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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Alia is BEYOND AMAZING
Alia is a huge asset to Fetch! She was so incredibly patient, so wonderfully professional and so amazingly kind! If all customer service representatives were as well-rounded and skilled as Alia is, the world would be a far happier place, of this I am sure! Amazing job, Alia! You deserve all the accolades!
Insurer: Fetch
By: Tyler Vella
I recommend Trupanion to all our family…
I recommend Trupanion to all our family and friends with dogs as we are very happy with Trupanion. I have never been disappointed with the information I have been given to my questions. The staff at Trupanion is always professional and courteous.
Insurer: Trupanion
By: Judy Gallagher
Giving one star is generous
Giving one star is generous. Worse customer service, insane waiting times, claims dept asking for records they have ... the absolute worst. Save your $. Date of experience is every claim i submitted...so it was not a one off. Be advised...you are forewarned.
Insurer: Embrace
By: Vicky Harris
Embrace has very good customer service…
Embrace has very good customer service and they review claims and reimburse in a timely manner. Having pet insurance is helpful with dogs who go to the vet frequently for something other than their wellness visits.
Insurer: Embrace
By: Mary Beth Yates
Great response and service
Great response and service - they Took care of the claim very promptly and this was very appreciated
Insurer: Healthy Paws
By: Sherry Benjamins
I bought this insurance in 2025 for my…
I bought this insurance in 2025 for my new golden retriever puppy, June. Today, June had to go in to be treated for an ear infection. The claim, for a total of $326.61, was denied because apparently an ear infection is a "pre-existing condition". It's true, she had a a little ear infection as a puppy, but because of that she can apparently never be treated for this condition again. For anyone that owns dogs, they know this is ludicrous. Calling this a pre-existing condition is like saying swimmer's ear, or the flu, is a pre-existing condition in children. I've never posted a review on Trustpilot, but this would seem to be an instance where the issue really is one of trust. Denial of a small claim on the first claim, while Trupanion has comfortably collected premiums of around $90 a month since 2025, gets right at the trust issues consumers have with these sorts of programs. She does not have allergies, so the denial argument lacks credibility. Since Trupanion's Trustpilot rating sits prominently on their website, I see many people trust them. Their young dogs must not get ear infections. Go figure. I was going to appeal the claim, but was told by Michelle, the chat representative, that appeals take 4-6 weeks and require a form. They also wanted the vet to call and make the argument in support of the appeal. It took seconds for Trupanion to systematically deny this relatively small claim, but they require 30-45 days to appeal. After which the answer would undoubtedly be the same, and only my vet and I would have to deal with the service work and distraction. It's not worth it. Easier to cancel, and find a company that can be trusted to support us if something serious actually happened to June. I cannot emphasize enough how disappointing this experience was. Michelle, the chat representative seemed nice, but unfortunately for her the script she had to follow for this one just made my perception worse. Trupanion failed to meet even my most generous expectations here, and honestly I'm sorry that's the case. I had heard good things.
Insurer: Trupanion
By: Todd Belveal
Excellent Help During Kitty Cancer Treatment
I have never had to submit claims until this year, when what we thought was swelling from a toenail injury turned out to be a malignant tumor in my kitty’s paw. I was nervous about having to file claims but Spot has made the process pain free and is helping me to make sure that my kitty receives the best treatment so that he can have the best quality of life moving forward. I am grateful for the help!
Insurer: Spot
By: Michelle M
Gave me the correct information to me…
Gave me the correct information to me on the phone very good and easy to follow a long I got all the information in first time good customer service
Insurer: Fetch
By: Gracia
Claims Frustration
I had to go back to the customer service people (who were great) to have them tell the claims examiner why the claim should not have been denied.
Insurer: MetLife
By: Daniel Foley
Tru panion is the best pet insurance in…
Tru panion is the best pet insurance in my opinion, they always get things paid back in a quick timely manner!! They’re always so polite and helpful with answering all my questions and concerns !! Thank you so much ! You lessen so much stress when things get tough with our fur babies!
Insurer: Trupanion
By: Yvonne & Nick C.