I’ve been with pets best for years without filing claims. 2 years ago I filed a claim when my dog got an auto immune disease. Not only did they fight me every step of the way to get reimbursed but now they double the monthly cost every year. It takes months to get reimbursement and now I’m stuck paying either $300/month for one dog who is generally healthy or cancelling altogether. They seem great at first but like all insurance companies, in the end all they want is a profit without having to pay out.

For some reason, Nationwide chooses to only communicate via snail mail like it is the 1800s. My credit card expired and rather than calling me or emailing me to let me know I needed to update my payment method, they sent me a letter, which I missed because I’m not Laura Ingalls. So then they cancelled my pet insurance policies. Once I noticed that I wasn’t being charged, I contacted them to get them reinstated. After weeks of back and forth because I asked them to TEXT or EMAIL me and they kept trying to CALL me during business hours, I was told that now one of my cats (at age 8) is too old to be covered for illness. They then claimed they would reinstate my other cat (age 4) with no issues, but then weeks later, I got an email (finally, an email!) stating that I would have to bring her to the vet before they would cover her. Prior to all this, when I had a cat pass away, they tried to reject my claim and I had to call them in tears and basically ask how they could reject my claim when the poor thing was literally dead. Then all of a sudden they told me that oh, someone put in the wrong code and I’d be reimbursed, but who needs that hassle? Having insurance with this company is like having a part time job, only you’re the one paying them. I was a customer since 2005 and they were very blasé about just dropping me. I have happily taken my business elsewhere.

PetWatch24 transferred my policy to Hartville, telling me I did not need to do anything, and the policy and billing would continue. All of my details were transferred to Hartville including bank card details for payment. They failed to take the payment in January, and then contacted me by post to tell me my policy was cancelled. No email or phone call, but snail mail only. They did email me on Saturday 8 Feb, telling me coverage ceases on 10 Feb, but of course their phone lines are closed over the weekend. When I finally received the letter on Feb 8 (it took two weeks), I looked on the policy page to see no pet listed and no policy. When I called Hartville on Feb 11, they said they would see if the policy could be reinstated and would call me back. They didn't call, but DID take the premium for both January and February on February 12! When I called to ask why, they informed me that there could not be a lapse in coverage so they took January's money too! Even though my policy was not in effect and had been "cancelled". You can bet that if I had made a claim in January, they would have denied it. Their only alternate option was to restart the policy (Which was cancelled due to their error), and suffer a 14 day lapse in coverage. They refused to refund the payment for the month which was cancelled, and said it was state law, but would not provide me with that state law. They also said they emailed me on Jan 20 to notify me of the cancellation, but could not forward me that email either. They refused any goodwill payment to make up for THEIR ERROR. So I will be looking for alternate coverage, and advise everyone to stay away from Hartville - they certainly strive to maintain the poor reputation of insurance companies! I would not guarantee that they would pay out even if I was covered!

If I could give them a zero I would. I have the policy for just two months. I am absolutely furious. My dog had a medical emergency the day before Christmas, and I submitted my claims along with her vet records, expecting a timely response. Instead, I waited. And waited. I called three times, only to be told each time that my claim was "processing." Then, Pumpkin Insurance canceled my policy. I refuse to continue paying for additional months of coverage when their claims process has been so blatantly negligent. After further investigation, I found that they did send an email regarding the claim—but no one ever made an attempt to call me, and their emails were filtered into my Spam folder. And yet, despite this, they denied my claims, falsely stating that they never received my dog's vet records. That is a lie—they most certainly did. To make matters worse, they had the audacity to send an email with the subject line: "Your Pumpkin claim was recently completed. How did we do?" Are they serious? I will be pursuing legal action and reimbursement.

I would not recommend. Claims were denied on my senior dog when he started having liver issues because when he was a puppy he had a high liver enzyme reading after surgery. They claimed pre-existing condition. My other two dogs were still insured with them when they started not paying claims because I started using Pet Desk points and paid ahead on my account. When I used my credit balance they claimed I was getting discounted services. The line items on the invoice were not discounted, I was just trying to use my credit balance. That was when I did the math to see if I was really saving anything over a three year period. I was shocked to see that I was paying hundreds of dollars more by having the insurance. I no longer have the insurance and just set aside the money each month into a fund and I'm saving a lot of money. Update after response: An abnormal liver enzyme during recovery after a surgery is not a precondition of anything except normal metabolism of healing. Especially when there is many many years that it is normal again before a true illness occurs. My rating stands and I would give lower if I could.

The customer service team members are amazing and super friendly and helpful. The one star is because of how appallingly Fetch have tried to automate the process of getting in touch for help. The bot on the site is incredibly frustrating as it offers you a few options but never the one you want and no option to chat to a human. Calling on the phone is also frustrating as it doesn't have all the options, it puts you through to automated systems with no option to try and talk to a human. It also put the phone down on me twice. One time I pressed an option and it took me to a post-call survey even though I hadn't spoken to anyone yet. Then to resolve my issue I needed to email and the auto-response gave instructions for claims, which is not what I am trying to do and when I reply to try and rectify I realise I am emailing the Fetch Bot. Please Fetch can you think about your end-to-end customer experience and all their use cases. Your customers will judge you based on the barriers you put in front of them. And I feel sorry for your customer service teams having to deal with people who have been thoroughly frustrated by automation before they get passed to them.

Fetch is THE WORST. I called to cancel my policy because I wasn’t able to use it for a costly emergency and the customer service provider convinced me to keep it, I filed 3 claims all of which were for BASIC things that were supposedly covered under my policy. Each time they asked for more information for the things I was claiming, I provided them and was denied everytime. I more than met my deductible and ended up having to pay out of pocket for everything my dog was seen for. Each time they gave me some BS reason as to why I couldn’t be reimbursed. Do not use them, this is totally a scam!!!!

Got a 2 year old healthy GSD rescue. Have had insurance for two years (he is now 4 years old) and without any notice see the auto charge go from $53 to $80. That is a 33% increase with no claims. Be prepared that by the time your animal is getting older you will be paying THOUSANDS a year for insurance at this rate of increase. I DO NOT RECOMMEND THIS COMPANY. Put the premium you would pay in a savings account for your fur baby!

I submitted a claim for an accident (My dog's eye got scratched) in December of 2024. They asked for medical records from 2022 and 2023. I tried to contact them via chat and call. It is IMPOSSIBLE to reach to a human. I had to chat with the bot and tell them I wanted to cancel my policy because could not get any help from anyone regarding my claim. My dog was healthy and he did not have any doctor visits except for vaccines(which are not covered by his insurance) those years. Finally, I was able to talk to a human agent. He was not helpful at all and I ended up canceling my pet's policy. They do anything to deny your claim and I don't recommend this insurance to any pet owner.

I submitted a claim on 1-9-25 for our dog who had broken a toenail bad enough to have the vet cut it all the way back. Since that time AKC pet insurance has repeatedly declined to pay our claim saying the invoice was created using Aspose software that can be altered. Which is entirely incorrect. Our Vet does not use this software. Our vet has sent in an invoice, I have forwarded an invoice from our vet by email & so far nothing. These claims people need to learn to pick up the phone to contact a vendor if there is a question.