I am incredibly let down by the service provider. At first, I believed they were efficient and processed claims promptly. However, during my conversation with a representative from Customer Experience, I received incorrect information regarding their appeal process. My cat, who is blind and experiences anxiety, was denied sedation for multiple invasive lab procedures. I was misinformed that I only needed to sign their appeal form without the vet's signature. Following the guidance given by the representative, I encountered delays with the vet in obtaining the necessary SOAP notes. When I later spoke to another agent, I mentioned I would reach out to the vet for clarification, which I did. Both the agent and the Appeals department were aware of this. Unfortunately, the Appeals department made a decision before I had the chance to provide the vet's clarification, denying my appeal. The vet confirmed that the lab work was indeed invasive and recommended sedation, even for animals without prior anxiety but showing signs of fear or aggression during procedures. I emailed this clarification to a supervisor last week and have yet to receive a response. I did not expect the Appeals department to disregard the fact that one of their agents provided me with incorrect information and to make a decision without waiting for the necessary clarification. Now, they demand that I pay for this clarification in order for them to reconsider my case, with a deadline set for early February 2026. I shouldn't have to bear this cost! The decision was made prematurely, despite my ongoing communication with their supervisors. This situation is unacceptable, and they must improve their approach towards pet owners.
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MetLife was founded over 150 years ago to help families navigate life’s twists and turns with financial protection. But then in 2020 we realized something: who rounds out a family better than our pets? And thus- MetLife Pet Insurance was born.
Backed by a group of pet lovers determined to treat your pets as if they were our own, MetLife Pet Insurance strives to help you make sure your furry family members are protected. Our comprehensive pet insurance policies for dogs and cats help you cover the cost of injuries, illnesses, pet meds, holistic care, emergencies and more- allowing pet owners to help give their pets the best care possible. We also offer a unique family plan,1 which allows pet parents to cover up to three pets on one policy, and even offer a 0-day waiting period on accidents and optional Preventive Care benefits.2 That means no matter what your pets are getting into, they can be protected by midnight on the very same day you enroll in a policy. This commitment to helping provide pet parents with the best pet insurance possible, may be part of why MetLife Pet Insurance has won the “Pet Insurance of the Year” award 4 years in a row. 3
But that’s not all. Here at MetLife Pet, our passion for animals extends beyond the home. That’s why in addition to offering cost-effective pet insurance for dogs and cats, we also work with hundreds of animal shelters across the country to help our furry friends find their forever homes. Because at MetLife Pet, our pets are more than just animals. They’re family.
1 Coverage options may be limited for certain ages.
2 Family plan policies are limited to dogs age 12 and under and cats age 14 and under. Multi-policy discount is not available with Family Plans.
3 “2022, 2023, 2024 Pet Insurance of the Year Award” Winners, Pet Independent Innovation Awards
Pet Insurance coverage issued by Metropolitan General Insurance Company, a Rhode Island insurance company headquartered at 700 Quaker Lane, Warwick, RI 02886. Coverage subject to restrictions, exclusions and limitations and application is subject to underwriting. See policy or contact MetLife Pet Insurance Solutions LLC (“MetLife Pet”) for details. MetLife Pet is the policy administrator. It may operate under an alternate or fictitious name in certain jurisdictions, including MetLife Pet Insurance Services LLC (New York and Minnesota) and MetLife Pet Insurance Solutions Agency LLC (Illinois).
©2025 MetLife Services and Solutions, LLC. All Rights Reserved.
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