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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Grateful
I am very satisfied with the Pets Best claim submission experience. I have had to file a few times, and each time, Pets Best has been very responsive and true to the policy. I was particularly worried about the most recent time I submitted because my cat had to go through an expensive surgery. I'm so grateful that I have Pets Best and was able to get a lot of the money back.
Insurer: Pets Best
By: Katherine
Worst investment!
This company basically just steals your money every month for the premium and denies any claims you make, regardless of what they are. My dog had an ear infection, a fluke accident, and they denied the claim because they said it was a pre-existing condition. I don't understand how an ear infection is a pre-existing condition and even had my vet write a letter stating the exact cause of the ear infection and how it just happens in dogs from time to time, it wasn't caused by anything he's ever had previously and they denied both my appeal forms. They are greedy, won't pay for anything, and make the entire process horrible. There is no one to even call about discussing a denied claim, their call center doesn't know anything and can't give you any information as to the reasoning for the denial. They said there is no way to contact the appeals team directly which is just ridiculous. Do not get insurance with them, they deny everything and do not care about your pets, just making money off of you.
Insurer: Pets Best
By: Ryle
Failed to Collect Premium Then Cancelled Policy
PetWatch24 transferred my policy to Hartville, telling me I did not need to do anything, and the policy and billing would continue. All of my details were transferred to Hartville including bank card details for payment. They failed to take the payment in January, and then contacted me by post to tell me my policy was cancelled. No email or phone call, but snail mail only. They did email me on Saturday 8 Feb, telling me coverage ceases on 10 Feb, but of course their phone lines are closed over the weekend. When I finally received the letter on Feb 8 (it took two weeks), I looked on the policy page to see no pet listed and no policy. When I called Hartville on Feb 11, they said they would see if the policy could be reinstated and would call me back. They didn't call, but DID take the premium for both January and February on February 12! When I called to ask why, they informed me that there could not be a lapse in coverage so they took January's money too! Even though my policy was not in effect and had been "cancelled". You can bet that if I had made a claim in January, they would have denied it. Their only alternate option was to restart the policy (Which was cancelled due to their error), and suffer a 14 day lapse in coverage. They refused to refund the payment for the month which was cancelled, and said it was state law, but would not provide me with that state law. They also said they emailed me on Jan 20 to notify me of the cancellation, but could not forward me that email either. They refused any goodwill payment to make up for THEIR ERROR. So I will be looking for alternate coverage, and advise everyone to stay away from Hartville - they certainly strive to maintain the poor reputation of insurance companies! I would not guarantee that they would pay out even if I was covered!
Insurer: Hartville
By: Nigel
Latest 2 comments
The exact same thing happened to me! I just got off the phone with them and I am LIVID!! All I got was an email stating that the policy was cancelled. No email or letters prior as they claimed. Also told me that they were unable to do anything even though my cat has a pre-existing condition. They also offered for me to enroll in a new claim and just kept taking me in circles. I hate that 24 pet watch has subjected us to this garbage
I also am disappointed that 24 PetWatch has subjected its customers to thus absolutely heartless and deceiving company. I just had a terrible experience unfold today. And in reading all of these reviews, I am not alone in how I was treated. I am going to post my review but a waiting on some further information… and then I got lost in reading all of these bad reviews, which I can totally relate to. We should all get together and file a class action lawsuit against this company.
Boone’s ACL
A few months ago, my high energy 2 year old blue heeler named Boone fell off our back deck and tore his ACL. We got in to see a surgeon as soon as we could and were told a TPLO surgery was the best option. The overall process of attending pre-op visits, scheduling surgery dates, and 10 weeks of recovery have been pretty stressful, and we just wanted our dog to be healthy and able to run around and play again. Submitting my claim to Pet's Best insurance has been the least stressful part of this entire ordeal. I just uploaded my documents to my claim on my account and after a few weeks the claim had been completed with a full explanation of everything that was covered. I am truly thankful for this company for taking a weight off my shoulders during this stressful time. I plan on recommending them to every pet owner I meet. Boone is currently on week 4 of his recovery and doing great, hoping he can run in the yard and go on his favorite hikes very soon!
Insurer: Pets Best
By: Emma
Can't beat this service
It's not often I write about first class service, but in this case, I thought it was important to share my experience as this company is awesome on several fronts, policies offered, customer relations and more. I have been a customer for years but never filed a significant claim as I have been fortunate until recently when my German Sheperd required surgery to remove a mass from her side, then came the bill, then came Nationwide, in both cases it was a home run, great surgeon and great coverage. Wait, it gets better, once my claim was submitted via website, I got a response within 48 hours that it was received and were processing the claim then three days later the reimbursement was ready and would be electronically sent within 24-48 hours, that's a wow, extremely impressed. I would also like share the outstanding service I got at the customer care center in Orlando, Emily, she was great, she walked me thru the process to set up the electronic payment account, trust me, it wasn't easy as I'm not a computer buff but with her extreme patience and expertise we got thru it, she was great. So bottom line is, I'm a happy camper, it's a hard find today to find such high-end service, they really are on our side. Thanks to all, it's helping me deal with a bad situation, really appreciate it.
Latest 1 comments
Too bad this isn't the norm. We've had policies on two of our dogs, very healthy, no issues and they are in mid-life. One of our polices was dropped, on the youngest, with the reason they wanted to boot us out of a policy we purchased four years ago, and force us into a more expensive "newer" policy. Bait & switch.
How is this legal?
After eight years as a Pets Plus Us customer, I'm incredibly disappointed with the recent changes and lack of communication I've experienced. What started as a reliable insurance provider for my furry friend has transformed into a frustrating and potentially predatory service. The initial shock came when I noticed a premium didn't come out of my bank account. Upon calling Pets Plus Us, I was informed that my policy was discontinued and I hadn't opted into their new coverage. The problem? I never received any notification of this significant change. This lack of communication alone is unacceptable for a long-standing customer. However, the real issue lies in the details of the new plan. I was offered a policy with drastically reduced coverage – a drop from $5000 per incident to a mere $3000 annually total. This represents a massive decrease in protection for my pet. To add insult to injury, this downgraded coverage comes at a higher price, nearly $30 more per month than my previous policy. When I raised my concerns with Pets Plus Us, I was essentially told that this severely limited plan was my only option. Furthermore, they informed me that if I chose to explore other plans or insurance providers with better coverage, any prior vet visits – even for common issues like vomiting or accidental ingestion – would be considered pre-existing conditions. This is a blatant attempt to strong-arm loyal customers into accepting a subpar product with significantly reduced benefits. This tactic feels incredibly disingenuous and borderline unethical. To penalize customers for exploring better options after unilaterally changing their policy is a terrible practice. It leaves me questioning the integrity of the company and its commitment to its customers. My loyalty of eight years has been met with a complete lack of transparency, a significant reduction in coverage, and thinly veiled threats. While I understand that companies can change their policies, the way Pets Plus Us has handled this transition is deeply concerning. I'm left wondering how this is even legal, and more importantly, I'm incredibly disappointed that this is how Pets Plus Us treats its long-standing customers. Be warned: what appears to be a reliable and trustworthy insurance provider can quickly become a source of frustration and financial burden. I highly recommend carefully reviewing your policy and exploring all available options before committing to Pets Plus Us.
Insurer: Pets Plus Us
By: Jonathan
Latest 1 comments
Experienced the same thing and am so sorry to hear this happened to you as well!
Pets Best had our backs!
My beautiful girl had unknown health issues and Pets Best did not hesitate to reimburse me as we travelled to specialists and several vets for a plethora of tests. They were responsive to our claims and stood by our contract. I am thankful to have had them by our side. Our girl passed over the rainbow 🌈 bridge and they were immediate and kind in refunding the unused premium we paid. Thank you Pets Best, you made our search for an answer possible.
Insurer: Pets Best
By: Christina
Love Met Life Pet Insurance
We’ve had Met Life 2 years or so, excellent experiences, easy online processing, claims reimbursed within a week or so , very important customer service is great . We’ve had several emergency room visits they were covered and Drs. Appointments , blood work and meds covered . I’d recommend MetLife 💯percent ..
Insurer: MetLife
By: Maryann
Latest 1 comments
Great company gets 10 Stars. Kudos to everyone as well.. Services, responses and yes, recommended 100% without any doubt! Keep up the great work.
Very Pleased with Healthy Paws!
Healthy Paws is the first/ only pet insurance we have ever used, so I can’t compare to others but we have been very happy over the past 7 years. Our dog recently had ACL surgery and the day after I submitted the claim It was approved and we were reimbursed our 80% soon after. The response time is quite fast and correspondence when needed has been pleasant and efficient. Very helpful with coverage for medicines, illnesses and injuries.
Insurer: Healthy Paws
By: Jess
5 Stars for Healthy Paws Insurance
.10 years ago we added a German Shepherd to our family. 8 years ago we added Healthy Paws Insurance and have NEVER looked back. They have walked beside us through multiple injuries, surgeries and now cancer. Excellent communication, advice and lighting speed reimbursements. We’re in our end game now and we’re confident Healthy Paws will see us through the final 16 months. Without a doubt, we highly recommend Healthy Paws.