Pets Best | Pet Insurance Review

I am extremely disappointed and frustrated with Pets Best. I have been a loyal customer since 2022, paying premiums monthly for 4 years without a single claim. Now that my cat finally needed surgery for Tooth Resorption—a condition that clearly developed recently—Pets Best has done nothing but give me the run-around for over two months. The lack of consistency is appalling. My EOB states "additional information is needed," yet I received an email stating the claim is "not covered." Which one is it? I have provided all medical records showing my cat has been healthy and asymptomatic for years. Medically speaking, if this were a "pre-existing" condition from 2022, it would have been impossible for my cat to remain healthy and pain-free until 2026. Their customer service is non-existent. I have spent weeks trying to get a straight answer, only to be met with contradictory statements and bureaucratic delays. It feels like they are intentionally making the process difficult to avoid paying a legitimate claim. I will be filing a formal complaint with the State Department of Insurance and taking my business elsewhere. DO NOT trust this company to be there for you when your pet actually needs help.

I've been insuring my dogs with Pets Best for a decade or more and they continue to provide excellent service and transparency in explaining their decisions--which have been uniformly accurate. When I got a new puppy a few years ago, the first thing I did when I got home was to enroll him with Pets Best because I was so pleased with how they handled my previous dog's benefits. I highly recommend them.

"I opted for pet insurance when I first got my little guy eight years ago. We had another of the same breed prior to this, and she had some issues that were inherent in the breed - and costly. Unfortunately my current little guy now has some of the same issues. Thankfully, our vet caught it early - and WE HAVE INSURANCE. He's doing great, but it is so nice to have the peace of mind to have some of these larger bills covered. I researched pet insurance extensively, and we are totally happy with our decision to go with Pets Best. The premiums are not terrible but, like our own health insurance, have increased a bit with age. The coverage is great. Luckily, I have only had to file a couple claims, but it has been easy, and they have been resolved quickly. "

Denied every claim based on “preexisting condition”, even when “preexisting condition” had nothing to due with claim. There’s no way to contact anyone at the company actually dispute these denials. They tell you to take it up with your state’s insurance dispute office if you’re not happy. Utterly useless

Charged two times this month for premiums. Customer service is impossible to contact, with wait times > 1 hour if you can get through, and expect to get cut off a number of times. In the past 6-12 months, they have stopped paying the exact same claims that had been paid. I am truly beyond frustrated with what has become of a good pet insurance company.