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.
75,034 total
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Not reimbursed correct amount
The turn around time to process the claim was quick however the amount reimbursed to me was not correct. I contacted Spot to ask about the discrepancy and still have not heard back. Though it wasn't a large amount, if this is the general practice than I may think about covering our pets elsewhere.
Insurer: Spot
By: Katrina K
The worst user experience possible
Whomever designed the customer-facing website and app for Trupanion must have been the CEO's slow adult nephew because I've never really seen such piss-poor technology in a modern day competitive company. I mean it is just a bug-ridden, disorganized, nonsensical, ridiculous mess. Everything from submitting a claim where you have to retype basic information that's clearly printed on the invoice over and over again, to changing your payment information which is deeply confusing on how it's laid out next to how claims are paid, to the fact that nine out of ten times when I log in it tells me my password doesn't work, to an app that can't understand credit card information when you put it in. The list goes on and on. It's really such a frustrating experience. ***** Update after their response: it’s funny because every year that goes by as they raise my premiums, I reach out to them with my frustration about their user experience and every year I give them detailed feedback and every year I’m told oh yeah we’re working on it and every year, nothing changes. So no Trupanion I’m not going to send you yet. Another email detailing my frustrations. You have multiple emails from me. My last name is Griffith, I live in Stamford, CT and you can look it up.
Insurer: Trupanion
By: JasonG
MetLife Pet insurance is easy to use
MetLife Pet insurance is easy to use. The refund process is streamlined, and the review of invoices does not take a long time. I am happy with my experience. They email me updates and have covered everything I have needed for my pets.
Insurer: MetLife
By: Laura J
Good Luck Getting Your Claim Approved
95% of the 20+ claims I've submitted were erroneously rejected by AI. EVERY one of them required 1-3 phone calls to have them finally accepted with the information I had originally given, except one, which required a photo of the prescription in the box to ensure it was for my dog and included his name. One hair-pulling experience required THREE calls to customer service, each one agreeing with me that the rejections were unwarranted. What the plan covers is great. So is their customer support. Getting the claims reimbursed is quite a different story. If this is an example of how well AI works, the world is in BIG trouble!
Insurer: MetLife
By: Elissa Dellosso
Nationwide is the best pet insurance
I have my dog insurance with Nationwide and I have never had any problem with getting my claims processed. My dog had to have surgery when I was on vacation and they were great walking me through that.
Insurer: Nationwide
By: Kristi Smith
Heartbreaking Loss Made Worse by This Insurance Company
I would strongly advise pet parents to think twice before choosing Spot Insurance. When my beloved pet passed away, I expected empathy and support. Instead, I experienced delays, unclear communication, and a frustrating claims process during one of the most painful moments of my life. I had to repeatedly follow up, provide changing documentation, and push for basic answers while grieving. Pet insurance is supposed to provide peace of mind in emergencies and loss. This experience did the exact opposite. The lack of compassion and accountability was deeply disappointing. If you are buying insurance to protect your pet and yourself during difficult times, this is not a company I would trust. Losing a pet is hard enough. Dealing with this insurance made it harder.
Insurer: Spot
By: Nakul More
Pets Best
My friend who runs a rescue told me about Pets Best and referred me to her Farmers Agent - There are so many pet insurance companies on the Internet - I did my due diligence and I did a deep dive on all of them comparring them to Pets Best and in the end decided to give it a try, I have been extremely happy - I have sent in 2 claims so far and they were both paid promptly. I am very happy that I went with Pets Best + adding the Wellness package
Pets best is the best
Pets Best insures all three of my Boston Terriers, and has for five years. I am consistently impressed by the coverage offered, the ease of filing claims, and the responsiveness of customer service. I cannot recommend them highly enough.
Satisfied
I appreciate the updates on the process. I had to speak with an agent regarding my submission, the agent was patient and knowledgeable.
Insurer: MetLife
By: customer