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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Tooth Extraction
My 4-year-old dog had a broken tooth on the upper right side, which required surgery. I submitted the claim to PetsBest immediately after the procedure. The following week, I received an email with a coverage explanation, confirming that 50% of my expenses were covered. Just a few days later, I received the reimbursement. Overall, it was a great experience!
Our kitten Bagel
We had to put my husband's "soulmate" cat to sleep earlier this year. He had been lost without him and our other 2 cats were not stepping up to fill his paws…. Enter this tiny orange ball of purrs…. It was love at first sight! It has been a longtime since we had an actual kitten, but some of the memories of what Holy terrors they can be led us to the search for an insurance company and plan. We decided on Pets Best accident and illness coverage ….little did we know that our little Bagel was going to need that sooner rather than later!! Pets Best was excellent from the ease of filing a claim, to communication with Bagel's Dr and us. The claim took a couple of weeks to settle, but holidays were involved, but after our deductible we received 90% of our total bill directly in our bank account! We hope we don't ever need to file a claim again,but if we do we know we are covered! Bagel is thriving and Pets Best helped us make that happen! "
OUTSTANDING - 10+ stars if I could!
This insurance company actually has heart and a passion (clearly) for customer service. I can't say enough amazing things about them. They are efficient, SPEEDY payments on claims (usually same week!), thoughtful, caring, explain everything easily and the rates are great. They have literally saved my cats life, we have had to use the insurance quite a few times in the last couple of years, if it wasn't for them, there is no way I could have afforded to care for her. Now... she's 11 and in great shape! Happy, playful herself again for many years to come. THANK YOU EMBRACE for everything you, from start to finish, consistently for years!
Insurer: Embrace
By: D
Extremely Easy
I've had to make 2 claims for my dog in the past 15 months. Each time I simply went onto the Pets Best website, opened a new claim, uploaded the applicable document(s) from my vet, and hit submit....took all of about 5 minutes. A few days later I received an email from Pets Best notifying me of their decision, and how much money I would receive in reimbursement. Too easy.
Pet's Best Helped Me Save My Service Dog
Over the last year, I have had to deal with Copper Storage Disease with my 8-year-old yellow lab that is a service dog. She holds a special place in my heart and we have been a team for over 5 years. With her diagnosis came a lot of unknowns and treatment plans that were overwhelming. One thing I did not have to worry about was the bills. Submitting them to Pets Best was simple. And they paid according to the plan benefits. I am thankful for Pets Best and have recommended them to friends and family. Thank you Pets Best for being part of the care team that saved my service dog's life!
This is a scam
I submitted my puppy's emergency vet claim on December 8, 2024, and since then, I have contacted MetLife daily, only to receive inconsistent answers regarding the status and processing time of my claim. Their app and website misleadingly state that processing takes 5 to 10 days, but it's clear that this is far from the truth, as I have received no updates after that period. My dog had a follow-up appointment and is due for another one, but I cannot afford this additional cost while MetLife holds $2,200 of my emergency funds. This situation is unacceptable, and I am deeply frustrated with what appears to be a scam. I am concerned that when they finally review my claim—likely in six months—they will deny it altogether. I expected better from this insurance, especially since I pay my premium automatically through my employer. At this point, my only option is to wait the official 30 days and then escalate this matter to the State of Michigan and pursue legal action if necessary.
Dissatisfied customer
When you send all the paperwork, and then they lied to me, saying they contacted my vet clinic to get my dogs full history. In fact I had to call my Vet and get my dogs medical history for them to process a claim. I’m not getting paid to do their job, so in return they should reimburse me for doing their. A very dissatisfied customer Helen
Labor Intensive!
IU've had Lemonade for 2 years and I will be grateful to be rid of them soon. They encourage claims to be submitted via cell phone. They don't cover any "alternative methods" which I knew from the beginning. When I tried to submit a claim via cell, it was difficult. First, they wanted vet notes, that was fine. Then they wanted everything broken down into separate costs. Jess helped me so much and it took her a few days to tell me what I was due. I find the "fur baby" syndrome off-putting and they have other cute little titles. When I wanted to submit my 1st claim, they asked me for a photo of Tachi. I told them I didn't have time. I wondered why they wasted so much of my time. Healthy Paws and Embrace were wonderful. I didn't ever feel that submitting a claim was difficult. With Lemonade, I was asked for the blood tests, the vet notes and anything else they might want. I don't like working on my phone because it was so difficult to break down costs, as Lemonade asked for them. I was told that I could do everything that could rival Embrace and Healthy Pets. How wrong they were. I have never encountered such a complicated process to simply submit a claim. Maybe others are more agile on the cell phone. I do a lot of things on my phone but anything to do with money is from my laptop. Soon we'll be freed from their clutches and that will be a happy day.
Pets Best is the Best
I’ve had my 2 Shih Tzu covered by Pets Best for almost 6 years. I could not be happier with this insurance. Very easy to use, they always pay claims as I expect them to. Highly recommend.
Love Pets Best
"On the first ultrasound for my cat, the one year plan paid for itself. I've submitted 3 claims in total and they have been paíd in a decent amount of time. Go Pets Best!"