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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Amanda was thorough in explaining my…
Amanda was thorough in explaining my policy and very easy to speak to. She answered all my questions and was just super friendly!
Insurer: Fetch Canada
By: Kayla Dewhurst
I had a very poor experience with a home insurance
I had a very poor experience with Sonnet. I had to cancel a credit card due to fraud and a single failed payment triggered a rigid, automated process that was never clearly explained. I updated my credit card as soon as I received the replacement, received confirmation that it was successfully updated, and reasonably expected Sonnet to process the payment before or on the due date. Instead, my policy was cancelled due to internal system rules that were not properly disclosed. Communication was confusing and inconsistent. I received contradictory messages, including payment confirmations followed by claims that payments were still owed. The lack of transparency, accountability, and clear communication made an already stressful situation much worse. I do not recommend Sonnet.
Insurer: Sonnet
By: Sop
Eileen was very helpful and answered…
Eileen was very helpful and answered all my questions and concerns.
Insurer: Fetch
By: Dinkleboo
Great customer service
Great customer service, good reviews and easy to use
Insurer: Prudent Pet
By: Ann LaMarr
I hadn't had much trouble until…
I hadn't had much trouble until November of 2025, when their website and online portal stopped working properly. My claims backed up, and it got very confusing. I am certain I will miss out on some benefits as a result since it was difficult to keep track of things, especially since their email notices don't give you enough info to know what the issue relates to.... That said, at least all of the people I was able to finally reach by phone were very nice and, although they couldn't resolve the site issues, I appreciated that they were trying as hard as they could.
Insurer: Pets Best
By: TRACY MOON
I would strongly discourage anyone from…
I would strongly discourage anyone from using MetLife Pet Insurance. I insured my cat Leo with their illness & injury plan in June 2024. A few months later, he was diagnosed with GI lymphoma after an ultrasound, endoscopy, and biopsies. MetLife has denied almost every claim related to his cancer treatment – including advanced diagnostics, chemotherapy, blood transfusions, emergency hospitalizations, and oncology follow-ups – by labeling everything as a “pre-existing condition” because he had occasional vomiting before the policy started. Even after we provided full medical records and filed an appeal, MetLife upheld the denial using a single sentence from a July 2024 vet note and treated all later cancer care as excluded. When we tried to appeal the newer 2025 denials (including thousands of dollars in chemo and emergency care), MetLife refused to even review them, saying we had missed a 90-day deadline. Their own appeal form says we “may request a second review” within 90 days or as reasonably practicable after receiving the denial, but they still shut the door on us. We have paid many thousands of dollars out of pocket while believing we were covered for exactly this kind of catastrophic illness. The way MetLife has handled our case feels misleading, rigid, and deeply unfair – especially to pet owners who buy insurance specifically to protect their animals and families in situations like this.
Insurer: MetLife
By: Colin S
Nicole, 5+ Star Service in all Areas
Nicole is very knowledgeable about premiums, rate increases, options to reduce premiums while reducing coverage. She shares her knowledge with clarity and patience (as I had quite a few questions), and Nicole followed up immediately with an email confirming our call. Nicole is more than a 5 star -- just superb in all respects.
Insurer: Fetch
By: Mary Ann K
Completely satisfied, above and beyond
I have had pet insurance for about five years now. I never needed it until my dog tore her cruciate ligament. After submitting the appropriate paperwork and getting the operation, I was reimbursed almost immediately to the full value of the insurance. they answered the phone quickly when I called. Their website was user-friendly and easy to navigate. Their reception staff were always courteous and knowledgeable. In short, excellent experience and I cannot recommend enough.
Insurer: Embrace
By: Scott
Easy to process claim and rapid…
Easy to process claim and rapid response.
Insurer: Spot
By: Frances Piacente
$15 million lawsutie stay away got into…
i did and u told me that u cant help me lol so i guess i have no choice but to sue $15 million lawsutie stay away got into a crash bus driver 100% at falut they tried to blame me 100% other insu called them and told them they are taking full falut my guy was so sad when he told me took then from jun 7 2025 - sept 2025 to look at my truck and assaaset is 3 dif qoutes 1200$, $8000, over $10,000 doesnt seem they know what there doing after i learned the crash did frame damage they dont want to fix it even tho its the only where i was inpacted by a city bus not to mention the bus hit me and ran there police stats that i will never have to talk to the other insure thankfully i did they are they ones that saved me i cant wait to file the sutie friday nov 28 2025 thankfully all rec and messages are rec on my end to show in court
Insurer: Sonnet
By: TiTAN _