MetLife Pet App Reviews

Solid service!. Overall, the service is really good and the app makes it extremely convenient to file a claim. The only issue I have is that claims often take much longer to settle than the Service Level Agreement (SLA) mentions. Even fairly minor claims can take up to two weeks to settle when the SLA says it should only take a few days. It’s not that big of a deal, but I do believe the SLA language needs to be changed.

Easy claim process- friendly staff!. I'm really enjoying the experience this far! Very easy to work with if you download the app you can upload the info from your phone and it takes 5 minutes to submit a claim online - they quickly summit refunds. I signed up for 80% refund $250 deductible and I think I will stick with that it seems pretty fair. Thank you !

App cannot handle size of claim documents. 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.

I hate the current chat feature with a burning passion. The rest of the app is good - great, even. Honestly, though, I could just as easily submit my claims on the web on my phone or laptop. This became a problem when chat support through the website stopped working. I understand that customer support can only work so fast, however: when customer support is so SLOW, including vet support, why doesn’t the chat save or temporarily save without ending the conversation in case I want to change my music or even switch from the app to double-check my information?! I lose the whole conversation, and if the conversation breaks down and ends abruptly, I have to redo the entire process to have the rest of my questions answered.

UPDATE/App has not worked for over a month. UPDATE: MetLife was very responsive. They requested some information and then told me the app does not currently support use in landscape mode. I never would have thought to check that. Problem fixed! There is no option to sign in. It just comes up to a home page with “What does pet insurance cover,” “How much do pets cost,” and “How much does an emergency visit cost?” That is it. No option to log into the account. I deleted the app and downloaded again - same thing.

Ace Cole’s mama and daddy review. 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.

They will deny payment. After rescuing a dog that had no prior information available, I immediately signed up for MetLife insurance in case there were issues to be resolved. After visiting my vet, they were able to acquire previous vet notes, all of which I submitted. MetLife paid for all the visits to the vet where an issue arose. When I submitted a bill for $2488 for some doctor recommended tests, they denied based upon the all encompassing “previous condition”. I had no idea when I acquired this dog that there were issues. It seems anything can be pre-existing. Be aware of that with this company.

Long wait time for claim. 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.

Get your bills in on time. Bought a policy and paid the whole year. Supposedly the contract was sent in my email. I never saw it and forgot who I went with when I finally had a claim. 5-6 months later I finally start calling every pet insurance company to try to find my policy. The fourth phone call I find it. Gather bills and submit. None were accepted and they wouldn’t even credit my deductible. An evaluator said they were going to accept the one bill, then took it back and said no. So a couple thousand in and I’ve got nothing to show for it.

Amazing customer support. I had gotten my cat pet insurance a few months ago. She was recently diagnosed with stage 1 kidney disease. I have used the live vet tech chat feature a couple of times to help me navigate ways to help hydrate her more or to know what foods to avoid. When I have talked to the vet techs I have asked many in depth questions and they have always answered my questions and more. I appreciate the service, it is really great having a vet tech to ask questions to over text instead of having to worry about contacting my vet and waiting for a response.

Needs some work. 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.

Great Coverage - Terrible App. 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.

Slow. 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.

The best. I’ve had another pet insurance in the past because it was a royal pain just to submit a claim and get reimbursed; with MetLife Pet, submitting a claim is stress free and they work with your vet if they need anything else. Also, their webinars are super helpful and can answer a lot of your questions. I’m glad I switched.

Fantastic Service. So far my experience with MetLife has been fantastic. They are in my opinion the best pet insurance company out there. I currently have 4 dogs all insured through them and it has been a smooth experience and great communication from this company all around. I have already recommended this company and to my family members and friends who have pets. A+ A+

UX design needs to be improved significantly. Everytime I use this site, it doesn’t remember the password, doesn’t have Face ID that works, doesn’t have SSO. I have to reset my password every single time because it always says it’s wrong. Then, when I try to upload claims, it crashes the app. It’s such a dread to use it!! On top of that, the articles that are shared on the homepage are 4 years old (I.e. “Review the best dog food of 2021” but it’s 2025). They really need to hire some UX and communications specialist to fix and update the site and app.

The app is frustrating. 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.

App works great but pointless. 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.

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.

App shows white screen without loading. So for the past two days at least since making this review every time I open the app it only shows a white screen and it never loads. I’ve tried deleting and redownloading the app, I have the latest version so there’s no update. I’ve checked my internet connection and everything else on my phone works fine so I’m not sure why this occurs.

24 Hour Confidence!. I’m so grateful for MetLife Pet. After owning animals and never having insurance i reluctantly signed up as a requirement of adoption. It has been the single most important decision I have made!!!!! I went all in and got the wellness and accident plan! My pup, turns out, has significant allergies and GI issues. The support and insurance with MetLife has been a life saver. Highly recommend!!!!

Minimally functional app. 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.

Soo many problems with this app. Don’t really know where to begin. Over the past several weeks, I’ve been calling customer service to help me with an app issue and it seems like no one has been able to address the issue. The last person I talked to said there was nothing they could do and that I should just wait and see. I’m considering other pet insurance options because of this. The price for what you get is pretty good, but having many issues with the app and with waiting for claims to process seems to outweigh it.

Difficult to file claims. Tried to file claims, the app asks for the Documents and soap notes. Then invoice, I submitted all documents for the last 12 months as instructed. However, it would only take 3 pages at a time. This makes it look like I am submitting several claims. Each time I enter the documents. It submits and says something about the invoice as well in the beginning it looks as if there is a separate button to click for entering the invoice. So this isn’t explained well. There most likely is a place to enter all background health on your pet, but that was not explained it looks like it is there. So now I have several claims entered getting rejected because they are old or have missing documents. Very frustrating. I may just keep my Fetch plan after all!

Very difficult to use. 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.

App unusable. 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.

Keeps crashing!!!. 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.

Why do claims take so long to update?. 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.

Truly one of the worst apps. 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.

MetLife is awesome. Anyone who is not sure what pet insurance company to use. I will tell you that MetLife is fantastic. I would recommend them highly. From my first time speaking with them regarding insurance for my Luna girl to making my first claim. They made the entire process very simple and easy to understand. They explained the levels of coverage and I was able to decide what would work best for us. Claim reimbursement was simple and had a response within just a few days.

Terrible service. 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.

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.

Claim. I thought they pay claim within 24 hours but I called to find out my claim they tell me they need more information, but they don’t keep updated I had paid 12 months already and my policy and they can’t even provide me information about the claim at least let me know if I’m covered or not before my next payment due so I can cancel. I went to the app and see they don’t even have my claim there, I would never recommend this company, I just wasted my money for 12 months payment of $59 a month since I bought the premium!

Time for claim processing not clear. 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.

No. 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.

Spiteful Thieves!!!. DEVELOPER COPY AND PASTE BS RESPONSE NOT NEEDED FOR MY REVIEW!! !!!Beware!!!!! When you submit a claim that’s several hundreds of dollars they manipulate the wording of the policy so they can have an excuse NOT to pay you! Go with a different company! I cancelled my policies with this scummy company and found a better one WITH BETTER RATES too!! Not only did MetLife deny an expensive bill, but they are also being spiteful and won’t process the final policy I had saying that I’m missing soap notes (which are there).., all because I gave them a piece of my mind!! And if they don’t reimburse me on the final claim, they are committing fraud!! Right now they are looking for something to manipulate so they don’t have to pay me! NASTY, NASTY company!!! There are better companies out there that won’t screw you over and they cover more than MetLife!

Unable to submit claim and poor communication. The function to submit a claim has been down for over a week. No notification or indication of when it will be fixed. You have to submit a claim and THEN you get an error message saying it’s down and to try again later. Same with website. A simple email or message on site and app to customers would probably solve customer service being bogged down. When is this going to get fixed? Why is there no communication to your customers about this issue?

Love the insurance. Hate the app. I have had so many issues with this app. I open the app it just opens to a white page and I’m sitting there for 5-10 mins before I close the app just to be put in this cycle of the white page. Really annoyed so I just go to the website because the app does not load. I have checked for updates and uninstalled and reinstalled the app. Still the same problem

Not able to login. 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.

The Insurance is 5 star, the app gets a 1. 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.

Fair rate Easy to use. I purchased 3 pet policies for my pups a few years ago. Up till recently I’ve only had to submit routine claims. Recently one of my pups became ill, requiring labs, surgery and ultrasounds. I’ve had to submit several claims. Claim submission has been very easy and payment has been accurate. So glad I have the insurance!

Very happy. 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!

Great when I remember!. I wasn’t sure if having pet insurance would be worth it, but for the moments that a vet visit is way more expensive than we expected, it can be so helpful. The key is that I have to remember to submit the claim and send the proper files. The app is really simple and reimbursements are direct to the bank once approved, so I definitely recommend. I have a feeling it will come in handy as our sweet girl gets older, too!

Purposefully stalled to avoid paying. Worst experience ever. After a year of fighting for coverage and waiting on delays from MetLife, they “approved” our dog’s necessary surgery, but said it was outside the timeframe allowed. Over and over they would say they’d call us back in a week, and we would get zero follow up and have to chase them down for hours on the phone. This dragged on and on until conveniently the approval took so long it was outside the allowed timeframe, and they didn’t have to reimburse us. Wish we could switch companies, but now I feel like the pre-existing conditions blackmail us into staying. This should be illegal.

Scam!!! Be aware!!. 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!!!!

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.

HIGHLY RECOMMEND. 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.

Scam. 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. :\

No stress cancer treatment. Our dog was diagnosed with cancer of the anal gland six months ago. It had spread to two lymph nodes. She’s had two surgeries, six rounds of chemo, four ultrasounds, x-rays, blood test, etc. Of all the stress that we have been through over the last six months,money was not an issue all because of Met Life. They literally saved my dog’s life. They enabled us to give her the treatment she needed. Everything about this company is wonderful. Customer service is great. There’s always someone there to answer the phone. Their app is easy and their payments are swift and directly into my bank. They don’t have a schedule of fees, so they don’t max out on any single treatment. I cannot recommend this company enough. Everyone in my family uses MetLife for their pets.

Super scammy. When you try to get answers about these mysterious “exhausted” benefits, good luck. They provide vague denial letters with zero documentation showing when or where these benefits were supposedly used. It feels like they’re banking on customers just accepting the denial rather than fighting back. This is exactly the kind of practice that gives insurance companies a bad reputation. You pay your premiums faithfully, follow all the rules, submit legitimate claims for covered services, and then get hit with baseless denials that make no sense. If you’re considering MetLife for pet insurance, be prepared to document absolutely everything and fight for every claim. Better yet, look at other companies with better reputations for actually honoring their coverage. Your pet deserves insurance that will be there when you need it, not one that invents reasons to deny valid claims. Save yourself the frustration and monthly premiums - there are better options out there. Terrible people are in charge here.

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