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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A Big Thank You!
A Big Thank You! to Megan H. on the fetch team who helped answer my questions about one of my kittens. She was patient and understand and the sign up process was easy!
Insurer: Fetch
By: Belen Cervantes
SHAME ON HEALTHY PAWS
I have been a Healthy Paws customer for 12 years. The price started at $36 a month with a $100 deductible and 9o% reimbursement. It eventually went up to $153 a month with the same plan. With no other explanation other than my dog was now 12 yrs old and had 2 cancer surgeries Healthy Paws decided to change my plan to $104 a month with a $500 deductible and a 70% reimbursement. My dog gets monthly allergy shots for around $200 a month so while my monthly payment was reduced to $104, it’s still costing me much more monthly with a 70% reimbursement. I called to ask to be put back to my original plan and was told that couldn’t happen because my dog was a sickly senior. Now when I try to log into my Healthy Paws app it says “HPPI App” wants to use “Chubb.com” to sign in. It also says “this allows the app and website to share information about you”. The choices are to press cancel or continue. So Chubb has decided I can only sign into the app if I allow my information to be shared with whomever they choose. That is a wild invasion of privacy. I’m not even given the option to opt out of this! I called to complain and was told that I can email my claims in rather than use the app. Now I have no access to my dogs records from the last 12 years. I emailed my claim in and had no receipt acknowledgement so I called to make sure my claim was received only to find out that I was given the wrong email address. This is my second review of Healthy Paws on Trustpilot. After the first one I was given the courtesy of a reply from Trustpilot saying they contacted Healthy Paws on my behalf as well as the MANY others who had the same issue with Healthy Paws. Trustpilot’s email to me said that Healthy Paws would like to talk to me. Healthy Paws has my address, phone number and email and yet I haven’t heard a word. So I called Healthy Paws and read them what Trustpilot said. I was told my conversation was being recorded and that there would be a “ticket” of my complaint forwarded to management. That phone call took place 5 weeks ago. If you are new to Healthy Paws do yourself and your pet a favor and cancel immediately and find a trustworthy, reliable company with some integrity. I have friends who have switched to ASPCA, Lemonade, and PetsBest and they are very satisfied. Now I’m trying to get a copy of all my dog’s records without much success. They know they have me over a barrel because I can’t switch to another company with my dog’s preexisting conditions and her age. Chubb is exhibiting their greed and exploiting senior pets and their owners. They should be shamed out of business.
Insurer: Healthy Paws
By: Janice Giacobbe
She was great and help with every…
She was great and help with every question.
Insurer: Nationwide
By: Ryan
I have been really happy with the…
I have been really happy with the service that I have received from Healthy Paws. They have settled claims speedily.
Insurer: Healthy Paws
By: Jen
MetLife makes the claims process so…
MetLife makes the claims process so easy. I highly recommend their pet insurance products to anyone with a pet.
Insurer: MetLife
By: Susan Shold
Had a great experience today signing up today!
Had a great experience today signing up for Fetch pet insurance. All of my questions were answered clearly and my customer service person was very nice.
Insurer: Fetch
By: Linda
Application closed after months of no responses from Nationwide
I completed the application 1/9 and my last message was received 1/12 with a response, an automated message 1/29 with response and documents, and additional attempts for a response have been made 3/30, 4/13 and 4/20. I was then notified after multiple attempts for a response that my application was closed. "Our records indicate Wink's application 10303519 was automatically closed on 03/25/2026 due to waiting for additional medical records. Unfortunately, the additional medical records were received on 04/13/2026. Which was after the application was closed." My response: The request for additional records was responded to via fax and email within hours of the request. It was sent on 1/12 at 1:32, and again when no response was heard on 1:28. They were sent via my personal work email as well as the hospital email. All of my contact information of emails, phone number and home address has been provided and multiple attempts for contact made, I am disheartened that this is how I find out that the application was closed after all of this time and information was sent the same day. My dog has a policy and I have received communications for his without any error. We recommend your services to our clients at our hospital, and this is concerning how this was handled.
Insurer: Nationwide
By: customer
Timely reimbursements
You guys handled a previous pet of ours, our dog Sassafras and everything worked very well with the claims that we needed to file before the sweet thing passed.
Insurer: Nationwide
By: Mike Biggers
Great customer service
Great customer service, friendly, knowledgeable, and great offers for multiple policies.
Insurer: Nationwide
By: DARLENE WILSON