MetLife | Pet Insurance Review

I've had MetLife pet insurance for 2.5 years on my Beagle. Their plans are very straightforward and they would get 5 stars from me just based on that. However, I can't recommend them whatsoever because of their shady business practices and abhorrent customer service. Their app was initially useless but they've since made changes and I can at least submit claims via the app with no issue. However, their customer service chat is down 95% of the time, and the other 5% it just says "please wait while we connect you to a chat support specialist" and it never connects... ever. Forcing me to call MetLife and sit on hold waiting for a human to answer. My main issue is that they rarely ever pay out claims within their stated terms. They say 3-5 days, but also say to give up to 10 days when they're busy. Ok no problem... But I've had claims sitting for several weeks, all documents correctly uploaded, and no pay out. When I call them to inquire, I get 1 of 2 standard answers: 1) "MetLife has up to 30 BUSINESS days to process your claim" -- which of course is no where on their website except the fine print of your contract, because advertising that you'll get payment in 6 weeks isn't good business. Or 2) magically my claim is being finalized that very same day I call to complain! Wow, what a coincidence. They take my monthly payment every month like clockwork, but I have to hound them for a payout each time, which I find ridiculous and annoying. UPDATE: I just got off the phone with MetLife and they told me the claim I submitted 2 weeks ago will likely take another 2 weeks to be processed, even though I have all my SOAP notes and documentation included. The rep said they are currently working on claims through November 25th and my claim was submitted December 4th. Today is December 17th. MetLife - If you are always behind on claims, you either need to hire more people or stop lying to your customers about the payout turnaround time. Stop touting 3-5 days when it will take a month or more.

I'm very frustrated with Met Life Pet Ins. b/c their claims process is NOT 5 to 10 business days as they like to advertise. This is deceiving and simply a lie. I submitted a claim for my dog on 11/26/24 and so far, crickets. I sent an email last week for an update, and still, no reply. I will tell you that my claims have been paid BUT, it's simply a painfully slow waiting game. Are they short-staffed? is this why the claims process takes seemingly forever?? Customer service needs to improve: respond to our emails, have a better chat set up. Your chat box is almost always down! You guys are a multi million dollar company...why the lame chat, the lack of communication, the leaving-us-clients-hanging? It's really a disservice and I'm just plain fed up.

My dog had. Diarrhea when I first got him because I was changing his food and they now called the chronic so anytime he has diarrhea. They have a get out of jail card for free and don’t have to pay the claim They’re calling a pre-existing. Really? You submit a claim now they want soap notes. I have had Pet insurance with everyone of my pets for the past 20 years I have never had to go hunting for notes from the vet. They say they’re going to pay within five or 10 business days but it’s more like two or three months if they pay you. They want to try anything they can not to pay claim even though it’s clearly noted that the claimant should be paid. It’s something that’s covered.

I have 3 pets insured with this company one Cat and two dogs. It was good for a while until I purchased a policy for my 2 dogs. Every claim I submit after that time goes to the wrong policy/pet and I mean EVERY SINGLE TIME. I called, texted, talked to Customer Service emailed and oh yeah CHAT which is completely useless, submitted and submitted and submitted over and over and over again. I finally got payment at the end of November from a submission I sent in August, and that was after I submitted this claim once a day for an entire week. I still have outstanding claims waiting to be processed and they are still under the WRONG PET!!!! Good thing I saved all my submissions emails and phone calls of everyone I spoke to. Who denies a claim for an anxiety medication after it has been paid for from day one. This company needs a serious overhaul.

All around terrible experience. Trying to chat via the web or app is useless. Trying to call is the typical insurance game, keep you on hold as long as possible hoping you hang up. Submitted claims, received email confirmation of submission stating "We will be reviewing it soon and will be in touch within the next 3-5 business days." and of course that did not happen. 3 weeks later I've already spent an hour in phone calls trying to make any progress. They gave excuses that didn't even apply to one of the pets claims. Stating they need SOAP notes for any non routine treatments. One pet's claims is only routine. He had zero medical issues. On hold for a manager now. They're making me wait more, it's currently been 20 mins. It's intentional and I'm aware. Let's see how this plays out. Either way everyone should know what the experience is like dealing with these people. I'm sure they train the employees not to call back and let things remain pending while in any loophole available, until finally the frustrated customer has to call. UPDATE I hung up on the call waiting speak with the manager after 35mins. I called back and I'm so glad I did. I spoke with someone who actually cared about how she did her job and the customer. She explained what the previous person did not. That missing piece is what made everything make sense. I have done what was suggested. I'll update this review as things progress. Currently changed from 1 star to 2. Update 2 Nicole rocks! Whoever is reading these reviews from MetLife Pet should know. Spoke with her 24hrs ago and already had one claim paid. She actually explained what the issue was and gave relevant information during our discussion. As opposed to the first person I spoke with who just kept repeating the same thing over and over again and not being very helpful at all. Upgrading the stars to 3. There's still pending claims being worked through. I'll come back with a final update. Final Update I changed to 4 stars. In the end our lil furry guys were appropriately covered. Nicole really saved the day. It took one call with her to change the whole process and get reimbursed in a timely fashion. She took an extra minute to explain how things work. Had Nicole been my first call, more than likely I woulda never ended up here. Any one have problems ask for Nicole! haha