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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TERRIBLE
My recent experience with Pets Best has been extremely disappointing. The claim process took far too long, and there was a complete lack of communication throughout. Pets Best never requested the documents they later claimed were “missing,” only to deny the claim because of it. This feels unfair and poorly handled. Customer support has been unhelpful and slow to respond, and every step of the process has required me to follow up multiple times just to get basic updates. For a claim related to a straightforward neuter from February, the delays and confusion are unacceptable. I expected timely communication, clear document requests, and efficient processing—none of which happened. Pets Best needs to seriously improve transparency, response times, and communication with pet owners.
Insurer: Pets Best
By: Jorsan
Wish my human health insurance was this fast
My dog's had a lot of surprising health issues...all of which have been very expensive. Making big decisions about her health has been very stressful, but the one thing I never had to worry about was paying for it. Healthy Paws is so quick to reimburse me: the direct deposit frequently hits before the credit card charge. They're fast, reliable, and very helpful.
Insurer: Healthy Paws
By: Alyssa J
Adopted a dog from Anti-Cruelty of…
Adopted a dog from Anti-Cruelty of Chicago. At the tail end of the paperwork process, Ken comes in and makes a pitch for Fetch Pet Insurance. Cost quoted was $26. We said I'd like to think about it, he said no problem and he would send an email in case we decided to move forward that we could either contact him through or click a link. A couple of days later we decided to get the insurance and my wife said we never got an email from him. Tried to reach him for 2 days before he finally returned my call. Most of the time my calls went direct to voicemail. Seems he was busy and his phone had died. Said he'd sent an email but, would send it again. We verified the email was correct. Here we are a week later and still no email and he does not return calls. Most of the time, again, my calls go directly to voicemail as Ken has said he has frequently been too busy to charge his phone and it winds up dead. Imagine that. I've made two calls to Fetch customer service. Per their CSR, there should have been a quote in their system that generated off of the quote we had gotten from Ken. It should have been filed by the email Ken had for us. This shouldn't be a surprise at this point, there was no quote in the system. The first guy didn't give a damn but, would be happy to sell me a policy for the $42 I'd been quoted by their online system. The second guy seemed irate about our experience and was able to get the price down to $35. However, at this point I'm pretty well ticked off that Fetch's negligent employee is going to cost us $9 a month so I declined. He told me he would have a manager call me on Monday. This second call took place on Saturday. It's now Wednesday. I still haven't heard from a manager. Actually, at this point, I'm not expecting to. Ken was super nice in our interactions with him over the two days we were at the shelter looking at dogs. Apparently he doesn't understand the way sales jobs work or his part in the system. We think we will still buy a policy for this dog. We have already scratched Fetch off our list so the search will go quicker. The way we look at it, if they have this much of a problem before the sale, I can't even imagine how bad are they going to be when it comes time to reimburse for a bill.
Insurer: Fetch
By: McDee
Embrace has been very good to work…
Embrace has been very good to work with- They tell .me what I need to do and help me with the processing of my claims
Insurer: Embrace
By: SHIRLEY
Very easy process to file a claim and…
Very easy process to file a claim and very quick response.
Insurer: Spot
By: Sarah Mechling
Quick claims processing
I appreciate how quickly my claims are processed and reimbursed. I have had really great customer service, too. Overall very satisfied.
Insurer: MetLife
By: Jen Stephenson
Old Merlot made it great
Old Merlot made it great. Skip was awesome.
Insurer: Prudent Pet
By: Dr.JoannePuleoaol.com
Quick professional response
Quick professional response
Insurer: Spot
By: Peggy Fleming
One of the best insurance company for…
One of the best insurance company for pets when it’s time to make a claim. No hassle, super fast processing.
Insurer: Pets Best
By: Lisa Ku
Our kitty had a 3 day hospital stay
Our kitty had a 3 day hospital stay. I sent in my claims and documents and prepared to wait for approval. They were approved in less than 24 hours! The service is awesome and the coverage was as expected. I am very grateful for Embrace!
Insurer: Embrace
By: Noni