MetLife used to be incredibly fast for reimbursement. However, that is no longer the case. We’re usually left waiting around 4-6 weeks before we see any movement in claim status on the app/reimbursement.

I had to take my dog to the vet as she was having some breathing issues, I knew I had to wait 12 days for the insurance to cover the policy, anyway I called to the insurance and the lady told me over the phone that I could start a claim and the claim department will make the decision . On the 13 day after I subscribed to the insurance I took my dog to the vet again , the 12 days grace period had past already and my dog was covered, I took my dog because she has a lump in the joint if her leg and the shoulder so I open the claim for both visits 4 weeks after. On Monday I received an email from PHI telling me that my dog is not covered as the breathing pelriblrm she had was already a past condition ( she had kennel cough last year ) I don’t think the problem she has now has nothing to do with that condition from the past year and the lump in her leg was not there before. They made the decision and they will not cover both visits. I am looking for other insurance provider for my dog.

I have loved Trupanion and felt it was 5 star for many years but this new landing page and sign-in is very bad. I often have to try multiple times and I do not like the predominance of French on the landing page. FYI, I speak and read French.

Called Trupanion twice to inquire about a surgery my dog needed and was told it would be covered and I am responsible for paying the deductible. Dog had surgery and I submitted the invoices and received a message it was denied. Called and they resubmitted it and was approved minus $267 in taxes. Called again and they didn't know how the adjuster came up with that amount. Taxes were less than $8. Waiting to receive my reimbursement. Wasn't impressed with the process.

This year they doubled our rate. They said do to cost increases but come one now.

Didn't process initial claim correctly, delaying reimbursement. Also feel misled by what the policy would cover for wellness.

I’ve had a mixed experience with MetLife Pet Insurance so far. While I appreciate the ease of submitting claims and the overall clarity of the policy documents, I encountered a frustrating issue that has yet to be resolved. I recently submitted a claim for an emergency vet visit, and one of the charges (a critical care exam) was approved but not applied toward my deductible. Because of this, I missed out on a reimbursement I should have received for expenses that exceeded my $500 deductible. I've contacted customer service to review the claim, but it's disappointing that such an error occurred in the first place — especially when you're dealing with the stress of a sick pet and unexpected costs. I hope MetLife can improve the accuracy of claim processing and make it easier for pet parents to resolve discrepancies quickly. Until then, I recommend checking your Explanation of Benefits closely and reaching out if something doesn’t add up.

You have to pay out of pocket first (full amount) and you’ll only get 1/4 $ back. What’s the point? $840/ year and you’ll be lucky to even get $250 back.

For the past three years, I’ve recommended Trupanion to every pet owner I know. Unfortunately, that will no longer be the case. It’s become clear to me that Trupanion relies on the fact that customers feel stuck once enrolled — knowing that switching providers means losing coverage for any existing conditions. Because of this, they don’t seem to take customer concerns seriously. As a business owner myself, I believe in doing what’s right when a mistake is made, and I’ve never taken advantage of a situation. Sadly, I can’t say the same for this company. Trupanion boasts a “98% continuous enrollment” rate, but this is misleading. That number doesn’t reflect satisfaction — it reflects the fact that most pet owners can’t risk switching insurers. Once you’re in, any issues you’ve faced with your pet become preexisting elsewhere, leaving customers feeling trapped rather than loyal. When I signed up, I was never informed that coverage for behavioral issues, like anxiety, required an add-on. Our representative listed what wasn’t included in our plan — anxiety was not mentioned. Now, three years later, my dog has been diagnosed with anxiety traits, and I was shocked to learn we’re not covered. Even worse, a Trupanion manager admitted on a recorded call that our representative failed to mention this important detail. And yet, they still refused to offer us the behavioral add-on — which is only around $5/month — despite it being their oversight. We absolutely would have chosen it had we known. It’s incredibly frustrating and disappointing. You expect better from a company you’ve trusted with your beloved pet’s health — especially given the premiums we’ve paid over the years. Instead of righting a wrong, they hid behind policy. Because of this, I can no longer in good conscience recommend Trupanion. We’ll be looking elsewhere for future coverage — even if it means paying premiums upfront. As French Bulldog owners, we’re constantly asked about pet insurance, and we used to be Trupanion’s biggest cheerleaders. Not anymore. Very upset and very let down. ***EDIT TO ADD SINCE I CANT RESPOND TO A REPLY— Cold, scripted responses do not make your customers feel valued. Simply repeating what was said over the phone does nothing to resolve the issue or take ownership of the situation. We chose to call in rather than apply online specifically to ensure we had all the necessary information before signing up. Your representative’s failure to mention a key detail about an add-on service is a clear lapse on your end. No one expects to comb through lengthy testimonials or fine print when speaking directly with a trained representative. Relying on the excuse that we “should have read the fine print” is a complete cop-out. Please don’t claim our concerns are important to you when your reply is clearly a copy-and-paste response with no genuine effort toward resolution. There would be no point to reach out on the matter further as Trupanion doesn’t offer any resolve

What good is a chat with a Vet if no one ever replies. Very very disappointing.