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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Melody was amazing and beyond helpful!
Melody was amazing and beyond helpful!
Insurer: Nationwide
By: Rebecca
Claim submission.
I needed to submit a claim, and the customer service representative was very helpful in getting my claims submitted.
Insurer: Fetch
By: customer Derenda Underwood
They send you in circles for claims
I was honestly surprised to see so many positive reviews. I’ve had a Fetch policy for nearly two years—basically since I brought my puppy home. Recently, I needed to submit my first claim, and the experience has been extremely frustrating. Initially, they requested documentation from my vet, which is completely reasonable. However, they repeatedly asked for the same documents multiple times, even after both my vet and I had already submitted them. There’s no direct phone support, so the only way to get help was through a contact form. After escalating the issue, they then said they needed records from a previous vet—information they already had on file—but I sent it again anyway. Two weeks later, they requested even more paperwork—this time from the original treating vet from when my dog was born, before I was even the owner. The claim itself was for an infection following a specific incident, so it’s unclear how these additional records were relevant. The whole process felt like I was being sent in circles, with repeated requests for more documentation that didn’t seem necessary. When I finally called to cancel my policy, I was told they would note on my file that no further information was needed and that the claim could now be processed. That was incredibly frustrating to hear at that stage. Unfortunately, by then, my trust in the company had already been lost.
Insurer: Fetch Canada
By: Michael Rhodes
Repeated Claim Issues/Appeals and Unclear Policy Communication
Our experience with Pets Best health insurance has been consistently disappointing. Each claim we have submitted has required an appeal due to what appeared to be inaccurate or inconsistent initial evaluations. This recurring issue has made the process unnecessarily time-consuming and frustrating. A major concern is the lack of consistency in claim assessments. Decisions seem to vary depending on the reviewer, leading to outcomes that feel subjective rather than based on clear, standardized criteria. In many cases, the initial denials have not appeared justified, requiring additional effort on our part to correct them. Additionally, the overall lack of transparency has been challenging. Certain policy limitations and exclusions were not clearly communicated upfront, which has made it difficult to understand coverage and anticipate claim outcomes. This has created the impression of “hidden” policies that only become apparent after a claim is denied. Due to these ongoing issues—specifically the cumbersome claims process, inconsistent evaluations, and lack of clarity around coverage—I would not choose Pets Best again and cannot recommend their services.
Insurer: Pets Best
By: Jennifer
The experience was made user-friendly
The experience was made user-friendly, easy to understand, and quick, thank you!
Insurer: MetLife
By: Furbaby Mom
Ridiculous
I submitted my claim for a medication and it came back denied and stated not on their list. They had reimbursed for this liver medication before and it is on their list. I called and it took me 40 minutes to get a human on the telephone that said it had been denied in error and she would resubmit for a HUMAN to reevaluate. I submitted the claim on March 1,2026 and just got email stating I was being reimbursed on April 14,2026. The amount of time you are on hold for a human to answer in customer service is HORRIBLE. A month and half for a claim is even worse. I loved Pets Best when I first got it 8 years ago but now if not for the pre existing to switch I would definitely switch companies.
Insurer: Pets Best
By: Lee Ann Mathis
Embrace worked for purpose purchased
While the cost of the insurance is probably too high - It is probably too profitable for the company; the purpose of preventing a catastrophic expense with out pet worked well. Embrace did what was promised. The on the phone staff support regarding claims was great.
Insurer: Embrace
By: Tom
So glad my puppy is insured now!
So glad my puppy is insured now!! I wasn’t sure about enrolling with Fetch as I was looking at other pet insurance providers. So I decided to called Fetch. I had the pleasure speaking with Nadine Van Ness, wow! What an amazing experience!! Nadine was soooo helpful and patiently answered all my questions. She is very knowledgeable about Fetch’s policies. I immediately enrolled on the spot! Thanks Nadine!! 👏🏾😄🐶
Insurer: Fetch Canada
By: Simone
Rotten customer servie
I have 3 dogs and have been with Figo via Costco for over a year. In order to register a pet, you must send in the last vet visit note including physical exam before they approve the pet insurance. I filed a claim last week and they put the claim on hold asking for the initial vet visit for this dog-WHICH THEY ALREADY HAVE! I had to call the vet and waste their time and also mine. Do NOT use this insurance. Try Lemonade instead as my family members use them and NEVER get hassled like this.
Insurer: Figo
By: barbara dupaul