Better retrain your reps and supervisors about telling people the truth. I called five times and received five different answers. Reps are rude. You wait a long time to get answers. Totally unacceptable. Where did customer service go?

Took a month to settle claim and still getting emails that says they need more information after claims have been settled.

The turn around times for my claims is unacceptable. It often takes two weeks to be compensated. When I start a claim I also upload all of the required documents, but I still get an email saying you are "waiting" on documentation. Before I signed up for your service there was all kinds of promises on your website for "quick" turn around on compensation. Your customer service is not helpful at all and pretty dismissive anytime that I contact customer service. I have serious concerns about payment if I ever have serious illness or injury of my day.

I have uploaded claims and they have disappeared even after a confirmation email. The review time takes about a month not 5-10 working days. The website is very slow.

This is our second dog with Met Life and we are about to get a 3rd dog who we will now have to consider going to MetLife for as opposed to one of your competitors. Earlier this year I appealed a decision by MetLife who classified a request for a vet consultation as establishing a preexisting condition and subsequently denied $1500 or so of one time vet services as we desperately searched for getting our dog care.

I literally cannot get in contact with anyone. While uploading pet information and receiving the EOB is decently efficient, to update an address/reimbursement account- I literally cannot get in touch with a soul :(

I keep getting emails saying my claim is missing information. I submit that information, and I get the same email telling me the same information is missing. The email isn't clear to begin with. A real human (I assume) reaches out to tell me the claim will be processed ASAP, then I get the same original email saying information is missing. Have never had a problem until MetLife took over. Get your act together!

I was told by my employer when signing up with Metlife pet insurance that there were no pre-existing condition exclusions. But you have denied several claims based on this. SO DISAPPOINTING :-(

If you have a problem with billing and need a supervisor to assist you, forget it! They are all trained to say “I understand you” and “I am sorry “ which frustrates you even more.

Sometimes, reimbursements come quickly. Sometimes they come slowly. They rarely come with information until the final decision unless something is missing. A little more personal contact would be nice. And translating doctor speak into English. Why was something determined to be a pre-existing condition? How would I know or verify or know to appeal? Three stars because the process often works but information flows slowly and is sometimes difficult to interpret.