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
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Consistently very good service
Consistently very good service. Happy with claims results, overall.
Insurer: Pumpkin
By: Kelly Martinez
Timely and customer driven.
Timely and customer driven.
Insurer: MetLife
By: Ellen Magras
Easy App and Great service
App easy to work and claims easy to put in. Very quick at getting back on claims as well. Only talked to customer service once but the girl I talked to was very knowledgeable and friendly.
Insurer: MetLife
By: Emily
No Reimbursement & Poor Customer Service
I've been a paying client since my first dog back in 2018, so well over 6 years. Have submitted maybe one claim up until this summer, which I submitted the second claim in July this year. The process of submitting was never clear, had to email them, then after the submission went through, it didn't say anywhere how I was getting any payment back so after a few weeks I reached out wondering how to get my reimbursement. Then realized my file had a wrong address, so I updated it and they said they would cancel the cheque and resend it. It's been about 4 months and I still have not received any reimbursement. No emails from them or anything. My account needed a new credit card about 2 months after my reimbursement submission and I emailed them letting them know that I would update my card when they could tell me when I would get my reimbursement back. Nothing. My account clearly has cancelled because I refuse to pay them for 4 more months after I've submitted a claim and have yet to receive any reimbursement. Horrible customer service with no updates. Definitely will never use this insurance company again. You'd think they would treat their long term clients, or even try to communicate on payment after I've complained after 3 months that I still have seen nothing.
Insurer: Pets Plus Us
By: Jennifer
Terrible experience
Today is business day 4 waiting to be reimbursed from Lemonade for a simple office visit. They continue to give me the run around and when I called there was not a supervisor to speak to. Instead, they take your information and say someone will call you back within 24-48 hours. This is on top of the 4 days thus far. Very frustrating. I will be ending my policy once I get reimbursed.
Insurer: Lemonade
By: Shari
Stalling to prevent reimbursement for a claim.
I had one claim filed in February 2025. After 10 months of trying to get reimbursement, I am giving up and switching insurance companies. This is insurance is a scam and all they deal in is stall techniques. First it was there is not a record of a clean bill of health. Once that was provided by myself and the veterinarian office, nothing was done. I called and asked for a status update. And then their next stall technique was the invoice with the vet notes was not descriptive enough to approve the claim. The vet sent in additional information. But still not enough. Absolutely ridiculous and a waste of time. I will not be renewing my policies for my dogs. I will find a company (even if it costs more) that will be true to the insurance policy.
Insurer: Embrace
By: Ansley Godwin
Delay delay delay deny
Healthy paws kept asking for more records. They then refused to talk to the billing employee at my vets office. I had previously signed a release and told them in my numerous emails to contact my vet. When the vets office tried to talk to them they hung up.
Insurer: Healthy Paws
By: Beth
Caring customer service reps
Caring customer service reps, great coverage, easy portal
Insurer: MetLife
By: customer
Compensation was quick.
Compensation was quick. My dog had to have surgery at a massive price. Spot Pet reimbursed me a portion of it quickly once I submitted the documentation. The reimbursement was for a little less than a third of the total cost.
Insurer: Spot
By: william boulware
Very happy to have this insurance
Very happy to have this insurance. I took in a puppy and on his first vet appointment discovered he had heartworm. The insurance company reached out to the vet directly for the medical records to cover the treatment claims. Not only did it help elevate the stress of going through the treatments but I am very grateful for the help covering his treatments that I might not have been able to afford without insurance
Insurer: MetLife
By: Melissa woods