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.
76,258 total
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HORRIBLE nightmare
they refuse to reimburse us a single dollar, even with my VET WRITING THEM A DETAILED LETTER. i filled out all the forms, appeals, emails, phone calls - metlife pet insurance has easily been the worst insurance experience of my entire life.
Insurer: MetLife
By: Lauren
Frustrated
Frustrated. There was a problem with my payment. I called to get reinstated. The 1st agent I spoke with was very confused and gave mixed communication so my plan wound up never being reinstated. I called again today because i saw it was still cancelled. they said it was never pushed through. there was a still a missing payment even though the 1st agent said i was good. I told the agent today that I wanted to use a different card for today's payment and she said ok then she processed using the old card. Agents don't listen.
Insurer: Nationwide
By: Stacey Johnson
No one will call you back.
I've had this insurance for a few months. My dog came down with a cough which warranted a vet visit. I was asked to upload medical records on here, which I did. Than I was asked again, and I did it again. Than I was asked again, and I did it again. Finally the claim was denied and I can't get ahold of anyone and no one calls me back in order to sort it out. There are 3 copies of the medical records attached to the denied claim. I've written emails, made phone calls, left messages, no one will help. They did cover the dental cleaning though at least.
Insurer: ASPCA
By: Equinoxsss K
This is the worst pet insurance company…
This is the worst pet insurance company ever! We've been a loyal customer for years. Today, 6/23/26, my annual premium was AGAIN increased as follows without any explanation of why (the excuse "upon renewal" is completely bogus): June 2024: $78.38 July 2025: $98.46 July 2026: $115.66 For what?? We did not change our coverage. We don't file claims except for the required yearly vaccines. We do NOT appreciate these increase without an explanation, and "annual renewal" increase is unacceptable. As a result we have cancelled this insurance and will find another. I have showed my family and friends this unacceptable constant increase with no explanation and told them to find pet insurance elsewhere. They are going to do just that. Nationwide should be ashamed of themselves for constantly increasing premimums with NO explanation
Insurer: Nationwide
By: Diane Travis
The outcome for one of our bills was…
The outcome for one of our bills was excellent. I will touch base with customer service and check out the results from one of our claims
Insurer: Trupanion
By: Nancy
If you have the budget, go somewhere else
Getting claims accurately taken care of is as difficult as pulling teeth, if I didn't have so many animals I'd switch to another insurance provider. Only one customer service rep ever helped me, the rest just drug on my issues and did not follow up. I've been trying to get a surgery approved for my medically fragile cat for months, despite 3+ vet recommendations and countless visits they won't respond to me.
Insurer: ASPCA
By: K E
Very prompt and great communications
Very prompt and great communications
Insurer: Pumpkin
By: Shoko
Very enthusiastic and super kind
Very enthusiastic and super kind! I loved speaking with her and she made the process nice and easy.
Insurer: Fetch
By: Kailey
Samantha was excellent
Samantha was excellent! I had been going back and forth with multiple agents over the past week trying to understand an issue with my account. After lowering my cat’s coverage, the updated premium amount was not reflected in the app, which caused some confusion. Samantha took the time to thoroughly explain the discrepancy, clarify all of the policy changes, and answer my questions clearly. She even went above and beyond by reaching out to the previous agent I had spoken with and documenting everything in my account notes for future reference. Her professionalism, attention to detail, and commitment to resolving my concerns made the entire experience much smoother. Thank you, Samantha!
Insurer: Fetch
By: Mari
I have used Healthy Paws for my dog…
I have used Healthy Paws for my dog since he was a puppy 13 years ago. I was initially very impressed with the quality of service and customer service I received from the company, but Healthy Paws CS no longer exists. I have been trying to get a claim processed for 3 weeks, and the CS team keeps telling me someone will reach out and help, but it never happens. I have experienced this every time there has been an issue with my account. I always have the worst customer experience with this company - no one cares to help.
Insurer: Healthy Paws
By: Sarah Gunter