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.
73,238 total
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Excellent service
My dog recently had surgery for a shoulder injury. I was nervous because it was a very costly procedure done in a different state than where I live. Embrace was in contact with the vet and processed and paid the claims promptly and efficiently. I am grateful for Embrace.
Insurer: Embrace
By: Donna
I recommend Nationwide Pet
Nationwide was there when we needed it I would definitely recommend!
Insurer: Nationwide
By: Wendy
Thank god I bought this insurance with Healthy Paws
Easy to file claims. They respond and pay right away.
Insurer: Healthy Paws
By: Carolynn
Misleading exclusions and bad communication
Trupanion miscommunicated (or perhaps downright lied) about preexisting condition exclusions, so now that I am leaving them I have much fewer options for my older pets, and I have paid plenty of premiums to them and never gotten a dime in coverage. (Which I understand is sometimes how insurance works if you don't need it, but we did and they failed, miserably.) Feb 2018: I move to Canada from the US. My prior pet insurance company doesn't exist here. But Trupanion does! I sign up. My pets have no huge issues, though one has had a tooth extracted for periodontal disease. Aug. 2018: That same pet needs more extractions. I call Trupanion, trying to budget for whether/when to do it at the vet. They tell me he's actually fine, his teeth are not excluded! Pleasantly surprised, I go ahead with the procedure. A month or so later: LOL no. Claim denied in full. Reason? Pre-existing periodontal disease. I call Trupanion and express significant displeasure. They explain, in excruciating condescending detail, how pre-existing condition exclusions work. I tell them I know this but I asked them beforehand so I could budget and they told me we were fine. I ask something about the wording of the vet record that has the prior condition on it, and they ask if I've engaged in medical fraud. (I haven't, I've told them all prior vets, I'm just sick of their jargon.) Sooo that's fun. I calm down and decide to stay with them. I understand why the exclusion was applied, it just wasn't communication well, and like I guess they have to be on guard against fraud or whatever. A year later, my cat who never had periodontal disease previously prior shows signs of it and needs extractions. I go ahead with them, confident that he, at least, is covered. HIS CLAIM IS DENIED. REASON? HE HAD TARTAR ON HIS TEETH ONCE PREVIOUSLY. TARTAR. T. A. R. T. A. R. I sign up with a local Ontario pet insurance association as soon as I can and cancel Trupanion. I inform them as to why several days beforehand and get no response (I basically tell them to hold the legalese, I understand they have the legal right to do what they did but they are terrible at what they do and I will be canceling... I guess if they can't come back at you with legalese they don't see a point in responding). Anyway, buy at your own risk. Good thing I can have tartar on my teeth and still get dental coverage. I shudder to think what this company does when your pet is actually sick.
Insurer: Trupanion Canada
By: Sarah
Everything about his care and claim process went smoothly and quick! I am very happy!
I would recommend Nationwide Ins for your pet. I am Extremely thankful with their quick process of claims
Insurer: Nationwide
By: Connie
Customer Service
I've been a customer for two years and am very happy with this provider.
Insurer: Nationwide
By: Michael
Assistance when calling
I've called the help line a couple of times for different reason and although they were not able to help my particular situation they were good listeners and provided helpful suggestions where they could.
Insurer: Nationwide
By: Carmen
Quick, Easy
Easy filing thru email and they have greatly reduced their turnaround time. The last few filings have taken less than 2 weeks.
Insurer: Nationwide
By: James
Frustrated that after 12 years of using this insurance they are now delaying payments for no reason.
Suddenly after 12 years of great service they are putting things in underwriting and holding off payments for no reason. It’s very frustrating.I have always recommended this company to friends but right now I’m hesitant to do that.
Insurer: Nationwide
By: Shearer
For 10 plus years, you’ve come through. Thank you.
I’m so appreciative of the ease and professionalism Nationwide conducts themselves. In last 10 years you’ve allowed us to prolong the lives of 2 of our dogs (family members). Thank you so much.
Insurer: Nationwide
By: Barry