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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The 14-day waiting period is nonsense
Unfortunately, our first-time experience with PetSecure was very disappointing. We encountered a lot of lack of transparency. Our dog was 10.5 and very healthy. When we noticed early signs of arthritis, we decided to get her insurance and went to the vet to get her blood work and X-ray done. In the meantime, I applied for Secure 3. It took about 48 hours to hear back from them. Our vet had already forwarded our dog's most up-to-date medical records. So when we spoke to a rep, she said that we were all set and good to go. I passed on my credit card details and the next day we received the 'binder of coverage' where the 'underwriting information required' part had caused some confusion. Our dog's only pre-existing condition would've been her arthritis and glaucoma. Her full examination took place within two weeks of the insurance application, but the binder stated, '...we have not yet received or not yet reviewed your pet's medical history...' That was not what the lady said on the phone. It might've helped if she'd clarified everything step by step on the day of the setup. I emailed records(at)petlineinsurance and asked what else was needed, but never heard back from them. Our dog had been healthy throughout her life! There were no records of any severe conditions. We don't know what our vet had passed on to PetSecure, except for our dog's clean blood work and X-ray. Unfortunately, right after the X-ray (she didn't take the sedation too well), she had days of bad vertigo. The vet said it would pass. Unexpectedly, on the Easter weekend, she suffered from a severe seizure, which led us to take her into the emergency after midnight. She had never had a seizure before. The vet did another blood work, which came out clean again. He concluded that our dog had a brain tumour. This was a shock to us. She was traumatized and in a lot of pain that night, while a week prior she was perfectly fine (chewed sticks and played in the water!). They gave her pain killers and some anti-seizure medication, which only helped her sleep, but the next morning, on Easter Monday, she woke up in more pain. We decided to put her down. It had all happened so suddenly. We'd asked both the vet and emergency clinic to pass the details on to Pet Secure. On the next business day, I called in to let them know about our dog's passing. The lady I spoke to pulled up the profile but hadn't seen the emergency clinic's notes right away. However, I was told on the phone that euthanasia and cremation would be covered. Due to our financial strain, I felt relieved when I heard that. As far as we were concerned, we thought our dog was insured. But at the end of the day, the same rep called to tell us that she'd spoken to her superior who said that they weren't able to cover any of the expenses (emergency clinic + euthanasia/cremation) because of the '14-day waiting period'. We were stunned. A few days later we received a letter from PetSecure confirming our cancellation and also indicated that they weren't able to cover any of the costs, because our dog was not 'enrolled' (!?!). The biggest problem overall was hearing one thing on the phone and reading the COMPLETE opposite on paper. The whole process of applying for pet insurance with PetSecure didn't go as smooth as we'd hoped. The lack of transparency made it very unclear about what was covered and what wasn't. The binder of coverage basically stated that nothing was covered.
Insurer: Petsecure
By: Paula
Great insurance company! Glad one of the reps recommended you guys!
Easy and convenient, so glad we chose you for pet insurance for our fur baby! Def better then the previous insurance we had for our last girl that has passed.
Insurer: Nationwide
By: Jennifer
Nationwide Pet Insurance is among the best financial decisions I've ever made
I no longer worry about how I'll pay for vet visits, nor do I have to put visits off. I don't have to make choices about which vaccines my dog will get and which I can't do. I don't have to attempt to nurse my dog at home. I can allow the professionals to do what they have the education and experience to do and I can afford to pay for their expertise. My dog is healthier and happier for it and I'm not a nervous wreck worrying if I've made the wrong decision for him. I've had Nationwide for 4 years and I've never once regretted the decision. Customer service is great and claims are super-easy. Reimbursement is fast. 5 stars. I recommend it to all my pet-owning friends and family.
Insurer: Nationwide
By: Christina
You guys are awesome!
Always easy to deal with and very good coverage!
Insurer: Nationwide
By: Andre
Insurance Made Simple
Nationwide Pet Insurance has been straight forward and easy to deal with. Explanations make sense, claims take 2-4 weeks to process and all done via email. I love it!
Insurer: Nationwide
By: Steven
First rate service—fair refunds and timely response.
An outstanding company to deal with.
Insurer: Nationwide
By: Carole
Absolutely the best pet insurance company.
Our 8 yr old standard poodle had to be operated on and she is fine. I filed a claim on line, downloaded my invoices and Trupanion took it from there. I received within 4 days an email explaining they were paying for everything except of course our deductible. I had to call them to ask about follow up care for my dog and they could not have been nicer. My other dog had surgery a few years ago and the results were the same. Outstanding staff and company. I wholeheartedly recommend this company.
Insurer: Trupanion
By: Janet
Healthy Paws has been a lifesaver for me and my dog
I have had Healthy Paws insurance for my dog for almost five years, and it was one of the best decisions I made. I never needed it...until I did, of course. In the past 14 months, my dog has had TPLO surgery on both knees. One knee went perfectly, the other knee had every rare post-op complication known to dogkind, which resulted in two more surgeries, plus physical therapy and many, many x-rays and tests. Healthy Paws has covered everything--even the physical therapy! It's super easy to submit a claim, and I get a reimbursement check in the mail within a week. They have never questioned or denied a claim, and everyone I've talked with or emailed with there has been incredibly friendly and helpful. I can't recommend them enough--I honestly wish my own human insurance was this good (and this easy)!
Insurer: Healthy Paws
By: allison
FAST AND EASY
Tod got really sick very suddenly, and I spent thousands within a matter of days. Within a short time, Nationwide had reimbursed me the full 90% they promised. So grateful I had the plan in place!
Insurer: Nationwide
By: Jill