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.
72,095 total
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Misleading marketing/communications, hard to work with
Healthy Paws has been hard to work with from the get-go. I had to have my vet call them to explain that a procedure was not related to a pre-existing condition -- while they ultimately approved the claim (thanks, dr. Dunning), that exemplifies their efforts not to support customers. Also, make sure you read the fine print on EVERYTHING — emails, website, printed materials, etc. They do not make some things obvious, so do your homework. Customer service is incredibly impersonal and feels like an exceptionally cheery bot. I probably wouldn’t be half as upset as I am if the customer service people were at all apologetic when they aren’t able to help. Getting a negative email with cheery exclamation points creates a weird cognitive dissonance. Whoever heads customer support needs to take a communications 101 class.
Insurer: Healthy Paws
By: Alison
This is s Scam! They don’t answer calls or cover qualified claims
They don’t cover qualified claims! I adopted our cat from the humane society in early February, but could not reach anyone from Trupanion on the phone to register her, despite waiting on the phone for hours. I finally got her signed up after a week, and went in for a follow-up appointment for over-grooming, but otherwise she was perfect with zero signs of month later we had to take her in to urgent care for a major sinus infection that came on. Trupanion repeatedly deny our claim and appeals to them to cover her treatment ($800). Trupanion is pretending that her once a day hair ball from over-grooming counts as a pre-existing sinus condition, despite her doctors repeatedly reporting no signs of any sinus issues.
Insurer: Trupanion
By: Derek
Worst Pet Insurance
This insurance is the worst, I had it for one year and i spent money, submitted claim and they insisted that this was a pre-existing condition, even though her veterinarian sent in documentation showing claims were isolated. They took our money. I would not get this insurance, there are better ones that really pay your claims.
Insurer: Pets Best
By: GAIL
Saved our dog's life, twice
Our 6 year old Bernese Mountain Dog developed a breathing condition so severe he was within hours of death, twice. Thanks to our local vet hospital and our Trupanion coverage he received the best care possible without worry about the cost. He is alive today in part because the insurance supported us in getting everything he needed. We recommend Trupanion to every pet owner we know.
Insurer: Trupanion
By: John
Sunny and I partnered with an excellent insurance company.
You have been there for SUNNY & me each time we needed you, Even though I have a direct deposit from my social security account to an account for sunny health, Your refund each time Sunny has been ill, goes back into Sunny's account to help again, for his next illness. This helps me keep out of debt. (thank-you) Nationwide/VPI. Sunny & I greatly appreciate the help and PEACE you have bestowed in our home. Thank-you again, Eunice. p.s. Sunny is doing real good now, and is enjoying his daily walks, and play time again. I recommend you constantly, but until I tell them my story not many listen. I never leave my name, as most people are too anxious & busy.
Insurer: Nationwide
By: Eunice
Thank you so much for helping me assure Rich has a long and healthly (and happy I hope) life
Claims possessing is easy and I can interput policy! Have recommend to two friends.
Insurer: Nationwide
By: Mary
Nationwide is on your side
I guess they are good overall for an insurance company. Ive never used anyone else so dont know. THeir claim process time seems to take forever but then the last one only took 3 days which i didnt understand. I think the biggest complaint i have had is lack of communication. They dont send you emails or texts to tell you when there is an issues with your claim you just wait and have to go online to the site to figufe it out! Its really frustraiting and wastes alot of time time we could be getting it fixed and paid. The things they exclude or call pre existing is pretty extensive too but i guess most companies are only out to see how much money they can not pay out really, all insurance is a scam mostly but what are you gonna do? So i guess its not been bad so far and with these pets im glad i have something.
Insurer: Nationwide
By: Jason
I find Nationwide, easy, friendly and quick and I never have to dispute a claim.
I love Nationwide. They're on my side and my dog's too!
Insurer: Nationwide
By: Allison
Excellent customer service and claim handling
Our 12 year old Chihuahua Jake was referred to a specialty veterinary hospital this year after a heart murmur and elevated kidney values were found during his annual exam. He had a number of tests including an ultrasound, echocardiogram and advanced blood work and was diagnosed with both heart and kidney disease. He also had an emergency visit during this time due to a reaction to a medication. Embrace handled all the claims quickly and covered the expenses without question. The deductible was also reduced since Jake had no prior claims. Whenever we have dealt with the customer service team, they have been efficient and very pleasant to deal with. We highly recommend Embrace!
Insurer: Embrace
By: Deb
Very helpful
I had several claims. I spoke with customer Service and they were very helpful. They sent me claim forms snail mail. The form was very easy for this old person to fill out. I included vet reports and invoices. I had email responses that my claim was received, was being processed, and subsequent updates, including that my check was mailed. I received the check and details of payment. Impressive!! Good experience.
Insurer: Pets Best
By: Linda