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.
75,243 total
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Exceptional!
Pet Best has exceeded every possible standard I can image. The online claims process is simple and straightforward. The claims have been handled promptly and the explanation of benefits have been presented in an easily understood fashion. My dog George has suffered through multiple surgeries and serious illnesses. It is a great comfort to know that with Pet Best I do not have to make any compromises in the quality of her care
Great Service
I spoke to Aileen Andino when I called to add my two new kittens to my account, since I wasn't sure the multiple cat discount was being applied. She quickly added it and got me set up, then tried to connect me with another department regarding my existing kitty's account. Since they had left for the day, she offered to follow up once they were back in the office - really went above and beyond!
Insurer: Fetch
By: Gena Simmons
Great experience with Sonnet for the whole family
Great experience with Sonnet for the whole family. When my parents got into an accident, Sonnet was super helpful and my parents felt taken care of the whole way. Customer service has been stellar whenever we needed guidance.
Insurer: Sonnet
By: Creesia Mendoza
Massive 62% Premium Increase With No Meaningful Notice — Extremely Disappointing Experience
I’ve been a Nationwide pet insurance customer for years, and what just happened with my latest renewal has completely eroded my trust in this company. My annual premium increased 62% in one cycle — from $495.99 to $780.96 — with no clear advance warning, no plain-language explanation, and absolutely no recourse or escalation process available. When I contacted customer service, I was told the increase was due to “state factors,” “breed factors,” and “territory factors,” but no one could explain why these suddenly justified such a dramatic jump. I was also told that individual policies cannot be reviewed, adjusted, or appealed — not even when the increase is this extreme. Even worse, when I asked about switching to a different plan, they couldn’t tell me which of my dog’s existing conditions would be excluded until after I canceled my current policy and reapplied. In other words, the only way to try to lower my premium is to gamble with my pet’s health coverage. This feels unfair, opaque, and deeply anti-consumer. I’ve now filed complaints with the Texas Department of Insurance, the Better Business Bureau, and the Texas Attorney General. I want other pet owners to be aware of how little protection or transparency they can expect if Nationwide raises their rates without warning. I strongly recommend looking at other providers before choosing Nationwide for pet insurance. I genuinely wish I had.
Insurer: Nationwide
By: Matthew Stogner
They have been so polite and helpful…
They have been so polite and helpful every time I call I love doing business with y’all
Insurer: Prudent Pet
By: annabarrieryahoo.com
Amanda was thorough in explaining my…
Amanda was thorough in explaining my policy and very easy to speak to. She answered all my questions and was just super friendly!
Insurer: Fetch Canada
By: Kayla Dewhurst
I had a very poor experience with a home insurance
I had a very poor experience with Sonnet. I had to cancel a credit card due to fraud and a single failed payment triggered a rigid, automated process that was never clearly explained. I updated my credit card as soon as I received the replacement, received confirmation that it was successfully updated, and reasonably expected Sonnet to process the payment before or on the due date. Instead, my policy was cancelled due to internal system rules that were not properly disclosed. Communication was confusing and inconsistent. I received contradictory messages, including payment confirmations followed by claims that payments were still owed. The lack of transparency, accountability, and clear communication made an already stressful situation much worse. I do not recommend Sonnet.
Insurer: Sonnet
By: Sop
Eileen was very helpful and answered…
Eileen was very helpful and answered all my questions and concerns.
Insurer: Fetch
By: Dinkleboo
Great customer service
Great customer service, good reviews and easy to use
Insurer: Prudent Pet
By: Ann LaMarr
I hadn't had much trouble until…
I hadn't had much trouble until November of 2025, when their website and online portal stopped working properly. My claims backed up, and it got very confusing. I am certain I will miss out on some benefits as a result since it was difficult to keep track of things, especially since their email notices don't give you enough info to know what the issue relates to.... That said, at least all of the people I was able to finally reach by phone were very nice and, although they couldn't resolve the site issues, I appreciated that they were trying as hard as they could.
Insurer: Pets Best
By: TRACY MOON