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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I like the claim process, but...
I like the claim process. It is straight forward and easy, with a quick return in my bank account. They are helpful over the phone. I took away 1 star, because more often than not, I have issues with the website. It will give me an error before starting a claim and sometimes in the middle of submitting a claim. This happens about 75% of the time. I called the number on the website, and they were unable to fix the problem (pretty much just wanted me to try a different browser), but emailed me a way to still submit the claim. I waited a few days and was able to use the online claim service. I don't know if there are website issues during high traffic times, but it is extremely frustrating.
Insurer: Embrace
By: Kirsten
Helpful
Aileen has been helpful in providing detail explanations regarding pet policy and coverage.
Insurer: Fetch Canada
By: baadshah wazeem
⭐ Review
⭐ Review: Embrace Pet Insurance via USAA – A Cautionary Tale I used to trust Embrace through USAA. They were once top-rated, scoring 4.6 or higher, and I believed they offered real protection for my pets. But that trust unraveled quickly. One day, my pug was in excruciating pain—screaming when I tried to touch him. I rushed him to the vet. Bloodwork didn’t reveal the issue, so we did an x-ray. That’s when we finally found the problem. I submitted the claim to Embrace, expecting support. Instead, they denied it, calling it a “pre-existing condition.” How could it be pre-existing when I didn’t even know it existed until the x-ray? Their six-month orthopedic waiting period is a trap. It punishes pet owners for seeking answers and forces pets to suffer unless you wait out their arbitrary timeline. I appealed. They denied it again. This isn’t just poor service—it’s a system that gaslights pet owners and dismisses urgent care as a technicality. And now they’re sending marketing emails asking me to come back. No thanks. I’ll never trust them again.
Insurer: Embrace
By: T G
Good Peoples!!
Got most of the answers on the website, I did have some additional questions so I called at around 9pm and they were closed. They called me back the next day and answered a few more questions I had so I could secure the policy. Thx again!
Insurer: Prudent Pet
By: Jeff
Amazing company
Saved our pups life. Kind and caring staff. Very knowledgeable.
Quick resolution for me
Quick resolution for me
Insurer: Pumpkin
By: Richard
1st I called Embrace as I forgot user…
1st I called Embrace as I forgot user name & password. The wait was longer than I cared to wait but the person that handled the call was patient, understanding & helpful. She than helped me make a claim. And she made everything easy to understand.
Insurer: Embrace
By: Sandra Lima Porter
MetLife Pet is great
MetLife Pet is great. They care about my two dogs and its so easy to submit a claim. They are so helpful and always there to help.
Insurer: MetLife
By: Lisa and Ken Finger
They make cancellation as confusing as possible to lock you in
I fortunately haven't needed to submit a claim for my pet so I cannot speak to how they process claims. However, the rates went from $29/ month to $73 for my single cat. I cancelled on August 28th via email, received a response on September 2nd that the cancellation was backdated 8/29 and yet was charged 9/8 the full premium amount. I filed a complaint with the Colorado AG due to how the company handles cancellations as both California (where the policy was started) and Colorado (where the policy was most recently active) require companies that have autorenewal, allows customers who sign up online be able to cancel online which Pet's Best doesn't offer. In violation of both CA and CO law. To rectify this, I ended up calling in, 1st rep was great, I really wish I got her name because she was wonderful. Second rep Erin had an attitude from the get go like she personally was affronted that I wanted to cancel my account, said she couldn't give me a timeline for cancellation. I obviously had questions, because there hadn't been clear communication on the cancellation process but Erin started getting angry and when I asked her why is she so upset when it wasn't her money she started crying which was crazy. I've never dealt with someone customer facing get so emotional, like out the gate started the call with an attitude. I the customer shouldn't have to ask a rep 3 times to check their tone and not to get upset because a customer has questions. Luckily a supervisor was able to join the call with a clear head, immediately processed the refund and the made sure the cancellation was actually completed effective immediately. Will never go with Pets Best again tbh, I don't want to deal with crazy increases and hard to reach/confusing customer service department. Big shout out to the supervisor Sebastian, he knows how to deescalate and communicate clearly with customers. Erin, please take a few days off and reset, it was too early in the morning to already be that worked up about customers. I'm so serious when I say that the day literally just started.
Insurer: Pets Best
By: Brittany
WORST EVER
Absolutely abysmal - a total scam. (Just read the zillion awful reviews on the BBB pages) Had accident coverage for my cat who threw up blood one day. Vet did bloodwork and examined him and determined he’d eaten something weird and was fine (which he was, thankfully). Spot denied my claim (over $600) repeatedly saying he was ill. He’s never been ill a day in his life - which my vet tried repeatedly to dispute (as did I). The bloodwork was clear and there was literally nothing that would lead to that false conclusion. Did they care? Nope. BOTTOM OF THE BARREL
Insurer: Spot
By: Kristen