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.
71,297 total
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Infuriating Experience with this company
I have been given the run around from the insurance company regarding a claim for my dog. I am being told that documents I uploaded are missing. I have been on the phone with three different people who all assured me they had everything they needed and I get told documents are missing and it’s a different document every time. I had a chat agent end the conversation in the middle of trying to resolve this issue. I have emailed documents over multiple times and even pulled up the claim in the app and was looking at the apparent missing document attached to the claim. I am so tired of being given the run around. They think I’ll forget about this but I’m not going to. I expect my claim to be processed and to be reimbursed for the amount promised on the policy.
Insurer: MetLife
By: Samantha
100% happy as always with customer care, coverage
I've always had excellent customer service with pets plus us. All staff super friendly & knowledgeable. They also helped me Navigate an easier way to submit my claims through the portal. Super patient with my limited experience. Very fast turn around.
Very helpful company
We are very pleased with everything that Pets plus Us have done to help with the costs of covering vets costs. They have great customer service, understanding, and always willing to walk you through the steps for your claim.
Pets Best Insurance is the Best
I am very pleased with my insurance coverage with Pets Best. I purchased the Wellness and the Illness coverages to make sure my little girl gets the best treatment. I chose the 90% reimbursement and no limit on the regular coverage, at less than $100 a month my girl is completely covered from head to tail. Pets Best paid my claim fast, their service is awesome, their people are wonderful, helpful, courteous and friendly. All of which makes for a great experience when you have to use your insurance. I will keep Pets Best. It is definitely one of the best insurance carriers for animals. If anyone needs insurance for their pets, you should check out Pets Best.
ASPCA insurance is great, I've been a loyal customer
ASPCA insurance has been very reliable for my girl Kali. Easy process in submitting claims and helpful friendly customer service. My pittie has been having really bad skin allergies this year but coverage has been great from ASPCA insurance. Appreciate you!
Love this Company.
It is so nice to be able to submit a claim and have your money back with in a weeks time. Also when ever I have called the person was knowledgeable and helpful. I recommend this company to everyone.
Insurer: ASPCA
By: Lisa
Not happy with Trupanion
Not happy with Trupanion at all. I just got a new dog and decided to try the free one month trial Trupanion offers after my vet check. They took an entire week to get back to me to let me know the pending approval was refused. I don't know why it took a week for them to figure out they were not going to cover me. Their reason was because the itching my dog has is considered a preexisting condition because I brought him in a few days earlier for a dermatitis issue and they say its the same thing. I just got this dog and brought him in for a general wellness check and saw that he had a discolouration on his back leg. He was not itching it or anything, was just something I noticed with his white fur and I had just rescued him from the humane society as he came from a puppy mill. He came to me with this so thought I would bring it up to the vet. Then a few days later, I came back to the vet for recheck to make sure everything is fine and noticed that over the next few days he started scratching his body a lot so I was thinking he had allergies. A totally separate issue. When I tried to use the insurance I was under to get the allergy medication, they took forever to get back to me and then declined so it just feels like they were trying to find any loop hole or reason to not cover me because I was on a free trial and not paying them. I will not be continuing with this insurance as they have lost my trust due to this experience over my trial period.
Insurer: Trupanion Canada
By: Natasha
THANK YOU HEALTHY PAWS!
Words can't express how grateful I am for your kind words checking in and most importantly Phoebe's insurance policy. She is the first dog I have ever decided to "insure" and I have rarely really needed any large amount to cover expenses, but this most recent surgery maxed out my credit card and left my bank account at zero. I am fortunate enough to have a family who helped me get rent and other things covered, but I am so thankful that 80% of her surgery was covered, and most importantly to relieve stress the direct deposit went through so quickly. This allowed me to focus on her recovery and her care which is my number one priority! I would like to think that I would have gone with surgery even if I had no insurance, but I don't know how true that is. Unfortunately, one option my long time veterinarian brought up was palliative care until eventual euthanasia. For that reason, I sought a second opinion and have switched my veterinary hospital. It was so hard not to have an answer and I was honestly struggling to stay positive. Phoebe was in pain, struggled getting up from the ground, and her right rear leg could not bear much weight if any at all. She looked at me everyday like she was asking for me to help and it was heartbreaking. I felt on a daily basis that I was failing her. Through my second opinion, the options seemed more bright. We were referred to a specialist who reviewed her x-rays and came highly recommended. She relaxed in his care. I trusted him. We decided to proceed with the surgery option. It was the right choice and went great! After her surgery, the first five days were the hardest because she really didn't sleep much: 1 hour the first night, two the next, and progressively more each night. Like her sleep pattern, she has also been more and more able to walk, and bearing more weight each day on her right rear leg (the surgery knee). She will begin short walks in the neighborhood next week, which will be the first time she has left our home in over two months besides vet visits. We have a follow up appointment next Monday, but I felt you deserved a little more of an update than a short email. THANK YOU HEALTHY PAWS!
BEWARE!! UNDISCLOSED POLICY TERMS FOR FILING CLAIMS
HAD INSURANCE FOR 4 MONTHS, CAT WAS ILL. $600 VET BILL.ACCORDING TO ALL THE INFO I WAS GIVEN WHEN I SIGNED UP, ALL I NEEDED TO PROVIDE FOR CLAIM WAS NOTES AND INVOICES FOR COVERED CLAIM. WHEN I TRIED TO FILE, I WAS REQUIRED TO SUBMIT COMPLETE LIFETIME VET RECORDS FOR MY CAT!!!!! THIS IS IN THE "FINE PRINT" OF THE TERMS AND CONDITIONS BUT NOT DISCLOSED UP FRONT. THIS IS TOTALLY DISHONEST. BADLY DONE FETCH
Insurer: Fetch
By: c
Customer Service - Tracy
Thank you to Tracy for helping me find options for my senior dog's insurance coverage. I am currently going through financial challenges and I did not want to cancel my pet's insurance. I appreciated Tracy's friendly voice and assurance that there are options for my pet. Chef and I appreciate you!
Insurer: Fetch Canada
By: Diana