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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ASK FOR KEVIN
Kevin was AMAZING. So helpful and real. Definitely feel like me and my dog actually matter vs just being a number. Thank you Kevin. You definitely make the difference between other pet insurance groups.
Insurer: Nationwide
By: Macy K
Frustrating, Complicated, and Contradictory Claims Process
We carefully chose this insurance for our puppy after doing a lot of research, especially to make sure his neutering medications would be covered. Unfortunately, the claims process has been one of the most frustrating and complicated I’ve ever dealt with. I filed a claim, and it took over a month before I saw in the app that it was denied because the vet records “weren’t received.” I never received any notice that the records were missing, and I would have sent them myself if I had. When I reopened the claim, I submitted the vet records personally and even received confirmation that they were received. Yet a week later, I was told the claim couldn’t be processed until the vet records were received even though receipt of them had been confirmed. Reopening the claim took several more months, and medications related to his neutering were denied as “routine care” despite being shown on the list of medications my policy covered. Responses to emails were often vague and took a week to receive. Because of these issues, we’ve since canceled our policy and switched to a different provider. I would not recommend this insurance.
Insurer: Pets Best
By: Brenna
MET LIFE PET INSURANCE IS A SCAM!!!
I would not recommend MetLife Pet Insurance to anyone. I have a 10-month-old cat who has been to the vet a handful of times and has never been diagnosed with any conditions. I recently started a new job and enrolled in MetLife’s pet insurance. I submitted a claim for a routine appointment, expecting it to go toward my deductible, but it was denied due to a “pre-existing condition.” What’s even more frustrating is that the insurance company essentially assigned my cat a diagnosis that no vet has ever given him—which is ridiculous. I reached out a week ago asking for an explanation and a reevaluation, and I still haven’t heard anything back. To make matters worse, I paid for the entire year upfront, so now I feel like I’ve completely wasted that money instead of putting it toward coverage that actually supports my cat’s health. Overall, this has been a very disappointing experience, and I would strongly caution others before choosing MetLife Pet Insurance. Met life- I would love a response from you guys!
Insurer: MetLife
By: Callie Hendry
Disappointing
I remembered why I left them before. Terrible processing claim time and lack of explanation on why the claim was denied. It was complete BS and I just don't have the energy to dispute it and wait another 4-6 weeks to hear back. You spend all this money monthly just to not even get to use the service provided. Pathetic to be honest.
Way too difficult to do claims
Way too difficult to do claims. Denials for no soap notes when standard office visits and vaccines don’t have soap notes. You’ve made it so annoying to communicate clearly that it’s not worth it. I plan to cancel all 7 pets I have on the insurance because it’s not helping at all.
Insurer: MetLife
By: Brian Schucker
Very Good
I have had some issues with my fur babies, but MetLife Pet Insurance has been there for me.
Insurer: MetLife
By: Elaine Gaughan
Multi pet insured
Greatful for multi pet discount and coverage options. Spot customer service receives a 5-star for friendly, knowledgeable service and relatively quick reimbursement for claims submitted due to recent visit to pet emergency, followed by a referral to animal eye clinic for diagnosis/treatment and follow-up checkup.
Insurer: Spot
By: Ann
Good communication
I had some questions and had to call several times.
Insurer: Trupanion
By: Lisa
Very easy and customer service was so…
Very easy and customer service was so friendly and professional
Insurer: MetLife
By: Katrina woolley
efficiency and promptness
efficiency and promptness
Insurer: Trupanion
By: Michele