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.
75,243 total
Other Categories
I field claim on 10/23/25 didn’t hear…
I field claim on 10/23/25 didn’t hear back from them till 12/18/25 , and after all the wait they denied my claim as they said ear infection is pre existing condition!!!! , how can ear infection be pre existing condition… what a joke, and on the top of that u can’t get hold of someone nor login to get explanation how is ear infection is pre existing condition… I have been calling every day to cancel without any luck.. too much to deal with
Insurer: Pets Best
By: H.A
Makes claims so simple and pays very…
Makes claims so simple and pays very quickly. Highly recommend.
Insurer: Spot
By: Karen Izakson
Terrible customer service
1.5 hr wait on hold. App chat doesn’t work. Terrible customer service. I canceled my plan
Insurer: Pets Best
By: Katie Morton
Fair fast and thorough
Fair fast and thorough. I’m Very pleased with this company and the process. Such great peace of mind
Insurer: Nationwide
By: Heide MacLean
Shelly is a great agent
Shelly is a great agent. Friendly, kind and helped me find the perfect policy.
Insurer: Nationwide
By: customer
Pumpkin always answers the phone
Pumpkin always answers the phone. I can talk to a human not a robot. They help you right away. They are always responsive to claims and the turnaround is very quick. I cannot stress enough how helpful and supportive they have been to me during my dog’s many visits to urgent care and ER!! I could not take care of him without Pumpkin!!
Insurer: Pumpkin
By: Suzanne
The agent was thorough.
The agent was thorough.
Insurer: Nationwide
By: customer
Take others' negative experiences seriously - find another pet insurance provider.
Guys - don't ignore the red flags/warning signs. Embrace Pet Insurance is as close to being a scam as it gets while still remaining legal. Do not fall for the marketing. Choose a different pet insurance provider! Read the other 1-star reviews - there's a common thread. People pay premiums for years while their pet is healthy, then the moment they need anything from Embrace, they're made to submit copious paperwork, which Embrace's claims agents then go through with a magnifying glass, broadly creating new diagnoses based on small remarks, like "scratched his ear" - oh, all ear infections are now and forevermore pre-existing. "Hind leg looks stiff" - now we will never cover any joint-related issues in any leg. When I talked to my vet about how insane all of this was, he asked me who my pet insurance was, and when I said Embrace, he rolled his eyes and told me to give up and switch, because he's had previous negative experiences trying to appeal denials with Embrace. You can actually get a sample of the type of treatment you will get by reading their replies to these reviews. Even in their replies to Trustpilot reviews, they use carefully crafted legalese - using many words to justify denied claims that, under normal common sense, should be covered. I've learned my lesson the hard way, cancelled my policy, and accepted that the premiums I've paid are gone forever. But if I can help you avoid the stress and frustration that comes with realizing that all the money you've put into Embrace for a peace of mind was for naught at precisely the moment you are most worried sick for your pet, then at least the money had some use after all.
Insurer: Embrace
By: George
Thank You
My needs were handled in a timely manner and very professionally. Losing a pet is terrible and I appreciated the caring shown by the individuals that assisted me.
Insurer: Pumpkin
By: Jim
Customer service was awesome
When I received a letter stating that my claim was denied, I immediately called customer service. I was in a heightened state of anxiety; The representative ( JJ?) was so understanding, patient, and kind as we went through my claims. Within a few days everything was sorted and my checks arrived shortly thereafter. I am so very grateful and thrilled with Happy Paws! Thank you
Insurer: Healthy Paws
By: Erin Caruth