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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The best pet insurance!
I can't even began to thank Healthy Paws. Our dog is here with us today thanks to them. It's been a blessing to have this insurance from the beginning and I highly recommend every pet owner to have it. Healthy Paws thank you for always being there for us and for checking on our fur baby to see how he is doing.
Insurer: Healthy Paws
By: Stephanie
The gross negligence of the staff resulted in two rejections and two appeals, but the third party appeal was in our favor.
My name is Ja’Quan, the guardian of my dog, Velma. I am detailing my experience involving the secondary appeal process for PetsBest. As the first claim for my policy, there has been considerable difficulty in providing PetsBest with the necessary information to process our claim. As a first-time pet owner and pet insurance customer, I had no prior experience in the information required for a claim. The veterinarian we visit is a small-town older gentleman who demonstrates his care for animals through his practice. As a result, his record system is not an upscale electronical medical record system that might be used in larger practices. Nevertheless, our veterinarian has patiently worked with me to document, what we believed was, the pertinent information for this claim. However, due to the incomplete and incorrect information provided to me from the PetsBest customer service representative, this claim has been denied and unsuccessfully appealed due to PetsBest inability to identify the exact information necessary to process the claim. The claim was to have a growth removed from her paw that was causing her to limp. I adopted Velma in September 2018 from a local shelter and was provided a brief medical history of Velma (they do not know where she came from). I had provided what I had deemed relevant information for this claim. This claim was initially denied because a previous PetsBest customer service representative incorrectly entered that Velma’s growth was observed on an office visit during the 14-day window from the beginning of the policy that is not covered by identifying it as a “preexisting condition”. I did not know the customer service representation entered this information, which then resulted in the denial of this claim. As a result, during my first appeal, I was sure to obtain a written letter from my vet that specifically identified that the growth was observed outside of the 14-day “preexisting condition” window. However, that appeal was denied AGAIN because the claim representative still said the growth was observed during the 14-day preexisting condition window, which is false. However, as I have mentioned, Velma had undergone numerous examinations, during which no growths were identified. As a new pet owner, I regularly examined Velma and did not notice any growth until my vet observed it during a routine vaccine appointment, which was outside of the 14-day window. As a result, I filed a secondary appeal as an attempt to provide all of the complete information required to process the claim. The growth did NOT exist during that 14-day window. It had developed AFTER that 14-day window. As previously stated, PetsBest had not been clear on the information required to process the claim. After calling PetsBest customer service representatives over ten times, this claim was denied due to PetsBest’s inability to articulate all of the required information necessary. Had I known this level of detail was going to be warranted, I would have submitted a detailed letter, such as this, for the initial claims submission along with my vet’s documentation. However, this was not made clear to me and my claim was denied as a result. It is with a caring and honest demeanor that I simply want to provide the best care for Velma, which I believed was being accomplished through obtaining pet insurance. As my first claim with my first pet, this process was unnecessarily convoluted and contrived to prevent successful claim submissions. Had the expectations been made clear of the level of detail, this information would have been submitted previously. I am happy to say, however, that the secondary appeal process ruled in our favor and provided us reimbursement for the procedure. However, the surgery occurred in October 2018 and I was just notified of the approval in mid January 2019. This has been an extremely stressful process, which has me seriously questioning continuing my policy with PetsBest in exchange for another insurance provider. A note of caution to future people: when you file your first claim, try to obtain every single piece of evidence, and seriously question the customer service representatives about what all of the needed information is to process the claim. They simply rejected our claim saying not enough information, which I believe is ridiculous. I do not recommend PetsBest, or do so with extreme caution.
Insurer: Pets Best
By: Ja'Quan
Embrace did what they said they would do
Submitting our claim form was easy. I followed my claim on the Embrace claim site. This was my first submittal so I was not sure what to expect. Since it was our first claim, Dusty's whole health history had to be reviewed. Even so, payment of our claim was made efficiently within 30 days. We are pleased that the whole process was efficient and not complicated.
Insurer: Embrace
By: Nadine
O'Reilly Saved Me and Healthy Paws Saved Him
As an Iraqi vet my cat O'Reilly is my battle buddy in transitioning to civilian life. He has saved me and Healthy Paws allowed me to save him. After conducting research into pet insurance carriers I found Healthy Paws to be superlative. They have certainly demonstrated to be. Claims were filed over the phone app and were approved within 2 days of submission. Healthy Paws has delivered time in and time again not only through O'Reilly's urinary issues but when I became concerned he may have ingested a foreign body. O'Reilly initially got blocked for which a urinary catheter was placed but shortly thereafter had urinary issues again. After taking him to the vet three times after which he was released without being blocked, his issues persisted. The last time I saw him near dead, with his head in the water bowl unable to even to drink. His bladder was rock hard. I rushed him to Animal Medical Center here in New York where he was kept for four days. A cystotomy was performed for which the bill was over 8k!! Any further delay and he would have passed. I could not have been able to sustain this expense. Healthy Paws took all my worry of payment from me so I could be there for my guy. They were there every step of the way, from my first call that I would have to take him in, to them kindly checking in after the claim was processed. Both O'Reilly and myself thank you all for providing us such good care. O'Reilly and myself are so appreciative of your help in keeping my battle buddy alive. I cannot thank you enough! My guy O'Reilly now is back to chasing Bentley my other younger cat who is also covered by Healthy Paws. He is soo happy to be alive and so am I. Thank you again Healthy Paws!
Insurer: Healthy Paws
By: Thomas
I am very happy with your company.
Thank you for always making my vet appointments less stressful by knowing you are going to help me out with part of the payment. I appreciate your easy to use website as well.
Insurer: Nationwide
By: Tina
Very very helpful staff
Very very helpful staff when I called!
Insurer: Trupanion
By: David
They are the best.
They are the best. Fast, efficient and fair!!
Insurer: Trupanion
By: Celeste
So happy to work with Pets Best
Great turnaround on my claims. So happy to work with Pets Best. I can get the right vet care for my boxer boy to get him back on his paws and Pets Best has my back
Insurer: Pets Best
By: Michael