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.
75,034 total
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Terrible service / Scamming business practices
I enrolled my female Boston terrier 1 and a half year ago. Decided to spay my dog and when redeeming the invoice they did not honour the coverage posted on their “Wellness Add on”. The posted $520 coverage with a $300 deductible with no waiting period. Their system took my add on as a plan plus the add on. All I did was to click on their own banner for extra coverage on their app. The system glitch generated another application plus the wellness add on. They allegate that because the add on was submitted with the add on recently I did not quality. They are a complete SCAM. Their customer service reps are home based people linked to a hub who just repeat scripts and solve nothing.
Insurer: Fetch Canada
By: Luis
Our Pet Care Partnership with Trupanion…
We've been with Trupanion for almost 10 years and during that period our dog, Louie, has had one major health event and a number of minor ones. Through it all, Trupanion has always been responsive, reliable, very reasonable and caring. They have always done what they were and are supposed to do as our pet insurance partner in Louie's health care.
Insurer: Trupanion
By: Charles Cooper
Thankful for Pumpkin Insurance
I am grateful that Pumpkin Insurance was there for us in our moment of crisis. It gave us peace of mind to know that our puppy’s emergency vet bills would be covered. We did not have the outcome with wanted with our puppy, & Pumpkin covered that, too.
Insurer: Pumpkin
By: Suzanne
Excellent and thorough information.
Excellent and thorough information.
Insurer: Nationwide
By: Claudia
Cali's Claim
Met Life makes the claim process very easy. I mailed in my paperwork, and I received an email within ten days. Payment was in my bank account a week and a half later. Whenever I call customer service everyone is very professional and helpful.
Insurer: MetLife
By: customer
Great sales pitch. That's where it stops!
Pets Plus Us has been consistently unresponsive to repeated requests for general clarification on coverage and their definition of pre‑existing conditions on my dog's new policy. Taking out this policy feels less like sound protection and more like a game of roulette - you might be covered, or you might not. A company that can’t provide clear answers doesn’t inspire confidence or deserves business
Insurer: Pets Plus Us
By: DAVID
All claims denied at the death of my Dog
My dig was 9 years old and suddenly became ill, he was txd for respiratory ifx by my vet, no improvement over 3 days, took him to an Emergency Vet where he received first diagnosis of Dilated Cardiomyopathy w/ CHF. We were dumstruck, he had displayed no sx of this diagnosis! He was in critical condition with no hope of survival so we went from a bad cold to putting him to sleep all within 7 days. We submitted our claims which totaled approx $3000 and received your explanation of no payment....$0.00 as this was a congenital diagnosis so it's not covered! And, you discontinued our coverage immediately! I wouldn't recommend you if you were the only insurance out there, you customer service is non-existent and your callous indifference is appalling. I will never use you again and recommend no one else.
Claims Experience Review
I’ve filed multiple claims with Pets Best (I have a sickly pup). Overall, my experience with the claims process has been very positive. The online portal is easy to use — I appreciate how simple it is to upload invoices, select the injury category, and submit. The automatic confirmation email upon submission is very helpful. I also value the communication throughout the process. The follow-up email letting me know the claim is still under review (and that you will reach out if anything is needed) provides reassurance. The final notification confirming approval and payment timing is also clear and appreciated. Payments have consistently been deposited as communicated — typically about six days after the final approval email. From submission to resolution, the overall timeline has been around a month. While a faster turnaround would always be appreciated, the process has been smooth and reliable. Overall, I’ve been satisfied with the experience.
You helped me take care of lollie when…
You helped me take care of lollie when she needed it most. I truly appreciate your help.
Insurer: Pets Best
By: Connie Saunders
Absolutely the worst pet insurance ive dealt with
Claims take usually a month to resolve, The app consistently doesn't work well with constantly logging you in and out and then not loading. This insurance pays back the LEAST of any pet insurance i've had with everything claiming to be paying the deductible.. Customer service tells you nothing when you call. I wish I never switched to this insurance, and I am actively looking for an alternative for what I pay now for this terrible service.
Insurer: Pets Best
By: Nicole