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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Horrible - difficult pet insurance
I'm a veterinarian - I recommend pet insurance to all pets. However, I've had Fetch for all 8 of my pets for many years and all I've ever had is problems with them. They never seem to want to pay out at all, they make it difficult always asking for more information or the claim is on hold or cannot be processed. Even though everything has been submitted. It is so difficult to talk to an actual person for help than talking with a stupid bot that CANNOT do anything to help. I'm starting to absolutely despise this pet insurance and plan on moving over to Trupanion, which seems much better.
Insurer: Fetch
By: Jess
Three stars out of five
I would like to leave my review about this pet health insurance. Maya has been insured with this company since she was a puppy, back in 2016, when she was just a few months old. We got the insurance as a precaution. When she was 10 months old, she fractured a bone in her leg. She had surgery, and the insurance reimbursed us 80%. She remained on this insurance for several years. When I found out that my husband had canceled her policy, I immediately reactivated it on October 15, 2021. Maya was going to turn 6 in December. Unfortunately, on February 10, 2022, Maya needed another surgery to remove the pin from her leg. As she grew, the pin had shifted into her knee, and she was having difficulty walking. She underwent the second surgery, and I filed a claim — but they did not reimburse me, stating it was a pre-existing condition. I was very upset, because they were already aware of her full medical history, including the first surgery. However, since the policy had been canceled and then reactivated, I believe they may have assumed we were trying to take advantage of the situation, which was not the case at all. I eventually let it go, although I remained very disappointed, and we paid for everything out of pocket. She has remained insured to this day. Recently, she had to undergo yet another surgery on the same leg — her third surgery, in 2026. Maya is now 10 years old. This time, she was diagnosed with osteosarcoma and had to have her leg amputated. The insurance reimbursed 80% of the costs. Overall, I would not give this insurance 5 stars. Because of the second surgery, which I believe should have been covered, I cannot rate it that highly. However, considering the customer service and the speed of reimbursement, I would give it 3 out of 5 stars. I also would not give 5 stars because I consider the monthly premium of $228.69 to be quite expensive.
Insurer: Healthy Paws
By: Priscila Dos Santos
quick claim response
Prompt response to claim. Excellent communication.
Insurer: MetLife
By: customer Leslie
Healthy Paws makes filing a claim so easy
Healthy Paws makes filing a claim so easy you can do it on the way to your car as you leave the vet's office. What's more amazing though, is that the money appeared in my account within just a few days. It really could not be simpler, which made a stressful situation with our beloved dog's health much more tolerable.
Insurer: Healthy Paws
By: Christina Rutheiser
They used to be fantastic. Now they're trash
They used to be fantastic. They've covered thousands of my pets bills in the past. Now they're absolute trash. They used to cover huge vet bills without hesitation, now they've been giving me the runaround about a $240 vet bill and then said it was a "preexisting condition" which is wasnt. They say I can appeal, but it'll take atleast 3 months and I would have to do a mountain of paperwork. You're much better off putting the money you would spend on insurance in a bank account.
Insurer: Pets Best
By: Patrick
Claims are processed fairly quickly
I like that claims are processed fairly easily and quickly when submitted by myself after I’ve paid. While there is a way for vet offices to submit claims, I’ve found this doesn’t work as well as it should. My vet has said they would submit it but don’t, so I have to check on it and submit it myself. On a separate topic, I’m disappointed that coverage of prescription food is limited to only 2 months when my dog is required to stay on it for her life.
Insurer: Trupanion
By: Susan
Ziggy got botulism from eating a…
Ziggy got botulism from eating a decaying iguana resulting in paralysis. He was hospitalized at Hollywood VCA for 10 days and the entire staff was awesome. Their constant attention and encouragement helped him recover sufficiently to be discharged home. And now pleased to say that after 4 1/2 weeks he is full recovered. Many thanks to Dr Heim and the whole staff!! As far as insurance goes, I have to say that filing the claims was easy and I was reimbursed really quickly. I don't know what I would have done without the 70% paid of a very large bill
Insurer: Healthy Paws
By: Debra Angelo
Terrific
Very good, prompt service for my recent claim. I used to not be convinced that we needed pet insurance but I wouldn’t go without it now.
Insurer: Pumpkin
By: Christopher
Very friendly and helpful team
Very friendly and helpful team. Always take the time to make sure they properly answer my questions. It is a great experience now a days to speak to a live agent and not AI.They are affordable and have a lot of selections for the coverage that fits you the best. Been with Prudent going on 5 years now.
Insurer: Prudent Pet
By: Arlene
A little help needed!
So far, I’ve had a little trouble keeping up with some of the requirements and offers for “snapping” receipts, etc. I have to admit to not being super tech savvy as younger people these days (my grandkids are better at it than I am!) Also, I keep getting emails to enroll Misha in Fetch when we have already paid for the insurance and even submitted a receipt from our well puppy vet visit. How do I stop those from appearing in my email? But, I do appreciate the assistance I’ve had so far.
Insurer: Fetch
By: Michele N.