The claims process can be overly complicated. I submit claims and add info as requested "add to existing claim" but it often generates a new claim And then I have to call in. I've also experienced clearly coded covered procedures that get denied. Then I have to call in. I've had this insurance my dogs entire life (11 years) and only ever used it this year. The process should be improved to require less from me. After a decade of premiums and no claims, I expect better.

Length of time to have claim worked is much longer than what is quoted on the website when submitting a claim. I have had to wait sometimes 3+ weeks to have them worked completely.

Sad how little insurance pays for but it costs so much, what a waste.

Horrible issue when a pet passed and I was overcharged Rate increased without any notice

The Reimbursement turn around even with submitting all the details is AWFUL. I submitted a claim on 7/10 and got reimbursed incorrectly on 7/11 "due to a system failure." I called on 7/14 when I looked at the App and noticed the discrepancies on the reimbursement. I was told I shouldnt have even been reimbursed yet and that nobody else that submitted claims that day have been reviewed yet. She told me it would be reviewed by claims and get fixed within 3-5 days. I called back again after a few days and got some other lady who told me the same BS they tell everyone else "Claims take 5-10 buisness days but could take up to 30 days per our policy" couldn't give me a decent update just that it was sent back to claims for review. After 17 days go by I call back again and get the same BS answer above and no resolution. Mind you they have already reimbursed me previously for the same medication so why it takes this long to get reimbursed again is ridiculous. And the customer service is less then helpful and reads off their script. Better off going straight to management. I still have yet to receive a resolution or update as of August 5th... UPDATE: 8/8 ended up calling again as I still have received no resolution for Metlifes screw up on my claim. Talked to another gal in customer service who informed me that last 3 other times I called nothing had been pushed forward so she pushed it. Told me its going to take 3-5 days to review again. We are on 20 days now of a unresolved claim issue due to their system. And now I have to wait again another "3-5 days." I ended up calling back and talking to a manager who is hopefully expediting this since I have called several times already... ANOTHER UPDATE: 8/14 called again which feels like the millionth time. 23 days later and still not reimbursed for a claim submitted in July. For how much I pay a month its ridiculous its taking this long to get reimbursed... so forwarning its taking 10+ days to get reimbursed for a simple claim anything complex expect the full almost 30. Unbelievable. Make sure you have money set aside as backup.

I regret switching from my previous pet insurer to Metlife. I have had nothing but problems from the moment I signed up. It took multiple attempts to get my policies set up correctly (I have 5 pets insured). Then every single claim but 1 has had issues. They have asked for the same paperwork over and over again (medical records or explanation of benefits from previous insurer). How many times do I have to re-send? I have had to call on every single claim but 1. Their submission process SEEMS easy, but if you have multiple pets and policies, no matter what I do, everything gets messed up, And there is not text box to provide more info to help them understand the situation and what is being submitted. I have even tried writing the details up and uploading it with the invoice and SOAPs. They still doesn't help. As a customer, I am at the mercy of whatever claims agent is handling my claims. It should not be this hard.

Overpriced

rates doubled in one year. had to cancel coverage on one dog to make it affordable

raised my rates and my coverage is lowering.

My insurance doubled since the time I obtained it forcing me to cancel the renewal. My dog is healthy and doesn’t have any preexisting conditions. Update to MetLife response: I tried calling two times trying to lower the price without sacrificing too much coverage. Unfortunately it makes more sense for me to switch to a different company. Too bad because otherwise I was happy (except of long claim processing times).