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.
77,075 total
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Very bad experience with this company
Very bad experience with this company. Unresponsive and cold when my pet died . I had to call 4 times for my claim to be processed correctly.
Insurer: ASPCA
By: Louurdes
Shelly was great and patient with all…
Shelly was great and patient with all my questions.
Insurer: Nationwide
By: jennifer choi
Enrollment was easy and the customer…
Enrollment was easy and the customer service was exceptional.
Insurer: ASPCA
By: Theresa C
Faulty record keeping system
I had to send treatment info three times because their system seems to lose records and doesn’t follow-up
Insurer: Healthy Paws
By: Max the Cavalier
A few issues with a large claim
A few issues with a large claim. I called the Healthy Paws call center, the first time to determine coverage for an emergency surgery for my dog. I called from the animal surgery center. Then I called the call center again, a few weeks later on paperwork issues regarding the claims process. I was disappointed in the call center, as I did get "stock" answers for both calls. The one call center associate, on the second call regarding paperwork issues, appeared to keep reading from a script repeating to me the same answer a few times. My question had nothing to do with the answer I kept getting. Very ambivalent answers and not very knowledgeable individuals on two of the three calls I made. The third associate seemed to have a bit more knowledge. Suggestion for the future. A claims representative who is knowledgeable about policies and can access them should be on call to help frantic pet owners determine their coverages in an emergency. In defense of Healthy Paws, I did not apparently send in the correct document the first time for reimbursement, so that delay is on me. However, I had to log in to my Healthy Paws account to find the notification. When I did send in the new additional document the review time was shorter. It would have been nice to have been sent a personal email to my email address on file that there was a notice to me on my account. And this item needed attention. I happened to check on the claim a week later to find the request. However, ultimately my dog surgery was covered per the policy guidelines, and I am thankful that it was covered and I had the policy that I had in place. It was very helpful. No complaint as to the coverages and the reimbursement disbursed.
Insurer: Healthy Paws
By: Lisa Cherry
Be sure to use the same language when submitting a claim
Vet tech submitted the claim with the wrong description, even though the description is part of the diagnosis. Claim was not approved until the following day. Why? What if I wasn't able to pay the full amount at the time? This has happened prior, when the description wasn't correct, I called Trupanion and the claim was reversed and then approved immediately while on the phone. Not sure why this was not handled the same way. Other than that we have been delighted with Trupanion!
Insurer: Trupanion
By: Lori
Very happy I chose MetLife for my fur baby!
This is the first pet insurance company I’ve used for my 3rd beagle Violet. The claim application is simple to use….the turnover and processing of claims speedy and payments received quickly. Customer service has always been very helpful the few times I have called. I definitely recommend MetLife coverage for your pets.
Insurer: MetLife
By: Marie Spotter
Amanda wasn't cookie cutter
Amanda wasn't cookie cutter, which was great!.she was kind, caring, personable, knowledgeable. She listened well and responded according. I didn't feel like she was trying to sell me something. She truly cared about me & my fur babies. Amanda was exceptional!
Insurer: Fetch
By: Alexandra M
Patience and friendly voice for…
Patience and friendly voice for clarifying my understanding
Insurer: Nationwide
By: customer