I was a customer for PETS BEST Insurance for 8 years, paying a monthly fee of 98 dollars, every year we had one or two small claims and it took them up to two months to reimburse me. Well my dog turn 8 years old and I received a letter informing that the new dues had increased 200%, from 98 dollars to 305 dollars! The reason was Doctors fees and inflation! If that is not obscene I don't know what is! They force you to cancel your policy because your dog is gettin old and they don't want to cover it!, it is not profitable! I spent 9,408 dollars in 8 years with minimum claims, my dog is in great shape, but because his age and breed is not longer viable for them, they decided to increase the monthly fee to an unreasonable amount. Don't hire this company, find out another company that is not going to dump you because your dog is getting old! Shame on them!

The last couple claims I have had to fight for denied line items because they were clearly covered (which they ended up being) instead of Embrace following up with needing information and then I have to follow up MULTIPLE times before things are resolved. I have been a customer since 2018, referred MULTIPLE people and have not had these issues until recently. Very disappointing.

It's been 2 months and I haven't received my check. I also was NOT reimbursed for the chip implant which was stated in the receipt and doctors notes.

I have had claims "on hold" for months. I have submitted the requested information several times. you are asking for a 12-month medical history on dogs i got at 10 weeks old. the last time i was told i would receive an e-mail within 48 hours. that was several weeks ago. i notice there is never a delay in your taking the monthly premiums. what am i paying for if you won't process my claims or contact me. now i have to deal with this while recovering from surgery.

This company is a scam and will find unreasonable excuses not to cover things. Their customer service representatives do not care at all are rude and will offer zero explanation for anything.

I liked how easy and straight forward the claim submission process is, however: selecting a provider is the slowest I've seen, and trying to type is a provider name is VERY difficult. Also, asking people to pick just one diagnosis is very difficult, especially when you take your pet in for limping (as an example), but the pet also received her vaccines. Lastly, please remember the provider and the pet and use them as defaults, and allow us to change them if anything changed. Also, providing this feedback shouyld be greatly streamlined.

I'm very frustrated with Met Life Pet Ins. b/c their claims process is NOT 5 to 10 business days as they like to advertise. This is deceiving and simply a lie. I submitted a claim for my dog on 11/26/24 and so far, crickets. I sent an email last week for an update, and still, no reply. I will tell you that my claims have been paid BUT, it's simply a painfully slow waiting game. Are they short-staffed? is this why the claims process takes seemingly forever?? Customer service needs to improve: respond to our emails, have a better chat set up. Your chat box is almost always down! You guys are a multi million dollar company...why the lame chat, the lack of communication, the leaving-us-clients-hanging? It's really a disservice and I'm just plain fed up.

They claim that they cover pre-existing conditions if there are no illnesses or issues for 180 days. My dog went 2 years without issues or illnesses and they denied the claim saying it was an incurable condition. They need to correct this issue and be clear in their advertising that they will not cover pre-existing conditions at all!

Took her to the animal hospital, but never did find out the reason she was bleeding from the butt and mouth. She is better now, but still a mystery.

I've had MetLife pet insurance for 2.5 years on my Beagle. Their plans are very straightforward and they would get 5 stars from me just based on that. However, I can't recommend them whatsoever because of their shady business practices and abhorrent customer service. Their app was initially useless but they've since made changes and I can at least submit claims via the app with no issue. However, their customer service chat is down 95% of the time, and the other 5% it just says "please wait while we connect you to a chat support specialist" and it never connects... ever. Forcing me to call MetLife and sit on hold waiting for a human to answer. My main issue is that they rarely ever pay out claims within their stated terms. They say 3-5 days, but also say to give up to 10 days when they're busy. Ok no problem... But I've had claims sitting for several weeks, all documents correctly uploaded, and no pay out. When I call them to inquire, I get 1 of 2 standard answers: 1) "MetLife has up to 30 BUSINESS days to process your claim" -- which of course is no where on their website except the fine print of your contract, because advertising that you'll get payment in 6 weeks isn't good business. Or 2) magically my claim is being finalized that very same day I call to complain! Wow, what a coincidence. They take my monthly payment every month like clockwork, but I have to hound them for a payout each time, which I find ridiculous and annoying. UPDATE: I just got off the phone with MetLife and they told me the claim I submitted 2 weeks ago will likely take another 2 weeks to be processed, even though I have all my SOAP notes and documentation included. The rep said they are currently working on claims through November 25th and my claim was submitted December 4th. Today is December 17th. MetLife - If you are always behind on claims, you either need to hire more people or stop lying to your customers about the payout turnaround time. Stop touting 3-5 days when it will take a month or more.