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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Awesome Customer Service
Overall an awesome experience with this company! Claims processed as published in the policy in a timely manner and very friendly and knowledgeable customer service support staff. I definitely recommend if you are shopping for pet insurance.
Insurer: ASPCA
By: Carmine
Great Service for your Pet
Great Service and great to deal with ..They take care of your pet needs and are fast with claims..Highly Recommend
Insurer: Trupanion
By: Joseph
Customer Service is Great!
ASPCA is a great service, and their customer service is always willing to chat with me when I have a question. My favorite thing they have is an APP that makes it SUPER easy to submit my claims! I take a picture of my receipt, and DONE! Great work ASPCA!
Insurer: ASPCA
By: Brandi
Creates the largest headache when trying to submit a claim
I was a previous customer of PC pet insurance, who were a dream to deal with. Submitting a claim was simple and receiving reimbursement for my claim was just as easy. Back in April I received an email from Pets Plus Us saying that they had taken over PC pet insurance and as a customer it would be a smooth transition- nothing required of me as a paying customer. Of course that is until I try to submit my first claim. Now it has been over a month of emails and phone conversations trying to get any sort of reimbursement. The company is claiming they don’t have any previous medical history for my dog. They have the last 6 years of medical history and are “having trouble” obtaining medical history from our first vet for year 7. My dog suffered an eye injury- completely irrelative to his previous missing medical history of 1 year. It was an expensive vet bill and I can’t help but feel Pets Plus Us is doing everything they can to avoid actually paying the claim. I also can’t understand why I would continue my policy with this company if every time I submit a claim they say “oh sorry we can’t do anything because we can’t grt information from your vet for the first year of owning your dog”. PC insurance had access to that information so I personally don’t understand how Pets Plus Us is making an issue out of this. Terrible customer service and I wouldn’t recommend this company to anyone.
Insurer: Pets Plus Us
By: Jenna
They've kept me satisfied and taken care of with our coverage in every aspect
We are in the 3rd year of coverage for our dog and have recently added our cat to the policy. I have been very satisfied with the coverage and if ever there were any questions or issues to be dealt with I have encountered only friendly, courteous and prompt assistance. Thank You Embrace!
Insurer: Embrace
By: patricia
Slow pay and eager to blame pre-existing conditions
I've been a customer of Pets Best for over 10 years and have insured eight cats with them over those years. In the beginning, they were easy to work with. I'd submit a claim via mail (that's how long ago we started with them) and would receive the agreed upon reimbursement within the SLA. As time went on, though, there was a shift. Unless a claim was for an insignificant amount or easily denied, it would take longer and longer to process. I would receive emails apologizing for the delay, claiming a heavier than normal work load. But this would only occur when I submitted a claim for more than a token amount (say, less than $200). This review has been a long time coming. I kept hoping that was I was experincing was a fluke or a one-off. That doesn't seem to be the case. In the span of a few weeks, I have an example of each of the reasons I am not happy with their current level of service. We have a two-year old cat named Yelena. When we adopted her, we knew she had food allergies. So, when we signed her up for Pets Best, we listed food allergies as a pre-existing condition. I fully expected anything that came up with Yelena's health that dealt with food allergies would not be covered. That makes perfect and complete sense. We knew going in she had food allergies, so we wouldn't expect Pets Best to cover it. She's also apparently accident prone. On August 23 the bit her tongue so we took her to the vet. On the 25th, she had to have sutures because the laceration was not healing. I submitted the claim on the 26th. On the 30th the claim was set to pending vet records. I talked to my vet on the 31st and they confirmed they sent the requested records. The claim remained unchanged in Pets Best's system. I contacted them via their portal around Sep 6 about the vet records. They confirmed they had the vet records. It wasn't until the 17th of September that they finally completed the claim. They did submit the agreed upon amount for reimbursement. Then, late on September 7th, Yelena started vomiting. By the next morning, she was leaking blood from her rectum so we ran her to the vet. She went through a battery of tests and was prescribed several medications. Yelena didn't eat over the weekend, which we expected because of all the vomiting. However, when she wasn't eating by Tuesday we were increasingly nervous. We took her in to the vet on Thursday (they're closed Wednesdays). They performed a barium series and other diagnostics. She began eating on Friday the 14th and has begun making a slow recovery. Our vet said that she most likely had a severe bacterial infection. She suspected Clostridium sp. I was submitting the claims for these procedures as we went, but based on my recent experience wasn't expecting an explanation of benefits for a month. However, they turned this one around fast. They denied everything claiming it was tied to her pre-existing food allergy. Yes, food allergies affect the gut. But , so do other things. Our vet did not think this was related to food allergies, instead it was a bacterial infection.
Insurer: Pets Best
By: Chad
Exceptional company! True pet lovers and excellent people!
I adore Trupanion! They are utterly amazing!
Insurer: Trupanion
By: Mary
Excellent customer service
I investigated several pet insurance companies before deciding on Embrace based upon their coverage and reasonable rates. However, the customer service really deserves special notice. My e-mail queries have all been answered (thoroughly) within a few hours, claims are quickly resolved once the paperwork as been received on their end, and phone conversations are professional, polite and caring. I was skeptical about per insurance as I'd heard mixed reviews (and some horror stories), bit my skepticism has been changed into that of a happy customer. Truthfully, it's comforting to have coverage with this company when one's pet is ill and/or recuperating. Thank you, Embrace!
Insurer: Embrace
By: Anne
No claim. Just good service since my dog 🐶 documents were lost when our home burned down
Fortunately I have had no need to make a claim with Trupanion. Muffy is 3 years plus young and very healthy. When our home burned down in September of last year the majority of our paperwork and contracts were lost. I called and requested new paperwork and assume they are being mailed out. CJ was very sympathetic and helpful
Insurer: Trupanion
By: Barbara
Checking in with us
Thanks for checking in on my Hershey. Had he been ill that would have been very nice. My visit to the vet was for a healthy check and vaccinations. No issues found- happily. The outreach is a nice touch.
Insurer: Nationwide
By: Debg