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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Incorrectly processes claims to pay you less
Filed my first claim for my first pet's first vet visit. Took 6 business days to process, yet had obvious mistakes. The Preventive plan includes coverage for an annual visit, dewormer, vaccines, and one-time microchipping. They decided not to cover the dewormer because it was "preventive" and they put it under my Accident plan for some reason... They decided not to cover the microchipping because they put it under my deductible under my Accident plan... even though a microchip literally isn't a treatment... For clarity, I have a Base Accident & Illness Plan plus Gold Preventive. I filed a claim under my Preventive for the visit. They did cover her two vaccine boosters, but only $20 each when they costed $60-$80. If they did cover the dewormer, they probably would have underpaid for that too, but they did one worse and just didn't cover it. I had a coupon for my first vet visit at VCA, but if they covered it, the $50 allowance would have underpaid the $125 fee by 2-3x. The plan did transparently say that it would pay $20 though, but I didn't think the actual price was 3-4x that at the vet (again, first pet, first vet visit, so idk average prices). I emailed them about the misclassifications, will edit with updates, but either way, this is a horrendous first impression and I shouldn't need to correct obvious mistakes... Given this was for a simple routine visit, I can only imagine that this is just the tip of the iceberg... This "insurance coverage" seems like a scam if they either intentionally misclassify things or make egregiously obvious mistakes in order to pay you less. Sickening how manipulative & exploitative this "business" is. Update: I got a response to my email within 4 hours. Fast response time, but the incorrect statements and nickel-and-diming nature of the response only makes my impression even worse. They said that Revolution is "not a dewormer", even though that's what my vet prescribed it for, that's what the box says it is for, and that's what multiple vet websites, pharmacies, and the manufacturer say. It's for both flea prevention and deworming; it's an extremely common all-in-one treatment that I even knew about before having my own pets... It's also literally the first Google result for "dewormer for cats" - can't make this stuff up... They also said that microchipping is under the Accident plan, not Wellness/Preventive, even though their own website literally lists microchipping under their Wellness plan... (which, uh, also makes sense, by definition...). In other words, they'll happily contradict their own website and your licensed vet, other licensed vets & licensed pharmacies, and the medication manufacturer in order to deny you an extra $25. Absurd kafka-esque practices...
Insurer: Spot
By: A customer
Overall great customer service…
Overall great customer service experience! Easy to use and quick turnaround time.
Insurer: MetLife
By: customer
Never a problem with getting paid back…
Never a problem with getting paid back great customers service and a easy website to navigate.
Insurer: Trupanion
By: Linda
The representative was very kind and…
The representative was very kind and thorough and the price seemed good it was a good experience and I read good reviews about it on Facebook that's how I found them
Insurer: Nationwide
By: Audrey
Great customer service
Great customer service
Insurer: Fetch
By: Marianne McDonald
trupanion overall satisfaction
Trupanion is very quick to process claims, were very professional, and were very helpful when I had a problem one time.
Insurer: Trupanion
By: Kathy
The agent took as much time as I needed…
The agent took as much time as I needed to explain the breed categories, the coverage amounts and payment options for my plans. I hung up feeling well informed and comfortable about the decisions I made. Thanks Nadine.
Insurer: Fetch Canada
By: Loraine
Murphy
Murphy was treated at the emergency vet, they all were very friendy, and explained everything, I did not feel pressured in having tests done or not done. If I didn’t have Pets Best insurance, I still would be paying The vet bill off. Thanks for making Murphy safe
Highly Recommend
We absolutely love Healthypaws vet Insurance for our dog. Very easy to use , quick response, quick direct deposit to your account , very friendly and efficient customer service. Highly recommended.
Insurer: Healthy Paws
By: Eitan Agagi
Nadine Van Ness
Nadine very helpful and answered all my lengthy questions and provided answers for all my questions and scenarios regarding both insured pets. Thank you so much! Aaron, Remy and Shadoe
Insurer: Fetch
By: Aaron Alexander