I rescued another dog in 2024. Received no information so purchased MetLife Pet Insurance before any vet visits. Visits went to my deductible. My vet received vet notes from prior owner and I submitted everything. My vet recommended tests for an issue that cost $2488. MetLife let me pay down on my deductible but when this would go into reimbursement, MetLife denied the claim saying "pre-existing". They can, and will, claim anything expensive as pre-existing in order to not pay out.

MetLife denied my claim for vet recommended testing costing $2488 for my new rescue dog. MetLife sent me a short note saying my dog's issue was pre-existing based on notes prior to my taking in the rescue. I had received no information on the dog, purchased MetLife before my first vet visit but they found information from the previous owner's vet (that I did not have when I purchased the insurance) and refused my claim.

Metlife Pet Ins is out for one thing, make big money! Denying claims is what their employees are trained to do and upsetting their customers to the point of making them cry! Shame on you Metlife! I have already talked with three different agents about my claim and have gotten no where. Our dog was just diagnosed by our vet with a luxating patella. The last agent I talked with basically told me they are trying to say it is preexisting and we have been insured with you for 16 months! Preexisting? Really? They are trying to bury us in paperwork so we will just give up like we did with the first claim that they denied. Shame on me for thinking that you were going to be a trustworthy company.

When submitting a claim it says will process in 3 days. Then it switches to 5-10 days. Then it switches to 15 days. Policy says they will be pay within 30 dqys. I'm at day 28 and nothing has been done with my claim. I'll be filing a complaint with the Attorney General. Met Life does not do what they promise in the contract but expect me to follow it or they'll cancel you. Go with another provider and skip over MetLife.

They say 3-5 business days but it ends up being 3-5 weeks and then randomly they'll send you an email weeks later that they're missing a document, which more often then not, they already have. And then because they put stuff on hold, once you contact them again, the entire process starts all over again and you have to wait another 3-5 weeks. It's extremely inconvenient/.

The first claim I submitted will require a month to process. When I submitted the claim, the acknowledgement stated 5-10 days. And then after following up, I was required to provide documentation delaying the claims even longer. It has been 20 days since the first claim was submitted. I will follow up again. Needless to say, I’m researching other insurance options.

I am sharing my personal experience with MetLife Pet Insurance to help other pet owners make informed decisions. While this is my honest account, I encourage everyone to carefully evaluate their options before choosing a pet insurance provider. Key Issues I Experienced: Claim Denial Based on Preexisting Condition: My claim for my cat was denied, with MetLife citing the condition (stomatitis) as preexisting. Based on the medical records and timeline I provided, I believe this determination was made in error. The records showed no diagnosis, treatment, or symptoms of stomatitis before the policy’s start date. Despite this, my concerns and supporting evidence appear to have been overlooked. Repeated and Unclear Requests for Documentation: After submitting all the requested documentation, I was asked repeatedly for additional records without any clear explanation of what was needed or how it related to my claim. This created unnecessary delays and left me feeling frustrated and unsupported. Lack of Response: I sent a detailed letter on January 2, 2025, requesting a reevaluation of my claim and an explanation of the repeated documentation requests. As of today, I have not received any acknowledgment or response, which has been extremely disappointing. My Next Steps: Given my experience, I feel it is necessary to take the following actions to address my concerns and seek a resolution: Filing a Formal Complaint: I plan to submit a complaint to the State Department of Insurance to ensure my case is reviewed independently and to raise awareness about these practices. Consulting Legal Counsel: I will seek advice from a legal professional to better understand my rights and explore options for resolving this issue. Sharing My Experience: To help other pet owners make informed choices, I will continue to share my story through consumer advocacy platforms and online reviews. Reevaluating My Coverage: I am actively exploring alternative pet insurance providers that prioritize transparency, efficiency, and customer care. A Word of Caution to Other Pet Owners: While this was my personal experience, I encourage others to carefully review the company’s claims process and policies before making a decision. Based on my interactions, I felt unsupported and unclear about the handling of my claim. Pet insurance is meant to provide peace of mind during stressful times, and I hope MetLife will take steps to improve its processes in the future. I hope sharing my experience will encourage other pet owners to be vigilant and help MetLife reflect on areas for improvement.

Again--not a zero star allowed. My claim has not taken the 10-15 days they advertised. I called in (cause chat is a joke) and she said it was all fine. Now I get a message that says something is missing--WHAT IS MISSING--you cut off the statement and I have no idea. I am seeing all these negative comments and believe I will need to change companies. Thank goodness my dog is young and I can find another company. They can't even communicate via email---really????

They have been dragging their feet from the very start of our FIRST claim with them. It has been 20 days and several emails plus a direct letter to them asking what they keep saying 10 days for a claim to be processed. It is double that now. This is not a large claim. With the results received from this small claim, I am worried that if we had a major claim this would be the result. We have two dogs insured with them and will be looking elsewhere for a reputable pet insurance company.

There are very few exotic pet insurances out there, and I was told metlife was the exception. I was told wrong. I have had multiple complications and misinformation about my policy and what it covers from the moment I got my quote. I was told my policy would cover spay/neuter over the phone, but now I am told it isn't covered, and I am out 4,000 dollars with no assistance. (I have a rex rabbit btw)