Ilike the level of insurance for my buddy. I am a very responsible pet parent and Iam dedicated to her best life. Met life is a bit pricey and honestly your time to pay is a bit longer than other products Ihave used. I am a nurse on a limited budget and the time you take to pay is a problem for me. The last issue was your staff said my case was to be delayed and then I got a somewhat threating email that if you did not recieve the vet notes the claim may be cancelled.I do not understand why met pet just did not converse with my v et as , this v et is highly responsive.So this is my honest review and I hope you improve.i currentl use another insuranc e for my kitty because of the pay out issue Thanks Kate D

Your communication is wonky. You communicated to me about the wrong reimbursement and keep saying it's being reviewed when I;ve submitted multiple variations of the paperwork requested. Additionally, this reimbursement has been approved previously so why the issue now?

The user interface should make it super simple to start a claim. It was super easy to see all the documents needed, just not how to actually SUBMIT a Claim. I noodled around until I found step by step instructions. I needed to click on my dog (I only have one pet. Who else would I be submitting a claim for?) This should be obvious like ordering on Amazon. There should never be a moment where you don't know where to click. That said, everything else went smoothly with uploads and reimbursement to my checking account. Kudos on the rest of the process. I appreciated the email updates too!

Customer service told me my claim was pending receiving the chewy invoice, so I submitted again only to find out later that day the claim was already processed and check was mailed to me.

When I submit documents MetLife tells me they don’t have it. Takes forever to process because someone is not checking correctly. Also when I call for questions I am told information that is wrong and I end up having to do the whole process over or they cancel it. I am not happy at all

I used to love MetLife. Now, they take a really long time to process claims and sometimes customer service isn’t great. I lost one of my dogs in Nov 2024 (my policy doesn’t renew until June). I called to report my pups death. I was informed that removing her would increase my rate (substantially) and if I did so, my deductible resets. Whaaat?

Too many emails. I stop reading them because most of them are "we received" "we are reviewing" "we read" "we reviewed" "we are thinking about it" I don't need to know every breathe you take.

I’ve found the claim and payout experience as a new client to not be the best. Have had to call numerous times and still feeling like things aren’t working great.

I have to submit SOAP notes just to get a claim processed? That’s ridiculous. I’ve had both of my dogs insured with MetLife for years, and the constant hoops I’m expected to jump through now are exhausting. For the thousands of dollars I pay annually, I shouldn’t be treated like I’m trying to cheat the system. The level of mistrust MetLife shows toward both me and my vet is insulting—and frankly, unacceptable. This company has become more trouble than it’s worth.

I will say that the customer service reps are fantastic. I’ve never had a negative experience when I’ve had to call. With that being said, I’ve had to call them way more than I think is necessary. The turnaround times between filing a claim and receiving the money is ridiculous. I have waited months for my money before. If that’s how long it takes then you need to be transparent about it and not advertise on the app that it will take 3-5 days. I also have had issues with the insurance reps denying things that shouldn’t have been denied, things that were blatantly missed on the forms, and making up diagnoses for my dogs that weren’t present. For example, one of my dogs who has since passed was on comfort care for cancer and for AVN of the hip. They didn’t approve any of his treatments for pain because they put a blanket statement saying it was DJD which was a preexisting condition (which that dog had never gotten any treatment for, it was only one line one time on a SOAP note for a yearly exam). I also had many issues with them delaying payment claiming that my vet had never sent them SOAP notes despite them being faxed, emailed and called about several times. I now get my SOAP notes emailed to me to submit with the invoices because my vet was so frustrated with this company. There are times I’ve had no issues at all but the issues I’ve had have been really bad and I’ve called and had to use my mean voice on the phone (which I never enjoy doing). I get a really good discount through my work so I’ve stuck with them, but when I consistently feel like people are trying to play games with my money and my fur babies I spend a lot of time and energy fighting back. Not trying to be negative, but if this company hopes to improve, I want to give honest feedback on my experiences.