Most of the time, I'm happy. But... the website is clunky and makes filing claims more trouble than it needs to be. Second, they sometimes ask for more information on a claim, saying the required information is not present on the invoice submitted. When, in fact, it is. I don't know if humans or computers are missing the details, but I submit invoices in the exact same format from the same provider and they just sometimes can't find what they need. (P.S. They will not tell you exactly what they need. It's a guessing game.) When you contact them using the contact method they provide, you get no response. Wait another 10+ days and they will automatically deny your claim, meaning you get to start over. (It is also a guessing game when they deny a claim, as they just tell you to read your policy.) So, their website is sorely in need of modernization and their customer service is... well, it's piss-poor. Piss. Poor.

I paid into this service for 4 years and never once had a successful claim- even with all the required documentation. Save your money!

My cat was documented with an underlying condition that was not specified by my vet and they would not remove it. They're just trying to save as much money as they can and hurt consumers like myself

It costs a small fortune per month. I was paying $32 a month and then it just bumped up to $42 for the same coverage. Processing time takes *weeks* and in the three years that I have had them, I've received a whopping $5 back. They always seem to have a reason as to why I am not reaching my $250 deductible and so I end up shelling out not only hundreds of dollars to the insurance place, but also to the vets for illnesses, meds, etc. With these kinds of prices, it should be covered and yet somehow, nothing ever really is. The price hike was the last straw. I found better coverage from a better rated company with an average of 48 hours (according to Google), for about half the price.

I've been wanting to cancel this insurance that moment it was accidentally bought. I've reached out multiple times and recieved no assistance.

The worst pet insurance company After 3years of paying them almost 4000 They would give us only 200 on the 1200 bill We dropped them Look into Costco pet insurance much better priced and up front with what they cover

I have filed claims with this provider. They accept the premium payments but they always deny the claim. I wish I stayed with Fetch!!

Personally I think this insurance company is horrible we pay almost $900 a year and every time we submit a claim it's a partial payment due to a deductible a partial payment due to this is all we cover a partial payment because you can't have more than one ultrasound a year it's complete bull. I would look around and I would advise people looking to check into their declaration page because if your dog has an ongoing issue and you need two ultrasounds a year they pay one which is the most ridiculous thing I've ever heard would not recommend them

Would prefer to give them a negative star at this point. As someone who had Nationwide previously and was "Fortunate" (SARCASM x 100). enough to switch over to Metlife under the circumstances I wish I would have done some more research. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan. I have only had them for 5 months now and it has been far from a good experience. They take forever to reimburse claims even if its something they have already covered previously. When you submit a claim it states that it will be processed in 5-10 days which is false. It takes anywhere from 15-30 days for a claim to be reimbursed. Their customer service is very unhelpful and very dismissive. I submitted a claim on 7/10 and got reimbursed incorrectly on 7/11 "due to a system failure." I called on 7/14 when I looked at the App and noticed the discrepancies on the reimbursement. I was told I shouldn't have even been reimbursed yet and that nobody else that submitted claims that day have been reviewed yet. She told me it would be reviewed by claims and get fixed within 3-5 days. I called back again after a few days and got some other lady who told me the same BS they tell everyone else "Claims take 5-10 business days but could take up to 30 days per our policy" couldn't give me an update just that it was sent back to claims for review. After 17 days go by I call back again and get the same BS answer above and no resolution. Mind you they have already reimbursed me previously for the same medication so why it takes this long to get reimbursed again is ridiculous. As of 8/5 I still have received no update or reimbursement on the claim. 8/8 ended up calling again as I still have received no resolution for Metlifes screw up on my claim. Talked to another gal in customer service who informed me that last 3 other times I called nothing had been pushed forward so she pushed it through. Told me its going to take 3-5 days to review again. We are on 20 days now of a unresolved claim issue due to their system. And now I have to wait again another "3-5 days." I ended up calling back and talking to a manager who pushed it through to claims and expediated the process which still took another 4 additional days, almost 25 days and I finally got my $40 dollar resolution due to their screw up.... Also, just a forewarning to anyone needing a thousands of dollars procedure done per the vet... they do not provide pre-authorizations or approvals. They expect you to go forward with the procedure, submit the claim and risk essentially not being reimbursed for that said procedure. It looks like from other reviews that I am reading it is pretty common for them to essentially make it impossible to get reimbursed for procedures that are thousands of dollars, they make an excuse not to reimburse, or take the full 30 days if not longer to reimburs

Useless customer service. I pay for the preventative care on top of the accident /illness. Had a claim processed just fine a couple months ago. Had to have dental for my pet due to some gum issues which should have counted. I should’ve at least gotten $100 toward a cleaning at the with the preventative coverage. Whole claim was denied outright because I couldn’t produce medical records from YEARS before I got my pet. Calling customer service just got me a headache of a man who couldn’t remember the species of my pet or my name AND kept repeating the same reasoning over and over again despite any answer I gave him. Save your time and money.