Pets Best Reviews

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.

If I could give them a negative I would. I have spent $78/mo for pet insurance on my golden retriever that is 9 years old. I got this insurance 11/2023 and in 03/2024 she had to have surgery and have lumps removed it was over a $1000 my deductible is $500 and they dragged their feet and paid me $200 in like June. I provided all documents. I have paid $708 just for the insurance in the last 10 months, now they want to increase me to $103/mo and making it super hard to cancel there is no option to cancel online. I think they should be reported to the BBB.

I wouldn't recommend this pet insurance to anyone!! It should be negative stars. I previously had Nationwide with my other dog and they were amazing. First, they NEVER answer their phone in a reasonable time. You have to wait and wait for minimum of 30 minutes. BUT if you put you are a new customer they will answer. Second, they deny EVERYTHING! My dog hurt his leg and had an ear infection. Denied. They said not covered. I have had them for years and NOTHING has been covered. No matter what, they find a way to deny. Last, they just keep raising rates for not covering anything! They are the most expensive insurance out there. Do you research!

Be extremely careful and read the ENTIRE manual before you get insurance. If your dog requires dental work or ANY procedure, they stated they will NOT cover any expenses unless you can show you have been taking your dog to the vet for intensive cleaning since the age of 3 years old. They also do not pay for all accidents. They have so many strict policies and try to avoid paying if your accident does not follow the stated incidents. It is insane. Your veterinarian MUST be extremely careful in detailing everything for this insurance to pay. I paid almost 1300.00 in one year and only $16.00 was refunded. A waste of my hard-earned money. Not fair!

Worst insurance ever, I pay extra for "Wellness Care" and they don't want to pay "Wellness" claims. They would rather let your fur kid get sick than pay for "preventative care" that I pay an extra $30 month for, so what are they really paying for? To complain to the company they give you the CEO's address Melissa Gutierres President Executive Officer at Pets Best LLC and you need to "MAIL" your complaint! WE all know where those mailed items go!!! This is ridiculous.. Go ANYWHERE but Pets Best!!!!

Pets Best does not pay their insurance claims. I got maximum coverage on my dog now to requested 12 months a vet history and I only have the dog 4 months and she went to the vet once before she had the insurance policy. I couldn't possibly know her history before I got her and she was checked out by a vet which by the way she was fine. They're looking for any excuse not to pay. Stay away from them. They suck. They would not let me give zero stars at this site. I had to put one star.

We had Pets Best for many years, assuming they would be there for my dog when she was elderly. Such was not the case. Lily became ill, and Pets Best did not reimburse for her medications. I think they are supported by Big Pharma, as only certain medications are accepted for reimbursement. Lily was euthanized because she couldn’t breathe. We still haven’t received reimbursement for that. No condolences either. Stay away from this company. They are awful.

Highly upset that reputable Progressive company is partnered with Pets Best insurance. A fraudulent company whom denies insurance claims for a simple xray after I've paid my premiums for months. Progressive should do away with their partnership and go with a legitimate partner whom I can really Bundle and save. The X-ray showed a hernia in my baby's tummy but they won't pay for the X-ray. I have no confidence they will pay to have it fixed like they claim they will and I pay the highest premium for my baby. The worst!

They are costly and really cover nothing. Every claim I would submit would be returned with absolutely nothing covered, even for emergency visits. It's amazing to me that someone would be paying $40/month for coverage and then get nothing in return. I would definitely recommend another company if you are getting insurance for your beloved canine companion!

Customer service. I called and waited on hold for a representative for 20 minutes and the second time I called I waited 25 minutes for a representative. The woman was doing her best but the wait is unacceptable. I am waiting more that 2 weeks for my claim to be reimbursed just to find out they give themselves 42 days to pay out claims not the approximately 2 weeks I understood it to be. If you have questions or want to speak with a person set aside plenty of time and even then you won't be able to reach someone in the claims department. I probably need to pay into the plan a few more times before they reimburse me so it isn't considered a loss.

I would give them 0 stars if I could. Pets Best has been exceedingly difficult to work with. My veterinary clinic and I have sent all our records numerous times (to prove that something is not a pre-existing condition). I had this insurance 5 months before the condition popped up, so it's 100% not pre-existing. The claim has been opened 3 times, and a vet to vet appeal was used as a last resort.

Filed a claim 1/7/24. Today is 4/1/24 and I have STILL not received an update. I've called multiple times, been promised by multiple representatives that they would get back to me directly, nothing. Feel this "insurance" has been a complete waste of my money and will be filing to get the last 4 months of money I've paid to this insurance company back. Feel completely scammed and they have nice people when you call customer service, but zero follow through.

You can submit a claim and they say they did not receive an answer from your vet and they also take about a couple months to even process your claim. You submit ALL the insurance information they ask for and they STILL deny your claim and take 2 months to do so. Do not get this insurance if you ever want to see any reimbursement.

We signed up with Pets Best when our puppy was one year old. Now, at three years old, we've had a disappointing experience. Despite faithfully paying premiums, our claims for two ear infections were denied as 'preexisting conditions.' Even worse, the processing time for our first claim exceeded two months, only to end in denial. Pets Best appears more interested in collecting premiums than honoring claims. My advice: steer clear of this company, big scam.

My cat had dermatology issue on her back. We went for check up, she got a steroids shot and antibiotics shot. The insurance didn't cover none. They found that 3 years ago she had a record of visiting a vet for overgrooming her belly. They said her back dermatology issue is preexisting and therefore not covered. I wonder if you get a cold once in your life - are all of your other colds now preexisting conditions? Not paying for this insurance anymore.

This company is a scam! Under their policy dental disease treatment was covered. My cat has gingivitis. They rejected the treatment claim saying it's wellness and not covered. The logic they gave didn't make any sense. They just wanted to reject all claims. Complete fraud! Stay away.

I purchased 3 policies for my two dogs and one cat. At the time of purchasing my cat's policy I decided to add a wellness plan since he would be getting neutered soon. It only made sense financially to opt in to the wellness plan if I were able to cancel it after his neuter procedure was complete. I was careful to research that I would be able to cancel the wellness plan before adding it to his policy, otherwise I wouldn't have purchased the wellness plan to begin with. My diligent online research confirmed that I would be able to cancel the wellness plan and keep the accident/illness insurance. 3 months later, after spending $1,400 to cover all three pets, I am unable to remove the wellness plan online so I call in. The customer service agent told me that they don't permit cancellation of the wellness plan until the policy renewal (1 year) which differs from the information I found on their website prior to purchasing the wellness plan.

Pets Best claimed that I “didn’t like” the way they contacted me and my vets. That had nothing to do with it. I didn’t like the way they asked repeatedly for a full year’s records for 4 month old kittens. They blame their “system” and computers for the lengthy and unnecessary delays in processing claims. I filed a complaint with BBB that went over the entire mess. They lied about asking my vets for records. They lied about the amount of time claims would take when I signed up and paid a year in advance. They marked my kitten's teething problems as “chronic” no doubt to deny claims now or ever.

12/2023 I received notification of a significant rate increase for 2024. I opted to terminate my account at the end of the policy term 01/15/2024. The reaction from Pets Best? They used the auto-withdrawal function that was how my monthly premiums were paid, and withdrew $1,527.06 from my checking account. I have contacted Pets Best via phone-fax-email, to no avail. I have reported to our State Attorney General Consumer Affairs, and my bank. Pets Best acts as if they just do not care. I still am without the stolen money. There are many choices for pet health insurance, Pets Best should not be considered a wise choice.

You can submit a claim and they say they did not receive an answer from your vet and they also take about a couple months to even process your claim. You submit ALL the insurance information they ask for and they STILL deny your claim and take 2 months to do so. Do not get this insurance if you ever want to see any reimbursement.

Will I took my dog for examination? Because she started limping. And when I took her for examination. I found out that she ruptured her ACL. And so then I had to find a doctor or a veterinarian. Well, I found a veterinarian. That would do surgery, but they had to do Exam and some blood work and xrays. I Then I proceeded on with the surgery. Now due the fact a young lady just told me the exam to find out what was wrong with my dog Was not covered, nor was the x-rays was not covered. I asked her to show me where saying in the policy. I know she has to wait the 6 months. But for the examination to find out what was wrong with her why Wasn't the exam and x-rays, wasn't that covered?

On 8/24/23 I called WhisperDocs, the 24/7 Emergency Vet Line, for my Cocker Spaniel. I was told by a "vet. nurse" that veterinarians did not speak to customers on the 1-800# phone lines, yet she couldn't answer my question. This is false advertising & of no help to me. I called Pet's Best customer service about this & was told my issue would be reported. I received a TC a couple weeks later stating that this is an upper management issue, my issue had been referred, but I should not expect any follow up or a return call. What kind of customer service is this? They should not tell prospective customers that a vet is available 24/7 when one is NOT! Gayle APRN

I have submitted my claims on July 10, and didn’t hear back from them till August 19, 2023. Claims were denied because “they couldn’t reach our vet?! “ I have to do their work and contacting our vet’s office, etc. The truth is that my vet’s office never heard from Pets Vest. So, finally they processed my claims and denied them, again. I have no time to play tag of war with “petsworst”, just cancelled coverage today. Do not waste your time and money. It is nothing but crookedness.

Pets Best take forever to do a claim, as a customer you have to do the job for them, they tell you something on the phone and another by email. The only good thing I can think about them is the people who answer the phone are very professional but the ones who do the claims are lost, making the customer lose their minds. So if for some reason you want to do the job of your insurance company and pay them for you to do it, welcome to Pets Best. The worse experience as a pet insurance claim company. You will lose your mind and time dealing with them.

I submitted a claim on June 4th 2023. It’s now June 30th and I haven’t heard anything regarding my claim. I keep being told it’s being processed. I have called for week. I even asked for a supervisor and was told I have to write a complaint. Yet every month they get their payment.

I have been with Pets Best Insurance for many years. In the past, claims have never taken more than 14 days to process. These are straight-forward claims that do not require any additional information, lab test/results, clarifying notes from the Veterinarian, etc. Over the last 4 months, it is taking 30 - 42 days to settle claims. This is unacceptable. Many of us are Seniors. These are out-of-pocket costs, until the claim is settled.

2.5 years ago I signed up my 6-year-old dog for insurance when getting it for a new puppy. I almost canceled her policy this January because the rate increased and she had a pre-existing heart condition. It seemed silly to pay for insurance knowing she would eventually succumb to something not covered, but ultimately I decided to keep it. In May she had a respiratory emergency and I rushed her to the hospital fully expecting to pay all bills only to discover she had a different undiagnosed illness. We were able to make decisions for surgeries to try to save her without factoring in the cost. I was nervous PetsBest would try to say it was pre-existing, or elective based on her other condition, but they covered everything according to my plan. It did take some time, but they do email saying they have requested medical records from all vets dating back 18 months before your plan started.

I have had 3 or 4 pet insurance companies over the years and have always been dissatisfied with their lame excuses for not wanting to pay a claim. Pets Best has always been amazing. They answer the phone! They email me back! They process claims relatively quickly and I see the cash go right into my checking account! If I have a pre-procedure question I can get a fairly definitive answer. I really like this company and won't be switching.

While covered by insurance, my dog had a full tear of her ACL. The insurance company does not review claims until after the procedure is done. I was left to make a decision to either let her suffer limping or go ahead with the procedure with the risk of it not being covered. The total cost was just under $4500. They did not reimburse me and resulted in me being unable to pay my rent. This has left me in debt and living at my work. Pet insurance is completely awful in that you are forced to choose between your pet's well-being and your livelihood. Stay away from them.

I have this insurance since a year, I have submitted multiple claims but everything is being denied saying it's a preexisting condition. Such a waste of money, you rather save that money and put it in your bank and spend it when your pet really needs them.

After being careful to sign my new dog up for insurance and scheduling the first vet visit after the waiting period, Pets Best still said that his allergies were a pre-existing condition because the vet noted the itchiness had overlapped with the waiting period. Customers and vets need to be WAY more educated about what total slippery bottom feeders this (and likely all) insurance companies are: you can't so much as say a word about any symptom that isn't after the waiting period.

PetsBest Insurance is the worst pet company I’ve ever dealt with. They take forever to process a claim stating they are busy with an influx of claims. In my experience with the several claims I have filed, the lengthy time they take to review my claim is solely used to do their very best to collect any info that might disqualify my claim. My initial claim sat for 3 weeks with no attention. I called several times and was told they had all the info to process my claim. On my final call regarding this particular claim, I was notified that no one has been working on my claim and after 3 weeks and still, no one had contacted my vet for medical records.

I insured my dog in June 2022. I filed a claim in October 2022, for a services that were covered. They kept sending emails about not having my dog's records. Last week I received an email stating they needed records from a different Vet that my dog went to. All records were sent when I initially filed the claim. Today, 3/27/2023, I received an email stating that they now needed receipts which was all included in the initial claim. A couple hours later I received an email stating that the claim was being denied due to the services not being covered. The process with this claim went on from October 2022, up and until today, March 27, 2023.

I'm so grateful for Pet's Best Insurance! My dog recently had a health scare when he was diagnosed with a ruptured growth on his spleen. The cost for surgery was estimated to be around $8,000, and there was a 75% chance that the growth was cancerous. My family suggested putting him down, but I remembered that I had purchased Pet's Best Insurance on a whim last year.

I have been paying this health insurance monthly, and I never got any coverage in anything. It is always some excuses saying that was a preexisting condition. I did submit an appeal one time and never heard anything about it. Plus they increased so much the monthly payment. I'm totally going to cancel it. I'm throwing my money in the garbage.

Seemed fine at first, except that I wasn't doing the math. Insured since 2020, put in the form for cancelation today because honestly, it's a hassle to be reimbursed + you will never, ever EVER get more out of it than you pay into it. $806.56 a year for a cat to have the best insurance possible (90% reimbursement, $250 deductible, wellness, dental, medication), plus $927.85 worth of submitted claims and they paid out $240.11. This means my costs for my pet were $1,494.30 for the year instead of $927.85 for the year. I can't afford paying $566.45 more every year for a hassle, especially when the premium skyrockets as the gap between what you pay them and they pay you gets too narrow. I'm going to stick what I was paying pets best into savings from now on just in case my $2,400 limit credit card just for my cat isn't enough. I guarantee you that even with my old man of a cat, I'll be saving money not paying for pet insurance.

I've read a lot of reviews and all are similar. They will take their time processing your claim, you will call them multiple times but never get to talk to the claims office because I don't think they have one. You will end up just talking to representatives that will "document" and pass on to the claims center. I called multiple times, uploaded all medical records, the claims were denied because they couldn't obtain medical records. Don't use them. This company is a scam.

This company has been nothing but a nightmare. We went with Pets Best insurance on a recommendation from a friend that had a positive experience with their previous pets. I purchased the insurance when we got our puppy at 10 weeks old. Unfortunately, our puppy contracted parvo shortly after getting her second round of vaccinations. This led us to an emergency vet visit. The visit took place in October and as of writing this in January the claim has not been resolved. I submitted the claim and all of the documentation from the vets we saw in conjunction with the illness.

My dog has been insured under them since 2018 when he was a puppy. This past month he needed to have some periodontal disease taken care of. Pets Best paid lots of money to write their policy in such a way, that you are misled, and you can't get anyone on the phone to ask about coverage beforehand. They are CON ARTISTS. They state, they will only cover periodontal disease, if your dog has a cleaning, and the periodontal disease is fixed. Once that happens, they will cover it if it happens again, so basically to get periodontal coverage, your dog has to get it twice in 13 months, and they only cover the 2nd time.... WHY NOT JUST SAY WE DON"T COVER IT! - Better off putting the 50.00 a month in an interest-bearing savings account, because this INS co is crap!

They always just keep the positive reviews but as a consumer for almost 2 yrs unfortunately we are cancelling our policy. This insurance doesn’t have compassion to their customers and don’t understand options that they can give to the consumers. They will not inform you if your premium will increase, to be honest I never even got so much money back from our claim even some of the conditions of my pets are covered. Worst pet insurance.

At first, they were very helpful and thorough. But then, after I paid hundreds of dollars for my dog's neuter procedure, I then find out none of it was covered because I didn't have their additional, "Best Wellness Endorsement plan". I had no idea that there was even such a plan to choose from in the beginning. Their customer service then was PATHETIC after the fact. Careful when you choose insurance. Be it for humans or pets, they are all in it for the money.

I have had my dog covered by Pets Best for about 3 years. Never had any real issues until recently when I found out my dog had a heart murmur & needed an echocardiogram. I sent in so much documentation as did my Vet (who has been my vet for 20+ yrs). Closed my claims because I didn’t have the correct info which was complete **- said they could not read the payment. Kept waiting for payment & after 7 weeks told me it needs to be paid in full before they can process it. Why not tell me that the 6 other times I called & spoke to someone or the 10 emails I sent. I just had my 4th breast cancer surgery so have not been able to work & told them that things were really tight & I needed them to reimburse me what should be about $1500 & keep getting a different answer. It's in the queue for payment- - it's being reviewed for payment- today I get it's going to be made a decision on in the next 24-48 hours - WHAT?!!!

I had this pet insurance for over a year. I did a lot of research before picking a company to insure my pets after having a dog die of cancer a few years ago. I thankfully did not have to use my policy during this year (i had not met the deductibles yet), but had decided to cancel it after they raised the rates after the first 12 months to a MUCH higher rate without giving me ANY warning. I noticed when the amount charged to my debit card (deducted from my checking account) was much higher than my normal monthly fee. I decided to cancel my policies on my pets. I received verbal and written confirmation of my cancellation from Pets Best. Several days after the policies were all cancelled and I started getting alerts from my bank that Pets Best was making multiple charges to my debit card (which was linked to my checking account, so the money they were charging was immediately being removed from my bank).

Huge scam: I submitted claims in Mid-August. I'm a new client so I understand the time required to collect medical records. What I don't understand is that all my claims were closed without any notification or communication. Had to contact PetsBest on 3 occasions and get a manager involved to have them reopened, then they were closed a second time (again without notifying me) due to incomplete medical records. Took 2 days to get in contact with an agent, had the respective documentation needed sent. I was told it could take up to 30 days for it to be resolved but I had 2 weeks until my insurance was up for renewal.

Pets Best is the absolute scam of any insurance. I am calling the BBB, the California Insurance Board and any other place I can urge people not to do anything with this company. They buy their reviews, I have a 10yr dogson. He hasn't been to the vet since the pandemic. Went into this awesome vet that my friends recommended. This was just an initial wellness check up, met the vet, get blood drawn, see what shots he needs, etc. While there Vet listened to his heart and said it sounds like he has a heart murmur, he needs xrays and blood. Later we will need an echogram (650). Left there with bloodwork, xrays. Everything was actually really good. I spent 650 dollars for that. Mind you I'm thinking they will reimburse (from what the reviews say) 80% within a week.

We submitted 3-4 claims online to Pets Best Insurance. Going in to four months later, the least expensive was paid at half the cost of the claim and still waiting on the others. They constantly pend them for one reason or another. One just disappeared from their system entirely. Had to resubmit it. Multiple trips to vet to constantly get a new rewritten claim that is more legible, more detailed, etc., upload them and still one after the other reason for not paying the claims in a timely manner. Waste of my time and the vet office! The vet told me the insurance company does this hoping you will just get fed up and give up and forget about it. They're sure doing their best at that! Try another insurance, please! Not this one.

I have been with Pets Best since February of this year. When I first insured my dog I was told his deductible was $50. For 7 months they never paid one red cent. I had a few visits, one for an ear infection and one for a scratched eye. Both took place after the 14 day waiting period and they refused to pay anything claiming his ear infection was a pre-existing condition and that they took the full refunded amount ($198) from the scratched eye and applied it towards his deductible of $250, well over what his actual deductible is. They have refused to pay anything and look for any reason to pay out. Absolutely do not come to this company.

I read many of the reviews about this company and simply refused to believe they could be true. I assumed that many of the disgruntled reviews were from people that didn't understand how insurance works and what it does/doesn't cover. I'm an accountant and have worked in the insurance industry so I felt like I had a good understanding of the policies and coverage limits. I assumed that if I just followed the policy and procedures and was aware of what restrictions there were, that I and my dog would be fine. I was wrong and I'm paying for my mistake now.

It is become very clear that Pets Best is more than just an incompetent company. It seems that they truly are committing fraud to avoid paying out claims. I have had multiple legitimate claims rejected and appealed multiple times. Nothing stated in the policy is being followed and there is no contact between the representatives and the claims department and no way to get a hold of the claims department. Still waiting two months on some claims. Absolutely garbage company.

Beware of all of the fine print. I had this insurance for 6 years and spent over $17K in premiums. The one time I filed a claim for a periodontal infection, which cost $2,300, the whole claim was denied because I had not had annual dental cleaning with my dog under general anesthesia. There is more, but just know you are wasting your money in hopes of having some support from this sham of company. And ignore that Forbes review, it was obviously bought and paid for by Pets Best.

Absolute garbage. Brought the most expensive package and was useless. They refuse to pay out most claims and if they do you’ll only get a small portion. Recently canceled services and they’re still attempting to charge me. They even confirmed it was canceled.

Listen to the reviews and AVOID. If you have a Bulldog, FULLY AVOID. PetsBest will systematically deny as many claims as possible. The company might appear attractive with slightly lower monthly costs than a few of the competitors, but I can assure you, you WILL NOT SAVE any money with PetsBest. Pay special attention to the 14 day waiting period as if you have to go in for anything in that period, they will deny every claim you submit for the lifetime of the policy. Look into Embrace or Lemonade, MUCH BETTER, ethical, and fairer alternatives.

I’ve been a member since 4/2021 & read the policy & understood the terms. There’s a 6 month waiting period for Cruciate Ligament injuries. I went to see my vet 8/2021 (4 months after my policy started) for undiagnosed limping which resolved itself after a few months. In March 2021 my pet diagnosed with ACL tear & needed surgery. I filed a claim only to be denied because of my visit for the limping. My vet even wrote a letter stating it was a negative drawer test at the time which is indicator of ACL tear. I filed an appeal & it’s been close to 60 days & they still haven’t made a decision saying they haven’t received a referral form from my vet's clinic. I call my vet's clinic & they have no record of ever receiving a referral form. I’ve called at least two times for this claim. They make no effort to contact you & reps can’t tell you anything. It’s bad customer service. I wish I never got involved with them but I can’t go with another insurer because then it’s preexisting. Stay away from this company.

I had the worse experience with this company and I have been reading the complaints from other customers in this website so this is something that has been going on for a while and apparently they always get away with it. It's ridiculous. My premium was 77 dollars a month. I just cancelled the insurance today after I have been waiting for a month to review the claim. My bill was $503.84 and I was told that I will not be covered for the following amount $426.84... This is crazy!!!

PETS WORST WILL NEVER REIMBURSE YOU!! DO NOT USE THEM! I took my dog in just for a general wellness exam that includes general physical and general bloodwork since she's senior. This stupid Pets Best said it's pre-existing so they denied my claim. WHAT IS PRE-EXISTING HERE? There's no condition, it's just an annual exam and that's excluded and deemed as pre-existing?? PetsBest - you are very greedy, a liar, bad business!!! ~~~ Everyone please stay away from this company~~~ They will only take your money. ~~~

RUN!! Do NOT get this insurance! I spent $60 a month for months paying my dog's insurance for NOTHING! I took her to the vet for some seasonal allergy issues and spent about $600 with meds and all for her and her regular heartworm and tick prevention medication. Filed a claim and got denied! They stated she went in last year for it so it’s pre-existing... like what?! YEAHHH it’s seasonal allergies... like what?? Y’all only cover wellness checks?! HORRIBLE INSURANCE. NEVER AGAIN. Canceled and filed an appeal. I’ll be writing as many bad reviews as possible to every platform possible. I also wondered why their website had pretty much only 5 star reviews and then came to other sites and realized all the bad reviews. So pretty sure they just delete as many bad ones of their own website as they can.

Terrible pet insurance company. They will do everything they can to try and say your pets condition is pre existing. You will never be able to speak with a manager. Their reps are trained in a way where they’re comfortable telling you you’ll never get a chance to appeal their decisions and they tell you over the phone that they have added notes to your file not to be able to speak with any other reps or make requests to appeal. Their appeal process is borderline illegal and nearly impossible to use. Avoid at all costs. You’re better saving $100 a month in a separate account for a rainy day then waste your money with Pets Best. They pay lots of money to be featured on other websites like Forbes, This Old House, and many others to appear like a great company while paying more to make it hard to find any real reviews left by people.

Pets Best gets many customers from the plan comparisons out there on what it says it covers. However, look at all the complaints filed because they don’t actually cover it, they only state that they will. I canceled their service after the waiting period was over and I saw how unhappy their customers were. My own experience is that they are untrustworthy and do not care. I canceled their service in writing and on the phone and they kept billing me against my will. Staff refuses to locate supervisors and states they’ll put you in a queue for management to return your call. I asked for a call in January, February and march. It’s now May and no supervisors ever called. They did however immediately reply to my credit card dispute with them. They fraudulently charged my account for two more months of service. Do not use. You are better off starting a savings account for emergencies. Or using a credit card. They have horrible service.

Got insurance after my dog tore his ACL and needed PTLO surgery. Sure enough he ripped the other one, waited out the 6mo waiting period and scheduled the surgery while he suffered the whole time. A week after the surgery, filed the claim. It took two months for them to research. Came back denied. On the form it said it was because ligament tears weren't covered even though it definitely is on my policy. When I called about it they said the injury happened within the waiting period, even though the surgery was done after. This is NOT what their policy states. They nicely said "too bad" and I was stuck with a $5000 bill. Not a single item on the list was covered such as medicine or any of the hospital stay. Nothing. All because they tied it to the injury.

I signed up for coverage upon getting my puppy. After my waiting period my puppy was limping and crying so I took her in. She was diagnosed with severe hip dysplasia. This company cancelled my policy, denied my claims and I was forced to euthanize my pup. They are deceitful and scammers. I do not recommend them at all.

STAY AWAY from this company. They deny claims and don't explain specifics. You will have to fight for every claim to be paid in full or in part. They "claim" everything as pre-existing condition and deny. Even when your Vet writes a letter to state the condition is unrelated. Save your money. This company is worthless.

Reimbursement takes forever (if you are lucky enough to be reimbursed), customer service is inept and unhelpful just tries to rush you off the chat, much much better options out there. You'd be better off throwing your money in the trash monthly than paying this company. Not sure why they are rated so highly when there are so many poor reviews.

I retired in June 0f 2021 and received an e-mail about various benefits for retirees. One of those benefits happened to be Pet Insurance from Pets Best. I thought to myself, "They are aligned with NEA Member Benefits, so surely they must have been vetted and are a trusted insurance company." I could not have been more wrong!

Claims reps do not provide detailed information regarding the status of a claim and also why it has been denied. Our pet has a new skin condition that Pets Best will not cover because they claim it is tied to another pre-existing condition that is not related to this. (How are ear polyps related to dermatitis?) We are also very disappointed in how long it takes to process a claim. I will not purchase Pets Best the next time we acquire a new pet. This insurance is rip-off

I have had Pets Best insurance since 2007. That's a long time. When I got them, the coverage was per incidence, so when my dog started having seizures, it was covered for the rest of her life. When it sadly became time to put her down when she was 17 years old (I had had the insurance for 14 years at this point), I submitted the claim for her final expenses because my policy said it was a covered expense. WRONG!

I purchased pet health insurance from Pets Best on 4/26/21. I called their customer service and spoke with Taylor. She confirmed that I have been waiting for 21 days to receive reimbursement of the claims I filed, and she stated that all claims have been delay to 39 days. I believe that they are now scamming their customers by refusing to pay claims. At this point they are just giving their customers lame excuses for not paying the claims. I am reporting them to the BBB. You all should do the same!

Although most people have had a good experience with Pets Best insurance, I was financially and emotionally devastated by their lack of communication, support, and compassion for me and my dog. I signed my dog up for Pets Best insurance after a dear friend of mine recommended them to me. My dog was approaching 7.5 years old and had no current health issues, so I thought it best to sign her up before she developed any.

I have had Pets Best now for 2 yrs. I have had a couple minor claims but have had a significant rate increase already. But that is minor compared to how long the claims process is. They average about 3-4 months IF they decide to pay claim at all. They tell you EVERY time you call about claim that the company buyout is causing delays in processing but that is a lie. They might be understaffed but this has been going on for about 2 yrs now so...I am fearful after reading other reviews that if the claim was ever serious they will deny claim altogether. I have zero confidence in them and really none have good reviews. Just save your money and if you want purchase a preventative plan only. Pet insurance to me is a total waste of money.

Details of policy are very confusing. Getting reimbursed is never what you expect. Not happy and looking for a better policy. Deductibles you think it’s great then are told something different. In general, buying a pet insurance, well you need to read everything carefully.

I've tried several different plans with my two dogs and one cat. I am totally satisfied with PetsBest as they offered the best coverage and their prices were reasonable. Even on existing medical issues, they did a fantastic job covering them. Very good customer relations and easy to talk with. They offer several different plans, which I like.

I have not been a customer long with this pet insurance and will not be after today. I submitted a claim on 1/31 for a wellness check which is covered. It is now 2/26 and still no end in sight. I keep getting messages with excuses about high volume of claims but when I further researched this has been a complaint that numerous customer have had for over a year. So this is a consistent pattern with this company. Considering that we are not living in the dark ages and everything is automated and verifiable in 24 hour period there is no excuse for this long a period for a bill that is under $200. So I will be cutting my losses. Do yourself a favor. Avoid this company at all costs.

I have been paying this insurance for years and my cat got sick with a couple of surgeries. First I was not aware that the plan had a maximum coverage of just 2,500 per illness for life. It was my fault for not knowing, esp it's such a small amount. What is wrong is that despite that low coverage per illness, they wanted to raise my premium 50% just like that only because I used it. So you pay them for years and when your cat is getting older and just when you need the insurance they can just jack up the price straight out. I think it's so unfair and so biased and should be illegal.