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.
75,243 total
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I used to love Trupanion, not anymore
I used to love Trupanion, always quickly responsive with claims. Then, they turned down a claim saying it was a precondition even though back in 2022 they paid for an extraction and the medication used, they said they don't do dental cleaning, but they did pay for the above. I sent a claim in this month for 11 extractions and they paid nothing. They said it was a pre existing condition. Conveniently my claim for dental in 2022 was missing from the website. I think this company might have changed owners? anyway, not paying for extractions due to abscess and claiming pre existing condition so they don't have to pay $4000 is despicable.
Insurer: Trupanion
By: Tami
Very easy and clear instructions
Very easy and clear instructions
Insurer: MetLife
By: Karrie Wagner
easy to submit claims!
easy to submit claims!
Insurer: MetLife
By: Joanne
Timely processing of my pets claim.
Timely processing of my pets claim.
Insurer: Pets Best
By: James
I am new to Fetch
I am new to Fetch, but Aileen was extremely helpful and walked me through the whole process. Explained everything I need to know.
Insurer: Fetch
By: Customer
Quick to deny, slow to process
Quick to pick apart and deny claims. When it comes to getting the reimbursement, there is no hurry on Petsbest end.
Insurer: Pets Best
By: Robin
The team at Pumpkin is very effective…
The team at Pumpkin is very effective and very quick on dealing with claims or any questions I may have
Insurer: Pumpkin
By: Carin
+-Wonderful Caring People to Speak to
+-Wonderful caring people to speak to, and service beyond excellent. Lightning quick approvals and payments. I cannot say enough about Pumpkin. So glad that we decided to get it for our pets. Keep up the fantastic work. *
Insurer: Pumpkin
By: Lisa
Customer Service
This is my first time purchasing pet insurance through this company. I am hoping for great customer service where the cost of the insurance is worth the coverage. I am hoping not to get the runaround with customer service where reimbursement is not worth the monthly expense.
Insurer: MetLife
By: Patricia Haliscak
Customer Service Grossly Misrepresents Policies
My pet insurance policy was misrepresented to me prior to purchase, but Embrace is telling me that they don't uphold anything said by their customer service reps. I attempted to clarify a policy detail with customer service prior to purchasing the policy and they assured me that only pre-existing conditions were not covered by the policy. The reality is that any condition which the insurance company deems related to a pre-existing condition is additionally not covered by the policy. In my case, one of my cats has Entropion, which is considered a pre-existing condition since she has had it since birth. I paid for the surgery to correct it, but now Embrace informed me that any eye conditions (for example, conjunctivitis) will not be covered at all by the policy unless the vet can clearly attribute the cause to an injury or other illness. If they cannot, they will just assume the eye condition is related to the pre-existing condition (Entropion). This is a gross misrepresentation of the policy given that I explicitly asked customer service questions to try and understand what was and was not covered, and this exclusion was not mentioned to me.