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.
77,088 total
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I'm very pleased
I signed up for the illness plan and the wellness plan. After reading the reviews and talking to the staff I felt assured of signing up. I submitted my first two claims, and was as easy as they explained. I was given updates throughout the process and my claims were processed. I'm very pleased with Pet Best Insurance.
Insurer: Pets Best
By: Emily
Helpful and friendly
The person I talked to was helpful and friendly.
Insurer: Pets Best
By: David
Amy was amazing
Amy was amazing . Clearly she well informed regarding your policies. I appreciated her patient interactions with me. I interrupted her multiple times to ask questions as they occurred to me and she remained positive and professional.
Insurer: AKC
By: Kathleen
Excellent!
Excellent! Knowlegeable smart, friendly and kind.
Insurer: AKC
By: Barbara
Your rep was great
The man who talked to me had a great voice and was great ---i could understand every word he said ----thank u very much
Insurer: AKC
By: Judy
Amy is an excellent specialist
Amy is an excellent specialist. She was very helpful, answered all of my questions and discovered why I had separate policies.
Insurer: AKC
By: Susan
Didn't process claim for 7 weeks until I called 5 times and threatened to terminate all 5 pet policies.
Placed a claim for 1 of my 5 covered dogs on 2/11/19. Received an email that vet records were needed. Called to let them know that VCA was an ER vet, and couldn't provide records. Weeks later, received a call that they still needed records, and the claim would be closed if the vet didn't provide them. Called again and told them that they would have to call my regular vet, not ER vet. After yet another week of silence, followed up again, and heard that they didn't have a chance to follow up. I called my vet and had them send the records myself. I didn't hear anything for 2 more weeks, and called again asking for the claim to be escalated and processed. Was told again that they were "behind". I asked for claim to be escalated immediately and processed, and was told I'd hear on the following Monday since the claim hadn't been processed, escalated, and no supervisor was available. On Tuesday I called demanding to speak to a supervisor, and threatened to cancel all 5 of my pet's policies. By this time, I have paid $500 deductibles on 3 of my 5 pets in addition to paying all of my premiums on time, but could NOT get them to process a claim. I finally received notice that my claim had been processed and my check should arrive in 5-7 days. Today is day 8, and no check. Since I've already met 3 of my dog's deductibles, and feel like it would be ridiculous to leave now, as I would have to meet the deductible at another company yet this year. Will cancel all policies at the end of the year and go to Trupanion, who I've heard great reviews about. (Oh-and I sure did get notice quickly on the other dog's claims when the deductible hadn't been met yet, so there would be no payment rendered!) SUPER QUICK TO SAY NO, BUT UNACCEPTABLY SLOW WHEN A REIMBURSEMENT IS DUE. Promise of payment in 5-7 days is a lie.
Insurer: Pets Best
By: Janalee
So impressed.
The Vet Helpline is wonderful-conscientious, knowledgeable and thorough. The claims are easy to file and payment was quick.
Insurer: Nationwide
By: Tracy
Love emailing claims; hate faxing re-submittals to EOBs
I am so happy that claims can be submitted easily via attaching a PDF to an email! Whether it does or not, I like to think that it speeds up the process. I reached an unfortunate point where I failed to submit a diagnosis for one item on an invoice and am needing to either fax or mail in my response. I do not have access to a copy machine that is hooked up to fax because it's somewhat of a lost art.. and snail mail just adds days to my submittal. I do wish I could just email it in the same way I file my claims, but going by the instruction from my EOB, these are the only options.
Insurer: Nationwide
By: Amanda