MetLife Pet

I was recommended to switch insurance to MetLife but since submitting first claim it has been a total mess. I my claim has been denied even though I have provided every document I have in my possession. The chat function isn’t allowing me to ask a question because it thinks I have two chats open even though I don’t. The web version I couldn’t find where I add a document to my claim so I have to do it through the app.

They request the docs you uploaded again and again and don’t process the claim

I used to be with another pet health insurance company and my dog is on the prescription diet food that it supposed to be Partially paid by the insurance. When I submitted the invoice they didn’t pay anything , witch the other insurance company was paying for his prescription diet food.

Takes weeks to get anything done if they need additional information. And every time I try to start a chat it says I already have one open, but I do not. It has been doing this for at least 6 months, and I am on the latest version. Extremely frustrating and I am considering cancelling the insurance since I am not even sure if I can use it.

The insurance is wonderful and covers so much and isn’t even one of the more expensive options. The problem is this app. The app doesn’t allow you to change or update your own payment methods so you have to call them to change it before your payment is due. I personally download apps like this to eliminate the necessity to call places for things that could take less than 30s for me to update on my own. Hopefully updates will come to the app to change this, but until then the app is kind of garbage which is wild because the service is amazing.

Refusing claim stating pre existing condition on a 3 month old puppy? Do your research before signing up for any company! Shameful

The claims process is for MetLife needs to be shorter.

So far the app has been giving error after error and will not let me do anything through it.

My dog had to go to the emergency room for the first time. I had just switched to MetLife insurance due to it being cheaper than my prior insurance that I really liked and had used for years, but their prices almost doubled since last year. I immediately submitted my dog’s claim documents and it took MetLife the maximum amount of time to review them and did not communicate that they needed any other information. I kept checking my profile to see when I would be getting reimbursed. One day, there was an alert message within my profile that said another document was required that I thought I had already submitted. I tried messaging and calling MetLife for questions, but no one was available to chat with and no one answers the phones. I had never gotten an email alert about this and would have not known if I hadn’t been checking my app every day. I then submitted a years worth of my pets history and asked over the chat feature (Brandee answered this time) if the claim could be expedited since they had already taken so long and I was told the process had to start over again and there was nothing she could do to expedite. So now I can wait another 15 business days and check my app every day because I know they won’t communicate via email if they need anything. I guess you get what you pay for and I would have continued to get quality service and prompt reimbursements if I had stayed with my old insurance. I will see how this claim resolves and then maybe cancel my policy with MetLife. No one wants to deal with more stress after already dealing with a sick pet. No one at MetLife has been helpful. @Metlife - DO NOT reply to me with one of your generic messages telling me to reach out to you guys. That just adds more work and stress to your customer instead of you reading the problem and reaching out to the customer with a solution. The head of customer service should be ashamed of the quality they provide.

This is the worst pet insurance EVER. I waited 11+ days for them to tell me I have to send 2 more documents before they will process my claim. What a scam! I cannot cancel my policy fast enough.