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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Could be better
I began submitting claims through the VitusVet app. One of my first claims did not properly attach the receipt. The agent on the account emailed me directly and I hd the paper work to her within minutes and my claim was filed. Since then all my other claims get rejected because there is additional information needed. Instead of the claims agent reaching out like the first time. They decline my life and force me to appeal or start all over again. At first my claim processing time was a week, now it seems to be over 2 months. I am beyond disgusted with the customer service being provided.
Insurer: Nationwide
By: Erica
So glad I opted to have pet insurance - it has paid for itself
This was the first year my employer offered pet insurance. I figured why not, I had been looking into it but never ended up purchasing it until my employer offered the benefit through payroll deduct. This was the best decision ever to make, to be honest I didn't think we would ever use it but just nice to know we had it in the event we ever needed to use it. I have a 2 year old - bulldog that started displaying aggression out of nowhere. I had brought him to two different vets. The first vet stated he should be euthanized and didn't offer any solutions, outside of traveling to MSU to meet with dog behavior specialist. I didn't agree with that and ended up calling another vet to get a second opinion. I am so glad I did as the second vet was able to perform bloodwork, etc on him and then gave me the card/name of a dog behavior specialist who specializes in aggressive dogs. After visiting the second vet, I had called the training specialist almost right away. Long story short, we ended up doing a "board and train" for two weeks where he stayed on-site at the trainers kennel. When I first dropped my dog off to the trainer, my dog tried to attack him through the car window which right away made me nervous to even leave him there. Within about 5 minutes the trainer was holding my dog's leash and even pet him while I gathered my dog's items from my vehicle. By the time I had picked him back up, everyone loved him and his personality at the kennel. He was playing more calmly with other dogs and he had rotated through meeting/interacting with 20 different people. Which was fantastic, when we got him back home he was the same dog but had a much calmer demeanor. It also helped that the second vet prescribed puppy prozac and melatonin that we had started prior to the training. Anyways, so fast forward about two months after the first vet visit I had started wondering if all the medication and the training would be covered through the pet insurance we had. So I had called to ask and the Nationwide representative just told me what paperwork to submit and to go ahead and submit a claim. I was also told II would find out if I was covered or not after I submitted the claim and it was reviewed. So it would've been nice to have a more solidified answer ahead of time for what was truly covered as opposed to just submitting the paperwork and hoping for the best. But overall, it did work out and I think it was a matter of days (I think only two or three days) it took for Nationwide to review the claim and deem what was covered. Then another two days for the money to be submitted to my bank account. I have to say I was thoroughly impressed with the claim process and the ease of it once I gathered all my paperwork. I can't say enough good about this insurance and the second vet. I have been praising about both to everyone I know. I would've just been happy with the training being covered because that was a pretty big expense but after all was said and done, I had everything but about $85 covered (which I understood it wasn't covered with my plan) and they also took out the $250 deductible so I didn't have to worry about paying that. Overall, just with this one instance I feel this insurance plan has paid for itself. I was sure if they covered aggressive dog issues or not, but through reading I had found one line in my plan about it and our new vet (who gave us the second opinion) was willing to help us. I consider my pets our family and we can't just give up on them just because they have some behavioral problems. I am still disgusted with the first vet and just wonder how many other animals may have lost their lives for the same thing. It makes me sad to think about. However, instead of being angry about it I walked our dog down to the vet and gave them the business card of our dog trainer. I am also sharing news that Nationwide insurance has awesome pet insurance and that they covered all our expenses with no questions asked and no there weren't any problems with the claim process. I will be sure to let our current vet know as well, so maybe they can offer or spread the word about the Nationwide pet insurance. I was just trialing it out this year with the supplemental insurance but I am going to be upgrading to the full insurance policy that includes wellness visits next year. I can't say enough good about this insurance, but I am so glad to have opted into it. Highly recommend it. People are insured, so why shouldn't our beloved pets be? :)
Insurer: Nationwide
By: Jill
Absolutely the Best thing You can do for you and your fur-ever friend.
You cannot beat the kindness of everyone at Healthy Paws. I will always insure my animals with them because they are absolutely hassle free.
Insurer: Healthy Paws
By: Jann
Prompt service
Nationwide is so easy to work with. They have been excellent with claims that I have submitted. I’m so glad that I have them.
Insurer: Nationwide
By: Ninfa
Terrible insurance
customer services is terrible. It took 4 months for medical records to go through. They decided that my dog benefits wouldn't be covered because I just found out he has lyme and never had it any previous appointments, I was told its a pre existing disease.
Insurer: Nationwide
By: Felicia
Online claim form a bit awkward
The online claim submission form was acting up when I tried to submit, only at the last step when it asks you to agree to the terms and conditions. It took a few attempts before finally working. If I recall correctly, trying to call in my claim was equally unsuccessful. Once the online form took the claim, it was a week or two before receiving reimbursement, and the process was simple from there.
Insurer: Nationwide
By: Andy
So easy, the best
Only recently got insurance for my 4 year old dane. They cover everything, including wellness, except pre-existing conditions. The claims process is done on an app and is easy as can be.
Insurer: Nationwide
By: Jackie
GREAT AND EASY INSURANCE AND STAFF TO WORK WITH
We have been with this insurance for 4 years. Great costumer service. a little late claim updates sent to me but over all great insurance and great staff to talk. all knowledgeable
Insurer: Nationwide
By: Atabak
thank god i invested
I have had Embrace for 2 years and never had to use it until this past month. I am very happy with the service and the ease of processing the claims. I am grateful that it allows me to give my Pup the best possible care without having to worry about the cost. it has given me peace of mind in knowing that i dont have to worry
Insurer: Embrace
By: maribeth
Best decision in getting a pet
This is the one thing you hope you never need but are so glad to have it. I brought my puppy home January 2018, his problems started in May with pain in his neck/back. 3 visits to the vet in a week, no idea the cause but steroids helped. September same thing, again steroids helped but he was still in pain. I tried acupuncture & laser therapy to no avail. Meantime, he had surgery for swallowing an entire toy. 2 days after that he spent a night in the ER. He saw a neurologist in Nov 18 and she was able to diagnose him right away & he's been treated monthly since. He also swallowed 2 socks, needed an endoscopy. Due to his back issues, his skin started to calcify so he's now also seeing a dermatologist. Nationwide has covered all of it per terms of my plans. 90% after deductible. They have always paid within 30 days. Submitting a claim is so easy, you can do it via email. I have not once had an issue or been denied. Having this insurance has made a huge difference for me & my dog. He is on the road to recovery on all his issues and Nationwide's service and cost makes me not hesitate to recommend them anywhere. I've been told by many others they have pet insurance but it never pays for anything. I am so relieved I am with Nationwide & I don't have to worry about making health decisions for my dog based on cost (though I do try to save whenever I can).
Insurer: Nationwide
By: Katie