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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Buyer Beware (don’t need believe their 90% accident or illness BS
Please disregard a previous review I left (posted my review before my claim was even submitted, which I no know to be a mistake) We have had Junior, our Lab/Pitbull mix covered with Trupanion for over 4 years. Never had an issue , always paid our premiums on time, always got regular checkups and vaccinations etc. A couple of months before we signed up with Trupanion (in 2014), Junior had a small pink like growth about the size of a thumbnail appear on his right shoulder. It was small and hairless, but like good responsible adults / pet lovers we took him to ththe vet to get t checked out. The lump appeared minor so we decided to just monitor it and see how it goes. The lump got smaller over the next month and eventually it disappeared completely. Great. No need for any surgery etc. Fast forward over 4 years later and junior stared to get another growth on the other shoulder. It grew quickly, was hairless and looked different. It was similar to taking a golf ball, cutting it in half and sticking it to his side. We took him to the vet 2-3 times in October 2017 and each time the vet tool samples and sent them off for analysis, and the results always came back inconclusive. We didn’t want to take any chances so we decided to get the lump removed. $1200.00 later we had it removed and then went through the painfull process of submitting new an application for reimbursement. The process took about 45 days. After not hearing ANYTHING for a few weeks Indecided to reach out. The response was one saying they were needing more information from my vet...yet decided to not tell me about it...so the claim would have been left open with no working on it if Inhad not if reached out. Eventually I received an email denying my claim because they said if your pet has a previous condition 18 MONTHS before sign up then the surgery would not be covered. They also said both lumps appeared to be the same but they were very different. The small lump that disappeared back in 2014 was small, didn’t increase in size and went away on its one. The one in October 2017 was large, grew larger over time and would discharge a clear fluid when squeezed. So basically you have to have a perfect pet with absolutely perfect vet history 18 months before you sign up to get any benefit out of their services. They don’t tell you that up front though. To make a long story short we are very u happy wih trupaions “policies” and will be cancelling our services and taking our services elswhere.
Insurer: Trupanion
By: K.Pomeroy
Thank You
Just a minute to say thank you for checking in on Nikki via telephone and email after she was bitten by another dog. Nikki is doing much better and back to her normal self. I really appreciate the follow up that Nationwide provided on the original inquiry.
Insurer: Nationwide
By: Betsy
WOW
I have kept this company's insurance on my dogs for over 15 years. That alone should tell folks something about how well they treat their clients.
Insurer: Nationwide
By: Leslie
Best pet insurance overall
Nationwide has the best overall pet insurance for the money. Easy claim submission and usually receive the reimbursement within a couple of weeks. They even emailed to see how my pup was doing after one of his visits. Just renewed for a second year.
Insurer: Nationwide
By: Christina
Healthy Paws helped save our Luigi’s life!
Our boy was diagnosed with severe meningitis, encephalitis and osteomyelitis (extreme infections in his spinal column, brain, muscle and bone) after a foreign body, most likely a foxtail, apparently migrated into his spinal column. His diagnosis and treatment have required a series of very expensive MRIs, and aggressive, ongoing treatment at Animal Internal Medicine & Specialty Services, one of the top veterinary specialty clinics in California. Without the coverage from Healthy Paws, this treatment would have been entirely out of reach for us. After two weeks in Intensive care receiving IV antibiotic therapy, an additional 3 months of antibiotics at home and 2 follow-up MRIs, Luigi is nearly infection-free, and back to his happy ball-chasing self. His Vet expects a 100% recovery, a result that we absolutely could not have hoped for without coverage from Healthy Pets Insurance. The claims process with Healthy Pets is simple, professional and compassionate. We were reimbursed quickly and for some of the larger claims, Healthy Pets was able to directly pay our Vet their portion directly, so that our out of pocket costs were only the 10% that we owed. We really felt like the staff at Healthy Paws genuinely cared about our pet’s life and health, and were compassionate about our experience dealing with the illness of our beloved family member. I now recommend Healthy Pets to everyone with a pet that I know.
Insurer: Healthy Paws
By: Barbara
Poor service
I submitted a claim a month ago. I get told there is a "backlog", and have to wait 4-6 weeks, tho they tell you in ad 4-5 days. I can understand maybe 10 days, but not this long. I pay my premiums faithfully, but ASPCAis very unprofessional on their end. And by the way, I found out ASPCA does not provide the insurance. Another company pays them to use their name. My roommate and I have now stopped sending donations to ASPCA, not knowing now, if they even have been getting it, or what. They use to have my utmost respect, now they are at the bottom with others $ scavengers.
Insurer: ASPCA
By: Christine
Excellent service; quick response time.
Claim was handled in a quick and efficient manner. Representatives have always been courteous and helpful when I’ve had to call Embrace.
Insurer: Embrace
By: Leslie
always great customer service.....
your company as always has great customer service and explains claims etc very well - Thank You
Insurer: Nationwide
By: Barbara
Phenomenal customer service, excellent return on investment
I love nationswides services! My German shepherd always seems to be getting sick or having some sort of injury. Nationwide has helped alleviate a lot of the financial stress that comes along with owning a pet!
Insurer: Nationwide
By: Tricia
So Simple
If it were any easier to file a claim it would file itself. Thank you for being so helpful!
Insurer: Nationwide
By: Lori