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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Best insurance I ever purchased!
Claims are processed promptly and accurately, never have to question anything. I would recommend it to everyone, it has been wonderful.
Insurer: Nationwide
By: Vicki
Coverage for older dogs
The insurance for the new members is good. The coverage for the older dogs who previously had the other company is not as good. I tried to upgrade my older pet's insurance ever if I had to pay more, but because of his previous surgeries, I was unable to do so. Also it takes a month to receive reimbursement. I send my information electronically and it takes a long time.
Insurer: Nationwide
By: michele
Claim processing time is too slow
I have been a customer for over 4 years and the time you take to process claims has doubled.
Insurer: Nationwide
By: Lisa
Great pet insurance, would recommend
I have had pet insurance on my cat, Sammy, since he was about 4 or 5 months old. I'm lucky I have had it, too, because he has had a ton of health issues I never would have expected from a mix breed shelter cat. He got the bad end of the genetic jackpot. He's got an auto-immunce digestive issue, that he needs constant medication for, he's had a tumor removed from his skin (at 1 year old), and he's now had a double femoral head osteotomy due to factures in the heads of both femurs. That last one I never could have afforded if I didn't have insurance to cover 80%. I've never had any issues filing a claim, and they've always been great about living up to their side fo the deal, and processing the claim quickly and efficiently. Only one time was there a hold up, and I was able to call in and get it resolved ASAP, with a nice customer service rep. I've been very pleased.
Insurer: Healthy Paws
By: Eve
Customer service helpful, coverage iffy
Embrace customer service has been helpful, but like with any insurance company they make you jump through hoops to get things covered. They require an orthopedic exam within the first few months of your plan, otherwise your pet is not covered for muscle-related issues (in our case, a rambunctious puppy that was fine within a week but we had checked out JUST in case). When I mentioned this orthopedic exam to my vet they made it sound like that was completely ridiculous - that exam requires a specialty office. I have their full plan - the regular insurance and wellness. Submitting a claim is easy, you have to log in to see any details (sometimes they'll email to let you know when info is available, but you have to log on to the portal), adding documentation to an existing claim is REALLY clunky. They haven't figured this out yet - you can't attach to a specific claim and have no idea if a claim they closed, requiring additional info, is being reopened with new documentation. It just isn't a great process. All in all, we got this coverage for our dog's first year as a puppy, but I'm not convinced pet insurance is truly worth it. Using their wellness program for the year, I'm only saving myself ~$60 (vs paying out of pocket), but if I didnt have this I'd save myself the hassle of submitting claims and arguing with them about whether something should be covered or not. This is why I'm saying 'no, I dont recommend this company'
Insurer: Embrace
By: Jaclyn
Claims need to be follow up many times in most cases
It seem like most of my claims need me to follow up and call someone. I have had your company for many years, it's time consuming to get claims paid. This last claim I was told no invoice yet their was an invoice. Your company is most difficult to work with. The only way my claims get paid is when I go to a supervisor, She always gets it done. The claim in question has not been paid
Insurer: Nationwide
By: Grace
I love Embrace Pet Insurance and would and have recommended Embrace Pet Insurance to other furry four legged parents
We are very happy with Embrace Pet Insurance not only they way that you help with our pet's needs but also the customer service. When I call with a question the representatives are always very helpful and understanding if I do not understand something with our policy. They are courteous and patient, I don't know if we would be able to take care of our dog Holly in the way that she needs if we didn't have Embrace Pet Insurance's help. I know everything is going up in cost, I hope and wish that you will keep in mind us pet owners when you have to raise the rates, because some of us would love to keep Embrace Pet Insurance as part of our family.
Insurer: Embrace
By: Penny
Very Appreciative of Healthy Paws
Healthy Paws has been of great benefit to us and our pup, a now 9 year-old Chocolate Lab Mix. In the past 14 months, our dog has had to undergo TPLO surgeries to deal with ligament tears in both of her back legs, and Healthy Paws helpfully covered 80% of the cost of both the surgeries. They have always been helpful and responsive in covering any unexpected health issue that has arisen with our dog. I would definitely recommend them to anyone.
Insurer: Healthy Paws
By: Ian
They’re the BEST!
Abby had to have TECABO surgery; which is total ear canal ablation bulla osteomony. It’s a major surgery and very costly. Abby has had insurance with Healthy Paws since she was a puppy but I was still nervous about calling them to see how they could help. They were, and still are amazing. They made the payment process easy and seamless, a relief considering the stress of the situation. They contacted me after surgery to see how Abby is doing. I highly recommend Healthy Paws to anyone who loves their pet. They are compassionate, extremely helpful when you need the help the most, and they’re fast!
Insurer: Healthy Paws
By: Debbie