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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Infuriating process
Several claims take months to get processed, requiring multiple phone calls to reopen claims that were closed because my vet did not get them records they request in time (which was only a few days, totally unreasonable amounts of time). The customer service reps are kind on the phone, but ultimately have no actual knowledge of what is happening, and its impossible to get someone who actually deals with the claims on the phone. They regularly say they will follow up in 3 to 5 days, and never do, I always have to call again if there is still a problem after a week. My last claim was closed after my vet took 3 days to get them the med records they required (even though it took 3 weeks for Pets Best to start looking at the claim). Then once I got someone on the phone to reopen the claim, it sat with no activity for weeks. Then they claimed the invoice was unreadable, even though on the original claim it was itemized by them, so they read it without issue. Their website also would not let me re-upload documents. Sent the invoice again via email and never got any response that way. Had to call 3 more times to get them to look at the claim properly. In the meantime, they closed the claim AGAIN, which required a final call to get it reopened and looked at properly. I guess to give them some credit they did eventually pay the claim after 2 and 1/2 months and waiting for hours on hold, all total across 6 separate calls to them. I cancelled my policy and looked elsewhere after that.
Very long claim processing time and not responsive.
I made a first vet visit for my cat after purchasing embrace for several months. My cat was vomitting and much less active. It costed a few hurndreds. I made my first claim. Then received reply saying the 1st claim will take 30 BUSINESS days (i.e. ~40days) to process, and future process time is 10-15days. I am disappointed as reviews were saying they have quick processing time.
Insurer: Embrace
By: brian
I have been using Fetch since I adopted…
I have been using Fetch since I adopted my deaf puppy eight months ago, and they are simply wonderful so far has been smooth and submitting claims and very prompt in providing updates. This is a step up from what I’ve had in the past using other pet insurance companies.
Insurer: Fetch
By: Bonnie
Highly dissatisfied
Highly dissatisfied. I called to cancel and they still took the payment and overdraft my account. I called in enough time to stop the payment. Poor service.
Insurer: Nationwide
By: customer
Satisfied Dog Owner
Friendly agents that responded to my every need with a courteous and knowledgeable demeanor. The 24 hour vet Q & A is a wonderful addition to the plan that I have utilized several times. In comparing Prudent Pet to other plans I found their premiums to be better than the heavily advertised plans scene in my searches, I have had their insurance every year since my dog was 2 months old and have changed the policies parameters in each of those 3 years. It was a very simple process.
Super easy to file my own claims
Super easy to file my own claims. It takes less then two mins. Always awesome help over the phone.
Insurer: MetLife
By: Heather C
Because I received a lot of help and a excellent costumer service.
Because I received a lot of help and excellent customer service. The person who helped me, Angelica, was very kind and very patient.
Insurer: Nationwide
By: customer
Chad was great
Chad was great! Very detailed and informative!
Insurer: Nationwide
By: Kristin
Fixed mistake
They did not reimburse me the proper amount when I first filed a claim, but once I called customer service, they acknowledged the mistake right away and processed the claim again.
Insurer: MetLife
By: customer
Our dog has the best health insurance in the family
HealthyPaws Insurance is very straightforward and clear about what it covers. When claims are submitted they are dealt with and paid back incredibly quickly and easily. Our dog has better health insurance than his humans.
Insurer: Healthy Paws
By: A.D.N.