I submitted two related claims that keep getting put on hold... I submitted two claims: the first for blood test, the second a week later for the procedure. All I get is delay tactics...the want the medical records, which the vet and I both sent...the records were all encompassing for both related procedures. I was told via email all was received and now the first claim is back on hold "for medical records". My frustration level is hitting the roof.

Don't do what they advertise I made a total of 3 claims since paying over $1000 for my annual policy when I got my puppy. Only one of the claims, which is was very simple, processed in the 10 day window they claim on their website. I had to call to ask them to process one of them after 14 days and will now have to do the same for my third claim. There is no other way to get a response outside of calling. The live chat on their website is never open, even within their stated operating hours. They do not respond to emails or inquiries submitted using the contact form. They do not appear to have enough staff to operate according to their stated procedures. To their credit anyone I have spoken with by calling has been very helpful. EDIT: The person I spoke with today verified that complicated claims often take up to 15 days and that the policy fine print states up to 30 although that is very rare. Now that I know this, I can adjust my expectations and stop wasting my time calling. The company should change the website to reflect actual practices. There is no point in stating a 10 day window online if it's not true. Likewise, there is no point in having a "live chat" or email option if they are not functional. Pretending to offer what you do not reflects a lack of transparency and fosters mistrust. EDIT, response to company: I've already given clear feedback here and in multiple emails to you that you ignored. There is no mystery. If you want more of my time, you'll need to pay me.

Astonishingly bad customer service Astonishingly bad customer service. I appealed a very cut and dry injury claim, that was denied and labeled as an “illness”. Unable to reach anyone by phone to discuss. Now waiting, day 12, for another claim to be processed. Heading towards my dog’s neuter surgery next month with little to no confidence that Metlife will cover my expenses as promised. Ready to cancel and move to a different provider. Epic disappointment!

Scam It's a scam. They engage in predatory business practices. I signed up for this insurance. When one of my cats got sick and needed emergency treatment, I was so relieved that I had made the choice to get insurance... Until they denied the claim. They never responded to any of my e-mails, just sent vaguely-threatening "submit these unclear documents or else" automated e-mails. Then they denied my claim saying it was "pre-existing condition," even though it was not. Stay far away. They want to take your money, but they don't want to fulfill their responsibility when a claim arises.

Don't buy Metlife pet insurance … Until 6 months ago I was happy with Metlife but now I am receiving the same runaround as everyone else. I am repeatedly told to resubmit the same documents, the phone staff say that they have everything and that they are "making a note" for the claim reviewers, then 3 days later another 4 am email telling me to submit paperwork. Their latest game is requiring proof of previous insurance, even for brand new conditions and illnesses. If a health insurance company for people tried this they would be fine and shut down. The middle of the night emails are making me think that claims processing has been outsourced to overseas contractors. I would avoid Metlife at all costs!