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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Very fast payment and great customer service!
Figo has been great so far. Very fast payment and great customer service.
Insurer: Figo
By: Charlene
Is Trupanion Reliable Coverage? Their Rates Increase Yearly!
I have had Trupanion coverage for about 15 years. When I started out they were fantastic about claim coverage for my pets and their fee's were reasonable. There are pro's as they have evolved, quick reinbursement, easy for my vet to submit directly for payment, uploading invoice via their app etc. However, as our relationship with Trupanion has progressed, my rates have gone up steadily each year, about $5 per per pet per month. The claims are now picked apart, divided into multiple issues so you are paying your deductable for each issue, even if problems are related or diagnosis is still underway by your vet. We took our commatose dog to our vet at 5pm he was unresponsive, they could not care for him overnight, they did not have 24 hour care, he was transfered to overnight care, then in the morning transfered again to specialist for diagnosis. Each veternarian facility we paid our deductible again, as well as the "office visit", even though he had been transfered for the same issue the entire time. Each invoice has a new claim number even if it's all related to the same problem creating issues on payment becasue they do not throughly go through the notes to see if its an exsisting claim. They tell you once you sumbit the invoice if they have further questions they will contact the vet, NOT TRUE. They process as new deduct deductibles and "office" fees, if you have to appeal the case its painstakingly difficult. The follow up is terrible and you will be responsible to contact your vet for the necessary vet notes etc dispite their stating they will. We currently still have a claim in "appeal/review" since September, dispite my intervening and following up with both Trupanion and our treating vet, making sure Trupanion had all the details they needed to resolve. Their follow up is minimal with you. Bottom line, Trupanion does provide good coverage but over the years has nickle and dimed us for all they can, our rates have constantly gone up and their customer service and resolution is minimal at best with a few exceptions! You are better off going to a specialist with multiple capabilities opposed to going to your primary vet. Even if you are referred for further testing each facility you will have to pay their "evaluation" fee regardless your vet has sent you there for continued care. At this point we cannont change insurance for our one beloved dog as he will now have preexisiting issues/conditions for new pet insurance, but are in the process of seeking other coverage for our other pets and will not be back. Its sad Trupanion has raped us with constant coverage manipulation and yearly increases.
Insurer: Trupanion Canada
By: Lisa
Thank you so much for checking on Brady it is so nice to hear that you care.
So impressed with Nationwide. You actually care about our dog and follow up just to see how he's doing. Thank you Nationwide
Insurer: Nationwide
By: Lisa
Good benefits but refund process is crazy
The price of the policy is good, and the benefits and reimbursement are great as well, but the process of submitting a claim is crazy. One claim took 3 months of review before telling me that they would deny it because it was a pre-existing condition...which it wasn't. It was an infection and I submitted all vet records stating it was an infection and had nothing to do with any pre-existingconditikns she had. Another claim took 2 months to process. The process time is crazy...they say it will take up to 30 days but it takes way longer and then you have to fight them to prove that the claim is legit, which is annoying given you have provided them with detailed vet records. So overall, price and benefits are great, the claims review and submission process is a giant headache.
Insurer: Nationwide
By: Paige
Awesome Insurance, A Little Slow on Claim Turnarounds
This is our first year having insurance and so far we have been happy with our choice of getting it. My only complaint, and it's not even that bad, is that sometimes the time it takes to get the claim settled and money back can take a little time. Over all, very happy with Nationwide Pet Insurance and the 90% back after the deductible.
Insurer: Nationwide
By: Melissa
Good coverage, fast claims resolution
I've had Embrace for the past 3 or 4 years and never used it until now. I have a 13 year old dog that is now having medical issues and Embrace customer service has shown professionalism and compassion every time I've contacted them. Also my wait time to speak to someone is usually very short so I'm not wasting too much time on hold. They process the claims quickly and I'm very appreciative. I've had other pet insurance in the past that I wasn't happy with and Embrace has proven to be a company I can depend on for fast resolution
Insurer: Embrace
By: Toby
Pretty good coverage
Overall the insurance coverage is good. I like that it pays for heartguard and nexgard supplies which many others do not. My only negative comment is the turnaround time, roughly three weeks from when they receive the claim to when you are notified about payment. I have used another insurance which their turnaround time was less than 2 weeks in most cases.
Insurer: Nationwide
By: Carolyn
Excellent service! They take care of you & your pet :)
They are great with taking care of claims in a timely fashion and keep you up to date on the status without you having to call them to ask which I think is great! We appreciate your service :)
Insurer: Embrace
By: Selina
Nationwide pet insurance is one of the best things we have done for our pets.
Really appreciate the prompt responses to our questions and claims.
Insurer: Nationwide
By: Linda