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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Fetch has gone from bad dream to nightmare
I purchased insurance for my new puppy from Petplan pet insurance. It was simple to use and they resolved my one issue quickly. Then they became Fetch by the Dodo, and I have indeed had to fetch for any assistance and feel like a dodo. Trying to submit a claim or even just log in to my account has been a bad dream. They have never been able to give me a password that would continue to work. Not long after they became Fetch my pet had his first seizure. They pay for nothing else, but they have paid 70% of his monthly medication after we run up our yearly deductible. For several years, I have fought each month to submit the same claim, for the same amount, the day after I pick up the prescription at the vets. A few weeks later I get get an email saying they are sorry about the delay that my claim is still in review. Eventually after months of a notices that I received a notice that I had not yet met my deductible. Then two or three payments, and the new year cycle begins again. A few years ago they refused to pay one month claiming that they had not received the claim with in the proper time frame. At that time there were still paper claims forms, and I had submitted that claim on both paper and through the new app, the day after the vet appointment. As instructed, I sent a dispute to main office. They have never replied. The app rejects me, I makes calls, each agent assures me that my password is straightened out. This month when I had finally reach the second payment for the year that gave me a notice that my claim was denied. Their reason was that I had no pet insured at their insurance company. A phone call gave me a person who explained that the account was closed. For whatever reason they had closed the account, they still owed me the payment for that claim. They had taken my payments and were under contract to pay. I was passed upline to an agent who said I had closed the account because the dog was dead. Explaining that the dog was sitting right beside me and we had not closed the account, I was transferred to a supervisor who came on the phone with, "My condolences on Charlie's death." She put me on hold for a while. She then explained that to get the payment due me, I would have to pay to reinstate my policy, and then trust them to send to a payment.
Healthy Paw protects you and your pets
I will definitely recommend Healthy Paw to anyone who is searching for a pet insurance plan. I chose Healthy Paw because it is the pet insurance plan with the most prestigious reviews on a Chinese social media platform Xiaohongshu (The Red Book). My cat was diagnosed with urinary blockage one month ago, and we have brought him to the ER & primary care several times since his issue was a little bit complicated. To be honest, I didn't expect Healthy Paw to be able to deal with my claims effectively. This is because I thought the total cost is relatively high (about $6000), and I know some of my peers who purchased pet insurance from other companies faced difficulties while processing their claims with relatively high amounts. My friends told me that it may be possible that insurance companies will purposely keep delaying the process or even deny it. So I even told myself not to be too surprised if my claims will not be processed. However, that's totally not my case with Healthy Paw. Healthy Paw processed all the claims for me. I really want to thank Healthy Paw for the protection it gives me. Just like Tim, a staff from Healthy Paw, told me, the Healthy Paws plan can play a part in assuring that our pets have access to the best available medical care. I will definitely recommend Healthy Paw to my other peers.
Insurer: Healthy Paws
By: Chunyi
Extremely disappointed in this insurance company.
I've had 3 events over the 8 years of my Shadow's life. I was declined once again after having submitted in June /2023 following a Lyme's infection in my dachshund / beagle cross. I submitted on-line after and uploaded the documents that were requested. Had to contact the vet myself. Now they have just returned to me after all this time to say I am now past the 30 days for completion. I've never missed a payment and put up with multiple increases over the past 7 years. Not happy, when we needed this coverage the most you of no help except to take money from us. I will be cancelling my policy. I hope people reading these reviews do not fall for their fraudulent ways.
Insurer: Pets Plus Us
By: Wendy
Healthy Paws is Great
Healthy Paws has been really great for us over the past couple of years owning a handful of a dog. Claims are processed VERY quickly (1-2 days on average) and they recently came through for us on an expensive ACL repair surgery. They even personally emailed me to follow up on how our dog was recovering, which was a nice touch.
Insurer: Healthy Paws
By: Sean
Trupanion reliably comes through
I don't normally write reviews. But Trupanion has been so consistent and reliable about covering my cat that it deserves people to hear about it. I insured my cat as a kitten 7 years ago. It turned out that the lovely kitten I had was going to be subject to several chronic health problems. For the first time in my life I'm on a first name basis with my vet because I see her so often. My cat actually has three vets: his ordinary vet and two specialists. I've lost count of all the ultrasounds, xrays, etc that he's had. Trupanion has paid it's share of every single one. The one and only time they quibbled was when we accidentally claimed for the same procedure twice. And the customer service sorting that out was extraordinary. Submitting claims is straightforward. Approved claims deposit straight into my bank account in a matter of days consistently every time. I don't have a single complaint.
Insurer: Trupanion Canada
By: Lynn
4 years in, nothing but good experiences
I've had insurance for my dog through Pets Best for about 4 years now, and I have only good things to say. About 1.5 years after taking out a policy on my dog, she started developing mast cell tumors. She had to have two tumors surgically removed and an additional invasive stomach surgery to check on a severe digestive issue, all within about 5 months of each other. The vet bills were hefty, but Pets Best covered their share of 90% of the bills with no fuss. My dog continues to receive quarterly check-ins with a vet oncologist, and Pets Best rightly counts those expenses towards my deductible, also with no fuss. Gives me peace of mind. Unless something dramatic changes, I'll be keeping Pets Best insurance for my dog, and using them for future pet insurance policies.
Insurer: Pets Best
By: Jonathan
Awful Experience - Will never trust this company going forward
This insurance company is a complete scam. During the introductory trail my 8 1/2 week olde enlgish bulldog got sick (phenomena), to the tune of thousands at the emergency vet hospital. The trail was suppose to cover to max of a thousand dollars which would of helped. Although after 2 months of claims, forms, re-submissions and reassessments I'm tired of fighting with them. They wouldn't cover anything ! My dog is now healthy and happy again. I'm only glad I discovered this now instead of paying insurance premiums for years into a insurance product that refuses to pay during a stressful situation. I feel bad for some of the other reviewers that were years into there coverage to discover this. If your considering pet insurance please shop around to another company, the last thing you need during an emergency is the stress of dealing with a terrible insurance company.
Insurer: Pets Plus Us
By: Bo
Wonderful
I have used Trupanion for all of the dogs I have had. They are a wonderful insurance company and I would recomend them to anyone. Wonderful service. Wonderful care. Wonderful interest. Thank you.
Stay away, run
Very first claim, was sent an email after an extended period of time, stating that my veterinarian had not provided the past one years worth of records. Before I could respond, within two or three days, I received an email with a denial on my claim Tried contacting customer service, and actually speaking with a human. Was then told that I needed to go secure all of my prior records for my pet from other veterinarians and scan and/or email to PetsBest. Seems like all the work is on the customer, the insurance company, simply taking your premiums and making random denials. I’ll jump through hoops this time, but if I get denial on something clearly covered. I’ll drop this insurance company like a bad habit. .
Insurer: Pets Best
By: John