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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SPOT IS A SCAM
Honestly, I could be brief and say “f*** Spot” but anybody who loves their pet deserves to know why Spot is a terrible company that does not deserve your money. You and your pet deserve better than their b.s. We obtained pet insurance thinking it was the responsible thing to do. Our cats are our family and we want nothing but the best for them. After one of our kitties sustained an injury (tore her CCL) we were devastated, but we foolishly thought “at least we have pet insurance”. We submitted what should have been a straight forward claim with Spot. We have accident coverage, she had an accident, she should be covered, right? Instead, Spot denied the claim almost immediately, but not before altering the claim we actually filed - from the CCL tear to periodontal disease. We found that Spot had dug through our cat’s veterinary record to find any excuse they could to deny a claim and settled on that small note from several years ago. Never mind that periodontal disease is the #1 most common health condition in cats, never mind that it can be effectively and quickly treated, as it was in our case. Regardless, Spot claimed that this “preexisting condition” was enough basis to deny the claim. Spot, perhaps recognizing the flimsiness of their own excuse, also claimed that ligament deterioration is due to a common ailment in CANINES and that that was enough basis to deny the claim. I had to remind Spot that dogs and cats are two very different species and that we were not seeking coverage for a minor case of gingivitis, just the ADVERTISED COVERAGE for accidents. Spot spent several weeks mulling our appeal only to double down on their unwillingness to fulfill their end of the bargain. We have paid every bill on time, provided every piece of documentation asked for, and even got a letter from our veterinary surgeon, but spot still had their rejection letter ready to go. Spot’s unwillingness to actually cover their clients with valid claims is absurd, frustrating, and criminal. I am now left with a mountain of debt and profound sense of betrayal. Spot doesn’t care about you or your pet. They are predators who prey on one’s love of animals. They have mastered dodging phone calls, ignoring emails, fraudulently altering claims, and skirting contractual obligations. Know what they can’t do? Help you when you need it most. Do not give spot a single cent of your money. You’d be much better off keeping your $20/month in a high yield savings account, or even a coffee jar. To anyone at Spot who may be reading this: you should be ashamed of yourselves. Your greed and brazen lack of empathy have made an enemy for life whose singular goal in life is to steer as many people as possible away from your terrible “company”.
Insurer: Spot
By: Todd
As soon as you put a claim in they…
As soon as you put a claim in they inform you every step of the way.
Insurer: Spot
By: Frank Calisi
Lenghty Processes Overall
Filing claims is extremely lengthy for one. Two, before I ever filed a claim, somehow another customer filed a claim on my policy to which I had to wait on the phone for 45 minutes to resolve the issue. Very unprofessional overall and not worth the $$.
Insurer: MetLife
By: Bradley M
Emergency Vet Visit
We had to take our pup to the emergency vet, thankfully it turned out to be nothing serious. I use the Spot app all the time, all you do is snap a picture of the invoice and send it in. Within a few days they process and we have direct deposit so we got our reimbursement quickly
Insurer: Spot
By: Shiloh
Respect and responsive to Policy Owner's Concerns
I am a new policy holder with Embrace with recommendation from my USAA policy request. As is standard practice Embrace was thorough and diligent in reviewing my pet, Sophie (a 3 year old lab) history and reporting their assessment. It contained two pre-existing conditions one of which was an error from my SPCA. The representative made it clear what the conditions were and how best to communicate any errors. After considerable time, the Vet finally responded to Embrace recognizing the error and requesting a removal of the Dental preexisting condition. I am completely amazed how promptly this was accomplished by Embrace. And appreciated Thanking me you for my patience as we got to the bottom of this case and of course, thank you for continuing to choose Embrace. I have complete trust that requests of my policy will be assessed, analyzed and responsive with the utmost professionalism and respect for my concerns.
Insurer: Embrace
By: Sarah
Knowledgeable
Knowledgeable, helpful, expedient. Jeremy was able to get my lil guy insured. He answered most of my questions before I even asked them with the information provided. It was a quick and painless process.
Insurer: Nationwide
By: Quincy
I called Fetch and spoke with Josh
I called Fetch and spoke with Josh. Josh was super helpful in answering all my questions so I could finalize the policy for our new cat. Previously I emailed with Amanda who was also very helpful. Thank you!
Insurer: Fetch
By: KH
It couldn't have been handled any…
It couldn't have been handled any better. From the simple upload of records to the quick turn around of reimbursement (1 week!) I'm thrilled with the service and happy to recommend it to others with pets.
Insurer: Spot
By: Kathy S
Spot is great
I had a great experience with Spot Insurance when I had to take my cat to the vet while she was ill. The claims process was straightforward, communication was clear, and they really came through when I needed support during a stressful time. Knowing I had coverage made a big difference, and I felt confident my pet was taken care of. I’m very glad I chose Spot and would recommend them to other pet owners.
Insurer: Spot
By: Jorge Velasco