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.
71,493 total
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Dissatisfied
Embrace says it's a 30 day review period. It's not. Took at least 60 days. They also had wrong diagnosis on the review. Really hard to get through on phone. I paid one year in full. Asked for money back and only received partial return of money. They said I was insured during that time but policy says not insured until review is completed in 30 days. Took 60 days, no claims made, no insurance and only partial return. They are shady.
Insurer: Embrace
By: Denise
What changed in May/June 2023?
We have had Pets Best Insurance for most of our dog’s life. 5-star company with professional interactions and zero complaints. However, something changed in late May / early June of 2023. This was the first time I’ve had to wait for an answer (not reimbursement), on a submitted claim, for almost a month. I called customer service to make sure it wasn’t a mistake on my end, and I received this response “I see that you have had minimal time delays in prior claims. Do you understand that it could be between 14 to 40 days for a claim to process?” Am I the only one that did not know this? 5 Stars dropped to 3 Stars.
Insurer: Pets Best
By: Kevin
Outstanding Support
Outstanding support. Customer support is always top notch and speed of refunds are truly OUTSTANDING
Insurer: MetLife
By: Hunter
patient service access
awesome customer service with knowledgeable people
Great Service
Sadly our Siberian has epilepsy. This obviously results in many more trips to the Vet and/or emergency hospital. Healthy Paws has been there for us each step of the way. Filing a claim is super easy on their app and turn around time is reliable and fast. More than that, they check in on Duncan and truly care.
Great company!
I had a great experience with Lemonade!! First time filing a claim for my dog. It was super easy, excellent customer service and claim got approved in a day. Highly recommend!
Insurer: Lemonade
By: Alison
Compassionate Care
My elderly Bull Terrier needed a treatment plan focused on managing a chronic disease. Dr Greer listened. Together we developed a plan that allows my animal to be comfortable and enjoy his time remaining. I greatly appreciate Dr Greer and staff providing notes and paid receipt for services quickly. These documents are easily uploaded at Met Life My Pet's website. Met Life usually reimburses me from seven to ten business days. I will continue to be a customer, and should I adopt another dog, Met Life will again be my choice of pet insurance provider and Dr Greer my animal's doctor.
Process
I am so glad I decided to get Metlife for my 🐕. It was easy and with the app I recommend you have it. The representative Summer was amazing in explaining everything. I highly recommend getting it. Thank you Metlife for pets.
Insurer: MetLife
By: iris
Long time customer/Reliable Insurance
I’ve had all my dogs with Healthy Paws, and what I like with them is the ease of claim and their efficient response to each claim. They also provide a clear and detailed explanation of the reimbursement, which charges are covered and which aren’t.
Financial comfort at an extremely hard and painful time
My best friend Chewie was only a little over two years old, when he suddenly became very ill. After 4 vet visits and numerous tests, a pet neurologist diagnosed him with Pug Dog Encephalitis. The disease advanced so quickly and he was in so much pain, I had to let him go even though it was one of the most painful things I have ever experienced. The numerous visits to the vet and emergency vet were very expensive. Although the finance part did not matter at the time because I had to do everything I could to try to save him, I had to borrow from family members and used what little savings I had and we still lost him. Thanks to Metlife Pet Insurance, most of Chewie's care was fully reimbursed, even his cremation. The claim was settled in 10 days so now I can repay my family members. I am keeping his ashes in my special little pug urn made specially for him. I have a new pug puppy, Russell, and his now a part of the MetLife family. Pet Insurance is worth every penny and Metlife is the best. I recommend them 100%.