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’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.

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!

Reply from Lemonade

I haven't used it yet so I don't know. I've heard they pay out but I also read some horrible reviews. I don't know yet. However, I do know that they email you until you actually review them. And considering they're not a pet insurance agency & they're owned by 1 of the largest big equity firms in the world, I get it. Its PR. Hopefully if I need them, they will reimburse me. But again it's America & big equity. They don't care. Just try to keep your babies safe.

The user interface should make it super simple to start a claim. It was super easy to see all the documents needed, just not how to actually SUBMIT a Claim. I noodled around until I found step by step instructions. I needed to click on my dog (I only have one pet. Who else would I be submitting a claim for?) This should be obvious like ordering on Amazon. There should never be a moment where you don't know where to click. That said, everything else went smoothly with uploads and reimbursement to my checking account. Kudos on the rest of the process. I appreciated the email updates too!

Told me 60$ for the coverage I wanted, but once it was said and done, it wants to say it's going to be 115 for initial payment? That wasn't what y'all just told me

When I submit documents MetLife tells me they don’t have it. Takes forever to process because someone is not checking correctly. Also when I call for questions I am told information that is wrong and I end up having to do the whole process over or they cancel it. I am not happy at all

After having the insurance for a year they tied an issue with his limb to a non-covered event and denied the claim even though our vet noted it was part of that issue. They are not friendly when it comes to the denial of the claims. They give very detailed rejections and don't cover anything that may be covered. They are dishonest and their customer service hours are horrible.

Very disappointed. They take far too long to decide claims, then dodge responsibility by labeling new medical issues as “pre-existing.” Feels dishonest—look elsewhere for a company that actually stands by its coverage.