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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Embrace pet insurance was worth it
Embrace Pet Insurance is fairly new to me - I switched from another insurance a few years ago because my previous insurance had some payment and "previous condition" rules that I didn't like, even though we had had them for quite a few years. I just had to put my cat, Bear, to sleep after having him for sixteen years, since he was three months old. We knew he had some mild kidney disease and had been doing some things through his vet in an attempt to help him. Up to a few weeks ago, Embrace hadn't paid anything out to us because we never quite hit the deductible. A few weeks ago, Bear took a sudden turn for the worse and we had to take him to an emergency vet hospital. Because we had the pet insurance, we were able to give the vet hospital a chance to help him and send him back home. Unfortunately, he didn't make it home. I cannot say enough about the care and empathy that I have felt from Embrace since Bear's death. From the person on the phone when I called to say that he had passed away and who had to put up with me crying over the phone as I tried to talk - to the email I received from Embrace with a link to a candle they had had lit in memory of him, which entailed more crying, of course - to the fact that I received an email telling me what the insurance would cover in less than ten days. They paid out $3200. Without knowing that we had this pet insurance, we would have not been able to give the vet hospital a chance to save Bear. Even though their efforts didn't work, I have a peace that we were able to try. I would recommend Embrace pet insurance wholeheartedly.
Insurer: Embrace
By: Genie
GENERALLY WITHOUT A HITCH FOR 4 CATS AND 1DOG
I HAVE BEEN A PETSBEST CUSTOMER FOR MANY YEARS AND RECOMMENDED THIS COMPANY TO OTHER PET OWNERS. I GET A MULTI-PET DISCOUNT FOR MY FOUR CATS AND ONE DOG AND THE COMPANY PERMITS SEMI-ANNUAL PAYMENTS FOR EACH POLICY. ONCE YOU'RE FAMILIAR WITH THE CLAIMS PROCESS, AND SUBMIT AN UPDATED COPY OF VET'S NOTES, THE MONEY IS GENERALLY IN MY BANK ACCOUNT IN A WEEK. THERE ARE NO SURPRISES OR ARBITRARY DENIALS. YOU GENERALLY GET A LIVE PPERSON WHEN YOU CALL AND CUSTOMER SERVICE IS POLITE AND COOPERATIVE. I CAN'T STRESS ENOUGH THAT PETOWNERS SHOULD ENROLL IN PET INSURANCE WHILE THEIR PETS ARE HEALTHY, BECAUSE ONCE A CHRONIC ILLNESS OCCURS, THAT IS A PRE-EXISTING CONDITION AND IS DISALLOWED. ONCE A PET IS INSURED, ANY CONDITION THAT OCCURS IS COVERED FOR THE LIFE OF THE PET. THE ONLY REASON I DID NOT GIVE MAXIMUM STARS IS THAT, LIKE MOST PET INSURANCE COMPANIES, PETSBEST DOES NOT COVER ANY DENTAL ISSUES AND WE ALL KNOW THAT NEGLECTED DENTAL CARE CAN CREATE LIFE-THREATENING PROBLEMS FOR OUR PETS (AND, OF COURSE, FOR HUMANS)>
Insurer: Pets Best
By: Judith
Exceptional Customer Service
ASPCA is like an 'extended family'. They care about my dog's welfare and have been very responsive in processing claims and providing information on what is covered. They are affordable. They are generally fast and very honest.
Insurer: ASPCA
By: Zoey
Healthy Paws cumstomer service is wonderful and they covered our dog Jacks' emergency surgery that saved his life.
I highly recommend Healthy Paws Pet Insurance and cannot express enough how important it is for your pet. We would not have been able to afford the life saving surgery our dog needed without Healthy Pet insurance coverage. Our dog Jacks kidney was infected with the tumor and required his kidney and the tumor to be removed right away. The outcome would have been very grim and only given us days with our boy if the surgery did not take place. Once we found out the surgery could be as much as $10,000 we were very upset and not sure we could come up with so much money in such a short amount of time. I called Healthy Paws from the parking lot of the hospital and found out the best news ever! Healthy Paws was able to cover 80% of all expenses so we were able to give Jack the surgery he needed immediately. It is truly amazing to me that Healthy Paws coverage included being able to put the very large $6000.00 deposit down so the surgery could happen so quickly. I just can’t express how much we appreciate the Healthy Paws Team and for all their expedient help and caring that continues to amaze our family. Because of Healthy Paws our dog was able to get the life saving surgery he needed and we will have many more years with our wonderful Chocolate Lab Jack and I will always have Healthy Paws Insurance for all of our dogs in the future. Tammy Daniels A Healthy Paws member for life!
Insurer: Healthy Paws
By: Tammy
Poor coverage
I have had my pet insurance for 5 years and had not had to file a claim. My dog now has cancer and I received a quote for treatment from the vet for $6700.00 +. I contacted Nationwide and was told they would only pay $275.00. This company is a joke.
Insurer: Nationwide
By: Robert
Corrected mistake quickly with no hassle
Prompt service, responsive.
Insurer: Embrace
By: Jim
Stay away from Petsecure - don’t make the same mistake I did
I would strongly advise anyone looking for pet insurance to look elsewhere. My 3 months with Petsecure has been absolutely horrific. I got pet insurance for my puppy 3 weeks after I got her - I got their absolute best insurance pack, as I wanted to make sure she would be well looked after in case of emergency. The day after I got the pet insurance she vomited because of eating a set of my husbands headphone ear buds. I called (on the telephone - it wasn’t even a visit) the vet to ask his advice, and was just told to monitor her, which I did with no issue. 1 month after this she started vomiting frequently, at which point the vet said that he wanted to xrays ($620). These were covered under the insurance. Fast forward another month and the problem has persisted - now the vet wants to do an endoscopy and surgery ($10,000). At this point Petsecure come back and say that they are not covering her for ANY gastrointestinal problems EVER anymore because apparently her vomiting the day after I got the policy makes it a pre-existing condition (funny how that wasn’t the case when I was looking to get the xrays done, but still had a $400 deductible). I have found Petsecure pet insurance to be a total scam, and I would strongly recommend avoiding them. Don’t make my mistake - do your research and find a better insurer or put money away to cover your pet’s costs.
Insurer: Petsecure
By: Philippa
Everything about your program is really fine except the extremely large renewal charge made this year.
The service is fine. Your people are helpful. The method for submitting claims is very easy to use. BUT your 2nd year increase is really a bit over the top. If that kind of a change happens again yo can be assured I will not renew with you the next year.
Insurer: Nationwide
By: Sandra
Absolutely wonderful!
I've filed two claims now for major surgeries for my dog, and could not be happier with ASPCA. Not only are they ALL friendly and nice, they are so helpful and patient and supportive. I've gotten follow up phone calls checking in on my pets well being, as well as notes in the mail wishing us well. They truly understand that you and your pet are family, and that you are going through a tough time if you are calling them to use their services. I highly recommend them as a pet insurance company and absolutely love my policy with them.
Insurer: ASPCA
By: Lisa
Fileing a claim
The service rep I spoke to very helpful and friendly and she tried to do th3 best she could to help, but the problem was with the online form that would not allow me to submit. I’ll try again later or just use mail.
Insurer: Nationwide
By: Don