I’ve been with MetLife Pet Insurance for several years and have never had any issues—until now. Lately, every time I speak with a customer service rep, I get different information. I’ve also been told I need to wait three business days just to speak with a supervisor. When I submit a claim, instead of being notified that additional info is needed, the claim gets closed. Then the only way to reopen it is by filing an appeal that must be signed by my vet—which is a lot of extra work that could easily be avoided with a quick email or call. These claims are expensive, and waiting months for reimbursement is incredibly frustrating. I really hope the process improves, starting with easier access to supervisors—maybe even offering scheduled callback times instead of playing phone tag. It would make a huge difference. I truly miss how this company used to be.

Well I don’t know what to think because for one thing I can’t get in my app every time I try to login in it tell me that’s is not the right password and I have changed it more than once.

Stated benefits before signing up were not honored after signing up. 1st claim was not reimbursed in full.

very slow payments and sometimes wrong (lesser) reimbursement amounts if even by few dollars it makes a difference. Payment increases not good.

Wish I could leave 0 stars. Got a random $250 charge after a year since I purchased ONE item from them. Customer service is terrible and won't get you anywhere. My dog who the product was for to try and save him just passed away and now I have this charge. Way to kick me when I am down.

Premiums on 2 young dogs went up over $100 yr. Started at $120/mo, in 3 yrs it is over $300/mo, NO CLAIMS! Thieves, run away!!!

I have 2 pets covered by Embrace Health Insurance and it seems like no matter what the issue is, they find a reason not to pay. I never had problems like this with my previous pet insurance company. For example, my dog injured her knee from wear and tear over time because she's extremely active and when she developed a limp, I took her into the vet. Embrace refused to pay claiming it is a skeletal disorder, which is not covered during the 6-month waiting period. When I pointed out this an injury, not a widespread disorder, I was told I need to specify a specific incident/accident that caused the injury if I expected them to pay. It has been a rinse repeat for virtually every claim I turn in for both dogs. I highly recommend you look elsewhere if you want to get your money's worth.

Reply from MetLife Pet Insurance

ODIE: absolutely horrific and unethical service

Company denies hip chew claim that recommend and that is covered. Don't use met life they deny everything.