My claim was denied and I was told I hadn't submitted the correct paperwork and that I was "upset" with them, they also refused to get a supervisor. I had to call back and request a supervisor who confirmed all my paperwork was correct, my claim was incorrectly denied, and that I should always be able to contact a supervisor if I asked

Claim reviews takes several days to process and there should be a way to upgrade coverage during the current term.

My dog has been to a vet exactly once for an infection on all 4 feet. I filed the claim and 70% of the vet charges were denied because MetLife classified them as ‘preventive care’ even though the ONLY reason the dog was at the vet was the infections. 3 rounds of requests/responses and now they sent an Appeal form that requires me to take more of the vet’s time to certify that it was not a wellness visit. All to have this applied toward the DEDUCTIBLE! I’m not wasting any more of my and definitely not the vet’s time. Calling tomorrow to cancel this fly-by-night crap. Save time and effort and go somewhere reputable.

ENDLESS requests for revised paperwork since they stall on reviewing your claim and then say they need ‘new’ doctors notes. All this for an allergy shot reimbursement. God forbid I have an actual large bill to review. They will stall for months and most likely deny. I am going back to Lemonade, this is a joke.

ENDLESS requests for revised paperwork since they stall on reviewing your claim and then say they need ‘new’ doctors notes. All this for an allergy shot reimbursement. God forbid I have an actual large bill to review. They will stall for months and most likely deny. I am going back to Lemonade, this is a joke.

Turnaround time on claims and mobile app

My claims process has been so difficult because I ordered multiple products some that are covered and some that are not. I explained which items the claim was for but the processors cannot seem to understand that and continue to deny the claim for the items I’m not trying to file a claim for. I have emailed, added a note to the claim and called customer service and no one can help.

Items were not covered that should have been from the conversation I had when I signed Sophie up for the insurance.

I have to constantly resend invoices and additional info for a dog that they have insured for over 6 years and who has documented renal disease. Also raised my rate from $50+ a month to over $80 a month with no upgrade in services

We submitted all documents for a consultation, surgery, treatment and follow up with a cancer diagnosis. Not only was that devastating enough to go through, and we are still going through it but our claims were denied. The tumor that was diagnosed and removed all under the time frame of having your insurance coverage was denied due to it being deemed a ‘pre-existing’ condition. Back in 2021 our cat had developed a fluid filled cyst. Over time those cells changed and we were unaware it had become cancer (a rare tumor for a cat) until it was removed and tested under a routine dental cleaning. This is a NEW diagnosis as it was no longer a cyst. We had coverage, but MetLife failed us still. It’s been a nightmare and now we know we can no longer depend on MetLife having our best interests for our animals as their top priority. It takes time and a lot of research to find a reputable insurance carrier for animals. I have begun that research. While our plan has already rolled over we will have to wait until the next term to sign with another carrier. But now, since this cancer was not covered by MetLife -we will have likely no coverage for this elsewhere. How disappointing we have always paid our bills to you timely, have four cats under your coverage and have to deal with this on top of a cancer diagnosis. I wish this on no one, it has been an awful experience and I can no longer recommend this insurance to others. I had my parents sign with MetLife, my sister, and two friends. All this business I have brought to MetLife when MetLife didn’t have our backs. We did the right thing, we got coverage, take great care of our animals and this is what we get in return. We pay into a policy that would not stand by us in the worst of times. Thank you for reading this, if someone even does