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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Could not get information about…
Could not get information about pre-existing conditions when talking to a representative on the phone. I was told you have to file a claim first and see if the cover it. They will not review your pets medical records ahead of time, so you can pay them premiums and then find out they would cover your pets illnesses
Insurer: Pumpkin
By: Lynn
Be VERY careful if you choose this…
Be VERY careful if you choose this insurance or add this insurance if you’ve had your pet for any length of time before starting it. Their fine print states that ANY discussion about any possible condition or issue is considered a pre-existing condition and they will not cover anything they consider pre-existing. Example, I took my puppy in for first vet visit three days after bringing him home at 10 weeks old and the vet and I discussed at what age he should be neutered and because the vet informed me about basic neutering or a more intensive neutering procedure if his balls hadn’t dropped by 6/7 months old (again he was 10 weeks old and often balls don’t descend until 6 months), PetsBest said this informational discussion was evidence of a pre-existing condition and would not cover the neutering. The vet also discussed with me at the first visit to be aware of separation anxiety signs as I mentioned my puppy was having a slow transition from his litter mates into a new home. The vet did NOT diagnose my puppy with separation anxiety or anxiety nor did she diagnose him with undescended testicles but because the vet discussed these topics with me, the insurance considers them preexisting conditions and has denied any claims. My puppy was diagnosed at 6 months old with leash reactivity by a dog behaviorist who suggested anti-anxiety medication to help but because the vet mentioned anxiety at his first appointment (before I had PetsBest) they claim he had a preexisting condition and will not cover anything needed medications or dr visits associated with his leash reactivity. PetsBest is one of the most expensive pet insurance and was recommended to me by the first vet I visited. It’s ridiculous and unethical to claim anything discussed for informational purposes as a preexisting condition. You can make an appeal which I did including a letter from the vet stating no diagnosis was made but it took months for them to review and then deny the appeal. The only claim submitted they reimbursed was for flea prevention and that even took months for them to reimburse. STAY AWAY FROM THIS INSURANCE - especially if you have a new puppy because they’ll find every loophole in their fine print to deny a claim and also when you look closely at what is covered in their puppy plan, you’re better off finding a low cost clinic for shots and neutering. I wasted over $800 on a plan that only covered the flea prevention and that was just half a year cost!!! And before I signed up for the plan, I had an hour long discussion with a customer service agent and mentioned the prior informational discussion with the vet on the first vet visit to ensure nothing discussed would be considered preexisting and she assured me it would not but because they now have a recorded message that states customer service agents information is not factual information regarding claims, they again have a loophole for customer service agents misinformation. Sadly pet insurance is as useless as human health insurance. Save your money. This insurance is a scam!!!
Insurer: Pets Best
By: Chris Jones
Trupanion not good
Every claim I have made to date, Trupanion always has a reason why it’s not eligible. Wish I had never taken the insurance.
Insurer: Trupanion
By: Paul
Amazing turnaround time!
I had to take my cat to the Emergency Vet, and she stayed for 2 nights. The bill was very high. I submitted the claim via email with all the hospital documents. The company confirmed receipt right away, and I had the payment in my bank account just a week later! I am really happy with their fast, hassle-free process during a stressful time. Thank you!"
Insurer: Pets Best
By: Jan
Ear infection + standard vaccines in one swoop
Our 1 yr old Bernedoodle came down with an ear infection so we headed to our normal vet, Burrwood, they're amazing! While we were there, she was due for her normal vaccinations (we don't subscribe to this through PetsBest). Although those weren't covered, the outline of the claims clearly detailed the ear infection coverage (towards our deductible) and the vaccinations (not covered) and everything was very transparent and PetsBest was quite responsive in reviewing. They even provide a free-form box to explain what happened or any additional details of the visit, which is nice. Thank you again for the coverage!
they are the best pet ins
they are the best pet ins. company period you might find a little cheaper but the customer service is second to none and they really care about you and your pets
Insurer: Pumpkin
By: rjohnson
Easy claiming and payout
Easy straightforward claim submission and prompt response and payout.
Insurer: MetLife
By: Sherihan mother of Seven
Good, could be great
I love knowing that I’ll never have to choose between paying my mortgage or helping my pet if an accident or illness were to happen to them. That being said, the premium increase each year is a pain point as is the claims process. If you should happen to forget to submit a piece of information in your claim, the claim just disappears like it never happened (even though you know you submitted it because you got that email verification). Please look into rectifying that.
Insurer: MetLife
By: rescuemom
excellent service processing claims…
excellent service processing claims with accuracy.👋
Insurer: Spot
By: Clara Samaniego
I gave à 1 star because that’s the…
I gave à 1 star because that’s the lowest. Advertising is very deceptive, don’t get this insurance. You want to protect your pet, they want to steal your money. I want a full refund!
Insurer: Healthy Paws
By: Ben Coonfield