I am writing, yet again, to express my growing frustration and disappointment regarding a recurring issue with my monthly claims—an issue that has persisted for nearly three years without resolution.

My claims have been repeatedly denied because lack of "SOAP notes". My vet has provided all the information they have and so I'm basically unable to use this service.

Claims processing has slowed way down. It shouldn’t take weeks on end to process a claim, especially when it was for a sick visit.

MetLife Pet Insurance does not acknowledge receipt of claims sent in by Veterinary staff on the actual day of service. Insured then has to send in claims as an email attachment. The claim is acknowledged as having been received and the clock starts ticking for processing at that time. No explanation is given as to what happened to the first submission.

Website makes it very easy to submit a claim. however last year it took almost a month for me to receive reimbursement. Website said up to 10 days. I would also like to mention, for dogs to get vaccination's only, it does not require a visit with the veterinarian. A vet tech can give vaccinations. Please do not ask for SOAP notes for this type of visit. The appt is barely 10 minutes. Most times they do not have Soap notes so it's an inconvenience to keep asking them to provide me with something I can submit to the insurance.

Compared to other companies it takes forever to pay.

Takes a while for claims to be processed.

Two ways to improve:

I still never got answers on whether my issue was resolved!

The website is a nightmare. If you upload claims, they get lost. Customer service is abysmal. I am constantly having to call to straighten out my claims. I have two dogs, they always go to vet together, and so I have to send all pages of claim forms for each dog, that’s Ok, but they constantly screw it up. I finally spoke with a claims manager about the mess. It says it will take 5 days to review claims, it’s more like 20-25. Problem is once you are with a company you can’t change because of pre existing conditions.