Pets Best Reviews

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.

I've had nothing but a hard time with Pets Best and will be changing providers. Very untimely claim handling, very bad customer support and terrible communication. I had a claim submitted and without even reaching out to me approved the claim for 0$ because I didn't provide the correct info. So instead of contacting me they lazily approved it for 0$. Businesses like this should crumble. I've never felt more like a number than a human talking to these people who don't care about you or your pet.

I have a healthy 5-year-old lab mix who has never had any medical issues. I paid for a full year of coverage before ever needing to file a claim. The first and only claim I submitted was for a simple $189 prescription to treat “hot feet” (a bacterial infection from an allergy to the grass). Despite providing the vet notes for this visit and his medical records, my claim was denied. Pets Best insisted on having "notes" for every single vet visit, which has only been for his vaccine shots—completely unnecessary, given that my dog is healthy and our vet doesn’t write detailed notes unless there’s a problem. There has never been a problem until now, yet they refused to honor the claim. The rep said my veterinarian would need to go back in and write notes for every visit before they could accept the medical records. This is ridiculous.

Pets Best is absolutely HORRIBLE! I have been fighting the claims department for weeks now! I have a puppy without a history, only her puppy vaccinations. She was seen by a specialist and a I turned in every document provided by the vet. Not only her diagnosis but the full receipts. The claims adjuster continues to state they do not have an itemized receipt however I have sent it in 3 times so far. 5 customer service reps that won't escalate my call to management and the same story each time! If I were to go elsewhere my puppies condition would be pre existing so they have you by the you know what! It is so frustrating!! Do not use Pets Best, they are again HORRIBLE!!! I wouldn't even give them 1 star but had to so that I could submit this review!

My second of two claims for my dog was allowed after a 4 week delay. The email I received said the payment would be applied to my deductible instead of paid to me because the claim was abutted 3 days into the renewed year. Even though 362 days remained in the year, they would not prorate the paid claim amount. The fees paid far (double) exceeded the amount reimbursed for either claim for vet visits. This plus the delay in allowing the claim caused me to cancel the policy contract.

After paying premiums for two dogs over 3.5 years, I never received a single reimbursement. Every issue was conveniently labeled “preexisting,” even when my pets had no prior history or diagnosis for the condition. It felt like a constant uphill battle with zero return. The final straw came when I received notice that my premiums were doubling. That’s right—after nothing but denied claims, they expected me to pay twice as much for the same lack of coverage. I submitted one last claim for dental work (tooth extractions), and as expected, they sat on it for over a week before requesting medical records—another delay tactic I’d seen before. I knew where this was headed, so I cancelled the policy before the rate hike kicked in.

I would not recommend Pets Best to anyone. I submitted a claim. I was denied for a teeth cleaning, which I knew was not covered. However, on the same bill, which I pointed out to them, my dog had a cancerous tumor removed, which should have been covered. They told me they needed more records, so I call and had the vet. Submit them. They told me they reopened the claim. I then called 15 days later to see what was happening and was told the claim was not reopened. At that point I cancelled the insurance as I'm paying monthly and getting nothing but a runaround. It was a waste of a year of payments with nothing to show for it.

I have decided to leave Best Pets due to a series of recurring issues that have been inconvenient and frustrating to deal with, especially considering the long-term impact on my pets’ health coverage. Lack of direct communication with claim handlers: In one case involving my dog, I had multiple vet visits and submitted a main claim with all bills. However, one invoice was left out and submitted later, after the claim was closed. It was then rejected as a duplicate. Despite multiple calls to explain the situation, I was never able to speak directly with the adjuster. Each time I spoke with a different representative, the information was not processed correctly, leading to wasted time and unnecessary frustration.

We got Pets Best insurance for our 2 pets in 2022. We never had to use it until this past month when our cat was taken to the ER vet. We had all coverage except for Rx. They denied the Vet Visit, the IV fluids, everything on the bill. I asked if they would have covered an ultrasound that was recommended by the vet and they said NO!!! So, they cover NOTHING. I wasted $1200/year on NOTHING.

I purchased a policy for my very young 20 wk old puppy. After a few months now the policy being active I had to make a claim for my puppy and it was denied because of missing medical records. I had to call customer service and ask what they needed. Resubmitted all medical records and waited for claims process again. And second time was denied for pre-existing condition, which isn't possible since he was a puppy and when issue occurred he was on the full plan, it was not before. So I will be canceling this plan. I had tried calling again and they have made it very difficult to to get reimbursement for a procedure my puppy had to have done by a specialist. Out several thousand dollars now. Very long processing of claims as well.

Do not fall for their false "often" claim processing time of 5-7 days. After nine days from submitting my simple claim of less than $100 after deductible, I called their customer service to inquire if there was a problem with my claim. The woman I spoke with said no, it just takes them anywhere from 10-25 days (in reality) to process claims. All this after me downloading my dog's full medical record history from my Vet and bank information beforehand on day one of insurance and then me recently submitting the vet bill with my claim. Simple ear infection matter. Yet, they are still dragging their feet. I can only conclude that while they have a bunch of people in customer service to sell policies and take your money, they likely have 1-2 people only processing claims. Will see how this goes and the rest of the year. If more nonsense and or they attempt to double my rate like I have read for others, I will likely dump them for a better insurer.

I’m writing this review to warn fellow pet parents about my experience with Pets Best Pet Insurance. I insured my dog, Oliver, thinking I was doing the responsible thing—giving him protection and giving myself peace of mind. Instead, this company became a source of frustration, stress, and lost money. I canceled Oliver’s policy because I no longer wanted or needed the coverage. I contacted them directly, followed their process, and clearly stated I wanted it canceled. But they kept charging me anyway, for months. No explanation, no confirmation, just ongoing charges for a policy I had tried to cancel. When I asked for a refund, I was met with delays and excuses. They refused to return the money they took after my cancellation request—even though no services were used. This is not just bad customer service—it’s unethical.

This policy didn’t work for me personally. Mathematically, paying high monthly premium while receiving low reimbursements don’t make any sense. Particularly, my last claim of almost $2,000 was reimbursed only with $160 - the claim was moved under the low wellness coverage vs more reasonable sickness coverage. It’s better for me to pay cash vs pay cash and insurance premiums. The coverages of this company are designed to reimburse minimum while charge high premiums. Be careful!

At the start of the policy the rate for a great plan was super affordable, but at the one-year renewal they DOUBLED the price of the plan. Obviously they can strong arm you into this, because anything that you would try to cover at a new cheaper pet insurance company would be considered pre-existing and therefore wouldn't be covered. I would look at other companies than Pets Best and also get data about their average yearly rate increases.

App never works and is always down!!! When you are able to submit a claim if you make an error you need to call to have it updated but the hold time is forever. I’m stuck! Both my dogs have health conditions that are pre determined so I can’t find another insurance. Make sure you go elsewhere! The average payback for partial payments have high premiums take an average of 6-8 weeks to be reimbursed and by that time it’s already time to submit the next one. I’m so sorry I went with Pets Best!

Very disappointed with this insurance provider. My claim was unfairly denied, and I did not receive the support I expected. I’ve canceled my policy and will be switching to a different company. Would not recommend

GO ELSEWHERE, this company is a rip off! I'd been with them for years, insured two animals, no claims of any kind in two years or more....Got my "renewal" and the price had almost doubled. When I called to ask if that was correct I was told "we base our rates on vet costs in YOUR area"....BULL CRAP! They must of look a long time to find a vet that would support that kind of increase, if they even looked at all (which I very seriously doubt)....I LIVE HERE, I GO TO VETS HERE, I KNOW WHAT THEY CHARGE....And that is PURE BS! Nothing more than a RIP OFF based on FAKE INFO AND LIES. I CANCELED all my policies, between what I had to raise my deductible to to even afford their increase last year and their new price increase....I can put the money into a savings account and be FAR BETTER OFF. Which is exactly what I will do. WILL NOT BE EXTORTED BY THIS LYING COMPANY ANYMORE!

I did not have good success with Pets Best. Reimbursement takes nearly a month to receive with a card on file. I had an open balance with my vet for an uninsured pet… Pets best would not reimburse the amount I paid for my insured pet; whereby this balance was paid. I changed insurance companies and am trying Lemonade.

I deeply regret switching to Pets Best from Nationwide—this has been the worst pet insurance experience I've ever had. The biggest issue is their claim denials; a significant majority of the claims I submit are rejected without clear justification, making it feel like their priority is avoiding payouts rather than supporting pet owners.

I’ve been a customer of Pets Best for many years. I had some ice damage on my house this winter which caused extensive unexpected expenses. I was late paying my premium and the cancellation date was April 9. I tried to pay it on the evening of the eighth, but the payment wouldn’t go through so I called the morning of the ninth and they told me my policy was already canceled and there’s nothing they could do.

Rejected all claims made as "preexisting condition/cancer" despite the fact that the first claim we ever made was the surgery where we found out our cat had cancer. Didn't cover our euthanasia for the same reason, and then charged us for another month after that. Instead of automatically canceling the policy as other pet insurance I've had did. Sat on hold for 40 minutes before I gave up on talking to an actual person. Worthless.

Had them for 4 months. Every claim I submitted, they claimed to need more documents. Once the documents were provided, I had another vet visit. They claimed they needed additional documents that they already received. It is just a tactic to tire you out, so they don't have to pay claims.

I have had Pets Best Insurance for several years and have yet to make a claim. However, this company is not hesitant to steeply raise the premium as my dog gets older. They are now asking for 1,889.04/year! This is crazy! They have received several thousands of dollars from me, paid nothing, and now demand that I pay outlandish yearly rate increases. My last increase was nearly 56%! Their business model is to offer an enticing low rate when your pet is young and then steeply raise rates when your pet is old and may need medical care. By steeply raising rates, they hope you will drop the policy so they may keep 100% of your premium without ever paying a claim! STAY AWAY FROM THIS COMPANY!!!!

I used to think Pets Best was great insurance. Last couple years, I am very dissatisfied, and I will no longer recommend them to my friends. They find any reason to deny a claim. If a claim is a large amount, they take forever to process it. As long as your claim goes toward your deductible, it gets handled fairly quickly. I am deciding whether I will be continuing my 3 policies. The cost of the policies keeps rising steeply and fighting for reimbursement for covered items may not be worth it to me anymore. Unfortunately, once you have pre-existing conditions and your dogs start to age, going to a new company may not be an option. It may be worth just starting a separate bank account to cover my vet bills.

They hide everything in the fine print. Their accident and illness plan doesn’t cover the emergency exam portion of your emergency visit which is often half of the price of taking your pet to an emergency vet. They also only pay $150 towards spay/neuter and won’t cover anything that is labeled as pre-op such as medications or the pre-op visit, even though they advertise covering spay/neuter. We paid $71/month for 9 months with a new puppy (lots of exams, vaccines, office visits, neuter, and emergency visits) and got reimbursed a whopping $200 total in that time because nothing is covered or even counts toward your deductible. It makes more sense to not have this insurance.

I have covered my 2 pets with insurance from Pets Best for a number of years. The policy renews each year and increases in price each year, which is understandable as my pets age. My policy premium from Feb 2024 - Jan 2025 was $212/month. I just received a renewal policy and the premium has jumped to $644/month! I'm in shock. I contacted them to get some explanation, but they provided nothing to justify a 300% year over year increase. It's impossible to get coverage with another company since my pets are up in age. I won't cancel as I will not let my pets go without insurance. Very disappointed in this company.

As a former Petsbest customer, I strongly advise other pet owners to steer clear of this insurance provider. My two-year experience with them was nothing short of frustrating and disappointing. Their definition of "pre-existing" condition is so broad that it will be very difficult for you to get reimbursement. The diarrhea-related claim I submitted took 5 months to process, and at the end I got an email saying my claim was rejected because they did not receive necessary medical information from my vet, while I feel they could at least inform me about this so I could contact my vet for the needed info. I then called to cancel the policy, but the representative of course tried to keep me on the policy and said they could re-open the claim for me.

I bought insurance for my 2 labs in December of 2023. One lab had had a torn ACL in the past, but the other leg was totally fine per my Vet. Even though he was susceptible to the other ACL tearing at some point, it was totally fine until Dec 2024. When it tore I assumed I was covered but PB declined my claim telling me in my 24 paged coverage document it says if something is bad on one side of the body, the same body part is NOT COVERED EVER. I had told them about the first ACL tear and feel they should have pointed that out to me as this isn't obvious that this is what they mean in a small paragraph on p.18. I wish I would have not bothered with getting insurance as I has paid $1,100 in premiums and never had a claim. It seems they will deny if at all possible.

Denied my claim stating that it was a preexisting condition (my dog has never not walked before) ~ I attempted to resolve it but completely impossible to reach anyone via website, email or phone. They did, however, respond to cancelling my policy after I had paid them for 6 months! SCAM ~ TOTAL RIP OFF!!!!

They didn't cover what they said they would cover in the policy. They only covered $150 of my dog's $500 spay procedure. The policy claimed 80% coverage! I don't like being mislead. I cancelled and went with another company. I encourage you to avoid Pets Best.