Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
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Great Insurance Company
I have used Pets Best for 2 dogs now . The site is easy to use as is submitting claims . My current dog has been struggling with allergies as well as cracking two 4 rooted teeth accidentally, and Pets Best has been there providing excellent service and reimbursement for all . Glad to have them on my side .
Insurer: Pets Best
By: Pamela
Thankful for Pets Best
Always very helpful. Thankful we have Pets Best!
Declined Claim After Being An Approved Claim
This company and their customer support must be the absolute worst in the industry. Our pet recently received treatment for an ear infection. Prior to authorizing the veterinary treatment and prescription medication, I spoke with one of their representatives. After asking whether our dog had been treated for this condition within the past 12 months, I informed the representative that the last possible occurrence was approximately two years ago when our pet was just 2 years old. Based on that information, their representative expressly stated that the treatment would constitute a new claim and would be eligible for reimbursement under our policy. Within a week of submitting our two claims on 10/6/2026, we received notice on 10/12/2026 that one of the two claims in the amount of $108.21 had been approved and applied toward our $2,500 deductible. The second claim, in the amount of $252.37, remained pending, and no follow up communication was ever provided. This is while our policy was still within the 30-day free look period. Upon reviewing our claim history last week, I discovered that both claims had suddenly been declined. This took place just after the 30-day free look period. I contacted customer service for clarification, and the representative stated that the claims were denied as a pre-existing, chronic condition. This determination directly contradicts what their representative initially told us prior to authorizing treatment on 9/14/2026. As I tried to further explain that we only authorized our vet to proceed with the treatment and prescribe the medication, the representative simply hung up on the call. I then wrote an e-mail to the e-mail address provided on their website and customer portal, pet_info@metlife,com, but never got an acknowledgement of receipt nor a reply. Furthermore, today there was a scheduled webinar for new policy holders to discuss how to file claims followed by a Q&A session; during the call and responding to incoming chat information, the moderator kicked me out of the session after bringing up my experience over our denied claim. The message here for anyone considering Metlife Pet Insurance - Be aware of their deceptive practices. They lure you in with friendly sales representatives, lauding all the benefits of pet insurance and their coverages, followed by getting a confirmation of a potential claim being covered from their representatives prior to having the vet performing the treatment, only to subsequently having your claim denied, representatives hanging up on your call, and moderators simply kicking one out of their live webinar intended for new insured to learn about benefits and submitting claims. Metlife Pet Insurance also ranks among the most expensive insurance companies - one would certainly expect better service.
Insurer: MetLife
By: Klaus
Premium costs
I am very disappointed in the annual premium rates increase. My premiums doubled within 2 years. There is no customer service phone number available on line to cancel service.
Insurer: Pets Best
By: Carmen
Pet surgery and rehab rehabilitation
My insurance is through pet Best, but I have a very good understanding of my policy because I read the entire thing and I’ve also asked questions. Our dues have gone up every year as has everything else. But they have been good to respond. They’ve paid in a timely fashion, and I have been very pleased with pet Best and I’m glad I got insurance on my pet because we have had to use it. They have saved me thousands of dollars and I would recommend them.
1 Star: Disputed Claim, Poor Transparency, and Unresolved Complaint
I had Pets Best for several years and paid over $800 per year in premiums. When I questioned the processing of a claim involving my cat's treatment, I spent months trying to obtain a clear explanation of how the deductible and reimbursement were calculated. My concerns were never adequately addressed, and a BBB complaint ended unresolved. While the dispute amount was only $50, the lack of transparency and customer service was extremely frustrating. I ultimately canceled my policy and would not recommend Pets Best based on my experience.
Insurer: Pets Best
By: Fran
Fast and easy
PetsBest makes me feel safe, knowing my kitties are covered. PetsBest has already proven extremely beneficial when my kitty became ill. I've been able to afford their care, thanks to PetsBest. Absolutely worth every penny of premium. Claim process is fast and easy. Thank you!
Awesome Pet Insurance
Our dog Freddie has been covered by PetsBest insurance for over four years now. Our monthly payments fall right within our household budget. Customer service via email and telephone is excellent. PetsBest is always very customer-focused. Every explanation of benefits is very detailed. Choosing PetsBest for Freddie's insurance needs was one of the best decisions we made as a pet owner. Thank you! We highly recommend PetsBest for any dog owner looking for a customer-friendly insurance.
TERRIBLE TERRIBLE company
Don’t ever use this company. I got this insurance through my company and they have not processed my claim For basic annual check up.. Everytime they give you a different excuse for not processing your claim. Very unethical and customer service is not helpful. Their agent didn’t even know who their CEO was. Go figure. . I will NEVER insure my dog even if it was the last company on earth.
Insurer: PetPartners
By: Saiprabha
So Grateful I Switched to Pets Best!
After 10 years of excellent health, my English Pointer experienced an avalanche of health issues and unexpected accidents this past year. Through it all, Pets Best has handled every single claim promptly, efficiently, and with clear communication. Their platform is easy to navigate, their coverage is straightforward to understand, and their customer service team is knowledgeable and helpful. I’m incredibly grateful I switched to Pets Best when I did. I recommend them to every pet owner I know and encourage my friends to switch from their current providers. Having this level of coverage and peace of mind during such a difficult year has been invaluable.
Insurer: Pets Best
By: Gabrielle