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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Worst Pet Insurance
This business has been an absolute nightmare to deal with. I’ve spent an unbelievable amount of time on hold with this company without even being answered. Not to mention they also don’t respond to costumers emails. It’s quite literally IMPOSSIBLE for get ahold of someone. They also closed my claim because my vet “would not send” the records. After a quick 10 minute call to my vet (NOT OVER AN HOUR LIKE PETSBEST) they said they never even received a request. So I obtained all the records myself and emailed them over and I also emailed them all of my vets contact information, not that they ever reviewed that email because they still said they had not received the records. But FINALLY, after a month of trying to contact them I finally got on the phone with someone. Again, I provided the contact information to my vet and told them I uploaded the records myself as well. THEY STILL SAID THEY WERE MISSING RECORDS A WEEK LATER. Finally my claim was completed and I didn’t even receive a fraction of the vet bill back. It would have been cheaper for me if I never started the monthly payments and just paid the bill outright with the money I spent paying petsbest. I could go on even more about the ridiculous experience. I will be moving my business elsewhere where and I hope this is a warning to other people looking for pet insurance.
Insurer: Pets Best
By: Riley
Security Red Flags, Terrible Claim Process, Waste of Money
I've been paying for insurance for about a year with (gratefully) no claims. I finally needed to file a claim and the process is terrible! You have to download their app, there are no other secure options to file a claim. There claim app is all bots and AI, no real people. They only allowed canned responses and no questions. I'm not even sure if I ever picked the correct response because they force you to record yourself, no typed response options. My husband works in Cyber Security, this is a MAJOR RED FLAG. There is nothing protecting your voice or face from being misused for malicious and fraudulent purposes. I had to abort the claim out of security concerns, and with no human being to call; this was a complete wast of time and money!
Insurer: Lemonade
By: Tracy
Good service and I am happy with it.
Good service and I am happy with it.
Insurer: Sonnet
By: Ling Gao
The person I spoke to was very…
The person I spoke to was very knowledgeable.
Insurer: Pumpkin
By: Cyndie Daley
Although Bernie was a healthy dog for…
Although Bernie was a healthy dog for many years, he became very ill in the last 6 months of his life. Healthy Paws responded quickly when I began making claims and always paid quickly and conveniently directly to my account. Website was easy to use (after the first time when I was figuring it out).
Insurer: Healthy Paws
By: Sue Stoll
Efficient, poactive and value for money
We have been paying our insurance for our cat for 8 years and never made a claim. Unfortunately in the last 3 months we have had $10k of vets bills. Healthy Paws have been incredibly efficient and response. Within 3 days of a $6k invoice it had been processed and was in my bank account with no questions asked! My only small issue is that you have to put your claims in within 90 days of the vet visit which I wasn’t aware of so I did miss out on one claim for last year.
Insurer: Healthy Paws
By: Callum Gordon
I like the kindness and courtesy.I…
I like the kindness and courtesy.I receive
Insurer: Prudent Pet
By: darrellwinfieldgmail.com
I wrote a prior review but I don’t see…
I wrote a prior review but I don’t see it coming up and it is a review every fur baby parent should see. I called Fetch for a quote and was greeted by a wonderful agent named Leah Leslie. She is so knowledgeable and caring. She takes the time to make you understand every aspect of the policy offered. They only allow 5 stars but this agent truly deserves 10. I received my quote and told her I still would like to shop around and will be back either way to let her know what I decide. I called several top rated companies and did not get the expert experience Leah gave me. I wanted to know as a pet parent, I would never have to say no to any tests or coverages needed for my baby but hope I never have to use it for other than shots and a spay. She has exceptional customer service ability and is an asset to this corporation making me feel valued and confident making the right choice going with her. Her abilities surpassed every agent I spoke to in the several companies I contacted. I hope she is appreciated by her superiors as I can say I am grateful to have met her. Thank you Fetch for having such a valuable asset to represent your company. Your new customer Charisse.
Insurer: Fetch
By: Charisse Torino
Overpayment Hassle
I submitted my pet’s prescription strength dog food and recommended supplements and they were approved by your staff. I continued to submit receipts since the products were approved by your staff. Then I receive a letter that there was an overpayment. I paid the amount in question. I then receive another letter; which, included the dates from the prior letter along with one additional date but the previous amount was already taken care of. Your company cashed the check. I called to explain the situation and was told it was being routed to the right person and I would get an email with the correct amount due. Weeks went by. Never got an email. I called numerous times and sent several emails explaining the situation. No one could do simple subtraction and confirm I only owed for the last date in question. I then received one final letter, called the company again, and finally got the situation resolved. It was a very lengthy, annoying process that was entirely your staff’s fault. I am not sure why the products were continuously approved. With all of the hassle you caused me it would have been nice if you just took the loss since it was your fault. Now I’m submitting receipts for items that are totally unrelated to preexisting conditions yet they keep getting denied. It is beyond frustrating.
Insurer: MetLife
By: customer
Spoke with Maddy and Cathy/Kathy
Spoke with two reps in the last week as I have many questions on my first ever claim to submit for my cat. I was hoping not to have to submit any claims for many years as I have fairly young cats, 5 and over 1. My 5 year old was diagnosed with crystals, so here I am about to submit my first ever claim. I want to express how wonderful Maddy and Cathy/ Kathy were on the call with me. Maddy helped me with additional questions I had and gave me great information when submitting a claim I was not aware of. She was fantastic and very professional and pleasant to talk with. Cathy/ Kathy I should've grabbed the spelling of her name, my apologies was just as amazing and helpful with my questions. She even put me on hold to make sure she was providing me with the correct information. Both reps were very kind and professional. It makes the process of the pet owner on the other side of it a more relaxed and have some relief they have this support. Thank you ladies for your great customer service.
Insurer: Prudent Pet
By: Customer