet Insurance, understand that their claims process is inconsistent, and when you're at your most vulnerable — when your pet is sick or dying — that's exactly when they will give you the hardest time. I filed a formal appeal. I shouldn't have had to.
Insurer: MetLife
By: Jenna Villaflor