I was a loyal customer for six years, keeping up with all premiums on time. My dog had no prior accidents or illnesses—until recently, when she began showing symptoms of a possible back injury. Despite that, Pets Plus Us denied coverage for all diagnostic tests, to exclude illness and now needs a MRI, simply because no vet report explicitly used the word “accident.” All attempts to determine what was wrong were rejected, even though vets clearly suspected a back trauma.

My experience over the last year, is that the goal of MetLife is to either No-pay or extremely slow-pay all claims. Example: uploaded documents mysteriously disappear so that the claim is put on hold and processing delayed. Every effort appears to be designed to reduce the reimbursement amount or to not pay legitimate claims.

Denied my claim after multiple requests for information. All information requested was sent and then claim was denied without legitimate reason stating information was not received even though i PERSONALLY emailed everything to claims dept and on app. Sent SOAP, proof of coverage from previous insurance & doctors note for requested information.

The app states the claim will be assigned in 3 business days. That has never happened. The last claim I had to resubmit 3 times and took almost a month to be assigned. It has always taken much longer than what is promised.

The last two claims were handled incompetently causing unnecessary back-and-forth emails which delayed the reimbursements.

My only complaint is how long it takes to get reimbursed.... it always takes about a month for that to happen and it would be nice if it was sooner

Metlife regularly makes mistakes when applying the incurred charges. It is apparent they lack quality control when processing claims. I've had to reprocess several claims due to their errors. Invoices clearly state the incurred charge, but when processed by Metlife random amounts show up in the incurred charge column of the EOB.

Insurance SUCKS And Is Only a Win For The Company! The Ultimate Plan Is Garbage! I Don’t Know If Any Of The Plans Cover Vet Visits. I Am Very Close To Dropping This Plan 5 Months Early. Just Submitted a Vet Visit Claim But Pretty Sure, Nothing Will Be Covered If Any. And My Monthly Payment Is $124. Time To Do Serious Homework For a Better Plan. I Just Paid $242.51 And If Nothing Gets Covered, I Will Drop Them. The Best Plans Are Those That Cover Vet Visits. BANFIELD Is a Good Supplement With This Plan But This Plan Is Expensive. However, They Will Cover Illness/Injury Up To $1,000,000 But After You Pay Out An Initial $500. If Your Pet Is Seeing a Vet Weekly Or Even Monthly, You Need Insurance That Covers The Vet Visits. Do Your Homework. I Might Keep This But Will Have To Add The BANFIELD Plan To It Till This Expires. They Do Have Added Vet Coverage For An Additional $30 Or So But You Have To Wait For Enrollment. I’m Just Mad That When I Purchased It, They Did Not Tell Me My Vet Visits Were Not Covered. My Main Concern Regarding This Plan Is Their Awful Lack Of Paying Claims! Obviously, They Don’t Care About The Pets Or The Customer. They Only Care About The Money. That’s Fine, Cause Like I Said, I’m Done If My Claim Is Not Covered In Some Way. I Just Wish I Had Searched Reviews On Trust Pilot. Their Reviews Are God Awful! When You See That, A Picture SPEAKS A THOUSAND WORDS! AVOID AT ALL COST! You Are Better Off Just Opening A High Yield Savings Account For Your Pets Vet Bills Rather Than These Crooks!

It took a couple years for your staff to figure our 2 dogs, prescriptions, dog food prescriptions etc and how to pay them. Thank god for Katie Casper helping rectify the issues.

I literally cannot get in contact with anyone. While uploading pet information and receiving the EOB is decently efficient, to update an address/reimbursement account- I literally cannot get in touch with a soul :(