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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This is a hustle, get another insurance company
Basically lots of double talk and bs. Too many hoops to jump through when its time for them to help, except when they take your money.
Insurer: Pets Best
By: Kareem
Tried multiple companies and spot has been the best
I don't have much to say except that I've been with a few pet insurance companies over the year, and Spot has been one of the most cost-efficient (especially for our older dogs) and has been one of the easiest to process claims with. As expected, new conditions took a little longer to process (a couple weeks) because our vet needed to submit copies of medical records - but otherwise, the claims are started via the website or their app and submitted within minutes, most claims are completed within days, and they're directly deposited to my account. The entire process is smooth and the UI works great.
Everything takes forever and they are very difficult to get ahold of.
They say 3-5 business days but it ends up being 3-5 weeks and then randomly they'll send you an email weeks later that they're missing a document, which more often then not, they already have. And then because they put stuff on hold, once you contact them again, the entire process starts all over again and you have to wait another 3-5 weeks. It's extremely inconvenient/.
Insurer: MetLife
By: Christian
very broad pre-existing condition
As a former Petsbest customer, I strongly advise other pet owners to steer clear of this insurance provider. My two-year experience with them was nothing short of frustrating and disappointing. Their definition of "pre-existing" condition is so broad that it will be very difficult for you to get reimbursement. The diarrhea-related claim I submitted took 5 months to process, and at the end I got an email saying my claim was rejected because they did not receive necessary medical information from my vet, while I feel they could at least inform me about this so I could contact my vet for the needed info. I then called to cancel the policy, but the representative of course tried to keep me on the policy and said they could re-open the claim for me. This time after two additional months, my claim was denied again, because it was a "pre-existing" condition as it had happened once before, when my puppy was 2 months old. As such, I was told all future GI-related issues will be considered preexisting condition and will not qualify for coverage. I feel that is very unreasonable, because a two-months old puppy just transitioned out of the breeder's home to me, the diarrhea could be caused by entirely different reasons, such as changing kibbles, environment. And the medical record supported this because my doctor didn't find anything wrong at the time, no parasite or virus after a panel check. The representative I spoke to on the phone, Richard, was also very rude and impatient when explaining the outcome to me. After faithfully paying premiums for two years, I have nothing to show for it. Petsbest's lengthy claim processing times, questionable denial practices, and subpar customer service make them an unreliable choice for protecting your beloved pets. Save yourself the headache and look elsewhere for pet insurance.
Insurer: Pets Best
By: Levy
Great company and experience!!
The ease of processing the claim and the quick response was amazing! Great customer service!!
Insurer: Pets Best
Veterinarian: Gilbert Queen Creek Emergency Veterinarian & Pet Urgent Care
By: Dana
The Best Pet Insurance
"Whenever I have the need to process a claim for my fur-babies, I receive an expedient response from Pets Best about what is allowable and what I can expect. My Vet responds well to Pets Best's queries for further information, so that there is minimal delay in processing my claim~! I am grateful to have this insurance for my fur-babies at an affordable price~!!!"
The most trusted insurance provider there is!
I will use Pets Best for all my pet insurance needs. Easy, fast and through. There absolutely is none better than!
PetsBest is Best
Could not have had an easier experience working with PetsBest for my Husky. We needed two TPLO surgeries and a lot of medication. PetsBest made it simple to file a claim and cover their end based on my plan. I was given horror stories from friends about dealing with pet insurance companies but my experience with PetsBest could not have been better. Thank you PetsBest!!!
Insurer: Pets Best
By: David
Very helpful customer service
I switched my two dogs to MetLife in June 2024 after receiving notice that Nationwisde would not be renewing their policies. Sign-up over the phone was simple and the plan was almost the same as what I had, and cost less. I made my first illness claim in September and it was approved in about three weeks. I submitted an illness claim for my second dog in December and there were a few glitches (claim put on hold twice for missing documents which I actiually did submit). Both times I called Customer Service they quickly verified that I had indeed submitted the documents and had the claim removed from "on hold". Approval and payment came two days after my second phone call. I understand MetLife has seen a huge influx of customers from Nationwide and had to hire more staff to process claims. I am hopeful processing will go more smoothly once all the new staff are fully trained. Overall, I am very happy with MetLife.