I've tried calling and emailing so many times with questions about my claims, and haven't been able to connect with a live human to help me. The only humans I've spoken to were the sales people who set up my premium. Very disturbing. My dog has had to see the vet numerous times since we recently adopted him. I'm grateful to have insurance, but the claims submission process is spotty and inconsistent on your phone app and online platform, sometimes telling me you need additional info when you shouldn't. It is causing me to lose trust that MetLife is accurately calculating what I'm actually owed in reimbursement or not. I am trying to be better about submitting soap notes with the invoice, but there is understandably a delay with acquiring these documents--soap notes and test results are not available immediately after service. So... I suggest you give clearer directions to your customers on how to submit claims so that they aren't bombarded with emails from you saying more documents are necessary. There should also be a clearer log of claims submitted, processing, and EOBs.. it's very clunky and I've resorted my making my own table on Google Sheets to track this all. I'm doing so much more work than I thought I'd have to, on top of handling the stress and emotion of my sick dog.

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 recently put in 5 claims at different times and they were bundled together, causing confusion and delays with all 5 claims. When the issue was only with 1 claim. It took over a month to resolve and several phone calls and no clear resolution in the beginning. Because the claims were all consolidated a few claims were missed, and a few more phone calls were needed. Very frustrating experience by far!

I've been with Embrace for about 5 years now to insure my 2 cats, and at first it was great. Submitting claims is easy with a quick turn around time for reimbursement. But things changed over the years as one of my cats started getting older. At this point I am most likely going to have to cancel because their prices tripled. Insuring your cats health should not cost as much as a ridiculous monthly car payment and it might just make more sense pocketing that amount and saving it to pay out of pocket for any future visits. If you have any cats that are getting older with some on-going medical issues, don't be surprised if you end up paying $5000+ a year for Embrace. There needs to be some sort of laws in place for these insurance companies to prevent them from 3x-4x'ing their prices with nothing you can do about it. *EDIT* Since I can't reply to Embrace's comment directly; telling me I can "explore my options and change coverage parameters" isn't exactly helpful. I've already talked to them about my policy and lowered it significantly from what it originally was, this review is based off of frustrations after the fact. My original policy used to be much better. 90% reimbursement with a higher yearly limit and lower deductibles. I've already lowered it to where I can intelligently afford insurance for my pets. Like I said, there needs to be some sort of laws in place for these insurance companies to prevent them from 3x-4x'ing their prices with nothing you can do about it because I know some people that don't even pay these monthly prices for their own health insurance.

I cannot say enough negative about Trupanion. They will find any excuse not to pay a claim (and I don't make many). Dog had an ear infection and they refused to pay because they said that he had a prior record of allergies. Putting aside that the allergies to which they refer turned out to be a behavioral issue and not allergies the doctor said this was no an allergy. On medicine if I buy it CHEAPER from the doctor's online pharmacy they will not pay the shipping charge which when combined with the costs of the medicine is less than buyi9ng it from the office. Yet they prefer to pay the higher amount. They blame the DVM for their slow processing of claims. I was with Pet Plan for 10 years and they were flawless but they no longer are seemingly around. I have to imagine that most of the other underwriters are better than Trupanion. Steer clear of Trupanion.

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

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!

NO ONLINE ESTIMATES DIFFICULT TO CHANGE POLICY AT ANYTIME DURING THE YEAR THE CUSTOMERS HAVE TO GO BACK AND FORTH TO GET THEIRR ESTIMATES You company does not provide ANY online estimates for what's available for coverage. This is crazy. I wanted to see how my rate would change if I changed my policy. WHY is this a secret? There is all kinds of tools available to make this happen. I also have Healthy Paws. I can at any time make a change to my policy. It will calculate the rate if I decide to change. So I can make a informed decision. It's almost like a negotiation. I informed that I had to call in a certain window to change the policy if I want to. I am disappointed that this is not at my fingertips. So what can be done to make this happen. Please see the Healthy Paws model. It would be be great if you could develop yours like theirs.

If I could have given a zero I would have. I have never done pet insurance in the past so I was willing but skeptical to try the 30day trial from trupanion offered through my vet. My dog is 6months old and in perfect health. In my first visit with my vet, I mentioned to the vet tech I would like the vet to take a look at his skin and ensure there were no allergies or illnesses of any concern since he scratches more often than my previous pup did. My vet gave him the all clear with no issues or concerns whatsoever. Upon his 2nd visit 2 weeks later for another round of vaccines the vet notice he had the start of an ear infection, giving him medication and ultimately submitting the claim to trupanion. I received an email notifying me the claim was denied due to "a preexisting condition". When I contacted trupanion they stated that the vet tech records stated my concern of itching and therefore my dog has allergies which is preexisting to the insurance. I informed them he has not been diagnosed with any kind of allergies and an inquiry to my vet shouldn't allow them to self diagnose my dog with an illness they feel he has. I informed my vet regarding the issue and they created an addendum stating my dog had no allergies nor any signs of allergies and he is in perfect health. They than recommended I appeal the decision. I spoke with a new agent who stated they don't accept addendums. She also stated they don't diagnose diseases or illness. Seeing how my vet never diagnosed nor mentioned the possibility of allergies to me or in his notes, trupanion took it upon themselves to label him as having allergies to get out of paying anything that can "fall under the umbrella of allergies". This seems to do with anything that can cause a dog to have an itch. I am grateful this occurred during the 30 days trial, but am very discouraged from pet insurance as a whole.

This is our second dog with Met Life and we are about to get a 3rd dog who we will now have to consider going to MetLife for as opposed to one of your competitors. Earlier this year I appealed a decision by MetLife who classified a request for a vet consultation as establishing a preexisting condition and subsequently denied $1500 or so of one time vet services as we desperately searched for getting our dog care.