I am incredibly disappointed with MetLife’s pet insurance service, particularly their customer service and claims process. I attempted to file a claim for my cat, providing all requested documents, but their app repeatedly flagged missing information, delaying my claim without clear guidance. When I contacted customer support to clarify, I was told I needed a “benefit document” from my previous pet insurance provider. This requirement is unreasonable and poorly communicated for several reasons: I am no longer a customer of my previous insurer, making it extremely difficult to obtain such documents. MetLife never mentioned this requirement when I switched to their policy, leaving me blindsided. If MetLife were my first pet insurance provider, would I be unable to file a claim simply because I lack a prior insurer? This policy feels designed to obstruct claims. The customer service team offered no solutions, and their app is frustratingly unreliable. This experience has been the worst I’ve encountered with any insurance provider. MetLife’s lack of transparency and poor treatment of customers has left me deeply dissatisfied. I will not use any MetLife products again and strongly caution others against choosing their pet insurance.

Horrible. They take their time to process your claim. Customer Support doesn't care or help with your claim. They clearly offer 5 to 10 days to process claims but somewhere withing your policy it says 30 days, where you can't see it. To me they offer time frame that they are not in compliance with. Submitted my claim on 4/2/2025.

The person who returned my call didn't give me the correct information.

Not transparent about waiting period for new puppy- nothing was covered

When my cat turned 16 to the raised his premium to 345 a month. When he needed it most. Stay away. Also: the response to this is cold as helland exactly what you would think. I paid for my cat to be insured his whole adulthood before any problems. They went from 95 a month to 345. Do yourself a favor, put the same amount of money into a mutual fund, earn interest, and pay out of that. Otherwise, no matter what the corporate drone below would have you believe, they will screw you over when you need it most. May the insurer feel the same suffering that they instil upon every pet owner who watches their pet die due to insurance premiums that are untenable when your sweet, precious, babe needs it the most. A pox on your family.

Avoid! I've been with this company with two dogs for 7 and 8 years, dogs have been insured since about 4-6 months of age. No issues with small claims over the years, however premiums increase regularly, to the point where I had to cut back to high deductible (more emergency style coverage), verses low deductible in the past. Recently had dentals done on both dogs and the company is requesting essentially full medical records to process the claim "to see when the condition started". This seems a bit ridiculous given the dental are appropriate for age and the dogs have been insured through these fools pretty much their entire lives. I dread the idea of trying to fight these guys to get anything major covered as this has already been a huge hassle and really seems unnecessary for common age appropriate medical procedures. The kicker is their call center is somewhere in southwest Asia, I've called several times over the years and have found it near impossible to have a productive interaction. I stay with them due to preexisting medical conditions but am at the point of just cancelling because it feels like scam if they won't payout for valid claims. After the deductible it will be a few hundred dollars back to me - a big deal for me, probably not so much for them.

Although it was an easy interface to add pets, unfortunately the system wouldn't take my billing address, no matter how many times I filled it out, and therefore the billing page refused to complete the purchase. Then I get an email saying that Nationwide received my application, which confused me, considering the webpage for purchasing the plan wasn't letting me finish. Not just that, but the email I received only mentioned one of the pets I was applying for coverage on. Very confusing.

The USPS did not deliver the letter in December about policy changes, nor did I receive any further communication regarding the policy with a renewal date in April 4 months after the letter which was not in my mailbox. The policy was canceled without my knowledge or notification or warning of its cancellation. I have had my dog insured with them for 7 years and any conditions covered on previous policy will not be covered on new policy. There wasn’t even a choice to roll-over to the “new plan” the old policy was canceled and coverage starts new not covering any of the medical pre-existing conditions he had been covered on the policy for the last seven years. It’s unethical and a way out to no longer pay for my dog’s conditions they had previously covered under the policy plan they had eliminated. Premiums were always paid and except for this last year I hardly submitted any claims in the past 6 years. Just when I needed the coverage the most Nationwide made a loophole in terminating the plan my dog had and making me apply for a new plan so his illness would not be covered as they consider it pre-existing even though it existed while covered by Nationwide.

No other options too answer because I have not been approved yet. Just applied for the insurance today.

Metlife will endlessly ask for records over and over. They will call your vet asking for the same records that they have already received 100 times over. No matter how many times you submit them. They continue to stall in hopes that you will just give up. Metlife is the worst. Don't waste your time and money.