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.
77,075 total
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Terrible nightmare experience with pets…
Terrible nightmare experience with pets best. Wrongfully denied 2 claims because they “didn’t receive records” even though my vet faxed them 5 times, I uploaded them, and emailed them and their customer service confirmed they had them. I was told they would reopen the claims never did. They are essentially scamming consumers at this point. Company went extremely downhill after it was bought by independence pet in 2024. Wait times 1-2 hours, customer service has no idea what they’re talking about, they’re extremely rude condescending and passive aggressive. I called 10 times over 2 months trying to resolve my issues was told something different each time, and I requested a callback from a manager multiple times and never got one. Absolutely terrible company, please avoid using them in 2025 save yourself the heartache/headache
Insurer: Pets Best
By: Tj Silva
I strongly advise against purchasing…
I strongly advise against purchasing car insurance through Sonnet. My sister and I obtained a policy with Sonnet while we were students. When I stopped driving the vehicle and needed to have my name removed from the policy, we attempted to contact Sonnet repeatedly to make this change. From August through January, we made numerous phone calls and sent multiple emails using the contact option on their website. During this entire period, we received no response and were unable to reach an agent. Because Sonnet failed to respond or document our requests, there were no agent notes on our file. As a result, our policy remained unchanged despite our repeated efforts to correct it. Eventually, due to the ongoing lack of communication and the financial burden, we decided to cancel the policy. After this, Sonnet withdrew approximately $1,400 from our account. When we were finally able to speak with a representative, we were told the money would not be refunded because there was “no record” of our prior communication, even though the lack of documentation was due to Sonnet’s failure to respond in the first place. Additionally, our participation in the Shift program was affected because I was no longer driving, which caused location data issues that were never addressed due to Sonnet’s inaccessibility. Payments also increased significantly without adequate notice or explanation. Overall, the lack of communication, accountability, and customer support created serious financial stress. Customers should be aware that unresolved issues may not be documented, and this can be used to deny responsibility later. Based on our experience, I would not recommend Sonnet.
Insurer: Sonnet
By: zaina luthon
My questions were answered…
My questions were answered comprehensively and the process was seamless.
Insurer: Nationwide
By: Julia Hall
Easy to use claim system
Easy to use claim system, very prompt refunding. Staff are lovely if you have any questions.
Insurer: Pumpkin
By: Oonagh
Art was great
Art was great. He helped me find another policy. I am upset that the coverage my dog received is no longer available. Genetic coverage and internal things like cancer not covered. As pets age things happen and now no coverage for those things. You forget about the senior dogs. Do better.
Insurer: Nationwide
By: customer
Best pet insurance for my 2 Dogs a Shih Tzu and Goldendoodle
I have had a great experiance with my Veternarian Stockbrige Animal Hospital with excellent service and Best Pet insurance. It was easy to submit claims . All claims was reimbursed within 2 weeks Highly recommended
Franklin was super nice and transparent…
Franklin was super nice and transparent with me, he was beyond helpful. I genuinely appreciate his help.
Insurer: Nationwide
By: customer
You are making too many mistakes which…
You are making too many mistakes which is not only costing your customer money, but wasting our time. Your hold times are too long.
Insurer: Healthy Paws
By: Chute Adrienne
Great claim turnover time
My claim was completed in just a few days. In addition, customer service is always exceptional!
Insurer: MetLife
By: Mary McKenzie