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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Great service
Healthy Paws was top notch in service and an actual person took time to check in on my dog to ensure that he was doing well after an emergency surgery, rather than sending some canned email. I was so touched that they genuinely were interested in my dog's well being and we weren't just a "case". I would highly, highly recommend Healthy Paws for any pet owner. They processed our claim quickly, answered all of our questions respectfully and timely and, again, followed up directly to make sure all was well. A++++++ service
Insurer: Healthy Paws
By: Donna
Bad Faith
Beware, they have the cheapest policy for a reason! I'm currently preparing for a bad faith claim against Embrace, and I would encourage the multiple other customers who are posting similar reviews to do the same. Paid for their service for an entire year for my two small, acute claims to be placed on hold indefinitely due to Embrace being "unable to obtain a prior physical from our vet to rule out pre-existing conditions". Please note, the diagnoses for these claims were "laceration" and "broken nail". Received several notices stating I did not need to take action, they would continue contacting the vet's office, and not to worry. Asked our vet to send the records to embrace, and they stated they had. I have used two vets offices in the past, but had only seen one of them within the past year. I contacted that vet myself and uploaded their physical to the portal within the requested time frame but continued to receive the "insufficient information" response. After multiple emails to Embrace about the status of my claims I finally decided to give up and cut my losses on the claim amounts. After calling to cancel and ask for a refund of my policy (since they withheld services for my claims due to "insufficient information" but continued charging my card) I was told I would not be able to be refunded for "their coverage provided to me" (again, none of my claims have been able to be processed. I would not consider that to be "coverage provided" and I doubt the bench will either). Per customer service since I had two vets listed in my portal they were awaiting records from the vet I hadn't seen in the past year (because they don't exist). Per the representative they have to have documentation from years prior even though I uploaded a physical from the other vet as requested. I called the other Vet myself and had records from over a year ago emailed to ME instead of requesting they be sent to Embrace. They were in my inbox within minutes, no questions asked.... Called customer service back and asked if they ever called the vet's office instead of trying to contact them via robot emails and was told "usually only after we have had several failed requests AND THE CUSTOMER ASKS US TO". Seems like they will do anything they can to take your monthly payment without working to help you or your pet! Hoping my claims will be fulfilled since I have taken action. If that is the case I will happily update my review from 1-star to 2.... but I'm not holding my breath.
Insurer: Embrace
By: Savannah
Great Insurance
I was reluctant to get insurance for my newly adopted furry baby, as I had pet insurance on my previous dog, with another carrier, and they would never reimburse any expenses. A friend told me about MetLife and that she was pleased, so when I adopted my new furry baby, I thought I would give it a shot. I have had an excellent experience with MetLife's coverage so far and would highly recommend them. In fact, I told a good friend about MetLife's pet insurance, and she purchased it as well and is also very pleased. It is good honest coverage. They cover what the plain advertises it will cover, and customer service is friendly and knowledgeable.
Insurer: MetLife
By: Kat
Total scam
Rejected claims with no explanation other than 'terms of service' for over a period of 6 months, emergency services, and ultimately euthanasia. The final one it was all written off with deductibles. You pay out of pocket for all services up front with the impression you can file a claim, and guess what.... wasn't worth the premiums and we canceled it for all our pets.
Insurer: Prudent Pet
By: Kenon
NATIONWIDE BEST PET INSURANCE
I have been using Nationwide ever since we adopted our Princess (Cavapoo). They are an excellent company. I go to the Vet than I take a picture of my invoice and submit for payment and they pay it in a few days. Great service.
From PetFirst to MetLife
We (3 dogs at the time) initially had Pet First insurance for over 13 years and they were fantastic- great service efficient and caring. Would give them a 10 rating! Then MetLife bought them and the first year was difficult as some claim steps were different and the prices really increased! After 3-4 years it’s getting better and always room for improvement- hard to upload all tests lab reports and SOAPS so I fax and had trouble after Covid getting the proper fax number so claims were not processed- finally got handled and now it’s much improved and direct deposit of reimbursement is a great feature.
Insurer: MetLife
By: Pam
Be Careful With Metlife
MetLife is no different from any other insurance scam. I was referred to a specialist’s to finally figure out why my cat keeps vomiting and and $3300 later we received our diagnosis along with a denied claim because it’s a “pre existing condition”. They covered the POC visit for this issue but as soon as a specialist is needed it’s pre-existing? I am cancelling my policy and not getting pet insurance again, total scam.
Insurer: MetLife
By: David
Best decision ever
We have a standard poodle, Barney who is 8 now, but he was quite sick twice. We did not have insurance on him and we called him the $6000 dog. A few months ago we decided to get another, Betty, and I debated on getting insurance,,I decided to get a cheaper plan and called Met life. The man I spoke with told me the better , more expensive plan is good for a puppy and I could always lower it as she got older so I followed his advice. I’m so glad I did. Betty also has been quite sick twice this year and has had 13 claims. All have been handled quickly and every person I have spoke with is so kind. I’m so GLAD I have this policy and I will never drop or downsize it !
Insurer: MetLife
By: Susan
Latest 1 comments
I totally agree with the above post. I've rarely had to call regarding a claim not covered. When I've had to there were no problems, everything was explained and gone over with me. I too was going to cancel and was told the same thing. They go above and beyond to help you. I would recommend MetLife Pet Ins. to anyone who asks!
Easy, Affordable, and Clear
I've used multiple insurance services for my pets over the years and have never had an easier time filing claims and getting help when needed. Everything is clear and when I've had to clarify they were fast to respond and resolve the issue.
Insurer: Lemonade
By: Rio
Healthy Paws - SImply fantastic
We've had Healthy Paws since we got TJ as a rescue and they've been simply fantastic. Unfortunately we've had to use their services far too often for TJ but each time their online claim service was super easy and efficient. I've set my payment option for direct deposit to my checking account and usually within three days of claim submission the payment is in my account. As with any pet insurance policy the rates do go up every year but I feel their annual monthly premium increase is quite reasonable and they never raise your rate other than the normal annual policy rate increase no matter how many claims you submit in my experience. The few times that I've needed to contact them by phone they've always been very efficient and helpful in resolving my issue. When originally shopping for pet insurance they had the best rates and coverage. They get ten stars in my opinion.