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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Nothing "Best" about our Customer Experience
Several of our claims went through fine, others not so much. If you don't provide the documentation they require (any piece thereof), they reject the claim with only at best a vague description of what they think want. In our experience Customer Care (email) has been exceptionally slow in responding, ridiculous in some of their communications, and overall just completely unhelpful. All our claims are from the same Vet. All wellness. Nothing weird or unusual, just normal stuff. It's hard to understand. On one claim, the web portal did nothing but generate a cryptic error when we tried to upload additional documentation (a jpg). One day we get an email from Customer Care requiring another piece of documentation and an hour later we get notified the claim's been closed from inactivity????? Sadly truly and shockingly unreal. We obviously do not recommend Pets Best.
Insurer: Pets Best
By: Eugene
An incredible resource for pet parents
Our Alice has has some incidents over the years and health problems, and we are so grateful for Healthy Paws to help us cover her medical expenses. They are real humans on the other end of the claims, work well with our vet clinic when needed, and always resolve and reimburse within an incredibly timely window. I've recommended Healthy Paws to every pet parent I know for the last 7 years.
Pets Best Has Been Amazing
I’ve always had pets, but it wasn’t until getting my now 4 year old dog did I even think about getting pet insurance. I asked around, posted on social media, and read online reviews before deciding on Pets Best. Pets Best offers illness, accident, and wellness coverage, as well as reimbursement for heartworm prevention. The monthly rates are affordable and submitting a claim is easy! I simply scan my billing statement with my info, my pets’ info, and what I purchased to the Pets Best app. I receive reimbursement directly so everything is paperless, as well. Additionally, Pets Best customer service is awesome! I had a complex billing issue (due to a provider’s clerical error) and they couldn’t have been nicer or more helpful. Overall, Pets Best has been a great choice for my family.
Insurer: Pets Best
By: Elizabeth
claim experience
If I could give Figo pet insurance a 0, I would. The entire experience was maddening and I would not recommend them. On two different instances with my puppy, they denied emergency claims after making me call the veterinary hospital to get more notes from the vets that treated her. The vets also provided letters substantiating the visit was warranted and if not seen my puppy. may have died, but the claims were still denied. They knit pick through the vets notes and try to find something that they can use to deny your claim and they did this on both claims I filed. I have since switched to another pet insurance and have had no issues so obviously Figo does not want to help their customers, but only make money on premiums and then give you nothing in return. I strongly do not recommend this company.
Insurer: Figo
By: Mary
Claim experience
If you are looking for a pet insurance that offers great communication and the ease of filing a claim then Pets Best is a great choice. They made the process so easy and communicated with me regarding any delays in the claim process. They will reach out to your vet to get additional information if needed to process your claim as well. It is upsetting enough when your pet is ill and knowing that you will not have to fight with an insurance company to get your claim processed provides a bit of comfort in an otherwise stressful situation, I highly recommend Pets Best!!
Insurer: Pets Best
By: Mary
100% Recommended
Healthy Paws has been an absolute blessing! I’ve been using it for over 10 years now, and my 15-year-old Yorkie, Sake, has gone through several health issues over the years. Healthy Paws has always been there to support us every step of the way. They have covered everything as promised, and I can honestly say that this insurance has provided me with invaluable peace of mind. I highly recommend Healthy Paws 100% for anyone looking to protect their furry family members. I’m incredibly grateful for the care and coverage they’ve given Sake.
Insurer: Healthy Paws
By: Gabriela
Horrible!
When I started with two dogs with this company they were great. The bills got insane on my older pet from them with NO CLAIMS. The premium went through the roof. My younger dog's premiums are now insane. Very few claims 2 years ago. This company will price gouge you. Expect it! I would not chose them! You call they are of no help. They have clueless customer service agents.
Insurer: Pets Best
By: Lisa
From Day 1, Pets Plus Us has been the best partner
We have been with Pets Plus Us for the past 9 years...ever since we brought our french bulldog puppy home. They have always been an amazing partner and we have had no issues with using them. Recently, our 9 year old, ended up in emergency care for swollowing a rawhide bone end. She was in the hospital for 24 hours, had it extracted, and subsequently on 7 days of medication. We submitted out claim the day we had the final receipt and we had our reimbursement back 8 days later. I could not possibly ask for a better experience. Thank you Pets Plus Us for always putting our family and loved one first!
Insurer: Pets Plus Us
By: richelle
Pet claims review
At, first I didn't understand how to make a claim. Customer service walked me through the process. Now, it takes no time. Last, the only thing that would make the process easier is if my animal clinic did the claim instead of me. I would like to address the process of the claims. Those who think the process is too long; never worked in the medical field before. I think the process is faster than human medical claims and only because I have worked in the medical field and did claims before. So, keep up the good work. For those who claim is too slow. Try creating your account online and make your claims that way. It is faster than any other way.
Latest 1 comments
Agreed 100%. At first I was totally confused but now that I know what they require for a claim (which is only a detailed paid invoice) and that visits SOAP notes, it’s very simple. I think some don’t want to put in the work of collecting the original info so they get snagged up. I took my dog to the vet on Friday.. he received a check up, 2 annual shots and the oral bordetella and 4 heart worm/flea tick preventative. Everything was covered at 80%. Had my check by Thursday the following week!
Poppy - Boston Terrier
My 7 1/2 year old Boston Terrier Poppy was diagnosed with a heart condition a few years ago and Trupanion has been so wonderful in assisting me by covering a good portion of her heart medication. As well, Poppy had a serious eye condition (corneal ulcer) in the Fall of 2023 where they also helped me by covering the expenses after the deductible. I appreciate their help so much.
Insurer: Trupanion Canada
By: Sharon