MetLife Pet Insurance: most-reported complaints
Automated analysis of 1,742 public Trustpilot reviews published 2025-05-22 to 2026-09-23. TrustScore 4.7 from 12,603 total reviews — see the Trustpilot page. Quick answer: is MetLife Pet Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 35% of the 556 identified complaints. Warranty disputes are the second most common issue, representing 28% of complaints and showing a rising trend. Overcharging is reported by 13% of complainers, while other issues make up the remaining 9%.
How to reach MetLife Pet Insurance
These are the contact details MetLife Pet Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 1-855-270-7387, address 400 Missouri Avenue Suite 105, Jeffersonville, 47130, US.
The company claimed its Trustpilot profile on 2022-09-22, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 4 of 17 in Pet Insurance Company. We last checked this profile on 2026-09-23 and found 86 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (99%, 0.5d) · 2026-08-20 (100%, 0.5d) · 2026-08-24 (99%, 0.5d) · 2026-08-27 (100%, 0.5d) · 2026-09-01 (100%, 0.5d) · 2026-09-04 (100%, 0.5d) · 2026-09-07 (99%, 0.5d) · 2026-09-11 (100%, 0.5d) · 2026-09-14 (100%, 0.5d) · 2026-09-17 (100%, 0.5d) · 2026-09-20 (100%, 0.5d) · 2026-09-23 (100%, 0.5d).
Severity: 25% of this company’s 556 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2026, 30% of 47 one-to-three-star reviews were 1★; in September 2026, 50% of 50.
Counted from January 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.9 days between the experience and publishing their negative review (645 reviews record both dates).
Measured reply time: across 639 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 639 company replies to negative reviews analysed, 37% engaged with the specific problem and 63% were generic templates.
65% of its 1012 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 35% of this company’s complaints vs a 28% median across 148 ranked companies in its sector.
Review velocity: 10,540 of this company’s 12,603 Trustpilot reviews (84%) were written in the last 12 months.
What are the most common complaints about MetLife Pet Insurance?
Support unhelpful
195 reports · 35% of complaintssteady“The claim process has been long and confusing”
The company replied on 2025-12-15: “Hello, We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“i can't get in touch with anyone to figure out what the issue is”
The company replied on 2026-09-21: “Hello, We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
“MetLife has not processed a single claim correctly since our policy began.”
The company replied on 2026-09-18: “Hello, we are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Warranty disputes
158 reports · 28% of complaintsrising since 2026-05“MetLife has denied the claim and has stood firm on their denial”
The company replied on 2026-08-05: “Hello, Russ. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Then they deny it claiming it is preexisting.”
The company replied on 2026-07-17: “Hello, Dave. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“MetLife has attempted to deny claims despite clear documentation and prior claim history confirming the condition is not pre-existing under the policy.”
The company replied on 2026-05-04: “Hello, Lisa. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Overcharging
72 reports · 13% of complaintssteady“The monthly cost of keeping my pets insured is becoming quite expensive.”
The company replied on 2026-05-05: “Hello, we are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“My premium is going up 48%”
The company replied on 2026-03-16: “Hello, Cory. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Insurance premiums doubled in one year!!!!”
The company replied on 2026-08-28: “Hello, We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
Other
49 reports · 9% of complaintsfalling“Worst insurance ever!”
The company replied on 2026-08-03: “Hello, Mark. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“They didn’t cover my $5k cost for the surgery.”
The company replied on 2026-04-02: “Hello, Louis. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
“I was never told that my new policy was being terminated.”
The company replied on 2026-02-02: “Hello, Marlena. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
47 reports · 8% of complaintssteady“could not find my employer ID”
The company replied on 2026-07-08: “Hello, Anastasiia. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“a one-digit zip code error IN THEIR SYSTEM had been sending every reimbursement check to the wrong address”
The company replied on 2026-03-09: “Hello, T. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the site itself has been broken for over a week. Can’t view anything or submit anything.”
The company replied on 2026-01-28: “Hello, John. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
Billing errors
40 reports · 7% of complaintssteady“When a payment method is changed, your system does not update that nor give advance notification”
The company replied on 2026-07-27: “Hello, Tom. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I submitted over 1500.00 in claims only got back 600”
The company replied on 2026-09-18: “Hello, Debra. We are sorry to hear of your frustrations regarding your experience with MetLife Pet Insurance. We would like to speak with you further. Please email us directly, with your contact…”
Our classifier read this reply as a template response.
“They refuse to cacel my deceased pet until I pay them a new premium”
The company replied on 2026-06-03: “Hello, Tracie. We are deeply sorry to hear about your recent loss. Please know that our thoughts are with you during this difficult time. We are also sorry to hear of your frustrations regarding your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare MetLife Pet Insurance with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.