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.
70,435 total
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Excellent customer service
Excellent customer service. Very responsive and quick. Fair claims process.
Insurer: Embrace
By: Joel W. McCann
A company that do not respect their obligations
We decided to cancel our insurance. We had an allergy issue with our dog and they refused to accept it, they decided it was a problem that was there before we got the insurance. Our veterinary wrote a letter telling them that it was a completely new problem, that allergies can appear at anytime and that our dog never had any of it before. They accepted at first, but when we had to go back for our dog’s medic for allergies, they refused again. After talking to 5 different people, one guy finally confirmed that they threw the letter away and never let any note about that ! They said that they could not accept even with the files out veterinary filled an other time telling them it was a new condition. They are not able to fulfil their obligations and I thing about going after them for moral and economic damages because we lost a lot of time with this and now no insurance will accept us for this condition because it won’t be new for them. Really a bad experience ! I do not suggest at all !
Insurer: Trupanion Canada
By: Ophelie Moisan-Leduc
Trupanion has been great
Trupanion has been great! Very helpful and very simple.
Insurer: Trupanion
By: Amy Schreiber
Answered all my questions and how the…
Answered all my questions and how the process works. Wish getting regular medical insurance was this easy!!! Thank you for protecting my baby!!
Insurer: Nationwide
By: KDIM
Informative and Professional
My contact with the associates I spoke with was pleasant and professional. I received more information that I was requesting. The wait time was a bit long, but once I made contact, the conversations were informative and professional.
Insurer: Embrace
By: Stacie Budewitz
Russell was helpful and met my needs…
Russell was helpful and met my needs very quickly.
Insurer: Fetch
By: Barb
Outstanding customer service and follow…
Outstanding customer service and follow through. Thank you!
Insurer: Nationwide
By: customer
Very easy and affordable!!!
Very easy and affordable!!!
Insurer: Nationwide
By: customer
Not responsive
Not responsive, have to keep checking into. app for information. Coverage for cost has not met our expectations
Insurer: Spot
By: FT
They added a "wellness" benefit to my…
They added a "wellness" benefit to my dog's monthly pricing, but claimed that her pricing only went up because of "inflation". The "wellness" benefit was supposed to reimburse expenses up to $300 for wellness items like checkup appointments. They reimbursed me $60 for her $259 appointment. Then they sent me the ACTUAL breakdown of what was covered. Spaying and Neutering takes up $175 of the alotted reimbursement, meaning it can ONLY be applied to that OR a dental cleaning. Those are more commonly needed in much older dogs or dogs with little history of good dental hygine.. For a 3 year old female dog who has very healthy teeth reported at every vet visit and is ALREADY spayed, this makes no sense to add this "benefit" to my policy. They misrespresented the product and then charged me for it. Just a joke. How could they not know that you can only SPAY or Neuter a dog ONCE in their lifetime?!?!?! Then, when I tried to call in, I had to speak to 7 (not exaggerating) different people before I could get one to message supervisor who then called over an hour later, leaving a voicemail with NO contact/callback information and just "please throw out some times that work for you in the next week to meet". I'm sorry, NOW is the time I have allotted to track this down. So sad what they have become. I saved $67.88 per month by switching my dog to another provider, all while on hold. If you want to sample my experience, read their reply, lol. This doesn’t include their email offer to “explain your benefits.”.. so I think this is nearly 10 attempts to explain how benefits work while making no actionable change and not admitting how wrong this is. Trajectory seems clear from here. It does nothing to explain something to someone over and over again, especially when said person has already moved on. Explain before enrollment occurs, since ya’ll love to explain things so much.
Insurer: Fetch
By: kr