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.
72,682 total
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Unacceptable Service: 4 Years of Premiums for Contradictory Denials and Incompetent Support
I am extremely disappointed and frustrated with Pets Best. I have been a loyal customer since 2022, paying premiums monthly for 4 years without a single claim. Now that my cat finally needed surgery for Tooth Resorption—a condition that clearly developed recently—Pets Best has done nothing but give me the run-around for over two months. The lack of consistency is appalling. My EOB states "additional information is needed," yet I received an email stating the claim is "not covered." Which one is it? I have provided all medical records showing my cat has been healthy and asymptomatic for years. Medically speaking, if this were a "pre-existing" condition from 2022, it would have been impossible for my cat to remain healthy and pain-free until 2026. Their customer service is non-existent. I have spent weeks trying to get a straight answer, only to be met with contradictory statements and bureaucratic delays. It feels like they are intentionally making the process difficult to avoid paying a legitimate claim. I will be filing a formal complaint with the State Department of Insurance and taking my business elsewhere. DO NOT trust this company to be there for you when your pet actually needs help.
Insurer: Pets Best
By: Yicheng
Very responsive
Very responsive. Claims include thorough response and are quick and easy!
Insurer: MetLife
By: customer
I had an excellent experience with spot…
I had an excellent experience with spot pet insurance. Filing a claim was incredibly simple and straightforward, and the entire process felt smooth from start to finish. I submitted the required documents online, and everything was clearly explained, which made it stress-free. What really stood out was how quickly my claim was approved—there were no unnecessary delays or back-and-forth requests for additional information. It was reassuring to see such efficiency, especially during a time when I was already concerned about my pet’s health. The reimbursement was processed promptly, and the communication throughout the process was clear and professional. Overall, this experience gave me a lot of confidence in my decision to have pet insurance. I highly recommend them to any pet owner looking for reliable, hassle-free coverage.
Insurer: Spot
By: MAC
Aileen made it super easy to figure out…
Aileen made it super easy to figure out the best option to choose for our future baby! Happy we now have insurance on our pup!
Insurer: Fetch
By: Guisela Padilla
Excellent Pet Insurance
Easy to use app with everything I need. I can submit a claim through the app with immediate confirmation of receipt. It takes less than 2 weeks for MetLife to review it, make their decision and direct deposit any reimbursements. Customer service is helpful when needed and will even let me know if they are having a hard time getting documentation from the Vet’s office. I’ve been a customer for over 2 years.
Insurer: MetLife
By: customer
Quality & Efficiency for your Pet!
Spot Pet Insurance is everything my husband and I have been looking for in an insurance company for our dog so far. We love the simplicity of submitting claims when we have to, the relatively fast processing time, and the ease of use when having to interact with the website. We had to use the vet access feature through the phone once and the person on the other end of the phone was so patient, kind, and caring. It really helped— especially when we as pet parents were already anxious about our dog’s symptoms when they were ill. Spot Pet Insurance is where you want to go for quality care for your beloved pet.
Insurer: Spot
By: Tiffanee-Symone J.
I have paid annually $1000 in premiums…
I have paid annually $1000 in premiums for a healthy 3 yo dog who rarely seeks care, yet when she did go, they denied the claim which was less than one years worth of premiums. Then they auto renew despite not accepting an offer of replacement coverage notice, so be careful giving them your credit card. Dog insurance is optional luxury, so I decided to self insure. This used to be a good carrier. Now, I am ending my relationship with this toxic entity. They don't know which customers to keep.
Insurer: Nationwide
By: customer
Spot Pet Ins. Great coverage - 80%/$5K
Spot Pet Insurance that we enrolled in as of April 2025 with coverage for our two Chihuahua's has been great ! Their Claims Service Dept. has been very responsive & quick to act on our multiple claims for our pet from (meds to major surgery). Their several requests for additional medical records on our pet was handled quickly. The autopay for monthly premiums is great! Claims submission & reimbursement via direct deposit has been Excellent ( 7-10 days) Very satisfied with insurance at present!
Insurer: Spot
By: Ed Bryce
Submitting an appeal.
While I was looking for pet insurance, our puppy had a bad episode of vomiting & diarrhea. He had giardia. 2 months after I got the insurance he was brought in again for the same symptoms. This time it was pancreatitis. For sure I thought the insurance would reimburse me but it was denied because it was seen as a pre-existing condition. I called metlife & spoke with Rose, explained our story & she assisted me in appealing our claim. She was very informative & detailed in getting it done. I sent in the appeal form with a health statement stating that these episodes were not related & a new diagnosis. Within a week I was reimbursed. The prescription food that our dog needs is also covered by the insurance now. Submitting a claim is very easy. Although submitting accurate documents are important so that the insurance can understand the difference in each claim. I'm glad I found this insurance company thru my work. I really appreciated Rose's patience & assistance.
Insurer: MetLife
By: Millie