Pets Best Reviews

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.

I have Pets best for almost 2 years. And in the beginning it was good. Now they are the worst. Do not respond back, chat is useless. Claims have been uploaded and it's taken more than 20 days for them to review.

These people are crooks - all you need to know. I have tried for several weeks to cancel my pet insurance with them - impossible. No one EVER ANSWERS THE PHONE!!!! I have just returned from sending a fax in order to cancel the policy. The last straw for me was when I discovered that they have been taking money for auto pay for the last two months, WITHOUT MY AUTHORIZATION - (my attorney is looking into this.) I have been a customer for almost two years - have always paid my premium with my bill pay online banking. I HAVE NEVER GIVEN PERMISSION TO ANYONE TO DO THIS. It seems they updated their website - without alerting me, anyway - and they have a stipulation that if you decided to get your pet insurance through them, you automatically give them access to your checking account!!!! THAT SNEAKY BEHAVIOR ALONE was enough for me to cancel.

This company is giving big SCAM energy... There's no access to their portal, they have a new excuse as to why each day.. You can only submit a claim by emailing a generic inbox and then when you call you wait at least 45 min, only for them to say they can't see if the email was received. If you ask to speak to someone in the claims dept they will tell you there's no phone number to transfer you to... I guess those guys work in the Cone of Silence and never have to communicate with anyone else in the company. They drag out the claims process as long as possible so that they can collect as many monthly payment before you get pissed and cancel the policy. I have reported them to the Federal Trade Commission and I encourage everyone to do the same.

If I could go lower to a negative number I would. Been a client for over 7 years and the past months have been horrific. I can't add a new pet; I can't log in from my computer; I can't see any saved information; there is NO COMMUNICATION. Website has been down for 2 months - continual circle jerks for logging on and getting information With 2 pets covered the pre-existing looms large. A new pet will not go to them because of the unprofessional website and lack of response. DO NOT GO TO PETS BEST.

I called the Customer Service Number a couple of weeks ago to cancel my policy as it is only reimbursement for vet bills, while this would be helpful, I do not have the money to pay for any vet bills up front, so I am simply wasting money on something I cannot use. While the woman on the phone was pleasant and helpful, she explained to me that my policy would be canceled, and I would receive a confirmation email. I received no confirmation email and have seen zero communication from them. I try to log in to their website to check on the status, and I get sent an email to verify that it is me logging in, but when I click the link, the next page says that the token has already been used or is expired. What?? I literally just got the email and clicked the link! I try to use the chat function, and it simply tells me to call the customer service number. It seems I'm just going to have to call them again from a line at work just to get this fixed.

I got insurance with Pets Best for a kitten that was only a few months old. Obviously he needed vaccinations and basic wellness care... After paying for literally one vaccine, they said I maxed out on the amount of help I can get for the year. $60/month for insurance but all of the other necessary vet visits and treatments were paid out of pocket... Ridiculous.

I’ve been paying about $85 a month for the last 12 months and filed 3 claims. All 3 were denied for what felt like very minor or “technical” reasons. What’s the point of paying for pet insurance if nothing is actually covered? I expected some help with my pet’s bills, not excuses. I’m very disappointed and will be looking for a different company—anyone considering this insurance should read the fine print very carefully.

Updated on 03/03/2026: 4 years ago it started off pretty good. Then the company's 'best care' disappeared. Let me count the ways . . . 1) The monthly ins charges does not match the amount of claim reimbursement; very high cost for very little in return . . . 2) The claim service is slow and takes a minute to get what little reimbursement is received . . . 3) In late 2025 my claim account was 'blocked' and did not allow my access to submit claims . . . 4) 3x's request to reset my account access was never resolved by the PB technicians . . . 5) My internet security program continually warns the PB web site has been hacked and contains viruses, no action taken on their part taken.

I've been trying to contact someone at Pets Best for months now. No one ever answers the phone, no matter how long you stay on the phone. And of course everything on the website points you to calling them in order to answer questions. They don't fail to take my money on time every month though. I do not recommend them at all. All I want to do is change the bank for the autopay and can't even do that. I guess when it doesn't go thru this month they'll finally contact me.

I am a current customer of Pets Best and have a claim I have to file. The web site has been down for 3 weeks now. I called in 3 weeks ago when this started and was told to email all claims to claims@petsbest.com. I emailed the claim and never heard back. I sent another email asking for an update on 11/11/2025 and never heard back. I sent another email on 11/14/2025 and never heard back. On 11/15/2025 the site was still down so I called in. I was told to email my claim to claims@petsbest.com. I told them I had emailed it 3 times and never heard back. I was told to wait 5 to 7 days. I told them I have been waiting 10 days now and sent to follow up emails and have still not heard back. I was told there is nothing they can do for me. I would not recommend using Pets Best. Web site constantly has issue and customer service is not helpful.

I applied for insurance when French bull had injury. Neck injury - we at first didn’t know if spasm or disc slipped. Ended up needing surgery. We applied for insurance but knew this claim wouldn’t be covered but hopefully future claims will. Well one year later same type injury but different part of neck. We submitted claim; after waiting over a month we get our first communication from Pets Best. "We haven’t received any medical information from your medical facility." I contacted the animal hospital who did surgery and my regular vet - no information was ever requested - both said same thing. Well now I request medical records be emailed and copied me - both sent full detailed medical showing evidence of all details. Over two months later, never paid for claim, their website isn’t accessible and they don’t answer. $80 a month for a contract worthless. I will be contacting Department of Ohio Insurance to file legal complaint.

I joined this insurance two weeks ago and have had problems ever since. First they kept telling me they are updating their computer system and it would be operational in a day or two. Then I tried to submit a claim and I get a response that I am blocked from submitting. I tried calling and it is an hour wait to talk to someone. I have my other dog on VPI (MetLife) and I am going to switch my new dog back to VPI, it is more user/people friendly.

My GSD injured her leg running in the dog park. Pets Best decided it was not an accident. My girl must have planned her injury. Can you believe that? Don’t let your pet hurt themselves playing- “it’s not an accident!”

Pets Best continues to impress. Our recent claim was received easily online, processed quickly and paid out in accordance with our policy - no problems. As my dog ages and his health issues become more complex, it is a source of comfort to know that we do not have to make difficult decisions based only on financial considerations, but instead can focus on what is the best treatment for our old boy based on what our Vet recommends. I highly recommend getting insurance to any new pet Owner, especially Owner's of rescue animals, and I specifically recommend Pets Best based on my good experiences with them. Thank You again, Pets Best.

What’s the point of having pet insurance with them when they turn out to be absolutely useless and don’t actually help you out at all. The only thing they care about is how to make money off of you, they could care less of handling claims for the outrageous vet bills and the could give a shit less about your pet.

Worst Insurance company for a pet I have ever used. They pay absolutely nothing. They just take your money. Do not ever give this company your money. They are the worst and they should be ashamed to label their company as any kind of pet insurance. Scammers and liars.

After doing my research, I signed up with Pets Best and felt I had found a top pet insurance company, one I could really trust to help me take care of my dog -- and all went well for a while. BUT, when I adopted two more dogs I had difficulty getting their website to recognize that I now have THREE dogs and qualify for a multi-pet discount. As a result, INSTEAD OF GETTING THEIR MULTI-PET DISCOUNT, somehow MY ORIGINAL DOG GOT A NEW POLICY TOO -- AND NOW HER ALLERGY PROBLEM IS CALLED "PRE-EXISTING" AND IS NO LONGER COVERED!!!!! Even contacting Pets Best "customer care" and explaining the situation did no good. WOW, talk about being disappointed!!!! Bottom line, since no one will now cover her allergies, I'm switching companies just on principle and share this with the broader pet community as a word of caution!

Wish I would have never purchased this policy. I paid thousands in, then I filed two small claims under $100 each and was denied! On top of that. It took them forever to process the claims. In the meantime they increased my monthly rate $25. No thanks. I will find somewhere different.