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.
77,088 total
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Wait time on phone was 45 minutes
Wait time on phone was 45 minutes. This is pretty bad when most companies now have the option to get a call back when a agent becomes available. Then changed my email address but now I can't log in to my account. Another 45 minutes on hold. Seriously something needs to change.
Insurer: Pets Best
By: Kelly Wilson
My heart broke… but fortunately we had insurance
My heart broke when a large dog attacked my service dog. The long recovery process has been challenging for all of us. The owner's dog never offered to help pay for the medical bills. Pumpkin Insurance never hesitated to pay out their share of my invoices, and therefore, with all the life-changing issues with KAZ’s health, at least I don’t have to stress over paying 100% of the medical bills. We are still in recovery mode, and it is still tricky, but now with PT, I hope my service dog can return to taking care of me.
Insurer: Pumpkin
By: Melanie Whaley
Charlene who assisted waa very friendly…
Charlene who assisted waa very friendly and efficient. Explained things thoroughly. Thank you
Insurer: Pumpkin
By: Mimorie
The agents are all very friendly and I…
The agents are all very friendly and I think that is really important.
Insurer: MetLife
By: haley
sadly i have to give one star
sadly i have to give one star - otherwise i would give zero. This company has zero customer service. Due to a life changing situation (stroke) we wanted to cancel the policy. they ignored several emails regarding cancellation and refund and continued the policy and now don't even let us cancel the policy - no access now to policy or log in but charged our credit card. The absolute worst experience in an already exhausting life changing situation. awful. the worst experience.
Insurer: Embrace
By: Heike Kraemer
Agent Todd Johnson is great!
The agent Todd Johnson was very informative, kind and patient. He helped us understand quotes, policies, etc.
Insurer: Nationwide
By: Crystal Lynn
You shorted me $116 on a claim
You shorted me $116 on a claim. Not trustworthy.
Insurer: MetLife
By: customer
Josh was super helpful and kind
Josh was super helpful and kind. I didn’t feel rushed and he answered my questions.
Insurer: Fetch Canada
By: Nk
so far so good - correction, EXCELLENT
Best -- they responded quickly to answer my questions when I needed to file a claim. They were supportive with my questions. Once I filed the claims, they reviewed them and sent me their determination within 2 days. BONUS -- the vet who answered my questions was the same person throughout my claim and understood how to work with me during the process. She was supportive, polite, kind and informative. Worst -- for non-insurance people like me, I did not know what all was covered. I mentioned irrelevant details on the claim that was used as a reason to decline coverage on one of my claims. Unknown -- I will be expecting insurance checks for the other claims that were partially covered in the next 10 days. I hope there are no delays. **** update -- I received the checks today! Great timing, fast turnaround. ****
Insurer: Prudent Pet
By: abredyyahoo.com
Claim nightmare
When submitting a first claim, Spot keeps insisting on requiring health records for our cat from 1/1/2024 to the present. This cat is a 14 month old rescue with no health history before 10/2025. We supplied all heath records we have from the rescue shelter and our new vet, but Spot refuses to process claim. We are now trying to cancel account with Spot and are running in to a new series of road blocks.
Insurer: Spot
By: Furious