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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Cancelled Policy due to cost
I have been an Embrace customer for roughly 8 years. I counted myself a very satisfied client up until recently. About 4ish months ago added in my puppy, Milo. I had filed a claim for Milo because said dorky puppy ate a mushroom and got pretty sick. Long story short, emails were exchanged, the point of the emails were unclear until I called in and a very patient individual spoke to me in non-insurance speak and explained the issue. However, in my frustration prior to the call I went shopping for new insurance. After checking with a very large online dog community of dedicated sport dog enthusiasts I opted to investigate a couple of alternate insurance companies. Much to my surprise, I discovered I could get insurance with a higher reimbursement rate, no annual limit, a slightly higher deductible, and added in some routine care (spay, vaccination, etc) for less. Much less. I can cover all 3 dogs, ages 7, 2, and under 1 year, for about $40 less a month. In these rough economic times, customer loyalty is out the window. I'll take the extra $480/year in my pocket.
Insurer: Embrace
By: Sharon Gretch
Very efficient
Very efficient, professional claim response. Attention to details & there is always someone ready to explain what's unclear. I appreciate you guys! THANK YOU.
Insurer: Pumpkin
By: Vesta J. Simonne
The customer service is fantastic
The customer service is fantastic! Always very helpful and such a pleasure on the phone.
Insurer: MetLife
By: Claudia G
Pumpkin is the Best!
Pumpkin has been so wonderful. My poor Sawyer has needed two surgeries in her short life and without Pumpkin they would not have been possible. They were quick to approve her estimates and quick to reimburse after the procedures. I will use Pumpkin for all my animals!
Insurer: Pumpkin
By: Christina
Submitting a claim was fast and easy…
Submitting a claim was fast and easy and the respond time was efficient. Very satisfied overall!
Insurer: Pumpkin
By: Antonio
Had to contact multiple times
When my pup contracted a respiratory infection, Figo dragged their feet and told me conflicting information. I kept getting emails that I did not have the required documentation yet when I would chat online with a representative I was told I did. The amount of documentation required was insane as well. I uploaded approximately eight different medical documents just for one single visit. I had to keep calling my Vet and asking for more documentation. at this point, my claim has not even been processed, and Figo gives a 10 day window to provide supporting documentation before closing the claim. I have one day left. I think they are trying to stall me until the window closes. do not recommend the monthly price they offered was too good to be true.
Pets Best…Best Pet Insurance company
Have insured our dogs with Pets Best for over five years. The entire experience has been exactly as hoped. Starting with choices on policy preferences and pricing. Onto claims submission and payment. In every case Pets Best is five stars. We are so glad to have made the decision to insure with Pets Best.
Insurer: Pets Best
By: Edward Majewski
INTENTIONAL FRAUDULENT REVIEW OF CLAIM
They used the fact that the vet did not see a foreign object in his paw, despite the fact there was a very large wound, it was infected, and they needed to clean it out and prescribe antibiotics, as an excuse to deny the claim. They said since nothing conclusive was found, they could not cover the claim. When I pointed out that the vet said it could have been a foreign object, the claims adjuster had no reponse other than to say the vet did not find anything conclusive. I asked what else could have caused a large wound and needed the care that it did. Again no response. I am filing a claim with the insurance commissioner against them. I would love to be able to file a lawsuit against the adjuster personally for fraud, but I'm not sure it is worth the trouble. I might do so just to prove a point. Horrible company.
Insurer: Embrace
By: BC Mentior
I sent statements in for reimbursement…
I sent statements in for reimbursement and it was easy after talking to support. I am hoping it will always be this way. Thank you
Insurer: Spot
By: Elaine Matlack
THE WORST PET INSURANCE COMPANY. Terrible and slow customer service, dodgy practices, deny legitimate claims.
I am writing this review to warn other pet owners. We purchased a top-tier, unlimited-benefit plan from Pets Best, believing we were doing the responsible thing for our dog. When she needed a necessary $6,500 surgery, our claim was denied. The denial was based on a "pre-existing condition" from a minor, completely resolved skin issue that occurred in another country over two years (29 months) before our policy even started. We appealed, providing clear evidence that the two issues were unrelated. Most importantly, we submitted a formal letter from our board-certified veterinary surgeon who explicitly stated that the conditions were "clinically distinct" and that the new problem was triggered by environmental factors after our policy was in effect. Pets Best ignored the specialist's expert medical opinion and upheld their denial through two separate appeals. If you are looking for an insurance company that will stand by you, look elsewhere. Pets Best has shown that they will use any loophole in their policy to deny a legitimate claim, even when faced with overwhelming medical evidence to the contrary. They do not operate in good faith. We have since canceled our policy and strongly advise other pet owners to avoid this company.
Insurer: Pets Best
By: Renata