I will say that the customer service reps are fantastic. I’ve never had a negative experience when I’ve had to call. With that being said, I’ve had to call them way more than I think is necessary. The turnaround times between filing a claim and receiving the money is ridiculous. I have waited months for my money before. If that’s how long it takes then you need to be transparent about it and not advertise on the app that it will take 3-5 days. I also have had issues with the insurance reps denying things that shouldn’t have been denied, things that were blatantly missed on the forms, and making up diagnoses for my dogs that weren’t present. For example, one of my dogs who has since passed was on comfort care for cancer and for AVN of the hip. They didn’t approve any of his treatments for pain because they put a blanket statement saying it was DJD which was a preexisting condition (which that dog had never gotten any treatment for, it was only one line one time on a SOAP note for a yearly exam). I also had many issues with them delaying payment claiming that my vet had never sent them SOAP notes despite them being faxed, emailed and called about several times. I now get my SOAP notes emailed to me to submit with the invoices because my vet was so frustrated with this company. There are times I’ve had no issues at all but the issues I’ve had have been really bad and I’ve called and had to use my mean voice on the phone (which I never enjoy doing). I get a really good discount through my work so I’ve stuck with them, but when I consistently feel like people are trying to play games with my money and my fur babies I spend a lot of time and energy fighting back. Not trying to be negative, but if this company hopes to improve, I want to give honest feedback on my experiences.

Turned my dog down for insurance. Didnt even have the class to see if all of the cancer is removed tomorrow. Just saw cancer and stamped DENY

I have to submit SOAP notes just to get a claim processed? That’s ridiculous. I’ve had both of my dogs insured with MetLife for years, and the constant hoops I’m expected to jump through now are exhausting. For the thousands of dollars I pay annually, I shouldn’t be treated like I’m trying to cheat the system. The level of mistrust MetLife shows toward both me and my vet is insulting—and frankly, unacceptable. This company has become more trouble than it’s worth.

I year after I purchased my policy, my dog was diagnosed with IVDD and required surgery. Figo approved and reimbursed physical therapy, acupuncture and x-rays related to the suspected IVDD/ neurological condition- which would indicate to anyone that this is approved. They then denied expensive MRI and surgery (Totaling almost $13,000) as they said it was a preexisting condition. They have run me around requiring more information from my vet, signed letters from the surgeon, the list goes on. I have now had to appeal the claim - yet they will not provide an exact reason for denial until after the appeal is closed. THE MOST ETHICAL COMPANY IVE EVER DEALT WITH. Not to mention they customer service is a joke. Telling me they would personally track my claim, only to never respond and tell me later they were out on PTO while they were supposed to be handling my paperwork that was requested to be received urgently from my vet.

I’ve found the claim and payout experience as a new client to not be the best. Have had to call numerous times and still feeling like things aren’t working great.

Too many emails. I stop reading them because most of them are "we received" "we are reviewing" "we read" "we reviewed" "we are thinking about it" I don't need to know every breathe you take. A VERY short email with the subject line of "your submission was received" and the date in the body is enough. IF there is something that MetLife needs more information a different email... one that has "needs attention" in subject, otherwise I ignore them.

I am not able to give a 5 star review here are the reasons for it: The enrollment is fairly easy and quick, but we had "we knock on wood" , and hopefully will never have to use trupanion. So we can't give a honest review on the whole company. How quickly claims work, how customer service works, how fast reaction times are can not be reviewed if it never had to be used. The Homepage for profile etc. is a disaster. Especially on a mobile device (which will be most likely at hand when one goes to the Vet) it is unclear, has too many tabs that need to be read etc. It would be great to get a better online experience. Especially since the insurance doesn't run cheap with almost 200$ We will revise this review if we (and we don't wish so!) Ever have to use the service.

Got trupanion because they say they cover 90% of everything on an approved claim, after your deductible... came to find out, that's not true. They only cover 50% of prescription life-long food, for only 2 months. They do not cover any portion of exams or consultation. Read the fine print carefully, the don't actually reimburse much of anything. Disappointed in the company.

I feel like it is pointless to call, there never seems to be a good answer for rate increases or cost discrepancies. They just basically say you are screwed, good luck changing things at the next enrollment period!

I used to love MetLife. Now, they take a really long time to process claims and sometimes customer service isn’t great. I lost one of my dogs in Nov 2024 (my policy doesn’t renew until June). I called to report my pups death. I was informed that removing her would increase my rate (substantially) and if I did so, my deductible resets. Whaaat?