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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I'm grateful for ASPCA pet insurance.
We have had this insurance for a number of pets for many years. The claims are easy to submit and payment is prompt. What really made me decide to make an effort to promote ASPCA insurance by word-of-mouth and on social media were two transactions. First, we had a Rhodesian Ridgeback female who at about 12 years of age developed malignant melanoma. Our vet referred us to an oncology vet, who began the administration of a drug to slow down the disease. The drug was very expensive, over $600 each visit every few months, but it did allow our girl two more years of good life. When I first submitted a claim to ASPCA insurance, they denied it because they said it was an experimental drug. Our oncology vet had told us that it indeed was still experimental in humans, but was approved for use in animals. When I communicated this to ASPCA, they checked into it and immediately began reimbursing her treatment. They paid about half the expense of this drug, and our cap was reached just after her death. Second, our older cat developed a tumor under her chin, which was so hidden that it was well advanced when we discovered it. Our vet did a biopsy determining that the tumor was malignant and referred us to a surgical vet, who examined her and said he could remove the tumor but it would leave her grossly disfigured and she would probably have difficulty eating. We decided to let her go, making her as comfortable as possible until her time came, when we contacted a pet hospice, and they came to the home to give her a peaceful death. I got busy with many other matters and kept putting off submitting the claims for her. When I finally got around to it, it was over the deadline for submitting claims, and at first ASPCA insurance denied the claim on those grounds., and I understood why. Shortly thereafter, without any protest from me, I received an email that said the were going to reconsider and might make an exception for our claim. They did and recently reimbursed us for 60% of her expenses, after the deductible. What this demonstrates to me is that there are compassionate people at this company, that they are loyal to longtime clients, and that they work with you instead of in opposition. Thank you, ASPCA insurance.
Insurer: ASPCA
By: Sherry Cowden
I recently lost my fur baby and…
I recently lost my fur baby and submitting my claim for my pet was tough and yet easy to do in my current situation. Spot insurance quickly processed my claim and also closed my account earlier and prorated the last month bill. They were professional and compassionate in my time of need, definitely a great pet insurance. They still have my business with my other fur baby.
Insurer: Spot
By: Dennis Cruse
Great prices
Great prices. Easy enrollment! Thank you!
Insurer: MetLife
By: Mia
Thank you
Thank you. You've been very helpful to my cats.
Insurer: MetLife
By: customer
Ease of submission and reimbursement
Is good to have pet insurance when your pet gets injured, good to have when you need it. Is easy to file a claim and get answers within 3-5days
Insurer: MetLife
By: pti
seems to bescrimping on IT, customer service. Non on the billing dept. thoughilling dept
Long wait for customer service to answer the phone. When they did, they could not be of help because IT is not paid to work on weekends for embrace. It took five days for me to find a way to pay my bill.
Insurer: Embrace
By: andrew
Great experience so far
I've had Spot for less than a year and already had to submit 2 claims. I've had a great experience with Spot. The agent who signed me up was very nice and knowledgeable, and the customer service representatives I've spoken to have also been incredibly helpful. The process is fast and easy. I was worried that I would face issues (like all interactions with health insurance) but I was wrong! Spot even covered more than I thought they would. My only recommendation is to make sure you read AND UNDERSTAND your policy. Know what is covered, what is not covered, and when you will get reimbursed.
Insurer: Spot
By: Molly Maurer
Confusing, time consuming customer service
Customer service does not address questions about claims in a clear, efficient way. Instead they try to discuss claims unrelated to the reason for the call, and you will need to redirect their attention to your specific issue. This has happened to me several times over the years, but today was particularly surprising given my questions was very simple. They then could not point me to the claims policy information I requested. Edit: The number they provided in their reply is the same number related to my very complaint above. That's quite ironic.
Insurer: Healthy Paws
By: Lisa
Peace of mind
Fast and hassle free claim processing and no disputes about anything that is covered in our policy. It’s given us peace of mind, especially after our dog was diagnosed with what is a chronic condition.
Insurer: Healthy Paws
By: Gwen Seeley-Joosse