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.
77,075 total
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Your system is beyond confusing and…
Your system is beyond confusing and provides no direction on how to move a claim forward. This last claim you told me information is missing and then proceeded to process it anyway. No one reaches out to you on the information missing from the claim either. As pet owners, my focus is getting my pet back to normal, not chasing down information for a claim when I already provide you with the documents you asked me for. If you want more documents, ask for more documents. I send an itemized invoice, the SOPs and the pet history everytime and several of my claims have been denied. For what reason I don't know. I hesitate to recommend METLIFE to others because the process is not seamless at all and there is zero communication on METLIFE's end. I have yet to speak to a live person about any of my claims. If information is needed, metlife should reach out or send a reminder that info is needed before the claim is closed. Once a claim is closed someone should reach out to see if there are any questions on the claim processed or at the very least a courtesy call to ask if the pet is doing okay. This experience has been anything but personable. There is no chat bot to offer help, there is no agent handling my case and reaching out, there is nothing. It's a guessing game and a game of rulet on whether or not they accept the claim or not.
Insurer: MetLife
By: customer
My dog was diagnoised with Splenic…
My dog was diagnoised with Splenic stromal sarcoma in Nov 2025. Her spleen, the mass, a a portion of her liver was removed. It was malignant. She been under going Chemo every 2 weeks. The financial expense was staggering. I am so grateful to have Healthy Paws Pet insurance. Not only have they paid 80% of the medical bills but, it is done in such a easy process. I filled a claim on a Friday and by Monday the funds were in my checking account. The best customer service during this trying time. They also follow up to chek on my dog. I highly recommend Healthy Paws Pet Insurance to everyone who has a pet. Affordable, low deductible and outstanding customer service from a company who cares about you and your pet!
Insurer: Healthy Paws
By: Susan Lemieux-Cortez
It was very positive as the vet clinic…
It was very positive as the vet clinic we went to accepted Trupanion they made the phone calls to you and got your approval for treatment for Oliver and we paid the difference,no paperwork on our part which was great? Thank you for your great service Ed Calleja
Insurer: Trupanion
By: Edward
The people always listen and respond…
The people always listen and respond quickly.
Insurer: MetLife
By: Pat
The process was excellent
The process was excellent. Everything is very accessible and easy, thank you.
Insurer: ASPCA
By: Migdalia Hernandez
The care team is always kind and…
The care team is always kind and courteous. Claims are always processed in a timely fashion.
Insurer: Trupanion
By: Alexis Cino
Warning about Spot
Spot has drastically changed over the last year and is now aggressively pursuing claims denial. They were largely taken over by a large holding company called IPH who now control all underwriting and claims. They were a well respected and good company who established a better reputation than competing brands. Here’s a real life example of the aggressive and unethical practices: I have a current claim pending for $400 and appropriate vet billing and medical records were provided. They are denying the claim because they have not received medical notes from three additional vets. Well the catch is that she has never been to these three vets. They were vets who saw 2 of my other dogs over the last 1.5 years. Although I have offered to obtain verification from these vets spot declined this and has said the claim will be closed unless they receive medical records. Bizarre but true. My only recourse is pay an attorney serial times what the claim is worth or go to my states insurance commissioner, but they need to see that some sort of specific law or regulation has been violated. The bad news is that at this time the Pet Insurance industry has been able to function largely unregulated, meaning they are able to make decisions based on their own assessment of claims as long as they don’t overtly break the law. I have had health insurance for my Pets over the last 10 years and have seen this trend not only in Spot but in other companies especially over the last three or four years.
Insurer: Spot
By: Jim Saxon
Always able to get a hold of agent when…
Always able to get a hold of agent when needed. Very good customer service.
Insurer: Nationwide
By: customer