Adding pre-existing conditions that don't exist, even though multiple emails, notes, and vet notes CLEARLY never said it's pre-existing. Also, the condition is not even currently existing.

Took a month to settle claim and still getting emails that says they need more information after claims have been settled.

UNREAL. I put in a claim for my tv. They sent someone to do a diagnostic on the tv where he confirmed there was an issue with it. He also word of mouth said the tv was visibly in perfect condition. They called me just now to say the tv had visible signs of impact. The tv LOOOKS BRAND NEW WITH ZERO DAMAGE NOT EVEN A SCRATCH ON IT. They literally paid someone to come do a fraudulent survey on my tv so they wouldn’t pay me out for the claim. I have not put in a complaint in 6 years of having this company. This is unbelievable. They demanded a diagnostic as part of the claim and I thought it was strange since the contract said nowhere that was a requirement. DO NOT get a renters insurance policy with lemonade. I’m filing a formal complaint. Claudia was very nasty on the phone too.

We have been paying for insurance with Healthy Paws for 10 years. Our premium has gone up substantially and we have rarely used the policy. We recently had a claim where our dog had an illness and the vet gave us his notes documenting the issue. Healthy paws dismissed it as a well visit and refused to pay. We appealed the claim and have not heard back. They keep saying it is being looked at with no resolution. It seems more like a scam and not worth having the insurance with them. We have used other companies in the past that were much more reputable and responsive.

Customer experience

Better retrain your reps and supervisors about telling people the truth. I called five times and received five different answers. Reps are rude. You wait a long time to get answers. Totally unacceptable. Where did customer service go?

Filed a claim on June 26, 2025 for vet visit on June 25th. After multiple notes to the vet and myself sending detailed notes still no answer from claims. I called last week and was promised swift process and still nothing. I pay big $$ for an 8 year old cat and the vet visit was under $300.00. I will give them until Friday, 5 weeks post filing claim and if no decision I will file a BBB and Elderly fraud alert. Our vet recommended Embrace so I will let them know the outcome.

Update: they did give me a refund and canceled my membership before no show fees for the nighttime appointment were added. I will update if I never see that refund. If I could have gotten ahold of someone immediately besides the vet saying they’d see us at 11:20 at night or I’d get a no show I probably would rate higher. You should be able to talk to someone immediately with an issue like scheduling! 11:20pm Vet appointments are not normal!!! This is a very easy miss for anyone! Thankfully we kept our local one just incase.

They overcharge for premums once your dog turns a certain age, forcing you to cancel and then leave you with nothing for your pet. Disgraceful!

Overall, I am extremely unhappy with MetLife Pet Insurance policies and service. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan.