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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HEALTHY PAWS- THE BEST!!!
Healthy Paws is AWESOME! I would give them more stars if I could. My 5 year old goldendoodle went septic (later to find out he INHALED a grass seed that burrowed in his lungs, causing penumonia, fluid around lungs that had turned to pus).. He was so sick he spent 6 nights in the ICU hospital for pets, had 24/7 care, emergency surgery, chest tubes to drain, feeding tube and they removed 1/3 of his lung where the grass seed was infecting the area. Needless to say we left with a $19,500 bill. Over $20k with meds, followup chest xrays later that week. Thank God we had pet insurance! Healthy Paws paid 90% of the entire bill. We received $18,600 within 2 weeks of the entire incident. I haven't even received money from our family's medical insurance that fast. I have told anyone and everyone about 'our' story. They allowed Jack to have the absolute best medical care. Without it, at some point, we would have had to make some really tough decisions. But because of it, we were able to say 'do whatever it takes to give him the best opportunity to live!'. As long as he kept fighting we did too. I am so happy to report 3 weeks later (today) and Jack is HAPPY AND HEALTHY and back to 100%!!!! Lucky us.
Insurer: Healthy Paws
By: Jana
TERRIBLE
THIS PET INSURANCE SAID THEY SENT ME AN EMAIL SAYING THEY COULDNT BILL MY CARD. INSTEAD THEY CANCELLED MY INSURANCE. SO I HAD NO COVERAGE. YOU WOULD THINK IF THEY WANTED THEIR MONEY THEY WOULD CALL OR SEND A LETTER IN THE MAIL. MY EMAIL IS NOT ALWAYS THE BEST WAY OF CONTACT. VERY BAD CUSTOMER SERVICE. BEWARE THIS IS HOW THEY GET MORE MONEY TO START A NEW POLICY.
Insurer: Healthy Paws
By: Regina
Latest 1 comments
We understand that there are times a policyholder's credit card used on the policy could be lost, compromised by fraud or that there may be a change in bank accounts, expiration date, etc. When an account goes into suspension due to the fact that we are unable to bill the card on file, we make every effort to keep policyholders up to date and informed about the status of their account. Multiple notices are sent via email, and a Notice of (upcoming) Cancellation is sent out via regular post as well. There is also an automatic grace period that is taken into account. However, if we do not hear back from the primary account holder (prior to the cancellation effective date) the account must be canceled. In order to be equitable to all enrolled pet parents, we cannot make any exceptions to this policy. We're sorry to lose you as a policyholder and hope you and your pets stay well.
Consistent and reliable!
We have had two cats with Pets Best for about 8 years now. Their customer service is consistently reliable and friendly! They have a very easy to use Chat feature which is really helpful for quick Q&A. Their emails from the customer support agents are always timely and informative. The uploading of claims and the submission process is super easy, and their coverage for services and treatments has been excellent. I would absolutely recommend Pets Best without reservation!
Insurer: Pets Best
By: Joshua
Excellent Insurance
I purchased this insurance knowing my little dog would need his teeth cleaned. So far this insurance is definitely worth it. They paid a substantial amount towards his teeth cleaning. The customer service is great. They are very nice and easy to work with. The claim process is super easy and payment gets deposited right to your account. Love it! I’m very happy with my decision to purchase Pets Best Insurance.
Parody of an insurance
Want to pay monthly premiums and not get covered when your pet needs healthcare? Like upholding your end of the deal and later realizing the company won’t fulfill theirs? Then this insurance is for you! My kitten developed eye redness after we purchased the insurance plan, and I went to the vet. The vet mentioned in the note that the cat had occasional sneezing (not the actual reason we went there, just as a side note). When it came to reimbursement, the claim was denied because the occasional sneezing was deemed as a “respiratory infection”, which, intern, was deemed a “chronic condition.” The cat had a history of upper respiratory infection prior to adoption, and hence they claimed it’s a pre-existing condition. I don’t know if the people reviewing the claims are smart fraudsters or just stupid, but as a physician, I can attest that it is not how URIs work. You are “allowed” to have them multiple times a year, it is not a “pre-existing” condition like cancer or diabetes; each episode, if spaced out in time, is a brand new instance. Furthermore, this has nothing to do with eye redness (conjunctivitis) for which the cat was treated for with ophthalmic antibiotic and had a corneal exam. Over a dozen hours were spent communicating with the insurance reps and countless neurons destroyed by the stupidity of their reasoning... Needless to say, I’m no longer their customer (they had the nerve sending me an invite to resume my membership; like yeah, why wouldn’t I!), and now I’m putting away the amount I would’ve paid for monthly premiums into a savings account, self-funding my pet emergency account, knowing that if I have an emergency, there will actually be money to cover my expenses.
Insurer: Pets Best
By: Stan
Real pet insurance
I can’t say enough about MetLife Pet insurance. Our pets are like our children and MetLife Pet treats them like they are as well. MetLife Pet insurance is real insurance that helps with the enormous costs of veterinary treatment. The MetLife Pet agents graciously help every step of the way and claim filing is very streamlined. I have shared my experiences with all my skeptical pet parent friends, and they are indeed encouraged and surprised. MetLife Pet insurance is the real deal. I highly recommend regardless of your pets age.
Great Experience During a Difficult Time
We had quite the whirlwind of a week with our 4-year-old French Bulldog. She had some respiratory issues early on and then some gastro issues later, which required surgery and various procedures. Could not be happier with Healthy Paws; they have been great and made a very difficult situation a little bit easier to manage. Customer service, the ease of the claims process, and continued follow ups on our pet's well-being are above and beyond what we would have expected when we first got pet insurance. Have and will continue to recommend to others.
Insurer: Healthy Paws
By: Matthias
The best
I appreciate you so much, o have had your insurance for my best friend for 9.5 years. I couldn't be happier. I tell everyone (I mean EVERYONE) about Trupanion, how helpful, caring, easy to use it is working with you. You have saved me from losing my sweet baby (Eric) Thank you.
Was a Huge Disappointment
I initially got this policy for a new very expensive pup that I got not too long ago. I was offered a bare bones policy by the sellers but, bought a full policy. I took the pup to the vet on Friday and the claim was not touched until a week later. Nonetheless, I purchased two additional policies for my other two dogs and, was planning to buy a 4th for the new puppy coming next month. However, there were gremlins in the system that didn’t allow me to merge the policies. For over a week I was unable to access the original account until today so I could link the other two policies. I tried linking them but, was unable to because the system didn’t recognized my email address. I have been working with them for over a week to resolve these issues with the website and to link the policies. I called again today to find out what email they had but the policy information and email at their end was correct. The agent told me that she was able to link the policies but, when I tried to access my account the system couldn’t recognize even the original account asking me to provide again my policy number but to no avail. I was already fed up with the whole situation and with the fact that MetLife as big as they are their IT people couldn’t figure out the problem, didn’t get a call back with the status of the trouble ticket, it was a monumental mess. Regretfully, I just told the agent to cancel my policies. She sent the cancellation emails and MetLife lost over $3000 in coverage for my 3 dogs. This was frustrating and disappointing to say the least, I would not recommend this company to anyone. Their process is complicated and they take forever to adjudicate a simple claim.
Insurer: MetLife
By: Guillermo
Avoid Spot insurance for any type of injury based coverage
Last year after my pup experienced an injury, I decided to get some pet insurance to help cushion the financial burden if a worse accident happened. Had minor claims 2 or 3 times, but then she injured her rear right leg, damaging her ACL, which required surgery if she were to be able to function normally and be able to play. She's only 3, and I can't imagine not letting her have the ability to run and play as she likes, but the surgery was over $5K. Planned to pay regardless, but thought the insurance could help cushion the cost, the whole point as to why I purchased it. We had previously sent over records from our primary vet, who had taken an x-ray the year prior, and said she MAY have hip dysplasia, so because of that SPOT denied the claim entirely. We went to a specialist for the surgery and got more X-rays, and the specialty vet confirmed she did NOT have hip dysplasia, we submitted the documents, and the claim was denied again. The customer service rep provided me with the appeals email, which over the last 3 months, I have emailed several times, and have not received a single response. I confirmed I had the email correct, and still nothing. They don't appear to have any intent of responding or even providing a show of considering an appeal. It seems that this agency is another predatory company in an unregulated industry. Avoid at all costs. Better off paying on your own and saving the monthly fee.
Insurer: Spot
By: Tanner