Your website is too difficult to navigate.

My first claim was handled by a reviewer who either knowingly committed fraud or was simply incompetent, not sure which one it was. When I called to question it, i was told i would need to appeal it even though my vet’s documentation was fine so we sucked it up. Since then, we haven’t had any issues and are pretty pleased. The refunds take a little long to receive but that’s not a major problem for me. Overall, i am satisfied. If the first claim had been corrected, i would give 5 stars. Update: it took 2 weeks for someone to get in touch with me about my review. They maintained they were correct in their review. My puppy hurt is leg while sleeping in his crate. The vet notes show he had an x-ray that showed possible fracture at growth plate, was lame and painful. Was given pain meds. Because we didn’t physically see the accident occur, and vet took notes of “no known accident” because he was alone when it happened, MetLife denied the claim, categorizing it a soft tissue INJURY but calling it an illness (which he was in waiting period for coverage). Make that make sense.

It took a couple years for your staff to figure our 2 dogs, prescriptions, dog food prescriptions etc and how to pay them. Thank god for Katie Casper helping rectify the issues.

My experience over the last year, is that the goal of MetLife is to either No-pay or extremely slow-pay all claims. Example: uploaded documents mysteriously disappear so that the claim is put on hold and processing delayed. Every effort appears to be designed to reduce the reimbursement amount or to not pay legitimate claims.

I had to cancel the insurance as I wasn't going to pay for something that was taking over 1 month to get reimbursement. I would submit everything they asked for only to receive an email saying they were missing information that I knew I sent and had record that I sent it. Their live chat is terrible as no one is available during the open hours. The email responses are not much better as these are vague and not helpful. There was no simple and quick reimbursement as everyone has said.

My new kitten was only 3 months old at the time he got sick sonwe took him to the emergency vet for the first time he ever saw any vet. They kept emailing me for missing paper wotks that I have submitted. It took me same 7 emails, same 5 phone calls and one month for them to tell me that they won't approve me because it's an pre existing illness! Mind you this is the first time, he ever got sick or seeing the vet!! SCAM SCAM SCAM!!!

I submitted an initial claim by email on July 15th for two visits. Their website says most claims are processed with 5-10 day with some taking longer. After about 10 days I received word that some of the documentation was unreadable so I resubmitted using the documents using their app. On July 29th I submitted A 2ND CLAIM for additional expenses through email. Checking their website I saw that all the documents have now been lumped into ONE CLAIM. This was confirmed by the customer rep I spoke with. She additionally said that I could be waiting for 30 days for payment of the TWO claims. Their processing time is not what they say and has been getting long through the years.

Here we go again—another denied claim. Another month of absolute nonsense. At this point, I’m not even surprised. Just disgusted. For YEARS, I’ve submitted the exact same documentation from my vet stating that both of my dogs require AGE every single month. It’s on file. It’s highlighted. It couldn’t be more clear unless I tattooed it on someone’s forehead. And still—STILL—MetLife can’t get it right. Every month I waste my time fixing their mistakes. Every month I get some excuse: new staff, system issues, someone forgot to read. Are you kidding me? If any of us did our jobs this poorly, we’d be fired on the spot. The truth is, MetLife Pet Insurance is broken. The service is a joke. The systems are garbage. If I weren’t locked in because of pre-existing condition exclusions, I’d have ditched them ages ago. As soon as I find a better provider, I’m done. And if you’re reading this and dealing with the same ridiculous runaround—take this as your sign. Jump ship. They don’t deserve your money, your time, or your trust. Fix this, MetLife. Or don’t. Just know I’m not going quietly anymore.

I love that l don't have to worry about my dogs going to the veterinarian, but the processing time is long.

Getting claims mixed up between my dogs, taking a while to get reimbursement, asking me to answer questions way beyond the need to prove I was correct to submit a claim for reimbursement. Your claims page is too confusing - and your emails regarding a claim has been approved should name the dog and their policy number.