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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Quick response times, overall satisfied!
I appreciate the quick turnaround for my claim, it was exactly 1 week (5 business days) from submission to getting my EOB. Insurance is always confusing, and initially I had misinterpreted my EOB on a previous claim. The customer service was mostly good, but could have improved on explaining what was covered and what was not in layman's terms- hence the 4/5.
Coverage Until the End
Pets Best was my pet insurance carrier for my cat’s entire life, and I could not have asked for a more responsive, understanding, or supportive team. Hudson battled cancer and, because he was immunocompromised, faced several life‑threatening infections along the way. Pets Best gave me the assurance I needed to make the decisions to treat him. Without this policy — and the reliability of their claim payments — he simply would not have survived as long as he did. Even in his final days, when he could no longer fight, Pets Best covered the medication that brought him peace. That meant more than I can ever express. I am deeply grateful for everything they did for both of us.
Insurer: Pets Best
By: Sarah
It was easy yo add a pet to existing…
It was easy yo add a pet to existing coverage. Much appreciated.
Insurer: MetLife
By: Lisa Shellum
Having a MetLife Pet Insurance Policy…
MetLife makes it easy to submit digital claim by email! MetLife's customer services provided me with clear and concise communication regarding coverages. MetLife made the claims process so easy and reimbursements are promptly returned. Recently, MetLife Pet handled our surgery claims promptly and efficiently, taking the stress away! Thank you MetLife!!
Insurer: MetLife
By: Max Padua
Premium goes up more than double once your dog becomes a senior
I agree with the other long term and loyal customers. If you are new and your puppy is still young, you will love Healthy Paws. They reimburse quickly and customer service is great. It was only $40 per month when my dog was a year old. However, once my dog's age has reached at 7/8 years old, the annual premium adjusted more and more by percentage every year. For the past 2 years, I had to lower my coverage and raised my deductible in order to keep up. And for this year, the new monthly amount was ridiculously high (from $230 to $530). I seriously thought it was a mistake and had to call them. Of course they gave me the same old reasons (medical cost is high in your state, etc). I live in the same state all these years and don’t see things being priced that much or doubled even though no doubt there’s inflation. I truly feel helpless and disappointed with Healthy Paws at this stage after being a loyal customer for over 11 years. I feel like my dog is getting old and so they just want you to leave and not provide coverage anymore. I also just talked to a friend who also has Healthy Paws. She told me her premium got ridiculously high as well for her senior dog.
Insurer: Healthy Paws
By: Claudia Fung
Richard was very helpful and…
Richard was very helpful and insightful. I felt well taken care of and prepared.
Insurer: Nationwide
By: Mariah
Giving Ella an amazing opportunity to continue life as a tripod
I was about to cancel this insurance as my Ella, an English mastiff, was healthy however through divine intervention, I kept it. A couple of months later, she was diagnosed with osteosarcoma of R back knee in June and now she is a happy very functional tripod. Pets Best has been amazing with reimbursements and allowing Ella to get the treatment that she needs to keep osteosarcoma at bay.
Insurer: Pets Best
By: Janie Castillo
All was good quick response
All was good quick response
Insurer: MetLife
By: customerkathy st john
Stay away from Healthy Paws
I have had Healthy Paws for years and thought it was the best company around. Since they were bought out, I not only no longer recommend them, but I also warn people away from them. As soon as your pet reaches a certain age, they are put into a category where they are not eligible for the insurance you purchased when they were younger, even though your rates were raised a considerable amount every single year. I currently have three dogs insured with them. As soon as the oldest turned eight and her renewal came up, she was bumped from 90% coverage with $250 deductible to 70% coverage with $500 deductible. I suspect that, as she continues to age, the coverage will continue to drop. This is not what they promised when we signed up. And, don't bother calling them. You will be connected to an overseas call center where you won't be able to understand a word. They know you are stuck because older pets are hard to insure, so they're taking advantage of all of us. I will be looking for a different company for my younger dogs, or maybe putting the premium into a savings account and taking out accident only insurance with another company. Don't get fooled into using Healthy Paws. It is not the company it used to be.
Insurer: Healthy Paws
By: Bonnie Urban