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.
77,075 total
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Very easy to submit a claim and I am…
Very easy to submit a claim and I am really Happy about how speedy claims are processed. Also every year your able to change your plan if you need to add coverage or decrease coverage.
Insurer: ASPCA
By: Cheryl C
Unhelpful support for claim
Inaccurate decision making related to a claim for something considered pre existing which makes no sense. Also requiring that additional vet review can only be paid by check and a very short deadline to pay. I had to find someone with a check to pay for me and pay them back. Horrible support over the whole process.
Insurer: MetLife
By: csummer
Quick response
Quick response, easy system to navigate.
Insurer: Nationwide
By: customer
Unexpected premium rate increase
I have been with Healthy Paws for 10 years now and have noticed an increase price for the premium of pet insurance. My rates jump last 10/2025 to more than double for each of my French bulldog. I highly do not recommend Healthy Paws insurance for your pets. They claim they don’t increase premium based on vet visits but they actually do. I am very dissatisfied with this insurance company.
Insurer: Healthy Paws
By: Lily
I just had to reenroll due to incorrect…
I just had to reenroll due to incorrect information in your letter to me dated 9/27/25 where you stated my plan was discontinued and I needed to respond prior to 12/1/25 to elect the Modular Pet plan. After receiving the letter I contacted Mercer who handles the voluntary benefits through my employer and was told that my plan would auto renew. I have never dealt with your company for enrollment and even now with this reenrollment I started off with Mercer. Subsequently, when I went to file a claim today, I find out that my plans have expired. When I called Mercer they again assured me that the plan should have renewed and to call Nationwide. I called your customer service line and was told that I had to call you to transfer the plan. Additionally, he told me that the plan in the letter was not a payroll deduction plan. I was looking at the Mercer voluntary benefit site link to Nationwide plan during the call where my employee plan option is not Modular Pet but Pet Protection Choice which is eligible for payroll deduction. I believe you tried to switch me to a lower tier plan that would not provide me my employer's voluntary benefit discount. I have no idea why you would not have provided me the appropriate plan option, the Pet Protection Choice with Wellness offered through my employer and which I have just signed up for. I am very unhappy with how this played out. Not only were my pets not insured for the first 1/2 of 2026 and have to wait until June 1st for benefits, provided they make it through the underwriting process, but it left me paying for 100% of my pet's emergency hospital bill today. After all the years of paying for this insurance, it was not available to me today when I needed it. I have found that your claim process was very easy and although you have cut benefits over the years, I still decided to reenroll my pets today due to the convenience of the payroll deduction. I would love for someone to explain to me why the letter did not contain the correct plan benefit information that if offered through my employer.
Insurer: Nationwide
By: Tambra Ciboch
Pet's Best Insurance
"I've had pet insurance with Pet's Best for several of my various dogs and my cat for a few years now. I've been very satisfied with their response time and they've been extremely helpful if I've had to make a phone call with questions about anything! I have recommended Pet's Best to several of my friends that have pets and I know at least one of them is now utilizing your services. Pet's Best policy premiums are in line and/or somewhat better than the other companies out there offering pet insurance. It's especially helpful to know I can choose my own deductible rate, among other options. Thank you so much for everything!!!"
Don’t Be Fooled
Not sure why I didn’t get reimbursed for everything except the $50 deductible. My insurance plan covered everything on that almost $800 itemized bill. I have had this insurance for 4 years and this is the first time I have ever needed to file a claim. You should really explain why you’re not covering something before sending the payment.
Insurer: MetLife
By: Jen
I love that I can focus on care, not costs!!
We recently had a scary and expensive holiday weekend with our dog - an HGE diagnosis and a severe allergic reaction to the anti nausea meds! Based on my prior experiences with Pets Best I was not at all worried about paying upfront for the ER costs and treatment. It was so nice knowing we could focus on our girl and her treatment and not be worried about finances. Here we are a few weeks later and our girl is 100% and our costs were paid according to our plan, no surprises!
Insurer: Pets Best
By: Allyson