So far it's been 12 days and I still haven't had my claim resolved. I'm pretty sure I sent all you needed and probably more. I had another claim the following week.

While the insurance coverage is great, the claims process is extremely slow, often taking over a month now for reimbursement to be sent per claim. The “required” documentation per claim is often a bit excessive, every claim requiring provider SOAP notes, when not all claim events (I.E. refilling flea and tick prevention meds) necessitates a visit that generates those notes, and repeatedly uploading previous copies of notes that have no changes or additions to them begs the question why they are needed in the first place. All claim documents need to be spoon fed to claims persons and if all information isn’t spelled out in black and white, your claim is kicked back to you to provide more information and spell it out for them, which delays processing and distribution even longer. In the end, I guess the benefits outweigh the cost and the experience, but this entire experience could, and should, be better.

New member, first claim, but it's been over 10 days and I have heard noting about my claim. I also have no way to upload banking info for ach transfer. We will see how this goes.

I don’t like that your employees can’t tell me if my pet’s procedure will be covered or not. Especially when my vet gives me an entire breakdown of everything needed to be done.

I am writing, yet again, to express my growing frustration and disappointment regarding a recurring issue with my monthly claims—an issue that has persisted for nearly three years without resolution. Despite providing clear, written documentation from my veterinarian—filed with my account—stating that both of my dogs require AGE every month, your team continues to process these claims incorrectly. I submit this documentation with every invoice and even highlight the AGE section to eliminate any possibility of confusion, yet the same mistake occurs month after month. This repeated failure is inexcusable. It demonstrates either a serious lack of training within your claims department or a complete breakdown in internal processes. I have been given the same tired explanations for years: new staff, understaffing, account flags being “missed,” system issues. At this point, those excuses are not only insufficient—they are insulting. Three years is more than enough time to identify the problem and implement a permanent fix. Your service is failing to meet even the most basic standards of accuracy and accountability. As a paying customer, I expect consistency, reliability, and professionalism. What I am receiving instead is systemic incompetence and indifference. Were it not for the restrictions posed by pre-existing condition exclusions, I would have moved on long ago. Sadly, I am effectively trapped in a relationship with a provider that repeatedly demonstrates it cannot meet its obligations. I am formally requesting that this issue be escalated to a senior-level decision-maker with the authority and competence to implement a systemic resolution. I should not be forced to waste my time each month correcting the same preventable error. This is wholly unacceptable and deeply disrespectful of my time, my effort, and my loyalty as a long-term customer. Furthermore, I find it entirely inappropriate to be told that I must contact your office *again* when this issue has already been flagged multiple times. If resolution is truly a priority, the responsibility should be on *you* to contact *me*—not the other way around. I expect a prompt and thorough response to this message, along with confirmation that meaningful corrective action is being taken. Enough is enough.

My claims have been repeatedly denied because lack of "SOAP notes". My vet has provided all the information they have and so I'm basically unable to use this service.

Claims processing has slowed way down. It shouldn’t take weeks on end to process a claim, especially when it was for a sick visit.

MetLife Pet Insurance does not acknowledge receipt of claims sent in by Veterinary staff on the actual day of service. Insured then has to send in claims as an email attachment. The claim is acknowledged as having been received and the clock starts ticking for processing at that time. No explanation is given as to what happened to the first submission.

Website makes it very easy to submit a claim. however last year it took almost a month for me to receive reimbursement. Website said up to 10 days. I would also like to mention, for dogs to get vaccination's only, it does not require a visit with the veterinarian. A vet tech can give vaccinations. Please do not ask for SOAP notes for this type of visit. The appt is barely 10 minutes. Most times they do not have Soap notes so it's an inconvenience to keep asking them to provide me with something I can submit to the insurance.

Compared to other companies it takes forever to pay.