Reply from MetLife Pet Insurance

Let me start by saying that I have never had an issue with MetLife until recently. The app needs work. When you submit claims for more than one pet it is VERY confusing. After submitting my claim, I couldn’t determine if it submitted/submitted correctly through the app. I had to just email it which was way better for me. Also I was told that because I submitted both claims incorrectly that someone would be in touch within 24-48 hours. It took a week and a half before that happened only because I was persistent.my claims took two weeks to get paid off.

I feel like MetLife seems to Delay in reimbursement of processing. This area needs to be somewhat improved

I am SO disappointed at how much premiums have increased. It feels like a complete bait and switch. Beginning November 1, I will be spending nearly $5500 per year and that's WITH a deductible. Insane! I began my same policy in 2022 and I was paying $1750 per year on premiums. Beginning November 1, I will be paying $5500 - that's with a decrease of a measley $50 in deductible. I can no longer afford these payments. Have no choice but to discontinue my policy with MetLife.

Since we began in July, there has been constant confusion, declined claims because of missing paperwork or additional paperwork required. The claim details are muddled together making it impossible to understand or know what has been received and acknowledged and what hasn't. We have been working on our first claim for over 100 days already and we are still not fully resolved. The process is a client nightmare and since Customer Service is separate from claims, every time we talk or submit something its another 3-5 business days to find out something else is wrong. While the CS agents are trying to help, they really can't when the claim agent isn't present to help. Communication back was poor, nothing was clear as to what was missing, its impossible to reconcile the invoices back to the claim# and condition categories. I didn't make any progress at all until we asked to have a supervisor intervene. James has been the saving grace so far. But when your pet has an illness, all this is the last thing you want to have to deal with.

Reply from MetLife Pet Insurance

I like the policy but I dislike that it takes forever to settle my claims.

Our cat Mouse was diagnosed with a rare sarcoma after getting a cyst removed and biopsied. The cyst on his leg was present for a few years prior and had been drained, aspirated and the fluid looked at under a microscope. We were told this cyst was not a problem and to have it removed at his next dental-so that we did. This new cancer diagnosis was shocking and heartbreaking to us. Also shocking and heartbreaking was that MetLife did not have our backs, denied all of our medical claims and left us to pick up the pieces of this nightmare. Mouse was not given a good prognosis without treatment. We pursued chemo right away under the guidance of our vet and oncologist all the while believing the MetLife who we have paid our hard earned money to for a few years now, sent them business by referring two friends, my parents, my sister-would cover this devastation only to blindsighted by a denial for ALL claims relating to his diagnosis. Mouse had two surgeries, many follow ups and ER visits AND chemo treatments ALL of them not covered. MetLife has claimed this ‘cyst’ was pre-existing. We have tried endlessly with the support of our vet and oncologist to explain to them this is NOT a pre-existing condition, this is a NEW diagnosis to no avail. Why have we been paying them for years for them to desert us in the worst of times? My advice to you-please do not choose MetLife, please do not trust MetLife-because at the end of the day they will NOT choose you. We found out the hardest way

Issues not resolved

Claims take way too long to review and approve. I submit several claims and there is no record for them. It’s been a mess