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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Best customer service EVER
Absolutely the best customer service in any industry. In addition they make the claim process extremely easy, and they complete everything quickly. Just wish my personal medical insurance was even 1/20th this easy!
Insurer: Trupanion
By: Lorna
Prompt and comprehensive service
Trupanion workers were so prompt, communicative and willing to help! They called my vet, set-up estimates with the vet and kept me in the loop the entire time! They eased my nerves during this challenging time for my cat!
Insurer: Trupanion
By: Emma
Thank god! I chose Pet's Best Insurance for my beloved dog Kai!
I am so glad I chose Pet's Best as my Insurance company for my dog. This was the first time I used your services and processing the claim was effortless!! I am 100% satisfied!!
Insurer: Pets Best
By: Lori
Nationwide Insurance has been the best decision that we could have made for our girl!
We had to have ACL and partial meniscus surgery for our 4 year old Rottie the end of 2017. Nationwide has been great with handling those claims and others for her. We have had no issues whatsoever and they are very prompt in paying on claims once we meet our deductible. We are going on our second year with them. We are very happy with Nationwide so far.
Insurer: Nationwide
By: Casandra
Embrace finally came through
My dog had bone cancer in a leg that had previously had arthritis. Embrace initially denied the claim as pre existing. I needed pre authorization to amputate and they denied it. Meanwhile we went ahead with the surgery to save his life since time was of the essence. After multiple letters from my Vet and phone calls from me they finally authorized. I think they probably deny claims thinking people won’t pursue. I don’t think this is unique to this company as I have experienced it in human insurance as well. But ultimately they came through. Just a reminder to pursue if you feel like an insurance company is in error of your claim.
Insurer: Embrace
By: Patricia
Quick turnaround
Thank you for the quick turnaround on my claim as well as the email to check up on the recovery of my little kitty. She’s doing great. I’m glad that I have the insurance so I’m never worried about taking my cats to the vet knowing that they’re covered.
Insurer: Nationwide
By: Stephanie
Peace of Mind
Having the Nationwide coverage provides peace of mind for pet treatment. We have no hesitation in providing care for our poodle. Turnaround time is very fast—from sending claim form to receiving direct payment to our account. Very pleased with service!
Insurer: Nationwide
By: Judy
Easy submission process
Nationwide has been very easy to work with. Their follow up with any questions or concerns has been appreciated. Quick turn times for reimbursement.
Insurer: Nationwide
By: Mary
Helpful and Compassionate
They are always helpful! I have 4 pups and they all have insurance through ASPCA. My oldest is ill and they still provide care. Great company!
Insurer: ASPCA
By: Laura
Absolute lack of coverage transparency
I am a FIGO customer for nearly a year now. I'm transcribing below an e-mail/complaint I sent a week ago to their customer support, to which they didn't bother replying yet. I'll let you make your own judgement. 'I submitted claim # (XXX) under policy # (XXX) on January 27th 2018 for veterinary cost incurred on January 25th 2018. My claim was closed today (March 8th 2018) and was denied in its full amount. I understand that with any insurance policy there are exclusions. The reason for denying my claim was given as code 18: 'Denied due to specific exclusion in the policy terms and conditions'. I wanted to investigate further what were the specific exclusions in my policy that resulted in the denial of this claim. I therefore chatted with FIGO customer support. I was told that routine/preventive treatments are not covered, which I had read before in the FAQ section of FIGO's website. When I asked for documentation enumerating which treatments FIGO considers to be routine/preventive care, I learned, to my great surprise, that there was no such list. This is deeply unsettling (...) FIGO cannot simply say that routine/preventive care is not covered without specifically describing which treatments are considered routine/preventive. FIGO customers or even prospective customers have the right to know this information. By not sharing this information, FIGO can ultimately deny any claim by stating it pertains to routine/preventive care. The customer has no appealing power because he/she does not know what routine/preventive care really means. By omitting such apparently harmless information, FIGO is able to dictate the rules of any policy or claim as it wishes, leaving the customer completely powerless. This is a shameful strategy to extort premium payments from people without providing them with any transparency about the commercial agreement they sign off with FIGO. I would like to stress that my complaint is not about my claim (...) but about the general conduct of FIGO, revealing bad faith towards its clients.'
Insurer: Figo
By: Jorge