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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Terrific Customer Support
We have been using Embrace for years! Most recently Molly, my boxer was diagnosed with a small mast cell tumor. It involved several visits to our vet, a veterinary oncologist, and major surgery. Embrace pre approved the surgery, so when it was time for the procedure, we knew it would be covered. Embrace staff was with us all the way!
Insurer: Embrace
By: Tony
Very kind and very knowledgeable
The lady I spoke with was very kind and very knowledgeable. She gave me direct easy steps and emailed me the instructions on how to file a claim.
Insurer: AKC
By: Jessica
Godsend to have as insurance for the eventuality of accident or illness.
We got off to a bumpy start with a claim denied, which would have counted toward the deductible. It was denied as pre-existing condition and denied again on appeal. That was several years ago and fortunately, they were wrong, it was not a pre-existing or permanent condition and he hasn't had it since. After that the only problems that I have had are issues with Wellness vs Accident/Illness. The Wellness is an additional coverage that is really kind of like a health care savings account that covers things like Rx food and other things not covered by the usual insurance. You don't have to get it when you purchase the insurance for accident & illness which is the most important to have. It was 9 months after I had insurance that my cat was diagnosed with CKD which is a progressive disease. I chose to have stem cell therapy which was not covered for CKD by any insurance that I knew of. It was my choice to do it to improve his outcome. The vet at the time told me that it saved his life as it was progressing rapidly. It improved but two years later he got pancreatitis and IBD which frequently accompanies pancreatitis. The exams, frequent blood work to monitor his condition and even acupuncture is covered by Embrace. I call it Kitty Medicare because I chose the 80/20 plan. I strongly recommend every pet owner buy insurance for their pets and certainly by the time they are eight or nine it is essential and could make the difference in you being able to provide medical care for your pet or not. Emergency care is extremely expensive and one visit to the Animal ER will can make up for years of premiums. I researched the various companies before I purchased and compared them for a couple of months before deciding on Embrace. The Embrace staff get back to you within a day when you contact them and are helpful. The only other issue I have with Embrace is that my invoices are for pretty much the same things; exams, medicine, labs, acupuncture and each invoice is treated as a distinct claim (I usually file a couple together) and it's as if it is the first claim and the adjusters are starting from scratch. It takes about two weeks for the claim to be paid even if you have 2 for the exact same treatment for the exact same condition. Sometimes longer if they contact the vet for additional information. I know pet owners with other insurance and Embrace is one of the best.
Insurer: Embrace
By: Catherine
"Paw"some Pet Insurance Company!
We have always used Trupanion for both our current furry cat family member, BraveHeart, as well as our beloved Badgley that passed away with pancreatic cancer. We find Trupanion to be BEYOND compassionate and knowledgeable. The customer service staff are so unique to offer such qualities. I found out that their interview/hire process seeks a special kind of personal customer service liaison due to the special and complex nature of the Guardian/Pet bond and the knowledge base they require. We would highly recommend giving Trupanion a try. Seriously. They are positively transparent and financial fair with their various insurance policies, and you can't beat having a company and its employees that put your pet first before anything else. <3 P.S. I live in British Columbia, Canada (not California, although I wish I lived there! There was no Canadian drop-down box option for this review).
Insurer: Trupanion Canada
By: Yvette
Fast claims.
Friendly agents, fast claim processing, and insurance that will be there when you need it! So helpful dealing with my Hexee's allergies and testing to find it's to a weed. Now she doesn't have to be restricted with her food and she is happy about that 😀. Thank you Trupanion!
Insurer: Trupanion
By: Shelly
Timely
I like the fact that I can usually talk to a representative in a timely manner
Insurer: Trupanion
By: Helaine
Quick claims process
Trupanion took care of my claims relating to my dog's cataract surgery very quickly. The Trupanion associate I spoke to in regard to one of my claims was fantastic. She looked at the facts at issue and explained the status to me. Not only was she extremely knowledgeable and quick she was available on New Years Eve Day, which was a Sunday, to take care of customer issues. What a convenience and pleasure.
Insurer: Trupanion
By: Vincent
Very happy with response!
Very happy with rapid response & communication! Great company!
Insurer: Trupanion
By: Mary
Exemplary Customer Care
The efficient Customer Care, implemented by Embrace was truly appreciated!! Their consistent professionalism was continuously exchanged towards my questions and concerns to my appeal. The companies right to diligently review an appeal was performed with exemplary Customer Care.
Insurer: Embrace
By: Leila