I have 3 pets insured with this company one Cat and two dogs. It was good for a while until I purchased a policy for my 2 dogs. Every claim I submit after that time goes to the wrong policy/pet and I mean EVERY SINGLE TIME. I called, texted, talked to Customer Service emailed and oh yeah CHAT which is completely useless, submitted and submitted and submitted over and over and over again. I finally got payment at the end of November from a submission I sent in August, and that was after I submitted this claim once a day for an entire week. I still have outstanding claims waiting to be processed and they are still under the WRONG PET!!!! Good thing I saved all my submissions emails and phone calls of everyone I spoke to. Who denies a claim for an anxiety medication after it has been paid for from day one. This company needs a serious overhaul.

My dog had. Diarrhea when I first got him because I was changing his food and they now called the chronic so anytime he has diarrhea. They have a get out of jail card for free and don’t have to pay the claim They’re calling a pre-existing. Really? You submit a claim now they want soap notes. I have had Pet insurance with everyone of my pets for the past 20 years I have never had to go hunting for notes from the vet. They say they’re going to pay within five or 10 business days but it’s more like two or three months if they pay you. They want to try anything they can not to pay claim even though it’s clearly noted that the claimant should be paid. It’s something that’s covered.

I'm very frustrated with Met Life Pet Ins. b/c their claims process is NOT 5 to 10 business days as they like to advertise. This is deceiving and simply a lie. I submitted a claim for my dog on 11/26/24 and so far, crickets. I sent an email last week for an update, and still, no reply. I will tell you that my claims have been paid BUT, it's simply a painfully slow waiting game. Are they short-staffed? is this why the claims process takes seemingly forever?? Customer service needs to improve: respond to our emails, have a better chat set up. Your chat box is almost always down! You guys are a multi million dollar company...why the lame chat, the lack of communication, the leaving-us-clients-hanging? It's really a disservice and I'm just plain fed up.

I've had MetLife pet insurance for 2.5 years on my Beagle. Their plans are very straightforward and they would get 5 stars from me just based on that. However, I can't recommend them whatsoever because of their shady business practices and abhorrent customer service. Their app was initially useless but they've since made changes and I can at least submit claims via the app with no issue. However, their customer service chat is down 95% of the time, and the other 5% it just says "please wait while we connect you to a chat support specialist" and it never connects... ever. Forcing me to call MetLife and sit on hold waiting for a human to answer. My main issue is that they rarely ever pay out claims within their stated terms. They say 3-5 days, but also say to give up to 10 days when they're busy. Ok no problem... But I've had claims sitting for several weeks, all documents correctly uploaded, and no pay out. When I call them to inquire, I get 1 of 2 standard answers: 1) "MetLife has up to 30 BUSINESS days to process your claim" -- which of course is no where on their website except the fine print of your contract, because advertising that you'll get payment in 6 weeks isn't good business. Or 2) magically my claim is being finalized that very same day I call to complain! Wow, what a coincidence. They take my monthly payment every month like clockwork, but I have to hound them for a payout each time, which I find ridiculous and annoying. UPDATE: I just got off the phone with MetLife and they told me the claim I submitted 2 weeks ago will likely take another 2 weeks to be processed, even though I have all my SOAP notes and documentation included. The rep said they are currently working on claims through November 25th and my claim was submitted December 4th. Today is December 17th. MetLife - If you are always behind on claims, you either need to hire more people or stop lying to your customers about the payout turnaround time. Stop touting 3-5 days when it will take a month or more.

There are no "0" stars permitted as MetLife Pet does not deserve the one. This has to be the worst company, let alone insurance company that I have had the misfortune of purchasing pet insurance for my dog. I will keep this brief unlike the FIVE or more telephone calls, multiple emails of SOAPS and MetLife Pet App submissions of SOAPS and Invoices. There are now multiple copies of everything and they are still NOT processing the claims because there are no SOAPS for three urinalysis reports and my claims will expire as they sent me an email that they were giving me NINE days to submit all SOAPS that had already been submitted and resubmitted. DO NOT PURCHASE METLIFE PET INSURANCE!

I cannot stress enough how disappointing and infuriating my experience with MetLife Pet Insurance has been. Their service is beyond incompetent when it comes to handling claims. Over a dozen of my dog’s medical claims were delayed, denied, or left in limbo as they repeatedly extended the review period, claiming they needed “additional documentation”—despite everything being provided multiple times. One particularly egregious incident involved an appeal from my vet, which MetLife representatives claimed they didn’t receive—twice! My vet confirmed the appeal had been sent both times, yet MetLife denied it until the appeal period expired, leaving me with no recourse. This was not just unprofessional; it felt deliberately obstructive. The lack of communication, constant runarounds, and blatant mishandling of claims has made this the absolute worst customer experience I’ve ever encountered. Dealing with MetLife has been nothing but stress and frustration, and I wouldn’t recommend this insurance to anyone. If you value your time, money, and peace of mind, do yourself a favor and look elsewhere for pet insurance.

Many calls to this crap insurance. I left Nationwide to come here because Nationwide was charging me up to $300/mo. This MetLife pet insurance is no better. The time to wait for my money is taking way too long. They claim they need SOAP notes, and prolong it even longer by saying we need this info and that info etc. The representatives are telling me they are backlogged since October due to natural disasters blah blah blah. They sure have no issues deducting my money from my bank account every month to pay their institution. I’m leaving once I get my money. I can’t wait this long for my money every time I submit a claim. They say up to 15 days now it’s 30 days, false advertising. Never had this issue with other pet insurance companies . I’ve asked to speak to a manager or a retention department, but they have nothing like that. Who’s running this operation? This is ridiculous! I’m waiting for my money then leaving as fast as I can, and not looking back. Thanks for nothing MetLife. Waste of time!

I submitted my puppy's emergency vet claim on December 8, 2024, and since then, I have contacted MetLife daily, only to receive inconsistent answers regarding the status and processing time of my claim. Their app and website misleadingly state that processing takes 5 to 10 days, but it's clear that this is far from the truth, as I have received no updates after that period. My dog had a follow-up appointment and is due for another one, but I cannot afford this additional cost while MetLife holds $2,200 of my emergency funds. This situation is unacceptable, and I am deeply frustrated with what appears to be a scam. I am concerned that when they finally review my claim—likely in six months—they will deny it altogether. I expected better from this insurance, especially since I pay my premium automatically through my employer. At this point, my only option is to wait the official 30 days and then escalate this matter to the State of Michigan and pursue legal action if necessary.

I submitted my puppy's emergency vet claim on December 8, 2024, and since then, I have contacted MetLife daily, only to receive inconsistent answers regarding the status and processing time of my claim. Their app and website misleadingly state that processing takes 5 to 10 days, but it's clear that this is far from the truth, as I have received no updates after that period. My dog had a follow-up appointment and is due for another one, but I cannot afford this additional cost while MetLife holds $2,200 of my emergency funds. This situation is unacceptable, and I am deeply frustrated with what appears to be a scam. I am concerned that when they finally review my claim—likely in six months—they will deny it altogether. I expected better from this insurance, especially since I pay my premium automatically through my employer. At this point, my only option is to wait the official 30 days and then escalate this matter to the State of Michigan and pursue legal action if necessary. I have had my puppy since June, and I have submitted every piece of paperwork to MetLife regarding her care. After being diagnosed with pneumonia at the emergency vet, she required an overnight stay for lifesaving treatment. I have uploaded all relevant documents, including every SOAP note, vet bill, and her adoption paperwork. When I last reached out to MetLife, I was informed that each time I upload new documents, it adds an additional 10 days to my processing time. This means I am now facing an unacceptable 100 days of processing time, and I expect a prompt resolution.

Metlife seemed promising at first, but our girl had an ER trip in December. Once a claim is submitted, Metlife estimates up to 5-10 days to process. When more than 10 days had passed, I called to check in on the status. I was then told processing times were running more like 15-20 days. When I mentioned that they estimate 5-10 days, customer service said that this had been brought to her attention, but the wait would still be more like 15-20. I asked if this lengthy processing time is what should be expected moving forward, but the woman seemed a little annoyed by my inquiry~ really though, I DO want to know because if this is what it's going to look like moving forward, then I want to switch companies!!!