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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You got back to me in a timely manner
You got back to me in a timely manner. My pet didn't have to suffer foe you guys to get back to me.
Insurer: Spot
By: Tanya
Not responsive
Not responsive, have to keep checking into. app for information. Coverage for cost has not met our expectations
Insurer: Spot
By: FT
10/10 Do Not Reccomend
I have had to submit two claims recently. One claim was submitted in December 2025 and the second was submitted in January 2026. The app and website did not work either time. I was told to send an email and my request would be worked on in the order it was received. The first claim was handled within their 21 day time frame. When I sent the second claim I made the mistake of assuming that everything would be the same. It was not. I called after almost 30 days and was told that they can’t find it and I would need to resubmit. I was not confident in that answer so I asked them to look into it further. The representative informed me that they would need to transfer me to a different department but assured me that they spoke with the other department and let them know what was going on. When I was transferred I asked the representative if they spoke to the previous representative and they flatly said no and that ai was clod transferred. So, this means that the first representative I spoke with completely lied to me. The second representative was very helpful and apologetic but I requested to speak to a supervisor regarding the first representative that I spoke with. I was on hold for over an hour and twenty minutes waiting for a supervisor. I was finally told that there was absolutely no one in the entire company that I would be able to speak with to voice my frustrations. I have never been told that speaking with a supervisor is impossible. The representative took down my information and told me that they would try to have someone call me back. No one ever called me back. The blatant lack of customer service is astounding. I am waiting for my claim to be complete so I can cancel my policy and move to a company that actually values it’s customers.
Insurer: Pets Best
By: Marissa Betancourt
They added a "wellness" benefit to my…
They added a "wellness" benefit to my dog's monthly pricing, but claimed that her pricing only went up because of "inflation". The "wellness" benefit was supposed to reimburse expenses up to $300 for wellness items like checkup appointments. They reimbursed me $60 for her $259 appointment. Then they sent me the ACTUAL breakdown of what was covered. Spaying and Neutering takes up $175 of the alotted reimbursement, meaning it can ONLY be applied to that OR a dental cleaning. Those are more commonly needed in much older dogs or dogs with little history of good dental hygine.. For a 3 year old female dog who has very healthy teeth reported at every vet visit and is ALREADY spayed, this makes no sense to add this "benefit" to my policy. They misrespresented the product and then charged me for it. Just a joke. How could they not know that you can only SPAY or Neuter a dog ONCE in their lifetime?!?!?! Then, when I tried to call in, I had to speak to 7 (not exaggerating) different people before I could get one to message supervisor who then called over an hour later, leaving a voicemail with NO contact/callback information and just "please throw out some times that work for you in the next week to meet". I'm sorry, NOW is the time I have allotted to track this down. So sad what they have become. I saved $67.88 per month by switching my dog to another provider, all while on hold. If you want to sample my experience, read their reply, lol. This doesn’t include their email offer to “explain your benefits.”.. so I think this is nearly 10 attempts to explain how benefits work while making no actionable change and not admitting how wrong this is. Trajectory seems clear from here. It does nothing to explain something to someone over and over again, especially when said person has already moved on. Explain before enrollment occurs, since ya’ll love to explain things so much. Edit: I’ve had to block Fetch from emailing me because their algorithm of automatic replies is broken and their “staff” keep reaching out asking how they can help because they see that the policy was cancelled. Yes, that was the entire point, lol.
Insurer: Fetch
By: kr
Great service for our pets
MetLife Pet Insurance is a wonderful service. Our pets are family and having this available is such a help when unexpected costs arise. The website is easy to use and the reimbursement process once the deductible has been met is seamless. I've called several times and customer service is always helpful.
Insurer: MetLife
By: Pat
Amazing communication
Amazing communication, quick responses and reimbursement. I’ve only recently had first time claim and I was so relieved for the ease of process. Great job met life
Insurer: MetLife
By: Deeann D
Stress free
Clear and effective communication
Insurer: Sonnet
By: Al-Ameen Balogun
Trupanion comes through!!!!
We have insured with Trupanion for several years, and has paid off especially when veterinary bills get really expensive. Quick response and turn-a-round creates stressless transactions between hospital and patient.
Insurer: Trupanion
By: Kenneth Stern
Caring people to help with claim
Caring people to help with claim
Insurer: Spot
By: Cynthia O'keefe
Always helpful and knowledgeable…
Always helpful and knowledgeable whenever I call
Insurer: Nationwide
By: JULIE