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.

Good insurance overall but constantly increasing the monthly rates. I've had them for my Belgian Malinois since he was 16 weeks old he is now three and has never had a claim The monthly cost has more than doubled since I've gotten it.

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.

Keeps raising costs

ASPCA is a terrible pet insurance company. My pet was injured in an accident and both of her back legs stopped working. I had the accident insurance and they claimed that even though the injury was caused by an accident, it was not covered because she is a french bulldog. I went through multiple rounds of calls with them and they did not budge. Ended up cancelling with them. DO NOT RECOMMEND

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’ve had Embrace for 9 years. The rates appear to go up yearly. A few months ago i sent a note telling them their automated system misdiagnosed my dog’s problem. Almost immediately someone at Enbrace contacted my veterinarian and requested my dog’s entire medical record. I was cc’d. They then denied my claim of lameness for reimbursement of Carprofen, stating that the med was for treating a pre-existing diagnosis. I recently contacted them and asked that they find a way to lower my monthly premium. She agreed, lowered the premium $20 but in exchange I had to agree to a higher deductible. I am seriously looking for a different insurance company.

Too much time processing claims and your Premiums are unacceptable which has caused me to cancel my policy.

Very long delays with submitted claims.

I feel like the insurance was too high and it didn't have all the all of the all of the items to you know all of the benefits and it took them 14 days for deposit you know too too long for the policy to the start