Pumpkin Pet Insurance: most-reported complaints
Automated analysis of 439 public Trustpilot reviews published 2026-02-17 to 2026-09-24. TrustScore 4.8 from 3,834 total reviews — see the Trustpilot page. Quick answer: is Pumpkin Pet Insurance legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report warranty disputes, with 26 complaints out of 57 identified issues. Support issues are also common, including 12 reports of unhelpful assistance and 9 reports of unreachable support, which shows a rising trend. Additionally, 8 complaints regarding overcharging were noted, representing a falling trend.
How to reach Pumpkin Pet Insurance
These are the contact details Pumpkin Pet Insurance publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone (866) 273-6369, address 666 3rd Ave Floor 23, New York, 10017, US.
The company claimed its Trustpilot profile on 2021-02-19, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-02. Trustpilot ranks it 1 of 17 in Pet Insurance Company. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.6★ on Google (3,296 reviews)
TrustScore over time
4.8 → 4.8 across 12 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: 2026-08-20 (90%, 3.7d) · 2026-08-24 (89%, 3.7d) · 2026-08-27 (90%, 3.7d) · 2026-08-30 (90%, 3.7d) · 2026-09-02 (88%, 3.6d) · 2026-09-08 (87%, 3.6d) · 2026-09-11 (87%, 3.6d) · 2026-09-14 (87%, 3.6d) · 2026-09-17 (87%, 3.6d) · 2026-09-21 (84%, 3.6d) · 2026-09-24 (83%, 3.6d).
Severity: 33% of this company’s 57 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 2023, 31% of 13 one-to-three-star reviews were 1★; in July 2026, 60% of 10.
Counted from January 2023 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 7.6 days between the experience and publishing their negative review (217 reviews record both dates).
What their policy promises
refund window: 30 days
“A pre-authorization and estimate is void 30 days from the completion date or termination of the current policy period or the effective date of any midterm policy changes.”
refund window: 15 minutes
“If their account is with an RTP-enabled financial institution, they will receive funds in as little as 15 minutes and may use them to help pay their veterinary bill.”
refund window: 1-3 days
“Otherwise, the deposit may take 1-3 days to appear in their account, and the pet owner may need to pay the full veterinary bill at the clinic or make other arrangements with the clinic staff.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 196 negative reviews that received a public reply, the median wait was 2.8 days — the company profile reports an average of 4 days.
Reply quality: of 196 company replies to negative reviews analysed, 36% engaged with the specific problem and 32% were generic templates.
54% of its 359 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: warranty disputes makes up 46% of this company’s complaints vs a 17% median across 55 ranked companies in its sector.
Review velocity: 1,645 of this company’s 3,834 Trustpilot reviews (43%) were written in the last 12 months.
What are the most common complaints about Pumpkin Pet Insurance?
Warranty disputes
26 reports · 46% of complaintssteady“I've submitted claims recently for my dog having surgery and $700 of the money that I paid went towards deductibles, and then I got denied my claims to the sum of $1500”
The company replied on 2026-06-15: “Hi Maria, we definitely understand it can be frustrating when a claim is not approved. Like most providers, we do not provide coverage for pre-existing conditions. This means that if something…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Pumpkin did not read my complaint and left a generic response explaining pre-existing conditions”
The company replied on 2026-06-01: “Thank you for your feedback. As with most pet insurance, we have some exclusions, such as pre-existing conditions. These are conditions that occur before coverage begins or during a waiting period.…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they don't reimburse you and after I appeal this case and my cat died”
The company replied on 2026-06-23: “Hi Brian, we are so sorry for your loss. Pets are family – their love and companionship change us forever. Saying goodbye is incredibly hard, and our hearts go out to you and everyone who knew and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
12 reports · 21% of complaintssteady“sent me an email notifying me of an 18% increase in premium.”
The company replied on 2026-05-05: “Hi Ankur, we are currently experiencing a high volume of claim submissions which is impacting our processing time. Rest assured our claims team is working diligently to process these for all of our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“To learn that none of my claims were not paid it is a waste of money”
The company replied on 2026-07-11: “We definitely understand it can be frustrating when a claim is not approved. Like most providers, we do not provide coverage for pre-existing conditions. This means that if something occurs, or was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Extremely Slow Claims Processing”
The company replied on 2026-06-10: “Hi Aaron, thank you so much for your patience. We are currently experiencing a high volume of claim submissions, which is impacting our processing time for new claims and estimates. Rest assured, our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
9 reports · 16% of complaintsrising since 2026-08“I spent over 38 minutes on hold just to speak with a representative about my account”
1 reader marked this review helpful on Trustpilot.
“they don't reimburse you and after I appeal this case and my cat died”
The company replied on 2026-06-23: “Hi Brian, we are so sorry for your loss. Pets are family – their love and companionship change us forever. Saying goodbye is incredibly hard, and our hearts go out to you and everyone who knew and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Pumpkin denied the claim ($1,300) citing 'pre-existing' condition.”
The company replied on 2026-05-05: “We definitely understand it can be frustrating when a claim is not approved. Like most providers, we do not provide coverage for pre-existing conditions. This means that if something occurs, or was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Overcharging
8 reports · 14% of complaintsfalling“I've submitted claims recently for my dog having surgery and $700 of the money that I paid went towards deductibles, and then I got denied my claims to the sum of $1500”
The company replied on 2026-06-15: “Hi Maria, we definitely understand it can be frustrating when a claim is not approved. Like most providers, we do not provide coverage for pre-existing conditions. This means that if something…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“sent me an email notifying me of an 18% increase in premium.”
The company replied on 2026-05-05: “Hi Ankur, we are currently experiencing a high volume of claim submissions which is impacting our processing time. Rest assured our claims team is working diligently to process these for all of our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“jacked up the price and billed me more after signing up.”
1 reader marked this review helpful on Trustpilot.
Other
8 reports · 14% of complaintsrising since 2026-08“They will deny every claim after paying them for years.”
The company replied on 2026-05-13: “We're sorry to hear your claims were not eligible for coverage. We'd love the opportunity to review these outcomes with you and discuss how we can help your pet in the future. Please give us a call…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Prepare to have none of your claims approved.”
The company replied on 2026-05-13: “We're sorry to hear your claims were not eligible for coverage. We'd love the opportunity to review these outcomes with you and discuss how we can help your pet in the future. Please give us a call…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Claims never paid”
The company replied on 2026-06-23: “We understand claim denials can be frustrating. Like most providers, we are unable to provide coverage for pre-existing conditions, unless they are able to go cured, treatment, and symptom free for…”
Our classifier read this reply as a deflection.
Refund refused
3 reports · 5% of complaintsrising since 2026-08“I didnt get reimbursed for my dogs vaccinations.”
The company replied on 2026-08-25: “Thank you for your feedback, Tracey! Once your claim is completed, you'll receive an explanation of benefits outlining what was eligible for service and any reimbursement owed. Thanks for your…”
Our classifier read this reply as a template response.
“I want a refund but never got it because you cause never help covered my kitten vet bill .”
The company replied on 2026-08-05: “Thank you for sharing your feedback. We're sorry to hear you're disappointed with your experience. Based on our records, it appears there may be some misunderstanding regarding your account, but to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Too difficult to get refunds.”
The company replied on 2026-04-22: “Thanks for your feedback, Gerry. Please reach out to our customer care team so that we can review your claim in detail with you!”
Our classifier read this reply as a template response.
Compare Pumpkin 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 2026-09-24.