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.

Reply from MetLife Pet Insurance

Your timely response to complete claims is awful!!!!! Says 5-10 days, it might wait a month!!!!! To get my money back and every time I submit a claim it duplicates it, and then you all are so confused that you can't figure it out!!! Your system sucks!!!!!

They advertise no wait time for covering a pets general checkup at least in Washington State, and they in fact do not cover them.

Reply from MetLife Pet Insurance

Your website continuously had issues of not working and stating try again later. I assume this is your way of slowing down the submission of claims since you very rarely process any claims at 10 days or less.

not happy at the moment with Metlife. They denied a claim for some injection my pet had for itching. I have called and even now just submit an Appeal claim form to fight about the claim. Its just a hassle had to do this when that is the reason i got you all's insurance which is more expensive that i had before but i thought you all were better.

I submitted two invoices for prescription cat food prescribed by my Veterinarian. My cat has had major digestive issues, and is now healing and much better.

I am still new to Metlife Pet. I am frustrated with the reimbursement process. Last week I submitted an expense for my dog's annual check up. This week I received an email saying I needed to provide vet notes for the visit. I reached out to my vet to get the notes from the visit. I called to talk to someone at Metlife they said I didn't need the notes that it had already been approved. Additionally, I originally had 2 pets on my policy, I had just finished paying the deductible when one pet suddenly passed away. I was not expecting to have to start over with the $20 deductible after removing the pet that passed.

The app is not user friendly. Its very hard to use and isn't intuitive. Also a quick reference as to what's covered would be helpful. Also idk why my premium is going up this year....