I was able to muddle my way through the online claim process, but it is not easy. I got to a point and truly had no idea what to do next. I just kept clicking on things until it worked. You could do better..
I have had no issues with my coverage and overall, I am satisfied with the services provided by MetLife. However, I have encountered recurring difficulties with the functionality of the app's features which has gotten worse in recent years. For example, I have attempted to utilize the vet chat on multiple occasions, but have been unsuccessful in reaching a representative. I consistently receive an error message stating, "Sorry, we're off the leash" or something along those lines. Similarly, I have encountered errors in the customer service chat, making it challenging to get in touch with someone regarding any concerns or inquiries. Furthermore, when attempting to rectify incorrect information on my dog's profile through the app, I continue to receive the same error message. Although I was able to submit a recent claim, it is currently in a processing state with an estimated waiting time of 5-10 days for document verification. Unfortunately, the app does not provide any indication of whether I have successfully submitted all the necessary documents, leaving me uncertain about the status of my claim and the accessibility of the information for the company.
If you hope to use the virtual Vet services, think again
My dog is limping and he’s obviously in pain. My local vet is away at lunch so I decided to use the virtual vet services offered by my MetLife policy. I was in the middle of a chat with the virtual vet when she asked me to record a video of my dog attempting to walk when the chat crashed. I tried to reopen the chat but repeatedly got an error message. I logged in through my computer and the chat feature was not available there either. It gave a number to call for support, so I did. After “troubleshooting” by deleting and re-adding the app, the rep told me that sometimes the chat isn’t available so it shuts down. What I surmised is, the chat feature “shut down” during my discussion with the vet and there is no recourse or support available. They offered no alternatives and the support vet didn’t attempt to contact me via email. The virtual vet support is one of the reasons I selected this insurance and this is extremely disappointing. Now I have to wait until my local vet comes back from lunch and personally take him in. Very disappointed in this non-existent support feature of the insurance.
MetLife insurance is super affordable easy and user-friendly, and the company is very quick with processing claims. They processed and accepted my claim the very next day after I submitted it. AND they even Zelled the payment to my account the very next day. So I had the money in my account the very next day after submitting the claim. I was shocked! I have been telling everyone because that’s exactly what you want when choosing and pet insurance. Our puppy had an emergency accident that cost us $4,500. We wouldn’t have been able to survive financially if we didn’t get reimbursed immediately. I’m thrilled that I chose MetLife this time instead of Aspca pet insurance, which was more expensive and had long processing times for claims and even longer to receive any payment. Additionally, the Aspca app and website had frequent technical difficulties, making it impossible to submit claims for weeks at a time. Thanks again Metlife!
The app for this insurance company is very poor as compared to the app for healthy paws that I previously used. In claims, I uploaded a document and when uploading a second document, the new upload apparently replaced the first according to information provided when I called after a 2 week delay in response. The app showed 2 documents uploaded but the representative said only one was visible. There is no way to arrange payment options (like a direct deposit) in the app and no way to enter a value of the claim you are submitting to help keep track of which claim is which. I submitted 2 invoices for my dog’s neuter, the pre-surgery bloodwork and then the day of surgery expenses. Because of the problematic upload process ( I have re-uploaded each after creating new claim) one of the invoices is still not processed 3 weeks after surgery. Additionally, one has been processed but there is no indication in the app of how or when payment to me will occur. Very archaic functionality available this app which results in the need for phone calls.
Wish they didn’t combine claims / hard to see claim details
I’m glad to have pet insurance, and MetLife is pretty good. However, there are two things that are super frustrating: 1- if you submit two different claims around the same time, they process them together, so it makes it hard to see what they covered, and this is even though I have a policy that supposedly covers 100% of preventative and illness. 2- you can’t figure out the status of a claim. Sometimes I submit a claim and it shows up as in progress. Other times, it’s a black hole and doesn’t show up in the app or online at all. So, I have to be super on top of what I submitted and when so I can try to track them, and if there were three vet visits near each other (let’s say an emergency vet one day, a follow up with the regular vet the next day, and some meds from a speciality pharmacy), then it is better to submit them as three different claims and WAIT two weeks between each submission so they don’t combine them and make them messy.
Well I was loving this service and had a lot of help with claims but now I can’t even get into the app to submit a current claim. The app and my phone are both up to date and I even reset my password FIVE times and tried logging in on three different devices and still get an incorrect password error message. I deleted and reinstalled the app and still no luck. To top it off, there is no option on the log in page to contact support. While I’m here, I’ll also add that even getting support through the live chats within the app was unreliable. I’d be put on hold awaiting a specialist to reply for sometimes an hour with no response. Other times the specialist would close the request without saying a word to me or drop mid- chat (the chats do tell you they will end if unresponsive for more than a minute or two but this was a separate issue). I have the largest possible plans for two dogs but will definitely be cancelling it and giving my money to someone else if I’m not going to be able to even utilize my benefits.
Based on the hours I spent in this app, and the money on this insurance, for absolutely no result. Very easy to submit a claim, but no matter what it's always denied. Customer service even told me that since one claim was denied as "preventative" care, the coming surgery would surely be covered: instead it was denied as "pre-existing." This, even though the doctor discovered a new problem under anasthesia. The company then tried to tell me "preventative" meant "routine." And that even gum bleeding was "periodontis" so ANY future dental issue was also "periodontis." Using confusing jargon to deny an insurance claim is illegal. If customer service told me my claim would be accepted, they are liable. But the company doesn't seem to care about legality: the only way I'll get paid through MetLife Pet Insurance app is to pay for a lawyer. Three claims listed in this app, and all the full amount of my plan sitting there on big, friendly numbers, undispersed.
Submitting a claim was a super easy process. Getting a response back not so much. I provided all the documents I needed to get a claim submitted and approved. After the 10 day mark (was more days than I expected) I was asked to provide a document I already provided, which puts me in this waiting period again. This was regarding the SOAP notes. The example shows a hand written report, but the vet has all typed in, even though it includes all the SOAP information. The app is very friendly and intuitive, but not easy to use. Additional documents uploaded don’t show for what looks like two days, chat experience seems to be difficult to even have (it says I have a chat open…?) and my login, while it used to be saved, it isn’t anymore.
This insurance is only get 2 stars because the policy for my dogs actually covered what it was supposed to. I got a policy for my cat and because my vet put in their dr notes that my cat was “NDR for 2 months” they called my cats conditioned preexisting and won’t cover anything related to him. NDR=not doing right. This company considers NDR a preexisting condition lol. They didn’t cover the checkup, the exam, cray, labs, other diagnostics. My observation of my cat being sad when I no longer let him outside equated to the pre-existing conditioned of this undiagnosable illness he has. I had not taken him to the dr until after I purchased insurance. He became ill shortly after my insurance went into effect. There is NO way to appeal a claim being denied and they are willing to take my monthly payment without ever covering anything. This company is garbage.
They will do literally anything to deny a claim for pre existing conditions. Your pet drinking water and peeing are pre existing conditions to them. Then they will give you hidden charges, send you forms to sign for said charges that omit sentences telling you about said charges that are allegedly on their copy and when you call them on it, they say it’s fine they lied because it’s in the fine print of your packet…which can’t even be downloaded to check because the page is broken. Oh, and they’ll tell you you have ten days to pay or be sent to collections and not even send the letter telling you this until 8 days later. This is the shadiest company, for real. Just pay for vet bills out of pocket. It’s cost me way more money this way, money I don’t have. :\
Insurance is bogus but this company totally scammed me. My policy supposedly didn’t take effect until a day after my dog was ill even though I activated the insurance a month prior. They said his illness was preexisting because his symptoms started a day before “the policy took effect.” How is that possible if I had the insurance for a month and he just got sick? The injury insurance supposedly took effect immediately but not the illness? How does that make sense? The woman on the phone said I should’ve lied and said his symptoms started that day and then it would’ve been covered, but because I didn’t it isn’t covered. Why would I let my dog die for days just so it can be covered?! How crazy is that!!!!!! The policy had been active for an entire MONTH!!!!
When I upload pictures of the receipt and doctor notes, and select Next - the app just crashes! I took the pictures directly and I also uploaded them from my gallery and the same thing keeps happening when I select next. Now I have to send the photos to my email, download them, then upload them via the web…hopefully that works and doesn’t crash like the app. This app is pointless if it’s not going to work when it needs to for reimbursements. Weird how when it deals with possibly giving back some money it doesn’t work, but my money is always taken out every month on time with no issues when it comes to their money.
My review is not at all related to the pet insurance itself by app is pretty terrible. First off, it never remembers your password even if you tell it remember that device. I will then store my password elsewhere only to be told I’ve provided invalid login credentials every time I go to log back in. I will then go to reset the password and it will tell me I’ve used an old password but then not let me choose a new one unless I got through the whole reset password verification process from the start. Then it will confirm I’ve updated it successfully but when I go to login say it’s invalid login credentials, WITH THE NEW PASSWORD. It’s done this repeatedly now, even with an update.
The website states that claims will be processed in 5-10 business days. That’s true only if the claim is for preventative care.( according to the 5th CSR I spoke to). Apparently, in real life, the time of processing varies wildly, depending on weather conditions, employee hours, holidays, and who knows what all else. During a time of great stress for me, and lots of money going out to pay for my dog’s final weeks of care, I got way more different answers to the same questions than make me comfortable. Otherwise, the service is good and everyone is very nice. That really helped me keep my frustration under control.
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.
If your payment declines and you want to change the card you’re using, you can’t. It won’t let you login to your account to change the payment type. So even though I want to pay it the same day it’s due, if it declined, you can’t get into your account. It makes no sense to not allow people to login and see their account because a payment declined. I still paid the same day, with a different card.
I imagine most insurance companies don’t want to pay claims and in that make submitting claims difficult. The ambiguity of additional documentation needed combined with the denials for weird reasons makes me question what’s the point of even having MetLife Pet Insurance. I did speak with a live individual at MetLife (JoJo) and she was quite helpful and seemed to move forward my claim. But had I not inquired with a live individual the entire claim probably would have been denied even though the services should obviously be covered. Just be prepared to spend a lot of time in claims submissions and waiting.
MetLife is like this- They have been there on standby to help us financially pay back our credit accounts that we have to ensure that our Cavapoo stays healthy and happy. We are pleased with MetLife and plan stay with MetLife. The reimbursement plans MetLife offers will keep a family together in a healthy way- physically and financially. Thank you MetLife for helping my family.
I’ve tried multiple times to reach someone via their chat service and no one has ever connected. I’ve waited 30 minutes at a time with no connection at anytime. They state they will pay the claims within 5-10 days but that’s not true. I’ve submitted everything necessary. My first claim was paid well over 10 days and now my second claim has still not been paid and I submitted everything required 14 days ago. I’m considering cancelling my account and looking for a different company……one that will be reliable.
Takes them forever to view your claim. Then if you happen to be missing a document they deny your claim and force you start all over filing another claim, thus starting the waiting process all over again. They should really put the claim on hold till they receive the correct docs and make another determination later. They say it can take up 10 days to decide your claim and it is definitely a 10 day wait… which can easily turn into a 20-30 day wait for reimbursement which it has for me. I’m very close to cancelling this insurance.
This is literally the best insurance I have ever used. It’s better than my own health insurance and I’m a human. Very easy to use the app and file claims. Representatives are wonderful, pleasant, and always extremely helpful. I’m so glad I took the time to shop around for insurance and find Metlife. Great coverage. 10/10 highly recommend.
The claims process on the app needs some work. For instance, I can’t see which documents I’ve uploaded after I’ve submitted a claim, and a notification shows that you’re missing documents but doesn’t tell you specifically what is missing. It just says “medical documents” but I uploaded those already. More detail from the claim reviewers would be appreciated on the app instead of having to call MetLife directly and figure out what’s holding up my claim.
I had another insurer with my last pet, but my friend raved about Metlife so I did a comparison and they were less expensive than my prior plan. But they take much longer to process claims - about 3 weeks versus a week or so for my old one. And my prior insurer covered preventive care - vaxs - separate from the rest of the policy: my ML policy counts them against the deductible. I was anxious to get my kittens in for their shots - wish I had thought more about it before selecting this policy.
This app has never functioned properly. Requires a complete reinstall every other month. Random error messages, freezes up, functionality broken. I am on iOS and both the app and OS are up to date. Randomly just asked me to re-enter my policy number and complete the registration process all over again. Won’t send the required verification email. If you have issues like me, save yourself the frustration and don’t bother with the app. Just call them directly or visit them online.
God forbid your furry child needs an expensive surgery!!!
They will play with your claim trying not to reimburse you. My furry child surgery. Needed surgery was a little pricey.. any file I ever claimed before no problem I had no problem with reimbursement but if you have a surgery that’s little pricey but keep on saying need more documentation and you add the documentation and then they open another claim. I have one claim going they actually have three. I call every day get the run around. Especially messing with someone’s money in times like today not good.
This Insurance company is great. The app is super easy to navigate. Claims are easy to file and are settled timely and fair. Anytime I have called with a question regarding a claim, their customer service representatives are caring, friendly and helpful. Any future policies for our beloved cats that we acquire, will definitely be through MetLife! >^.^<
While the app itself works good and is easy to use, their service is just not quite there. The processing time for claims seems to be 12 business days instead of 10 days (as it so claims on the app) Asking service to give you details is similar to asking a politician to be honest. All in all would not recommend this service to others.
The site is not user friendly for seeing which claim submission when submitting multiple claims Also when a receipt has all the information you should need, why do you want more I was told when I signed up, that everything was covered up until the maximum benefit amount & I always have an ordeal to get my money May be looking elsewhere
Not very happy with this insurance I pay a lot of money for 5 dogs and when it comes to getting back my reimbursement I have to give so much information when you literally already know my dog was 100% healthy at signing up with you. But the minute something happens to them I have to basically harass my doctor for soap notes I don’t understand I thought that’s why I pay for your help?! The deductible is paid stop trying not to pay people this is ridiculous!
I have submitted two claims since I have had MetLife for my pet and I can say it was much easier when I had nationwide. Pricewise they are better but that is it. My last claim I put in three weeks ago and I have uploaded the information they need yet or having issues opening it. I have emailed them and I have uploaded through the app and they continue to request more information. They need to get their act straight because this is very frustrating.
The app is extremely helpful in submitting and tracking claims. When my dog had his most recent claim, I didn’t have to worry about emailing the claim info. This time it was as easy and snapping a pic of the invoice and notes- Just like depositing a check through mobile banking.
Horrible app and insurance wouldn’t waste money on
They have a horrible interface so the app is difficult to use. You can find any additional information about the document they want so you know what you looking for. The emails that state what information you're missing is always different than what the app say your missing. You jump through all of their hoops and your still not covered even though it’s a different issue than any preexisting conditions.
The app is easy to use and helpful for uploading documents. BUT, the login page glitches all the time. I have never been able to open the app and login at the first go. It wouldn’t bring up the login screen. I would have to reopen the app like nine times to even have a hope at reaching the login screen. Would consider giving the app a higher rating if this gets fixed.
Doesn’t remember log in even tho biometrics and remember me are both checked. Doesn’t show any pertinent information for claims. Delay in time from submission to opening a claim makes you question if it went through. No record of documents previously uploaded. No context given when more information or documentation is needed. No push notification or email when new information is needed. Several CX, UI, and process opportunities throughout….
I had a hard time updating my account payment and my new password Nicole took a extra time to help my making sure I do everything right. All I can say about her is this. Nicole🫶great costumer service and excellent performance
Very easy for submitting claims (which is the main goal). However, the Face ID login doesn’t work and still makes you type in your password each time and there are a few pages, such as the Claims page, that when you click in you can’t scroll all the way.
I attempted 4 times to upload my files, spent a lot of time in doing so Each time the app failed and would shutdown. I finally had to go to FedEx and pay $11 to make copies then go to the post office and pay $9 to ensure the documents were received. I wasn’t willing to risk them not going through a 5th time. I was so thrilled the app would make everything so easy, yet in the end a lot of time, frustration and money was spent.
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.
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.
By far the best feature on the app is the 24 hour Veterinarian live chat! My boyfriend and I recently adopted a Siberian husky. We are first time for-baby parents so we we need all the support we can get!!!
Also the chat function is crap. Wait times of two minutes leave me waiting over an hour later with no reply. Claim says waiting more info when I gave it the only info I had to give. Why should I keep paying so much for these policies if they can’t resolve claims in a timely manner? Will likely be cancelling this and finding another option that’s actually worth my hard earned money.
Easy to use and offers great support for our pups!
The MetLife pet insurance product is very comprehensive, and the app itself is super easy to use. I can’t think of an easier way to submit and have claims processed than through this app!
Have to do work claims are not easy even if you send bill to them they hold things and make you work. Should be you submit claim and then they reach out to your vet for another issues or clarification. Please make it more simple . A phone call would of been nice to say something is missing also not that I have to log back into my app and see something needs attention.
Excellent interface that lets you view options and subscribe in a snap. The product team knew exactly what they are building and why they are building.
The app is horrible, they use an automatic system to tell you to send documents even if had been submitted. Customer service is horrible I have been calling about 3 claims it’s been going for a month now .. I really think they don’t know how to rake care off people, the customer service department is there to pass the buckets to someone else. please give me my WOW experience and issue everyone theirs refund!
MetLife insurance is awesome, but this app is lacking! To use the photo option to submit a claim one must put in one claim under three different or four different submissions due to size of file being too large for the app. A little frustrating and I’m sure confusing.
This is the best insurance one could ask for. I tell everyone about it. I don’t have to worry or hesitate taking them to the vet when there is an issue or just keeping up with there wellness. It great!!!!
I thought this was a great company to use. I got no money back, which I understood from my first claim. I waited almost 2 months for another claim and then it was pointless because I got nothing back and it didn’t even apply to my deductible. I’m wasting my money paying for this insurance. They don’t responde to “Contact Us” emails and their general chat support is just as bad. Probably going to find a new insurance company.
At MetLife, we know you expected a lot of things when you became a pet parent. But, there’s some things you likely just didn’t expect. Like everything you need to keep track of when it comes to caring for your pet’s health and wellness. This is why we created a new version of our MetLife Pet app for our policyholders. It’s now easier and more convenient than ever to care for your pets’ health and wellness with confidence – all in one place! When it’s time to submit a claim, simply take a picture of the invoice and notes and submit your claim - all from your mobile device! 80% of claims are processed in 10 days or less and you can follow your claim’s progress right from the app. Pet Parents can the MetLife pet app to: -File a claim -Submit claim documents -Check claim status -View coverage & remaining plan limits -View messages and receive alerts on the status of your claims -Manage pet insurance and your pet’s health records -Access live 24/7 Telehealth Concierge chat* -Read personalized pet articles -Find nearby pet services The MetLife Pet app also gives you access to chat with a helpful team member should you have any questions about your claim along the way. Of course, you can still always reach a team member via phone or email as well. Not a policyholder? Get a free quote at metlifepetinsurance.com in minutes.
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