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.
76,258 total
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Great help!
He stayed on the line with me to ensure I was logged in and while I got a new quote online
Insurer: Sonnet
By: Jocelyn
My Ellee was scheduled for surgery and…
My Ellee was scheduled for surgery and the claim was approved in no time. Because of the insurance her surgery was affordable and her life is saved! I am so grateful for TRUPANION Insurace! THANK YOU guys🥳🌈🌺💕
Insurer: Trupanion
By: Iga Leigh
Great to work with
Great to work with, very easy to file a claim and communicate with you along the way. Payment where issued in a timely matter as well.
Insurer: MetLife
By: Brooke Baucom
Customer Service was polite and helpful.
Customer Service was polite and helpful.
Insurer: Nationwide
By: customer
Very helpful and easy to sign up my new…
Very helpful and easy to sign up my new pup.
Insurer: Nationwide
By: Catherine Stevens
Outstanding service and coverage.
I wanted to share my positive review, as encouragement to anyone looking for insurance. My beloved cat Pierre, has unfortunately had a few issues, from eye surgery, pancreatitis and recently another abdominal obstruction surgery to remove a hairball. Without Pets Best, I don’t know how I would have been able to afford the care my cat had needed, and I am so grateful for how easy the process has been, every single time. Before experiencing insurance first hand, I was always worried of claim denials, but every single claim I have had, my coverage has been incredible and I have not had a single issue with any claim. Submitting my claims has also been easy and in the midst of emergency surgeries and the worries that follow, I am grateful to Pets Bets for making the financial stress that much lighter. Again, a huge thank you from me & my baby Pierre. And high, high recommendations. - Zienna
Extremely Pleased With Pets Best Insurance
"I requested payment via direct deposit; however, I forgot that I had changed accounts since last reimbursement. I called Customer Service several times after I realized my error and they kept me informed as to when first account returned funds and when check was cut. I think over the 2-3 week period, I probably talked to 3 or 4 customer reps and all were extremely helpful. If I had correctly updated my information, I would have received the direct deposit probably within 10 days of filing my claim. I have been with Pets Best since 2008 and have always been treated with respect, kindness and helpfulness."
Extremely Frustrating Claims Experience - Do Not Recommend
This insurance requires a tremendous amount of forms and paperwork. The processing team frequently delays claims, claiming they are missing information that was already submitted. Then, they take another month to repeat the process, causing endless delays. Furthermore, most of the agents lack genuine care for the pet's well-being. The initial phone representatives take a long time to answer and frequently transfer you to another agent.The company refuses to cover acupuncture, falsely claiming it is "holistic." For example, my pet receives acupuncture, and the vet administers Vitamin B-12 injections (aquapuncture) immediately afterward. The B-12 is provided by the veterinary teaching hospital as a free bonus for the pet's well-being and is not charged separately. Despite the itemized bill explicitly stating acupuncture only, Pets Best discounts the full amount of $180 per session. They also arbitrarily decided to discount only $90 from $180 of total acupuncture (based on what?), meaning reimbursements vary significantly. Finally, their policy includes a separate paragraph regarding fraud, which makes pet parents feel guilty until proven innocent. The hospital and veterinarians are certified and excellent businesses, but this insurance goes the extra mile to prove that the customer is trying to commit fraud.
Insurer: Pets Best
By: Elizabeth Arias Bohart
Pets Best is mediocre for rehabilitation
Pets Best has been amazing for my family. The price hikes are insane though. Going from $150 to $250 should be criminal. Insane. The process of getting payment for rehab sessions has been a joke. We unfortunately have to slow down rehab as it takes pets best 4 weeks to get a partial payment. I have to send that to review, that takes another 4 weeks. By that point I’ve already added another package of $3k. So I have $6k in rehab packages pending. And another $3k coming up within 2 weeks. There has to be a better way to process this. Hopefully in the future there will be but for my senior dog, it’s financially ruining me even though we have the pet insurance to cover it.
Insurer: Pets Best
By: Consumer