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.
77,075 total
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Generally doing a good job.
We have been generally pleased since the co. took over for the past owners , and within a reasonable time we receive reimbursement for claims filed, as long as we put in the work to specifically identify the potential medical problem. We have had problems securing claim forms from the customer service people and the co. does not send out clean forms with the checks as the previous co. did, so the customer has a form easily read as we fill them out as opposed to copies we have to make. I suggest going back to the old method done by previous owners of including new , clean claim forms with the reimbursements checks.
Insurer: Nationwide
By: Edward
Excellent Support & Fast Claim Pay
Pet parent of 11 yr old mixed large breed dog. Thought of spending almost $100/month was something I wrestled with. However ultimately after several online chat sessions and emails where each representative was very patient and thorough in answering my many questions, I was more at ease. Claim process by Embrace has far exceeded my expectations, especially with payout. Have had policy for less than 3 months and I've had 3 claims submitted (diagnostic blood work, comprehensive blood work, and medication...optional cost but worth it). Each claim was paid out via direct deposit (love that they offer this option) within 72 hours of getting email confirmation of receipt of claim. Recommend buying as much policy as you can afford upfront as fine print says if you increase coverage wait period applies. New wait period does not apply to reducing coverage. Also check with your bank or other insurance company for your home/auto as they may offer a discount for your pet policy. Sad to have had to use policy so soon but so thankful I have it so my girl can get the care she needs and I have the peace of mind knowing I can now afford it. Waiting on vet to submit claim for recent surgery to remove a sock she ate ($2700), and have every confidence it will be handled as efficiently as the prior claims.
Insurer: Embrace
By: S.W.
Highly Recommend
Highly recommend healthy paws. I’ve been a client for eight years and claims are always processed very quickly and Very easily through the mobile app I even received an email for them today asking me how my dog is doing based on some recent claim activity that I had submitted
Insurer: Healthy Paws
By: Andrea
I no longer doubt the benefit of having pet insurance.
Never knew what benefit it was to have pet insurance until getting our two policies two dogs). It really helped when one dog had to have knee cap surgery and ACL repair. Even when she temporarily had to eat Rx food, you were there. We have changed the protein type in her food, so a prescription diet is no longer an issue - good news! Thanks for the newsletters and helpline, should I need it. And thanks for the policy benefits.
Insurer: Nationwide
By: Jane
Never have a problem with the customer service.
Every time I have called I have always gotten someone who is understanding and helpful. My claims are always processed in a timely manner. I like how there isn't a time limit on me sending in the claim. Now that there is an app to use to send in claims it is even better.
Insurer: Nationwide
By: Corinne
ASPCA pet insurance is absolutely the best available!
I researched all of the companies that offered insurance in my state. I chose ASPCA because I felt that it was best suited for me. It was a great choice. I lost my cat Charlie to cancer. We tried everything to save him and ASPCA was right there. They cared. After Charlie lost his battle, a representative actually called to check on me and offer condolence. They also sent me a card. My other cats have had issues and ASPCA always covers their share of the cost. If I didn't have insurance . . . my husband would insist that the cats be euthanized. The reason that I initially purchased insurance for all of my cats was because we spent $8,000.00 trying to save my husband's beloved cat "Norm." After that, he said anything over $100 and the cat has to be put to sleep. Thank God for ASPCA. I am constantly telling pet owners to call ASPCA and buy pet insurance.
Insurer: ASPCA
By: Victoria
ASPCA pet insurance is absolutely the best available!
I researched all of the companies that offered insurance in my state. I chose ASPCA because I felt that it was best suited for me. It was a great choice. I lost my cat Charlie to cancer. We tried everything to save him and ASPCA was right there. They cared. After Charlie lost his battle, a representative actually called to check on me and offer condolence. They also sent me a card. My other cats have had issues and ASPCA always covers their share of the cost. If I didn't have insurance . . . my husband would insist that the cats be euthanized. The reason that I initially purchased insurance for all of my cats was because we spent $8,000.00 trying to save my husband's beloved cat "Norm." After that, he said anything over $100 and the cat has to be put to sleep. Thank God for ASPCA. I am constantly telling pet owners to call ASPCA and buy pet insurance.
Insurer: ASPCA
By: Victoria
ASPCA pet insurance is absolutely the best available!
I researched all of the companies that offered insurance in my state. I chose ASPCA because I felt that it was best suited for me. It was a great choice. I lost my cat Charlie to cancer. We tried everything to save him and ASPCA was right there. They cared. After Charlie lost his battle, a representative actually called to check on me and offer condolence. They also sent me a card. My other cats have had issues and ASPCA always covers their share of the cost. If I didn't have insurance . . . my husband would insist that the cats be euthanized. The reason that I initially purchased insurance for all of my cats was because we spent $8,000.00 trying to save my husband's beloved cat "Norm." After that, he said anything over $100 and the cat has to be put to sleep. Thank God for ASPCA. I am constantly telling pet owners to call ASPCA and buy pet insurance.
Insurer: ASPCA
By: Victoria
Thankful to have Embrace Pet insurance
We joined Embrace Pet Insurance in 2016 and our dog was 7 years old. It was my husband's idea to look into pet insurance after hearing stories about medical expenses from other pet parents at his office. I'll admit I did not think it was important but I went along with the idea and did some online research. We decided to get Illness and Accident coverage. Here we are 2 years later and I am very thankful that we have insurance for our dog. In past year, our dog has had surgery to repair his cranial cruciate ligament and, most recently, had a pericardial effusion. Having Embrace Pet Insurance has allowed us to meet our dog's medical needs without worrying if we can handle all the expenses. The customer service reps have been very helpful. Filing the claim forms have been easy, too.
Insurer: Embrace
By: Rebecca
Friendly staff, good response time, benefit schedule is confusing
Staff is always friendly and helpful and response time is good. Only complaint is the benefit schedule is difficult to keep up with and certain items that aren't covered are confusing. We have had pet insurance for several years now and we made one claim in our first year. Back then it seemed like you basically took off the deductible and anything that wasn't regular vet care like shots was completely covered. We just recently made another claim and lots of little itemized things weren't covered because of the new benefits schedule. We understand costs go up but we have always paid increasing monthly amounts because we like the protection and understand our dogs are getting older, but if the benefits schedule keeps changing in this way we will have to consider other insurance options. We basically have the coverage in case something major comes up so we don't have to worry about making a difficult financial decision and can give our pets whatever the recommended care is, but if we don't have confidence in those things being covered it may not be worth the monthly expense.
Insurer: Nationwide
By: Sean