Poor feedback Telling me I exceeded limits when my insurance is supposed to be unlimited

They never sent my the explanation for a double charge via email as requested. Double charge was never returned, let alone explained. A month after double charge insurance went from 100 per month to 150. This is after being a loyal customer for years, which I still am. I’ve had good experiences as well with this team but it’s hard to overlook unexplained charges and such spikes in cost.

I reviewed this company last year and wanted to give an update/experience for comparison. I was paying the monthly insurance premium, submitted vet bills and received zero dollars back. Someone recommended Fetch pet insurance so I swapped over. Went to the vet submitted the claim and received the full amount back. What a huge difference. Even when Fetch said they needed additional paperwork they did the work and reached out to the vets office to get what they needed. Hope this helps anyone out there looking for pet insurance. My vets office said that Lemonade was another good one. Steer clear of MetLife pet insurance. All I did was lay money out at the vets and for the monthly premium and saw nothing in return.

The app is easy to use and easy to submit claims, especially after a recent updates in the past year. Most of my experiences with customer service have been positive. The turnaround time is sometimes slow on claims , I have had issues with a few claims that should’ve been covered, and the price going up significantly in the past year- these are the reasons I am not giving a higher rating

The company does a decent job of approving claims but it takes far longer than it should. It should not take multiple weeks and a few inquiries to complete a claim. I had to have surgery on my dog because she had imbedding teeth but my vet said she had some tartar and it was denied. I think overall they are a decent company and cover a good bit but it takes time to complete a claim and the price continues to rise every year.

I’ve been a loyal customer since year one, and I’m disappointed to see the price increase so drastically. My premium started at $$79.64, then up to be $110.30 on year2 then doubled to $169.91 the following year, which feels excessive. When I reached out, I was told the increase wasn’t due to my claim history, but rather my location. However, I haven’t moved since I first signed up, so that explanation doesn’t make much sense to me. I hope the company reconsiders how these pricing changes are handled, especially for long-term customers.

THIS IS THE MOST ABSOLUTE. HORRIBLE. PET INSURANCE COMPANY! I have insured my dog since she was eight weeks old and have been with MetLife Pet Insurance for a while. I have experienced superb service from other companies, but unfortunately, not with MetLife Pet Ins. I submitted a claim on May 5, 2025, then I was contacted that in order to process this claim, they would need an additional documentation, which I ordered. Once received, I tried to upload it to the ACTIVE claim; however, one is unable to do so resulting in filing a whole new claim. This was May 5, 2025. Today July 21, 2025. I have sent numerous emails only to get an auto response that more information is needed to process the claim...I called, no answer. I reached out again the other day, nada. I uploaded the document requested of me to the emails (approximately 10) and still nada. Furthermore, For obvious reasons, I canceled my policy June 1, the actual day the payment was debited from my account. Guess what? No REFUND WAS PROCESSED to date. Nor was the claim ever processed, so 2.5 months later I finally got someone on the phone after being disconnected from the previous representative. Now, to be fair, I have worked with them in the past and never experienced this time-consuming and aggravating process. I like to take away lessons from situations such as this. Take it for what it is, here is my input: PETSBEST INSURANCE is more affordable and offers more coverage for less. I highly recommend making a switch or if you are researching pet insurance companies, at the very least, consider PETSBEST Pet Insurance to save yourself months of aggravation!

A faster turnaround would have been appreciated

When things go right, it's very easy, quick and simple. But when you need to appeal or debate a diagnosis/pre-existing condition, it's literally pulling teeth. Customer service is very nice but they do not ever reach back out to you when they say they will "personally handle the matter" My pet had some reaction on his paws, vet did not know what is was so they prescribed steroids, antibiotics, antihistamines, etc. Because steroids are usually used to treat allergies, Metlife declared it a pre-existing condition when the MD did NOT know what it was. Appeal did not go through as they use symptoms, not diagnosis, to determine conditions. I had a separate issue where my dog's skin was turning black in certain spots. She only saw pictures so she could not make a diagnosis. Metlife rejected the claim because it might have been allergies again. I tried to appeal but the vet would not sign since she DID NOT SEE the pet and could NOT make a diagnosis. So again I was denied payment. TLDR: Great when things are working smoothly. Horrific if you ever need to fight for something no matter how small

Company denies hip chew claim that recommend and that is covered. Don't use met life they deny everything.