MetLife Pet Insurance phone number: email, sign in and address changes
A call4me customer's assistant called MetLife Pet Insurance to get back into a locked out online account and move a policy to a new address. Press 4, wait about 80 seconds, and a person answers. Here is the phone tree, what customer service and a licensed agent changed, the new premium, and the full 14 minute recording.
Nick Khami / / number verified / 8 min readThe short answer: the MetLife Pet Insurance phone number is (855) 270-7387. MetLife Pet's customer support page lists it under "Call Us", open Monday to Friday 8 a.m. to 9 p.m. EST and Saturday and Sunday 10 a.m. to 7 p.m. EST. For a mailing address change, the same page says to "call (866) 937-7387 or (855) 270-7387 and speak with a customer service representative." This call used (855) 270-7387.
This got a call4me customer's assistant to a person:
- Listen to the menu. Press 4, "another question about an existing MetLife Pet Insurance policy". Our caller said "four" at the prompt.
- Wait through an app message and a "Ruh-roh! It looks like all of our team members are busy" notice.
- A MetLife Pet Insurance customer service representative answered 2 minutes 2 seconds into the call.
What the call established, on Tuesday, October 13, 2026:
- Customer service changed the account email by phone. The customer had lost access to the old address. The representative found the policy by name, old email and home address, then said "I did update the email."
- There was no password reset link. To sign in, the representative said to open the MetLife Pet website or app and choose New User Register with the new email: the existing policy "will be connected to the new email address."
- A new ZIP code needs a licensed sales agent. "Premiums are based on the zip code in which you live," so customer service could only change an address within the same ZIP code. She transferred the call.
- The licensed agent moved the policy and quoted the new premium: $144.56 a month for the same plan ($5,000 annual limit, $250 deductible, 80% reimbursement, injury and illness) at the new ZIP code, starting the next day.
- The revision resets the deductible and annual limit, and the old premium is refunded pro rata to the original payment method "within 10 business days."
Listen to the MetLife Pet Insurance call
The whole call, 14 minutes 32 seconds, with original timing. The customer's name, the pet's name, both addresses and ZIP codes, both phone numbers, both email addresses and the staff first names are muted. The transfer between the two staff members is about 82 seconds of near silence, kept in full.
Jump to a moment:
- 0:00 "Thank you for calling MetLife Pet Insurance", then a recording notice and the menu
- 0:39 "If you have another question about an existing MetLife Pet Insurance policy, please press four"
- 0:47 An ad for the MetLife Pet Insurance mobile app
- 1:09 "Ruh-roh! It looks like all of our team members are busy helping other pet parents"
- 2:02 A customer service representative answers
- 2:16 She asks for the policy number; we look it up by name and old email instead
- 3:25 "Is this an AI call?"
- 4:31 The sign in instructions: go to the app or website and register
- 4:57 "I did update the email." Then "New User Register"
- 5:54 Is the ZIP code the same or different?
- 6:06 A different ZIP code needs a licensed sales agent
- 6:59 The transfer
- 8:28 "Please enter your five-digit zip code"
- 8:40 A licensed agent answers
- 11:24 The new premium: $144.56 a month
- 11:47 The deductible and annual limit reset; a prorated refund
- 12:16 The California fraud warning, read word for word
- 13:29 "I've emailed updated documents", refund "within 10 business days"
- 13:45 The phone number on the account is updated
The MetLife Pet Insurance phone tree, step by step
This is the menu as it played on October 13, 2026, calling (855) 270-7387.
- "Thank you for calling MetLife Pet Insurance." A recording notice: the call "may be recorded or monitored for quality assurance, training, and analytics and personalization."
- The menu. "If you know your party's extension, please press pound." Then: press 1 if you're new and want to activate a policy or get a quote, press 2 for a claim, press 3 to update billing information, and press 4 for "another question about an existing MetLife Pet Insurance policy."
- An app message. It says the MetLife Pet Insurance app lets you submit and check claims, download your policy packet and use 24/7 vet chat.
- A busy notice. "Ruh-roh! It looks like all of our team members are busy helping other pet parents." It points to mypets.metlife.com and the app, offers a survey after the call, and repeats the recording notice.
- A person, 2 minutes 2 seconds in: "Thank you for calling MetLife Pet. This is [name muted]. Who do I have the pleasure of speaking with?"
For a move to a new ZIP code, there's a second step. Customer service transfers you, an automated prompt asks "Please enter your five-digit zip code", and a licensed agent answered 8 minutes 40 seconds into the call, after about 82 seconds of silence on the line. We only tried option 4.
What the call changed on the policy
| Detail | What the conversation established |
|---|---|
| Number dialed | (855) 270-7387, the "Call Us" number on MetLife Pet's support page |
| Menu path | Press 4, existing policy question |
| First person | Customer service, 2:02 into the call |
| Identity check | No policy number; looked up by name, old email and home address on the policy |
| Account email | Changed to a new address by customer service ("I did update the email") |
| Online sign in | No reset link; register as a new user with the new email, and the policy connects to it |
| Mailing address | Different ZIP code, so customer service transferred the call to a licensed sales agent |
| Licensed agent check | Phone number on file, then name, address on file and email; the agent noted the email on file had already changed |
| Plan kept | Injury and illness, $5,000 annual limit, $250 deductible, 80% reimbursement |
| New premium | $144.56 a month at the new ZIP code; no discount applied (none of military, first responder, healthcare worker or animal volunteer) |
| Start | "That revision will go into tomorrow", same payment method on file |
| Side effects | Deductible and annual limit reset; policy period "October to October" |
| Refund | Prorated refund on the old premium to the original payment method "within 10 business days" |
| Documents | Agent said updated documents were emailed |
| Phone number | Changed on the account at the end of the call |
What the call did not do or confirm
- Nobody signed in. The assistant didn't register the new email on the website or app during the call, so the recording doesn't show that the existing policy actually appears after registering.
- No password reset link was sent. The representative said that isn't how they do it.
- The new address wasn't read back. The agent asked for the new ZIP code and street, recapped the plan and premium and said the revision would start the next day, but didn't repeat the full address.
- The old premium wasn't stated. The call doesn't show whether $144.56 is more or less than before. Before the transfer, the assistant told customer service it could accept any premium change.
- The refund amount and timing weren't confirmed. "On the fourth" may refer to the old payment date; it wasn't explained.
- Email delivery wasn't checked. The agent said documents were emailed; the recording can't show they arrived.
- Only option 4 was tried, on one weekday. Hold times on other days and branches may differ.
Before you call MetLife Pet Insurance
- Have the policy number if you can. It was the first thing customer service asked for. Without it, the lookup used the name, the old email and the home address on the policy.
- Know the name exactly as it appears on the policy, and spell it.
- If you're moving, know whether the ZIP code changes. Same ZIP code: customer service said they can update it. Different ZIP code: expect a transfer to a licensed agent, a new premium, and a reset deductible and annual limit.
- For the licensed agent, have the phone number on file, plus the name, address and email on file.
- Spell email addresses letter by letter. The representative misheard one letter of the new address, and it took three passes to get it right.
- Decide on the premium first. The agent quotes the new price and asks you to go ahead on the same call, after reading a fraud warning and asking you to certify the information is true.
The support page says you can change your email, name or phone number yourself in your MyPets account under "Account", then "Edit Account Info". That only helps if you can still sign in. This customer couldn't, which is why the call was needed.
How the AI handled the call
The representative asked "Is this an AI call?" The assistant said yes, that it was an assistant for the customer, and she carried on with the request. When customer service said the address change needed the customer to call back, the assistant said it was authorized to help and could accept any premium change, and asked for the transfer instead. It agreed to the new premium and confirmed the fraud warning statements "to the best of [the customer's] knowledge".
Hear this call on the examples page. For other insurers' phone trees, see the Progressive customer service guide and how long it takes to reach a human across every company we've called.
Have your agent make this call
Connect call4me to your assistant through the Claude Code guide or Codex guide. This is a suggested brief, not the one the customer used:
Call MetLife Pet Insurance at (855) 270-7387 (Monday to Friday 8 am to 9 pm Eastern, weekends 10 am to 7 pm). At the menu, press 4 for an existing policy. I'm locked out of my online account. If they ask for my policy number, give [policy number]; otherwise give the name on the policy, [name], the old email, [old email], and the home address on the policy, [address]. Ask them to change the account email to [new email], and spell it letter by letter. Ask how I sign in afterward. Then update my mailing address to [new address]. If the ZIP code changes and they transfer you to a licensed agent, ask for the new monthly premium and whether the deductible resets, and only accept it if it's under [your limit]. Don't change my plan or payment method.
Read the full transcript
Complete recording with original voices and timing, including the quiet transfer wait. Private identifiers are muted and shown in brackets: names, the pet's name, old and new addresses and ZIP codes, phone numbers and email addresses. The dialogue was reviewed against the saved call text and independent automatic source and export transcriptions; uncertain words remain marked. No human listening verification is claimed.
0:00 Phone system: Thank you for calling MetLife Pet Insurance. This call may be recorded or monitored for quality assurance, training, analytics, and personalization either by MetLife or an approved third-party service provider. To ensure we connect you with the right team member, please listen carefully to the following options. If you know your party's extension, please press pound. If you're new to MetLife Pet Insurance and are interested in activating a pet insurance policy, or would like to receive a quote, please press one. If you're calling about a claim, please press two. If you'd like to update your billing information, please press three. If you have another question about an existing MetLife Pet Insurance policy, please press four.
0:41 AI agent: Four.
0:47 Phone system: Did you know that you could submit your claim, check the status of an existing claim, download your policy packet, access 24/7 vet chat, and so much more by downloading the MetLife Pet Insurance mobile app? It's free, convenient, and available in the App Store and Google Play Store right now.
1:09 Phone system: Ruh-roh! It looks like all of our team members are busy helping other pet parents. If you don't have time to wait, please visit us at mypets.metlife.com, or download the MetLife Pet Insurance mobile app to access your policy information, submit a claim, check the status of an existing claim, update payment information, and much more. At MetLife Pet Insurance, we strive to provide a wow experience for our customers, and would love to hear from you on how we are doing. At the end of today's call, you will have an opportunity to provide feedback via a short survey. This call may be recorded or monitored for quality assurance, training, analytics, and personalization either by MetLife or an approved third-party service provider.
2:02 Representative: Thank you for calling MetLife Pet. This is [staff name muted]. Who do I have the pleasure of speaking with?
2:06 AI agent: Hey [staff name muted], it's [customer name muted]'s assistant. I'm calling about an existing policy and updating some account information.
2:16 Representative: Okay. I'd be more than happy to. May I have the policy number, please?
2:20 AI agent: I don't have the policy number handy. Could we look it up by name and the old email? [Customer name and old email address muted.]
2:32 Representative: I'm sorry, can you spell that for me?
2:35 AI agent: Sure. [Old email address spelled out, muted.]
2:46 Representative: Okay. May I have the home address on the policy?
2:53 AI agent: Yeah, it's [old home address muted].
3:05 Representative: Okay. And how does your name appear on the policy?
3:10 AI agent: [Customer name and spelling muted.]
3:17 Representative: Thank you, [customer name muted]. And it's okay if I call you [customer name muted], or do you have a preferred name?
3:21 AI agent: You can just call me the assistant.
3:25 Representative: Is this an AI call? I'm sorry.
3:28 AI agent: Yeah! I'm an assistant for [customer name muted]. Just trying to help update the account information and get them back into their online account.
3:36 Representative: Okay. What exactly are we trying to do?
3:42 AI agent: So, we're hoping to change the email on the account. Right now it's tied to [old email address muted], but they don't have access to that anymore.
3:54 Representative: Okay. And what is the new email address?
3:57 AI agent: That's [new email address and spelling muted].
4:08 Representative: So I have [misheard spelling muted]?
4:14 AI agent: Oh, sorry! It's [spelling muted].
4:23 Representative: [Spelling read back, muted.]
4:26 AI agent: Yes. [Rest of the new email address muted.]
4:31 Representative: Okay. All right, so what I need you to do for me, the assistant, is, when you go to the, can you go to the MyPet MetLife app or website, please?
4:47 AI agent: Sure.
4:48 Representative: And I want you to, instead of logging in, I want you to register.
4:51 AI agent: Actually, [customer name muted, with a brief overlap of the representative's words] can't get in. Are you able to update the email for us and send a password reset to the new one?
4:57 Representative: I did update the email. No, we don't do it like that. This is how we have to do it. The way we do it is you will go to the website or the mobile app. Instead of logging in, you're going to go to New User Register. Click on New User Register, and you're going to register with the new email address. Then you'll be able to set up your password, create a password there, from there.
5:22 AI agent: But what about the existing policy under the old email? I see. Thanks.
5:27 Representative: It will be connected to the new email address. All you need to do is register the new email address with the existing policy.
5:38 AI agent: Okay, thanks.
5:39 Representative: I can stay on the line and walk you through the steps if you need me to. [Uncertain wording.]
5:44 AI agent: That's okay. [Customer name muted] can do that. While I have you, could we also update the mailing address and phone number on the policy?
5:54 Representative: So, is the address a, I'm sorry, is the address, is the zip code the same or is the zip code different?
6:02 AI agent: It'll be different. The new mailing address is [new address muted].
6:06 Representative: I'm sorry. I'm sorry, I do apologize. We can't, I cannot update the address if it's a different zip code. I will need to get you transferred to a licensed sales agent to do so. Reason being, the premiums are based on the zip code in which you live. So that means that the premium could decrease or it could increase based on the zip code. If the zip code was the same, I'll be able to do it from my side. But being it's a different zip code, I will have to get you transferred to a licensed sales agent. And that way, [customer name muted] will have to contact, call her back in or something, and speak with a licensed sales agent to get that updated.
6:46 AI agent: Huh, got it. Okay, could you transfer me to a licensed sales agent? I'm authorized to help with the update and we can accept any premium change.
6:59 Representative: All right, please hold the line while I get you transferred over to a licensed sales agent. Again, my name is [staff name muted]. One moment, please.
7:06 AI agent: Sure.
Transfer wait (7:06 to 8:28, retained in full): about 82 seconds of near silence, with no hold music or announcements.
8:28 Phone system: Please enter your five-digit zip code.
8:32 AI agent: [New ZIP code muted.]
8:40 Representative: Thank you for calling MetLife Pet Insurance. Name is [staff name muted]. How can I help you?
8:45 AI agent: Hi [staff name muted]! I was hoping to update the mailing address for [customer name muted]'s policy, and there's a new... Hi [staff name muted]. I was hoping to update the mailing address for [customer name muted]'s policy. There's a new zip code involved and I was told a licensed agent has to handle it.
9:04 Representative: Yes, that is correct. I can go over that with you. Happy to help. What is the phone number on the file?
9:11 AI agent: That's [old phone number muted].
9:19 Representative: Okay, all right. Okay, and can you verify your name, address on file, and email, please?
9:29 AI agent: [Customer name muted.] The address currently on file is [old home address muted]. And the email was [old email address muted].
9:47 Representative: Okay, so there's actually a different email on file, [customer name muted].
9:51 AI agent: Oh, okay. Could it be [new email address muted]?
9:59 Representative: Yes, okay. So you got a policy for [pet name muted], a dog, okay. Policy renewed back in January, and so you moved. What's the new address, or excuse me, the new zip code?
10:14 AI agent: It's [new ZIP code muted]. The full address is [new address muted].
10:28 Representative: Okay, and can you spell [street name muted] for me?
10:31 AI agent: Sure! [Spelling muted.]
10:37 Representative: Okay. All right, now I do need to recap the plan briefly. So you do have the injury illness plan. It covers things like cut paws, broken bones, ear infections, allergies, diabetes, cancers, things like hospitalizations, exam fees, surgeries, or prescriptions. Any questions about that?
10:58 AI agent: No, that's all good. I just want to make sure we can get the mailing address updated and know what the new monthly premium will be at the new address.
11:09 Representative: Yep. Yeah, I was about to go over that. Okay, one other discount, we'll double check. Were you military veteran, first responder, healthcare worker, or do you volunteer or work with animals?
11:21 AI agent: No, none of those.
11:24 Representative: Okay. So you could make additional changes if you'd like, but keeping everything the same, the $5,000, 250 deductible, 80% plan in the new zip code would be $144.56 a month.
11:40 AI agent: Okay. We can go ahead with that. What will the new premium take effect?
11:47 Representative: Yeah, so with the revision to a policy, it does reset the deductible and annual limit. Your policy period would run from October to October. So what would happen is you get charged the new amount, and then you get a prorated refund on the old amount paid on the fourth.
12:04 AI agent: All right, that's fine.
12:07 Representative: Okay. All right, hold on one second.
12:16 Representative: Okay. Word for word statement. I am going to read you the fraud warning for the state of California. For your protection, California law requires the following to appear on this form. Any person who knowingly presents a false or fraudulent claim for the payment of a loss is guilty of a crime and may be subject to fines and confinement in state prison. Before I finalize the policy, I just need to confirm a few things. Do you certify that I've read the fraud warning and that all the information you provided is true and complete to the best of your knowledge?
12:49 AI agent: Yes, that's correct, to the best of [customer name muted]'s knowledge.
12:52 Representative: Okay. Yep. Okay. All right, do you understand that it's used by MetLife to determine insurability and that any false or misleading information may result in a loss of coverage?
13:04 AI agent: Yes, understood.
13:08 Representative: Okay. Okay, so you got [pet name muted], the $5,000, 250 deductible, 80% reimbursement injury and illness plan, $144.56 per month. That revision will go into tomorrow. Do you want to use the same method of payment on file or something else?
13:25 AI agent: Same payment method's fine.
13:29 Representative: All right, hold on. Okay, so I've emailed updated documents, and the prorated refund will go back to the original method of payment within 10 business days. Any other questions right now?
13:45 AI agent: Just one more thing. Could we also update the phone number on the account to [new phone number muted]?
13:58 Representative: Yes, hold on one second. [Part of the number muted], what were the other digits?
14:04 AI agent: [New phone number muted.]
14:10 Representative: Okay, so that's been updated as well. Okay.
14:15 AI agent: Perfect. Thank you.
14:18 Representative: All right, no problem. Well, you are set for now, [customer name muted]. Thanks for calling into MetLife Pet Insurance. Name is [staff name muted]. Do have a satisfaction survey after the call, okay?
14:27 AI agent: Awesome. Thanks so much! Bye.
14:30 Representative: Bye.
