Pets Best Reviews

Pets Best will not pay out on claims. On 7/15/26 my dog fell down the stairs and hit her face. We took her to the vet and they said she had fractures on her front teeth and recommended surgery to check and extract any loose teeth. On 9/25/26 the surgery was performed and eight front teeth had to be extracted. The bill came out to a total of $1,433.21 and consisted of X-rays, Anesthesia, IV injections, Dental Extractions, and Medication. We submitted the claim and it was denied because Pets Best considered it Wellness Routine Care which was not covered in our policy. We could not believe the denial and called their Customer Service several times but they only said they could not assist because it was handled by Claims. In the their rejection letter they wrote that if we feel the claim has been wrongfully denied we should contact our State Department of Insurance which we have done.

If I Could Give Pets Best Insurance Zero Stars, I Absolutely Would! Over a Decade of Loyalty, Only to Be Let Down When Coverage Mattered Most. I was a loyal Pets Best Insurance customer for over 14 years, faithfully paying premiums to ensure my dog would receive the medical care he needed. Unfortunately, when that coverage mattered most, I discovered just how misleading and disappointing this company could be.

I am writing a review regarding two recent claims filed for my pet, Bleu, following an accident that resulted in an eye injury. To date, the processing of these claims has been inconsistent and significantly delayed. 09/08/2026 – Initial Eye Surgery: This claim was processed after my deductible was fully met. However, I was only reimbursed for half of the expected amount. There is no clear itemization explaining why this coverage was halved. 09/24/2026 – Follow-Up with an additional Eye Surgery: This claim was submitted immediately following the procedure. I have yet to receive any payment or an Explanation of Benefits (EOB) for this second surgery.

I signed up with Pets Best Insurance when my dog was just one year old. At that time, he was young, healthy, and had no pre-existing conditions. After a couple of years, my premium had already increased by approximately 30%. Now my dog is turning five years old, and I received a letter informing me that my premium will increase by another 75%.

Pest Best ultimately started as great insurance a few years ago, but they seem to raise prices every year and use very broad language to cover pre-existing conditions and other illnesses, despite my dog having this insurance since he was 6 weeks old. I've had two bills this year that were over $1200 dollars and the most I've seen back for 2026 is around $190 in reimbursement.

Pets best keeps increasing my premium, I pay about 3 times more than what I paid 3 years ago, also they don't let me change my policy, unfortunately, I'm stuck because all dog's insurance companies are the same, my dog has a condition that would be considered as pre-existing if I change her insurance. Every time I try to submit a claim with Pets Best, they make it harder and change the rules, and they take super long to reimburse if they approve your claim. Their customer service is poor and rude. I do not recommend this insurance to anyone, find a company that responds better to claims submitted.

I paid substantial monthly premiums expecting pet insurance to protect me from veterinary expenses, but my experience has been extremely disappointing. Here are actual examples from my claims: I had a $400.03 claim and received $0. I had a $920.98 claim and received $0 after the condition was classified as pre-existing. I had another $875.93 veterinary bill and received only $150 under the wellness benefit. That’s $2,196.94 in veterinary bills across these three claims, with only $150 reimbursed.

I had a cat that I took in in May. I mentioned that he seemed to have breathing problems. The vet confirmed this and ordered x-rays. Pets Best called this a "pre-existing condition" and didn't pay. I was told to take my cat to the local vet hospital to examine her more. They found she had lung cancer and an enlarged heart. I had to put her down. It was horrible. This is what Pets Best paid on the claim. $0. I am preparing a lawsuit to file against Pets Best. Thankfully, I'm an attorney and won't have legal expenses. Pets Best will end up paying, but it's unfair that so many people who can't fight back are taken advantage of.

PETS BEST PET INSURANCE SUCKS! DON'T buy it, whatever you do!!! They say that they cover emergency visits. Well, my fur baby was deathly sick, and they denied my $5000 claim. I'm going to cancel my policy with them immediately. Please don't use them and spread the word that they lie. Thank you. P.S. She is doing much better now. It was just very expensive out of pocket. But she's my baby!

Horrible!!!!!! My cat had a bout on constipation that sent me to the ER. I don’t know why. I saw specialists and had an ultrasound done to find out what caused this problem. He hasn’t had it since. Vet recommended adding a little fiber to his diet. Pets Best did not pay for a single vet visit or ultrasound. They said it’s a pre existing condition. It’s not a diagnosis just a symptom. They said and symptom prior to policy is preexisting. This is the biggest scam insurance I ever came across. I used ASPCA before and was so much better than these scam artists.

Absolutely the worst pet insurance we have ever subscribed to. Stay far away from this company they will deny every bill sent their way and always claim pre-existing condition especially if it's a French Bulldog. Basically, your dog is allowed to get sick only once in its entirety of its lifetime. After that they better be perfectly 100% healthy for the remainder of their life, in their perspective. Customer service was even worse and was hung up on as soon as we told them their company is a rip off and we wanted to cancel our subscription immediately.

I have had insurance on my Corgi for 5 years. I have had one claim in five years. I just got a notice from Pets best that my rate was going to increase. I expected an increase, but the cost of his insurance almost doubled. I called them and the woman on the line said cost was determined by their underwriters, and South Carolina had a high rate of pet costs and he was five years old now. So, they almost doubled his insurance. So why am I paying more for his insurance because everyone else has had a lot of claims?

If you are looking for pet insurance, I would suggest shopping around elsewhere!! This company starts you off ok but then jumping up your payments left and right for no cause!! I hardly ever make a claim!! But for the past 3 years, they have jacked up my rates every year more than 50.00 per month!! Now to the point, I am forced to just make as many claims as I can to make it worth having them for coverage!!

⭐ 1 Star. I was a Pets Best customer for 4 years and insured two dogs. I paid over $100 per month and, despite paying thousands in premiums over the years, I often found reimbursements much lower than expected after deductibles, copays, and exclusions. My policy was canceled due to a missed payment. The moment I realized what happened, I called and offered to pay the balance in full and bring the account current. Instead of working with a loyal, long-term customer, Pets Best denied my reinstatement request. I spent hours on the phone with Yvonne from the Escalations Department and a supervisor named Lisa. Both were dismissive and repeatedly told me there was nothing they could do. At one point I was told they "can't just reinstate the policy because they feel bad for me," which was incredibly insulting after paying premiums for two dogs for four years.

I have accident/illness care for my French bulldog. A couple of years ago, he was treated for a minor left eyelid mass. Recently, he developed cancer in his right EAR—the complete opposite side of his body and an entirely different body part. Pets Best denied his diagnostic and cancer care, claiming it is a "pre-existing condition." Their policy is written so that if your pet has a single mass removed anywhere, every single mass that occurs for the rest of their life is automatically deemed pre-existing and excluded from coverage. This loophole is devastating when your pet actually needs cancer treatment. It feels like a giant scam designed to avoid paying out when it matters most. Potential buyers beware.

I am confused by the bad reviews. I had a cat with diabetes, so the costs were very high and the medical care was nonstop. Claims were easy to file and paid quickly and fairly. Some charges were covered that I was not even expecting. My kitty passed away, but I continued coverage for my dog. She recently had a sudden onset life threatening infection. The costs were around $6,000.00. The claims were easy to file. Payout, on all but one claim, was very quick. I called to check on the delayed claim (bill was 4,700), and talked to a live representative who was extremely friendly and helpful. I have recommended Pets Best to multiple people. I have the 90%, $500 deductible plan. The monthly premiums are significantly less than most companies I checked.

Good for younger pets, but the premium skyrockets after a few years. Even if you’ve not made any claims. I’ve been a customer for ten years, have never received a reimbursement that outpaced my premium, and they just jacked my premium by over $700. Not worth it. If I could do it over, I’d Put money aside every year in a high yield savings account dedicated to pet care.

I am appalled by the level of dismissal of a claim we have had this ins since my dogs were newborns. Never used but once. 11 years now, we submit all paper work needed by Pets Best. They say didn't receive, husband sent them all papers from vet regards to puppy's surgery. Again said didn't receive. I even spoke to supervisor. Later that same day went to pay balance and husband says got a denial without them receiving records on surgery directly from vet clinic. I walk in clinic same day I'm asked if I wish for vet to send to pet best? I say ironically to Ashley it's already been denied. She's shocked! Asks me without our records? I say yes. She offers to send records even so!

I don’t usually write reviews, but Pets Best absolutely earned this one! I had a major claim for my dog Lexi after she was diagnosed with cancer and needed surgery to remove a tumor from her neck. The total bill was over $8,000. I submitted my claim on 4/9, and by the last week of the month, my claim was approved and processed.

I have been paying $65 a month for my cat and have found Pets Best to be a complete waste of my money. Not only have not covered any routine vet visits, they refuse to cover her monthly medication as well as her preventive heart worm and flea medication. This is after meeting the deductible. To make matters worse, her monthly cost of insurance went up to $95 a month! The final nail in the coffin is that it is almost impossible to reach them by phone. DO NOT GET THIS INSURANCE!

I was recently a victim of identity theft as someone purchased a policy from Pets Best under my name for a dog I don't have. I contacted the company, and after an hour of hold time and talking to two different representatives, I was told someone would call me back in 10-25 days with a result. In addition, they wouldn't give me any information on "my" policy, even though I could verify my information (I guess they felt it important to protect the scammer's privacy). So, I registered my fake account so I could see the details. It shows that someone used my old address, work email, and phone number to open the account. There is no option to cancel online, so I will have to wait the 10-25 days for someone to review and call me back.

I rescind my earlier review. Been a customer 13 years. They finally approved and applied my issue a bloodwork test. I will be covered. Happy end result but getting getting it approved through appeal process was lengthy.

This insurance is a waste, setting up a rainy-day fund would be more useful to a majority of customers. Coverage does not include the majority of a pet's needs, including emergency visits for wounds or preventative care like dental cleanings. When you call to cease coverage, the customer service representative repeatedly uses manipulate phrases to emotionally shame you for considering canceling insurance.

Awful. I would give a zero, but it makes me give one star. My sister passed and we are trying to transfer the policy into her daughter's name for her dog, Bella. I am the named executor in her will, but we did not need to go to probate, so we have no executor paperwork. They will not allow me to transfer the policy, as I cannot produce executor paperwork. I have called and escalated several times (hold times typically 30 - 40 minutes) and get the same story. I finally received a call back from Julie, but the same BS answer. Bella has a pre-existing condition, so we need to transfer the policy and not simply open a new one. One rep even told me I should just have my sister sign a letter to transfer the policy. Hello, she is dead.

I am extremely disappointed and frustrated with Pets Best. I have been a loyal customer since 2022, paying premiums monthly for 4 years without a single claim. Now that my cat finally needed surgery for Tooth Resorption—a condition that clearly developed recently—Pets Best has done nothing but give me the run-around for over two months.

I have had Pets Best for 2 Dogs for over 5 years and until the last 6 months I have not had any issues. Recently I am having multiple issues getting reimbursed - from timing of pay back to errors on their site when trying to submit a claim. Right now I have been trying for 10 days and when I call they can't help. WHAT!!! Then recently I log on and noticed my payment was late even though I have automatic payments set up. It's been 3 weeks since due and received no notification. Then the following day the post on their site they are having issues with cc payments. Thanks for the notice .... Then come renewal they increased my premiums 76% are you kidding me!!!! Well I removed one pet and move them to another insurance. My other one has a heart condition so we are stuck with pets best until her end.

Don't buy insurance from this company; they're thieves. They never mentioned co-pays, they charge co-pays on everything. Besides that, they find ways to avoid paying, and when they do pay, it takes more than a month. Their customer service is awful. I'll never use this company of thieves and scammers again.

Insurance on my 2 Boxers went from $270 a month to $450 a month at policy renewal. In addition, I pay $98 for my French Bulldog's policy. Putting me at paying $548 a month and $6576 a year. I have had multiple policies with them for 7 years, and each year it has continually increased. Not just a little but significantly! I feel I'm stuck now because everywhere else I go will say their allergies and arthritis are pre-existing.

If I could leave a zero I would. Do NOT buy this insurance. Every single time I file a claim with them they take forever and then they come back and say they need something additional and they don't cover what they should. I am so very disappointed as I have had this for 3 years and I need it for my dog. Buy beware, do not buy this insurance!

Absolutely horrible customer service! I have been waiting for a claim to be paid for nearly three weeks now. I decided to look elsewhere and found new insurance at 1/2 the cost of Pets Best. I tried calling them to cancel and no one answers. Emailed them twice, no answers there either. Shame on this company!!! Unbelievable!

They would not cover my dog's heartworm treatment. He was vaccinated but somehow got it anyways, I submitted evidence supporting that. Pets Best claimed he wouldn't have gotten heartworms if he was vaccinated despite his medical records showing he had no lapse in vaccination. I could not afford the treatment on my own and now he's dead because some evil bureaucrats wanted to be able to afford a 400 foot yacht. If you love your pets, find a different provider.

I've had Pets Best for a few years now and haven't yet filed a claim with them, in part because I've blanked on filing my dog's annual checkup to get reimbursed for elements that are covered. Went to do that this year and found that their app and website are both down and have been for months now. This is disgraceful in this day and age. Have been calling for over a week and cannot get through. Will try email to see if I can file it, but I'm at the point now that I'm going to cancel their coverage and file a formal FTC complaint. It's ridiculous to pay over $700/year and not be able to reach these clowns.

I had a year-long policy with Pets Best to cover accidents and illness, not wellness. I paid the entire amount upfront. They didn't cover my dog’s heartworm treatment. She was a shelter dog and tested negative at the shelter, but positive during a checkup at my vet’s afterward despite being on heartworm prevention the entire time. Pets Best asked for a lot of documentation, which was provided, but denied the claim. I went to cancel and there’s no way to cancel on the website, you call and are put on 10-minute hold, the chat function doesn’t work for talking with a customer rep, and when I emailed about the cancellation, the response did NOT acknowledge my cancellation. Really bad customer service experience.

I’ve had the worst experience with this place. I’ve been dealing with them for three years because once you get stuff that’s pre-existing. You’re pretty much screwed, especially when you have French bulldogs with IVdD and I wish I would’ve never pick them. You get so upset you cry because they just don’t know what they’re doing. They don’t care they’re just passive aggressive. They suck. I hate them.

This year my premium jumped by 60%. Unacceptable! Bottom line, premiums go up so that profits stay up. I thought that this was a good company. Time to move on. I'm sure I won't be the only customer you lose over 60% rate increases. You should be embarrassed, especially when you’re attracting new customers with a rate that is equal to what I was paying before the rate increase. If you are a new customer enjoy it now because it won't last. When you call customer service to discuss the rate increase, they pretty much stonewall you, and this is after waiting on hold for 30-45 minutes!

This company is a fraud. They recently denied a legitimate claim for my dog. I've tried to call them and no one answers. I get an automated message that states the wait time is over 45 minutes. I want to cancel the policy and there is no way to cancel it on their website. So, since I can't get hold of anyone by phone, I can't cancel it that way either. How can this company stay in business? DO NOT BUY PET INSURANCE FROM THIS COMPANY!!

I am a current customer and have been attempting to contact the company for several weeks regarding a significant increase in our insurance premium. This year, our premium nearly doubled without any explanation. I have sent multiple emails and have not received a response. Today, I called customer service and was informed by an automated message that the expected hold time would be no longer than 10 minutes; however, after waiting 27 minutes without reaching a representative, I ended the call. To date, I have not received any information explaining the reason for this substantial increase, despite the fact that we have used 0% of our insurance benefits over the past year.

Over the past several days I have been attempting to contact Pets Best many times via phone and chat. Neither service is available. The Chat advises no agents are available, and the phone number simply does not connect you to an agent no matter which option you choose. I was advised that I would get a response to my hold status within 10 minutes. 35 minutes later, still on hold. Another time I called and was told hold time would exceed 45 minutes. Later that day, I attempted to call again and hold message was that they were closed for the day. I will be cancelling this policy and have gone with another well rated company with customer service readily available.

Pets Best with more appropriately be named Pets Worst. Their customer service is abysmal. Each time I have called them. I receive a message indicating that all the representatives are busy and there will be a 20 minute wait. However, no one ever answers the phone. When I have attempted to gain a response via email or text message, the only response is a proforma non-response about the status of my claim. Their service is so pathetically poor that I have wondered if they are no longer in business.

Horrible experience. The app keeps you in a negative feedback loop for reset - 30+ minutes on hold to speak to a rep. Since the app is "going through and update" for apparently over 6 months, you must file claims via email. You then have to wait weeks and call back (hold again) to check status of each claim. We pay HUNDREDS of dollars per month, can't get service, can't get repayment. Feels like FRAUD.