They refuse to communicate without waiting on their phone line for long periods of time on hold and are not clear on the payouts. I've waited well over the time they have told me repeatedly my claim would be finished. Do not expect to get paid for months. I'm so sad my work picked this company to work with as a perk (because it hasn't been helpful at all so far), and I am running to my HR rep right now to share my experience with this company. Hopefully we'll get a new option next year Response to the Company: I've emailed that specific email you list here at least 3 times over various questions I've had in the past - with no response. Your online chat has NEVER worked, and emails go to a black hole. Sitting on hold for long periods of time is the only way your company communicates with people. Also, I see my claim has changed the amount of my allowance, yet - IT IS STILL PROCESSING AFTER 20 business days now and I still have heard nothing. Your company claims 5-10 days on its tracker. I'm baffled a MetLife company would actually be run this poorly tbh.

Although the reimbursement timeframe states 10 days, there is no guarantee when you’ll receive your reimbursement. I’ve submitted a claim on 1/09/25 and as of today, 1/28/25, I have not received my reimbursement. Highly unacceptable as this is the second time this has happened and I’ve only submitted three claims. I will be canceling and switching to Fido.

This is not good insurance. It take them forever to denial a claim and they don’t respond to emails or answer the phone.

I keep getting claim denials, live chat never works, wait on hold forever to only get open-ended non-answers. Emails never answered. My last claim they wanted my pet's SOAP notes. Turned them in and still another 10-15 days. It has already been a month. I'm about ready to contact the BBB and/or my state attorney general to file a complaint.

Metlife Pet Insurance committed fraud by not reimbursing my wife any of the vet costs she incurred last summer for her pet rabbit. We complained to the BBB and some government regulatory agencies, but Metlife refused to budge. They owe my wife around $275 for vet costs. I definitely don't recommend Metlife Pet Insurance to anyone else.

Worst service I've ever used. Completely fraudulent just like all the reviews state. They never pay claims, and I've been on a call with them for over 40 minutes trying to cancel the service. Don't waste your money. All their responses to reviews are the same canned response. Follow up: See their "cut and paste" response below, they live in an irony free zone it seems.

This is the worse insurance company I've ever had. They have terrible customer service, they take months to give you your money back from a claim and won't cancel you when you ask them to. I was fed up with their terrible customer service, and waiting months to get my claim money back, so I asked them on the phone in January to cancel my policy. They said they would and they sent me an email to submit a cancellation request. I filled it out and sent it back. In February I was charged $80 for my policy that should have already been cancelled. I call in to ask about it and the lady says, " Oh yeah that's so weird. It looks like that policy was cancelled but a new one was opened and that's why you were charged this month." I told her I cancelled my policy completely with y'all and nothing should be active. I never opened a new one. She said " I will make sure everything is cancelled and we will refund you that money." So they sent me another cancellation request email to fill out and I did. I've been waiting 5 days now to get money that was taken from me without approval. Which made me negative in my bank account because I didn't have $80 to spend in the first place. These people will be rude to you on the phone, not cancel your policy when you ask them to, not give you your money back for a claim until months later, and steal money from you without consent. Terrible company, terrible insurance, terrible customer service. 0 out of 10. Would not recommend to anyone. This company only cares about money, not you.

Horrible experience - pet lovers beware! MetLife is a grift and a scam. After drawing out the claims review process as long as possible, I was given ZERO coverage for multiple claims which, per my policy, are very clearly within coverage. Getting a hold of anyone useful is impossible, you only get bounced around from one customer service agent to another; all of whom are clueless and capable only of reading you your policy. A clear case of corporate greed; it has become obvious to me that in order to get my claim paid I will likely have to pursue litigation. Of course they count on you not doing that, on being able to screw over the little guys who don't have the time or resources to push for a fair outcome. Shame on MetLife. Can't imagine the cognitive dissonance required of the staff there. Such a perversion of what should be a critical resource to its paying customers. Stay far away and disregard replies from MetLife in the reviews here! They aren't actually helping these people out in any way - it is performative to assuage your doubts enough to buy into their grift. Don't be fooled.

My animals are very important. The first time I ever got insurance was through MetLife because I trusted the name. I made it abundantly clear the coverage I wanted. I made the mistake of trusting the MetLife agent to give me what I needed. I ended up with a policy that only covered $2000 which is nothing. If I knew that was the limit of the coverage, I never would have taken the policy because it was definitely not what I asked for. After my dog passed, I was advised I had a death benefit. So, I put the claim in, only to find out it got denied because I reached my $2000 limit, of which they only pay 90% so the actually limit is $1800. My premiums were more than that. Horrible coverage and will never go back.

Worst insurance company ever. Took a month to process claims, claim was approved seven days ago and still have no idea when it will be paid. I have called Customer Service several times and their only answer is "Citi Bank will contact you". I (stupidly) paid for a year in advance so I am stuck with this dismal company until December.