MetLife increased my policy by over $700 a year. They are stating that this policy that I have no longer exists therefore I have to pay the price for it. I called multiple times they did not want to help me except for wanting to reduce my coverage which I do not want to do that was their only option. Their customer service was terrible I was lied to a couple of times by customer service and I was told that if I did not want to change my coverage then there wasn't anything that they could do for me since my policy that I have doesn't exist anymore

I submitted two invoices for prescription cat food prescribed by my Veterinarian. My cat has had major digestive issues, and is now healing and much better. Only one invoice was reimbursed. Kindly inform me how I can better submit forms and invoices so that the total amount is reimbursed, according to the policy that I have for my cat. Something is not working right, and apologies if it my fault with submitting documentation. Please respond as soon as possible. Thank you. Also, what is the reason for such a substantial increase in policy coverage? Does it depend on usage? I have never gone beyond the limit. Thank you for an informed response. Cheryl Bernardi

I am still new to Metlife Pet. I am frustrated with the reimbursement process. Last week I submitted an expense for my dog's annual check up. This week I received an email saying I needed to provide vet notes for the visit. I reached out to my vet to get the notes from the visit. I called to talk to someone at Metlife they said I didn't need the notes that it had already been approved. Additionally, I originally had 2 pets on my policy, I had just finished paying the deductible when one pet suddenly passed away. I was not expecting to have to start over with the $20 deductible after removing the pet that passed.

The app is not user friendly. Its very hard to use and isn't intuitive. Also a quick reference as to what's covered would be helpful. Also idk why my premium is going up this year....

I should have learned my lesson from my previous experience with MetLife pet insurance. They are horrible to work with. They take forever to reimburse for a claim. Your premium is always going up. They make excuses as to why something isn’t covered. Just a horrible company to have pet insurance through.

We have been with MetLife for four years now and this year both of my premiums jumped ~$20 for each of my girls. The customer service rep couldn't give me a good answer as to why. I ended up canceling our younger girl's policy and going with another company. I had to keep our other policy because unfortunately we are going through chemo at the moment. With chemo, we are asked to do a follow up CBC on week after each treatment, and after every single CBC, the claim is denied and I'm back on the phone with a rep trying to get them to reprocess the claim when it's clearly stated in the chemo POST note to follow up in a week with a CBC. This current go around, I've been hanging in limbo with MetLife over a claim for two weeks now and no one can seem to resolve the issue. At this point, my policy has renewed and I'm afraid the claim will go towards my current policy. If you are reading this and considering MetLife, please be prepared for ridiculous price hikes with no notice when your policy renews, a non-working app, customer service reps who are unable to help with getting claims processed correctly, and absolutely no communication/continuity of care when it comes to picking up where your previous call left off so you have to start from scratch each time you call about the same issue. Please consider going another route with your pet insurance. We've loved MetLife until this year. I'm not sure what's happened.

I really appreciate the flexibility in creating a custom plan. The reimbursement is comparable to other similar per insurance companies. My review of 3/5 stars comes mainly from the reimbursement process. It’s unclear what exact documents are required for reimbursement, and almost every time I have to go back in to figure out what is needed. It’s not an easy or intuitive process. It’s very frustrating to get a delay each time, especially when waiting for a significant amount of money to be reimbursed.

Overall, I am extremely unhappy with MetLife Pet Insurance policies and service. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan. The insurance model feels like this company exists only for profit without any regard for the wellbeing of people's pets. I am specifically frustrated that my dog's eye condition (pannus) is not covered. Months prior to her diagnosis, I scheduled her for a vet appointment to treat a bite mark and eye redness in one eye. At this appointment, I arbitrarily said the issue started "a couple weeks ago” after playing with another dog - I had waited until the policy started to schedule this appointment because this was our first time at a vet being insured. During this appointment, they could not determine why my dog’s eye was irritated, other than speculating that it was a play injury. She was also treated for a bite at this appointment. Within a week of this appointment, the eye redness went away without treatment. While at first covered, MetLife later retracted coverage after my dog saw a specialist for eye redness in both eyes, citing the initial appointment as proof that the issue began before policy coverage. I appealed the decision, got a doctor from the clinic of the first appointment to sign off that there was no evidence that the issue treated during that first appointment was chronic or pre-existing, nor necessarily related to the chronic condition my dog later developed well into the policy. My appeal was rejected, though I never received a letter in the mail and now it is far too late to re-appeal. Now, nothing related to her eye condition is covered, while I still pay over $100/month for her pet insurance. Because of this, I cannot afford to treat her eye condition and she may suffer permanent eye damage. I feel like we were completely taken advantage of, and roped into a pet insurance plan that is not best for us. More recently, I called customer service with an estimate to have a lump on my dog’s side biopsied. Based on MetLife policy, the customer service representative cannot even say definitively whether or not this biopsy will be covered. While I don’t blame the representative, it is extremely frustrating that is the plain policy of MetLife Pet Insurance to never give pre-approvals for coverage. I strongly advise against choosing MetLife to insure your pets - they are sharks that have backwards priorities, despite what their representatives tell you. For my next pet, I will be choosing a different provider.

Overall, I am extremely unhappy with MetLife Pet Insurance policies and service. The only reason I have stayed on this insurance plan is because if I switch to another provider anything that is currently covered under MetLife policy will be considered pre-existing under a new plan. The insurance model feels like this company exists only for profit without any regard for the wellbeing of people's pets. I am specifically frustrated that my dog's eye condition (pannus) is not covered. Months prior to her diagnosis, I scheduled her for a vet appointment to treat a bite mark and eye redness in one eye. At this appointment, I arbitrarily said the issue started "a couple weeks ago" after playing with another dog - I had waited until the policy started to schedule this appointment because this was our first time at a vet being insured. During this appointment, they could not determine why my dog's eye was irritated, other than speculating that it was a play injury. She was also treated for a bite at this appointment. Within a week of this appointment, the eye redness went away without treatment. While at first covered, MetLife later retracted coverage after my dog saw a specialist for eye redness in both eyes (months later), citing the initial appointment as proof that the issue began before policy coverage. I appealed the decision, got a doctor from the clinic of the first appointment to sign off that there was no evidence that the issue treated during that first appointment was chronic or pre-existing, nor necessarily related to the chronic condition my dog later developed well into the policy. My appeal was rejected, though I never received a letter in the mail and now it is far too late to re-appeal. Now, nothing related to her eye condition is covered, while I still pay over $100/month for her pet insurance. Because of this, I cannot afford to treat her eye condition and she may suffer permanent eye damage. I feel like we were completely taken advantage of, and roped into a pet insurance plan that is not best for us. More recently, I called customer service with an estimate to have a small lump on my dog's side biopsied. Based on MetLife policy, the customer service representative cannot even say definitively whether or not this biopsy will be covered, despite it being years into my policy. While I don't blame the representative, it is extremely frustrating that it is the plain policy of MetLife Pet Insurance to never give pre-approvals for coverage. In this same call, I requested some information on yearly rates and how they expect them to change from year to year - the representative could provide no information on this either. In addition to these problems, in my experience MetLife takes far longer than their 5-10 guarantee to process claims, doesn't update their system properly (my claims from the eye issues still say "processing"), and the system is glitchy and slow. I strongly advise against choosing MetLife to insure your pets - the

Good insurance so far, only problem is claims take a very long time. Sometimes up to 3 weeks to process.