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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Massive 62% Premium Increase With No Meaningful Notice — Extremely Disappointing Experience
I’ve been a Nationwide pet insurance customer for years, and what just happened with my latest renewal has completely eroded my trust in this company. My annual premium increased 62% in one cycle — from $495.99 to $780.96 — with no clear advance warning, no plain-language explanation, and absolutely no recourse or escalation process available. When I contacted customer service, I was told the increase was due to “state factors,” “breed factors,” and “territory factors,” but no one could explain why these suddenly justified such a dramatic jump. I was also told that individual policies cannot be reviewed, adjusted, or appealed — not even when the increase is this extreme. Even worse, when I asked about switching to a different plan, they couldn’t tell me which of my dog’s existing conditions would be excluded until after I canceled my current policy and reapplied. In other words, the only way to try to lower my premium is to gamble with my pet’s health coverage. This feels unfair, opaque, and deeply anti-consumer. I’ve now filed complaints with the Texas Department of Insurance, the Better Business Bureau, and the Texas Attorney General. I want other pet owners to be aware of how little protection or transparency they can expect if Nationwide raises their rates without warning. I strongly recommend looking at other providers before choosing Nationwide for pet insurance. I genuinely wish I had.
Insurer: Nationwide
By: Matthew Stogner
They have been so polite and helpful…
They have been so polite and helpful every time I call I love doing business with y’all
Insurer: Prudent Pet
By: annabarrieryahoo.com
Amanda was thorough in explaining my…
Amanda was thorough in explaining my policy and very easy to speak to. She answered all my questions and was just super friendly!
Insurer: Fetch Canada
By: Kayla Dewhurst
Eileen was very helpful and answered…
Eileen was very helpful and answered all my questions and concerns.
Insurer: Fetch
By: Dinkleboo
Great customer service
Great customer service, good reviews and easy to use
Insurer: Prudent Pet
By: Ann LaMarr
I hadn't had much trouble until…
I hadn't had much trouble until November of 2025, when their website and online portal stopped working properly. My claims backed up, and it got very confusing. I am certain I will miss out on some benefits as a result since it was difficult to keep track of things, especially since their email notices don't give you enough info to know what the issue relates to.... That said, at least all of the people I was able to finally reach by phone were very nice and, although they couldn't resolve the site issues, I appreciated that they were trying as hard as they could.
Insurer: Pets Best
By: TRACY MOON
I would strongly discourage anyone from…
I would strongly discourage anyone from using MetLife Pet Insurance. I insured my cat Leo with their illness & injury plan in June 2024. A few months later, he was diagnosed with GI lymphoma after an ultrasound, endoscopy, and biopsies. MetLife has denied almost every claim related to his cancer treatment – including advanced diagnostics, chemotherapy, blood transfusions, emergency hospitalizations, and oncology follow-ups – by labeling everything as a “pre-existing condition” because he had occasional vomiting before the policy started. Even after we provided full medical records and filed an appeal, MetLife upheld the denial using a single sentence from a July 2024 vet note and treated all later cancer care as excluded. When we tried to appeal the newer 2025 denials (including thousands of dollars in chemo and emergency care), MetLife refused to even review them, saying we had missed a 90-day deadline. Their own appeal form says we “may request a second review” within 90 days or as reasonably practicable after receiving the denial, but they still shut the door on us. We have paid many thousands of dollars out of pocket while believing we were covered for exactly this kind of catastrophic illness. The way MetLife has handled our case feels misleading, rigid, and deeply unfair – especially to pet owners who buy insurance specifically to protect their animals and families in situations like this.
Insurer: MetLife
By: Colin S
Nicole, 5+ Star Service in all Areas
Nicole is very knowledgeable about premiums, rate increases, options to reduce premiums while reducing coverage. She shares her knowledge with clarity and patience (as I had quite a few questions), and Nicole followed up immediately with an email confirming our call. Nicole is more than a 5 star -- just superb in all respects.
Insurer: Fetch
By: Mary Ann K
Completely satisfied, above and beyond
I have had pet insurance for about five years now. I never needed it until my dog tore her cruciate ligament. After submitting the appropriate paperwork and getting the operation, I was reimbursed almost immediately to the full value of the insurance. they answered the phone quickly when I called. Their website was user-friendly and easy to navigate. Their reception staff were always courteous and knowledgeable. In short, excellent experience and I cannot recommend enough.
Insurer: Embrace
By: Scott
Easy to process claim and rapid…
Easy to process claim and rapid response.
Insurer: Spot
By: Frances Piacente