MetLife Pet 17+

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.

Hello, we are sorry to hear of your negative experience with the MetLife Pet Insurance app. We would like to speak with you further regarding your experience. Please email us directly, with your contact information and username, at pet_feedback@metlife.com and a team member will reach out to you directly. Thank you.

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.

Hello, we are sorry to hear of your negative experience with the MetLife Pet Insurance app. We would like to speak with you further regarding your experience as there are some details that will help us investigate these issues, such as your specific device model. Please email us directly, with your contact information and username, at pet_feedback@metlife.com and a team member will reach out to you directly. Thank you.

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.

Hello, we are sorry to hear of your negative experience with the MetLife Pet Insurance app. We would like to speak with you further regarding your experience as there are some details that will help us investigate these issues, such as your specific device model. Please email us directly, with your contact information and username, at pet_feedback@metlife.com and a team member will reach out to you directly. Thank you.