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.
71,297 total
Other Categories
Horrible company
I was transferred from 24 pet to Heartville they wanted to charge me$107. For an accident & illness policy. I was only paying $77. At 24pet for the same policy. I canceled my policy with both companies on January 3rd 2025. I even received a cancellation email from Heartville stating that they canceled my policy. On March 15,2025 they charged my bank account/ card for $107. For a policy that was cancelled several months ago. Even 24 pet confirmed that I had done this. With Hartville. Now they are telling me that they have no control over their refund process and wait 7 business days 3/25/25 is 7 business days & they still can’t tell me what is going on with my refund. IF my refund doesn’t show up 3/25/25 then they will SEE IF they can manually refund me but they are not positive. I have been with spot pet since January 3 2025 & I pay $77. For accident, illness & wellness policy. I would not recommend Hartville for your pet they over charge. They have no care that they are affecting people and their personal banking/cards causing other problems for those people. After the fact of being canceled several months prior. Even my personal family member who works in the insurance industry is completely surprised with Hartville behavior. I have also called 24 pet to inform them of how the situation of being transferred to Hartville is affecting people & suggested that they find a different provider to transfer any remaining costumers over to.
Insurer: Hartville
By: Jessie
Great claim processing and reimbursement experiences
My dog recently injured her leg and we had to take her to the vet. I didn't submit the claim right away because we were focused on helping her recover from her injury and I actually forgot about it. A couple of weeks later, I found the vet receipt and submitted my claim - within two weeks the claim was processed, and my reimbursement had already been deposited into my account. This is a consistent experience with claim processing, and Pets Best is the best pet insurance that we've had for our animals in the last 20 years.
Satisfaction
I am extremely satisfied with the ease and speed in which my claims have been processed. I have spoken highly about Pets Plus us to several people who own pets and recommend they consider your insurance. Kudos to everyone who’s been involved in helping me with my dog, Pepper.
Insurer: Pets Plus Us
By: Vicki
Great company
Absolutely love pets best. They are friendly, knowledgeable, and explain well. Prompt reimbursement. You Rock Pets Best!
Insurer: Pets Best
By: Beth
Claims filing
Pets Best makes it very easy to file a claim through the app. When I needed to speak to someone, they were very helpful, kind, and knowledgeable.
Embrace is a scam
In January of 2024 I got Embrace pet insurance for my dog, after he had knee surgery on his left knee. The policy stated that there would be a 6-month waiting period before any orthopedic claims could be made. They requested and received in February of 2024 my vet records clearly showing he had knee surgery. In February of 2025 my dog required surgery on his right knee, it was over the 6-month waiting period, so I submitted the invoice. After 5 weeks they said it was a preexisting condition and sent a list of other issues that would not be covered. At no point in the year since they had his medical records did they send me a note that his left leg had anything to do with his right leg. I bought the insurance for peace of mind - they should have said once they got his records what they considered a preexisting condition. I would have shopped elsewhere for insurance. This is not only poor business practice but fraudulent since they had the information about his left leg operation over a year ago.
Insurer: Embrace
By: Marsha
Pet’s Best is amazing!
Thank goodness for Pet's Best! Grizzly wasn't feeling right, I was at work so my husband took him to the ER vet and they brushed it off saying it was likely a Gl bug and did no testing. I got home from work and knew something wasn't right so l brought him right back and demanded they did further testing because I knew something was very wrong. Sure enough he had colonic torsion, a medical emergency that is life threatening and needs emergent surgical intervention. I rushed him to the only ER vet in the area with a board certified surgeon on call at 2am and by some miracle they saved him. He's alive and okay today. The vet bill was out of this world but thanks to Pet's Best I didn't have to think or worry about money because I knew they had my back. I could just focus on my Grizzly getting the prompt treatment he needed and a smooth recovery afterward which is how it should be. Thank you so much Pet's Best! The process is also incredibly easy and not daunting to submit your claims. It's just one less thing to worry about when you have other, bigger things on your plate with your pets.
Aspen
Our 8-year-old Great Dane was diagnosed with an adrenal gland tumor a year ago. Because of Pets Best she was able to get lifesaving surgery, without it we would have lost her within weeks. A year later, she was diagnosed with osteosarcoma and is now undergoing radiation and chemotherapy to help us have her here for as long as possible. The peace of mind knowing we can do the most up to date procedures and treatments without having to worry about the expense is priceless. We have six dogs and Pets Best has been amazing; they have paid every claim that we have submitted and now that we are established, our claims are paid within days of submission. I can't say enough good things about Pets Best.
E LIVE PETS BEST! Simply the best pet insurance anyone could ever hope for!!
"We have a wonderful almost 6-year-old Siberian husky, and she never had a single issue until last summer when she stuck her whole face in a porcupine :-(( we had just signed up for Pets Best, and we're so grateful to have them reimburse us for the Emergency Vet at 2 AM! Two months later, out of nowhere, Ember was diagnosed with a soilborne bacterial infection in her gut, and it has proven to be an extraordinary challenge to overcome. Additionally and possibly related, she developed an infection in and around her eyes; another complicated issue to address. Our claims have been expensive and extensive, and Pets Best has been absolutely incredible!! With everything finally resolved (we hope) we have referred every dog (and cat) owning friend that we have to Pets Best. Our daughter, with two golden retrievers ages 10 & 5, uses a different company and isn't nearly as happy as we are, even though it is more expensive. She will soon be getting a new dog, and can't wait to switch to Pets Best! We couldn't be more impressed with the extraordinary service they provide, the kindness, compassion, and professionalism of their phone staff, including their emergency call in option. They are quick to respond and if there is a delay, they communicate the reason clearly. It's an absolutely wonderful company and we will NEVER use anyone else. I hope that we can stop incurring charges!! Thank you thank you thank you, Pets Best!!!
Dog attack-Bite wound, nearly all of the Emergency Vet Bill reimbursed!
"I decided to get the Accidents and Injury insurance for my 8year old Chihuahua mix, last year and I paid $108 for the whole year, which if you break it up, it ended up being $8/month. I was out walking with my dog, and a dog broke loose from its fenced patio (and was tied up too), and came and attacked my dog. She sustained a bad bite wound, which resulted in my going to the Alliance Emergency Vet that night. The bill was about $1,300 and after I filed a claim with Pets best, I got $915 reimbursed back to me. Quite a deal! Very worth it. I was able to add my bank account so when the reimbursement came in, it was just directly deposited to my bank account. This is my first time with pet insurance, but I am sure glad that I got it! "
Insurer: Pets Best
By: Jade