Horrible issue when a pet passed and I was overcharged

The Reimbursement turn around even with submitting all the details is AWFUL. I submitted a claim on 7/10 and got reimbursed incorrectly on 7/11 "due to a system failure." I called on 7/14 when I looked at the App and noticed the discrepancies on the reimbursement. I was told I shouldnt have even been reimbursed yet and that nobody else that submitted claims that day have been reviewed yet. She told me it would be reviewed by claims and get fixed within 3-5 days. I called back again after a few days and got some other lady who told me the same BS they tell everyone else "Claims take 5-10 buisness days but could take up to 30 days per our policy" couldn't give me a decent update just that it was sent back to claims for review. After 17 days go by I call back again and get the same BS answer above and no resolution. Mind you they have already reimbursed me previously for the same medication so why it takes this long to get reimbursed again is ridiculous. And the customer service is less then helpful and reads off their script. Better off going straight to management. I still have yet to receive a resolution or update as of August 5th...

I regret switching from my previous pet insurer to Metlife. I have had nothing but problems from the moment I signed up. It took multiple attempts to get my policies set up correctly (I have 5 pets insured). Then every single claim but 1 has had issues. They have asked for the same paperwork over and over again (medical records or explanation of benefits from previous insurer). How many times do I have to re-send? I have had to call on every single claim but 1. Their submission process SEEMS easy, but if you have multiple pets and policies, no matter what I do, everything gets messed up, And there is not text box to provide more info to help them understand the situation and what is being submitted. I have even tried writing the details up and uploading it with the invoice and SOAPs. They still doesn't help. As a customer, I am at the mercy of whatever claims agent is handling my claims. It should not be this hard.

Overpriced

rates doubled in one year. had to cancel coverage on one dog to make it affordable

raised my rates and my coverage is lowering.

My insurance doubled since the time I obtained it forcing me to cancel the renewal. My dog is healthy and doesn’t have any preexisting conditions.

The fecal tests that I submitted with the claim was not approved and stated as preventive. However, there is not a way to diagnost and follow up about this desease unless a fecal test is made.

Takes a long time to review and approve claims. Was told when I signed up for the insurance claims would only take 3-5 days. It can take up to over a month. Otherwise I have 3 dogs under the unlimited plan and the charge per month is not terrible and the reimbursement is set for 80%. It's just the turn around of getting reimbursed

In the beginning, it took several weeks to get reimbursed, but that part is getting better.