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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One of the best decisions I’ve made
Getting Trupanion pet insurance through Chewy was hands down one of the best decisions I’ve ever made as a pet parent. During an incredibly stressful situation with my kitten, Trupanion made everything so easy when I needed it most. They pay the vet directly (as long as the vet is set up), which was huge for me. I simply asked my vet if they would sign up and they did. Because of that, I didn’t have to wait for reimbursements or front thousands of dollars. Claims were approved within minutes, and the relief I felt was unreal. On top of that, their customer service is amazing. No endless call tree, no robots, when you call, you get a real human being on the phone who is kind, helpful, and efficient. I insured my kitten at just 8 weeks old, and I cannot stress this enough: get your pet insured as soon as you bring them home. It will save you money, stress, and so much emotional energy when something unexpected happens. Honestly, I can’t say enough good things about Trupanion. They showed up when it mattered most, and I’m incredibly grateful.
Insurer: Trupanion
By: Naresh Mar
Jack had surgery for a swollen gland in…
Jack had surgery for a swollen gland in his mouth from a dog attack that transpired and caused broken teeth that we were not aware of at the time. They reimbursed us the amount agreed upon after deductible and has been very helpful and friendly helping our pet so we added our other English to the insurance. Karley Gulash was very forward and helpful with understanding what would be covered and what was needed for ziva. Great place so far!
Insurer: Fetch
By: Kendra Brittain
Easy
Easy, details for coverage are easy to understand and are made very clear.
Insurer: MetLife
By: Manuel Pablo
Extremely disappointing
I had an extremely disappointing experience with Pets Best. My dog required emergency surgery for an acute foreign body ingestion. Despite the condition occurring after the policy waiting period, Pets Best denied the claim as "pre-existing" based on a single assumed note in the medical record. What's most troubling is that the treating veterinarian provided a signed written clarification confirming that the assumption was incorrect and denial was based on inaccurate history. Pets Best refused to consider this correction and continued to rely on the assumption to deny coverage. The appeals process felt one-sided and inflexible, with little regard for corrected medical evidence or fair claims handling. I ultimately had to file a complaint with the Hawaii Department of Insurance due to the way this claim was handled. I strongly recommend that anyone considering Pets Best read reviews carefully and understand that claim denials may hinge on technicalities rather than facts.
Insurer: Pets Best
By: Alvin Delfín
Our little fur baby had an emergency…
Our little fur baby had an emergency and when I submitted my claim I was contacted very quickly saying that they had covered a good amount of my bill.
Insurer: Trupanion
By: Debbie
Excellent customer service
Excellent customer service. I appreciate the time that the agent took to help me understand my plan.
Insurer: Nationwide
By: Karen
Customer service agent ability to…
Customer service agent ability to explain clearly
Insurer: Sonnet
By: Mo MATNN
Great phone service at Nationwide pet insurance company
I spoke with Alex Artiles and he was really helpful walking me through the coverage options. We got disconnected right at the end of the call and he called me back to confirm the plan coverage. He was super cheerful and very nice!
Insurer: Nationwide
By: Cherie Buszczak
Representative was wonderful
Representative was wonderful. Professional and informative.
Insurer: Nationwide
By: customer
LOST A LOYAL MEMBER AFTER 6 YEARS
I was a member for 6 years. I called to ask about if my policy covered hospitalizations or accidents (as it was unclear on the new declaration/yearly increase sheet they sent) and the Rep could NOT give me a straight answer. I have had NO CLAIMS, none of my pets had pre-existing conditions, nothing currently is wrong, but looking ahead in case they ever needed surgery or had an accident... He could not give me a straight answer, and said it depends on pre-existing conditions, if you were in your "waiting period after initial enrollment" lol lol lol , etc. etc. I told him I was a member for 6 years, no pre-existing conditions, no claims ever submitted. It was like he was reading from a script and NOT Hearing what I was saying... He truly did NOT care to help me... I asked to be transferred to CLAIMS as they had on file all my info when I enrolled my pets and told him perhaps they could answer my questions about coverage. He REFUSED to transfer me. So, I canceled my policies. I even e-mailed Pets Best about what happened, no response.. Guess they don't care if they lost a loyal client who had 4 cats insured and who used to recommend them to people...
Insurer: Pets Best
By: Diane M.