why is it required to leave a review before submitting my claim?

I recently put in 5 claims at different times and they were bundled together, causing confusion and delays with all 5 claims. When the issue was only with 1 claim. It took over a month to resolve and several phone calls and no clear resolution in the beginning. Because the claims were all consolidated a few claims were missed, and a few more phone calls were needed. Very frustrating experience by far!

If I could have given a zero I would have. I have never done pet insurance in the past so I was willing but skeptical to try the 30day trial from trupanion offered through my vet. My dog is 6months old and in perfect health. In my first visit with my vet, I mentioned to the vet tech I would like the vet to take a look at his skin and ensure there were no allergies or illnesses of any concern since he scratches more often than my previous pup did. My vet gave him the all clear with no issues or concerns whatsoever. Upon his 2nd visit 2 weeks later for another round of vaccines the vet notice he had the start of an ear infection, giving him medication and ultimately submitting the claim to trupanion. I received an email notifying me the claim was denied due to "a preexisting condition". When I contacted trupanion they stated that the vet tech records stated my concern of itching and therefore my dog has allergies which is preexisting to the insurance. I informed them he has not been diagnosed with any kind of allergies and an inquiry to my vet shouldn't allow them to self diagnose my dog with an illness they feel he has. I informed my vet regarding the issue and they created an addendum stating my dog had no allergies nor any signs of allergies and he is in perfect health. They than recommended I appeal the decision. I spoke with a new agent who stated they don't accept addendums. She also stated they don't diagnose diseases or illness. Seeing how my vet never diagnosed nor mentioned the possibility of allergies to me or in his notes, trupanion took it upon themselves to label him as having allergies to get out of paying anything that can "fall under the umbrella of allergies". This seems to do with anything that can cause a dog to have an itch. I am grateful this occurred during the 30 days trial, but am very discouraged from pet insurance as a whole.

I've been a member since 2019. I've never had to file a claim however, I have the insurance for peace of mind. Since I became a member my insurance plan has gone up $37. I was just informed it's increasing to $51 which is insane for pet insurance when all the comps are $30 lower. The increases originally started small, $2, $5 then took a jump to $10 and now $17. Not to mention they are charging 4% processing fees for using a credit card. This is just a ploy at this point to get money. When I asked if they would match comps they would not. So I asked if they were willing to lose a customer of 6 years and they said yes. There you have it. I'm leaving because these prices are outrageous.

NO ONLINE ESTIMATES DIFFICULT TO CHANGE POLICY AT ANYTIME DURING THE YEAR THE CUSTOMERS HAVE TO GO BACK AND FORTH TO GET THEIRR ESTIMATES You company does not provide ANY online estimates for what's available for coverage. This is crazy. I wanted to see how my rate would change if I changed my policy. WHY is this a secret? There is all kinds of tools available to make this happen. I also have Healthy Paws. I can at any time make a change to my policy. It will calculate the rate if I decide to change. So I can make a informed decision. It's almost like a negotiation. I informed that I had to call in a certain window to change the policy if I want to. I am disappointed that this is not at my fingertips. So what can be done to make this happen. Please see the Healthy Paws model. It would be be great if you could develop yours like theirs.

It took a couple years for your staff to figure our 2 dogs, prescriptions, dog food prescriptions etc and how to pay them. Thank god for Katie Casper helping rectify the issues.

I've tried calling and emailing so many times with questions about my claims, and haven't been able to connect with a live human to help me. The only humans I've spoken to were the sales people who set up my premium. Very disturbing. My dog has had to see the vet numerous times since we recently adopted him. I'm grateful to have insurance, but the claims submission process is spotty and inconsistent on your phone app and online platform, sometimes telling me you need additional info when you shouldn't. It is causing me to lose trust that MetLife is accurately calculating what I'm actually owed in reimbursement or not. I am trying to be better about submitting soap notes with the invoice, but there is understandably a delay with acquiring these documents--soap notes and test results are not available immediately after service. So... I suggest you give clearer directions to your customers on how to submit claims so that they aren't bombarded with emails from you saying more documents are necessary. There should also be a clearer log of claims submitted, processing, and EOBs.. it's very clunky and I've resorted my making my own table on Google Sheets to track this all. I'm doing so much more work than I thought I'd have to, on top of handling the stress and emotion of my sick dog.

My experience over the last year, is that the goal of MetLife is to either No-pay or extremely slow-pay all claims. Example: uploaded documents mysteriously disappear so that the claim is put on hold and processing delayed. Every effort appears to be designed to reduce the reimbursement amount or to not pay legitimate claims.

I was a loyal customer for six years, keeping up with all premiums on time. My dog had no prior accidents or illnesses—until recently, when she began showing symptoms of a possible back injury. Despite that, Pets Plus Us denied coverage for all diagnostic tests, to exclude illness and now needs a MRI, simply because no vet report explicitly used the word “accident.” All attempts to determine what was wrong were rejected, even though vets clearly suspected a back trauma.

I literally cannot get in contact with anyone. While uploading pet information and receiving the EOB is decently efficient, to update an address/reimbursement account- I literally cannot get in touch with a soul :(