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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We did the right thing!
We just started with Pets Best and can already tell that we did the right thing! The service we have received so far has been exemplary. Keep up the GREAT work!!
Insurer: Pets Best
By: Candice
Very happy
Very happy with the ease of the service and responsiveness. I didn't know what to expect when buying insurance, and end-to-end it's been so easy. Great service, and comforting to know our pup is protected if anything goes wrong!
Insurer: Pets Best
By: Brian
Slow
We have found the entire claims process to be a mess. "Deny first," seems to be Natonwide's mantra. Once you do jump through all the hoops, payment is abysmally slow.
Insurer: Nationwide
By: Jean
Excessively long claim periods (longer than advertised/promised)
I submitted a claim for treatment and was told on December 12, 2018 that they needed medical records to process the claim. On December 26, 2018, I sent in these medical records for the claim to be re-reviewed and processed. On January 9, 2019 I was told it would take 30 days from the day the records were received to process the claim. 30 days passed and on February 1, 2019, I was told another 30 days would be needed. It is now February 22, 2019 and I still have heard nothing. I also have another pending claim from January that has exceeded the 30 day window, even though medical records were provided from the beginning for this one.
Insurer: Nationwide
By: Alan
A Godsend
we've had dogs for the last 40 years -- usually two at a time. we've never purchased health insurance because 1. it wasn't available for most of those 40 years and 2. when it became available I heard complaints from folks who purchased pet insurance, and then were disappointed when they had a claim, saying that the insurance ended up not covering much. We figured it was not worth it. When we brought our new rescue pup to our veternarian, he told me that Nationwide has a good reputation and that his clients have been happy with it. So we took his advice. So far, we have found the claims process easy, and the company is responsive. The one surprise (though Im sure was in the fine print of the contract) is that there was a limit they would pay for the same issue (skin problems).
Insurer: Nationwide
By: Karen
Way too long to be reimbursed !
I was a Claims Adjuster at Liberty Mutual handling Car Accidents and Injuries. We HAD to pay our Insureds in 7 days for Vehicle Damage and ongoing Personal Injury. Your Claims are paid in 30 days, at best!! This time period is way too long for Insureds, that are unprepared for a devastating illness of their pets. Perhaps you should hire more Claims Adjusters, it's not like you need to investigate. The Vet Bill shows it all, you either cover the procedure or you don't. Very unhappy with your reimbursement guidelines.
Insurer: Nationwide
By: Calysta
Outstanding service from beginning to end.
Dan F and the team at Embrace has done an outstanding job in making Mikey's claim as easy as possible from pre-certification to payment of claim. Everything was done in a timely manner and fully explained to me. So happy I made the choice of Embrace and wish I'd done it sooner.
Insurer: Embrace
By: Taia
I’m very disappointed in the customer service as I have called 3-4 times about a claim from October 2018
I’m not happy with a claim that has been on hold since October. Spoke to the vet multiple times and customer service 2-3 times and was told it was being processed. Still waiting.
Insurer: Embrace
By: Lauren
Good response
Good prompt response from Nationwide
Insurer: Nationwide
By: Nidhi
Wonderful coverage
My puppy has been a Trupanion client for 4 years now. We have had claims which were efficiently processed in all cases . We are very glad we have Trupanion protection and hope to have it for many years to come.
Insurer: Trupanion
By: Joe