Premiums on 2 young dogs went up over $100 yr. Started at $120/mo, in 3 yrs it is over $300/mo, NO CLAIMS! Thieves, run away!!!

very slow payments and sometimes wrong (lesser) reimbursement amounts if even by few dollars it makes a difference. Payment increases not good.

Would give 0 stars if I could. Said they would ‘investigate’ pre existing conditions against the insurance - no problem with that it’s normal procedure. They emailed me multiple times with the same questions and I sent the same response back. They then sent me a long list of things my dog can’t be covered for but he has never ever been treated for these and the dates of the supposed vet visits for the ‘pre existing conditions’ were before my dog was even born LOL. Don’t bother.

I’ve been with MetLife Pet Insurance for several years and have never had any issues—until now. Lately, every time I speak with a customer service rep, I get different information. I’ve also been told I need to wait three business days just to speak with a supervisor. When I submit a claim, instead of being notified that additional info is needed, the claim gets closed. Then the only way to reopen it is by filing an appeal that must be signed by my vet—which is a lot of extra work that could easily be avoided with a quick email or call. These claims are expensive, and waiting months for reimbursement is incredibly frustrating. I really hope the process improves, starting with easier access to supervisors—maybe even offering scheduled callback times instead of playing phone tag. It would make a huge difference. I truly miss how this company used to be.

When things go right, it's very easy, quick and simple. But when you need to appeal or debate a diagnosis/pre-existing condition, it's literally pulling teeth. Customer service is very nice but they do not ever reach back out to you when they say they will "personally handle the matter" My pet had some reaction on his paws, vet did not know what is was so they prescribed steroids, antibiotics, antihistamines, etc. Because steroids are usually used to treat allergies, Metlife declared it a pre-existing condition when the MD did NOT know what it was. Appeal did not go through as they use symptoms, not diagnosis, to determine conditions. I had a separate issue where my dog's skin was turning black in certain spots. She only saw pictures so she could not make a diagnosis. Metlife rejected the claim because it might have been allergies again. I tried to appeal but the vet would not sign since she DID NOT SEE the pet and could NOT make a diagnosis. So again I was denied payment. TLDR: Great when things are working smoothly. Horrific if you ever need to fight for something no matter how small

Company denies hip chew claim that recommend and that is covered. Don't use met life they deny everything.

Your time frame for processing claims is ridiculous sometimes 2-3 or up to 4 weeks. I could understand that time time frame for a first claim but any other claims you have already received pets info from vets so no need to request the same thing on every claim. I am considering going back to Nationwide there claim time was usually 3-4 days and immediate reimbursement.

Warning to all considering this insurance company. Our 1 year 2 month old puppy sustained and unspecified injury to his right hind leg, most likely during late night rough housing as it was not observed. After 24 hours we brought him to the urgent vet to determine the extent of the injury. With X-Rays complete the vet noted the injury location and signs/symptoms. During the claims process, embrace decided to correlate one symptom, "Limb Lameness" to a disease/illness to avoid paying an injury claim during the first 6 months of the policy. We were the told to reach out to the urgent care to explain Embrace's claim in which they explained back to us our note repeatedly identified this as an injury and would not provide additional documentation because their notes were sufficient. We had this reviewed by Embrace's claim management team and were directed to get a follow-up with our vet and appeal. Another $100+ we have submitted the documentation they wanted. Our Vet confirmed that Embrace's notes did not make sense and the urgent vet notes were sufficient. They completed a follow-up exam and verified no indication of illness at this time. We have canceled the policy and warn all those that intend on using this insurance company. Response to embrace response: The pre-existing conditions policy is used to side step the injury coverage vs illness coverage. Be warned that this company will self diagnose your pet without seeing them regardless of your vet diagnosis to ensure the injury symptoms are covered by an illness. This puts the injury if applicable into the 6 month pre-existing window. For context this injury occurred 2 weeks prior to the ending of the 6 month window even in the event of it being an illness, this company is not interested in taking care of their customers.

It’s funny how on their website, they only put the 5/5 star reviews. I have A LOT of things to say about MetLife Pet Insurance. Just save your money and don’t bother. The worst claims process with continual and sometimes immediate denials for tests and procedures clearly outlined as covered. It you try to appeal, it is crickets. I have an appeal still out in the ether from May that I’m sure I’ll never hear anything about or it will just get denied again. It’s not like I am even going to get compensated remotely close to the over $14,000 that I’ve had to spend on bilateral CCL tears that my dog has experienced, but MetLife wants to tell me that they are an “illness” and not from an apparent injury that my vet documentation and SOAP notes clearly outlines on the very first page.

I’m disappointed that I was told my pet was able to get instant coverage if I signed up in the office. I took the offer. At the conclusion of the office visit I submitted a claim to see how it would work. I was instantly denied because coverage just started that day. That is misleading and false advertising. Now on top of that, if I decide to continue with this insurance the condition I took my dog in for would be considered “pre-existing” and she’ll never be covered for it. Turned me right off. I was going to continue after the 30 days free but you lost my trust immediately. No thanks.