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.
72,392 total
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Terrible service
Terrible service; terrible company. I am an RVT and had my partner sign up for pet insurance in case of emergencies or in case I swapped professions down the road. We looked into fetch because it seemed to have good coverage and good reviews. We had submitted OVER A MONTH AGO an estimate for our emergency dental of our 9 month old kitten to have assistance covering the cost. We were DENIED because of "pre-existing conditions" such as - anesthetic monitoring and isoflorane. Tell me how this is a pre-existing condition? Emergency surgery to have a tooth removed before even a year old because of a malocclusion forming and changing the development of his teeth isn't a pre-existing condition. We are incredibly disappointed and will be swapping insurance companies immediately. Little to no explanation of why it was taking so long to review our records and invoice and then denied for not a valid reason. These invoices and records are supposed to be reviewed by a certified technician. Any RVT can see that this was not a "pre-existing condition" from the records. 0/5 stars fetch.
Insurer: Fetch Canada
By: Tarryn Belfry
The courtesy and professionalism is…
The courtesy and professionalism is outstanding. Also the prompt payments on invoices makes Pumpkin the best insurance company, of any type, I have ever used. I have recommended Pumpkin to more than a dozen neighbors and pet owners in the last month.
Insurer: Pumpkin
By: Salimah Jones
Great Insurance
I am glad I made the wise decision to buy insurance through Embrace. I have been with them since 2019, and they always process claims efficiently. I also love that they have wellness coverage, covering annual visits for shots and preventative medications. __Stacey Fisher
Insurer: Embrace
By: Stacey
Your The Human Companyalways positive
Your always positive, friendly, and compassionate. It is great to talk to a person and not a machine.
Insurer: Pumpkin
By: Karen
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
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
So pleased with our experience!
Wonderful experience with our Fetch claim! Communication was terrific, coverage was great. Very pleased with the breakdown that was sent, showing our claim, how much was our deductible, how much was covered for each item. So glad we have Fetch insurance!
Insurer: Fetch
By: Ruth
There was an error made when uploading…
There was an error made when uploading my medical notes/invoices for a claim and the Fetch representative calmly and politely walked me through how to correct it.
Insurer: Fetch Canada
By: Lori B.
Great customer service from Carey
Great customer service from Carey. Efficient and kind so glad I got Carey today. He was knowledgeable to figure out my payment issues.
Insurer: Fetch
By: Jennifer seaman