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.
77,058 total
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Awesome
My 70 lb, 1 and 1/2 yr old needed CCL surgery. Thank goodness I had taken out Pets Best insurance for him. They paid right away!! 80% of my bill, no issues. Sent to care credit account!!! Awesome Experience!!
Insurer: Pets Best
Veterinarian: Hudson Highlands Veterinary Medical Group - Hopewell Junction
By: Linda
Fast and easy
My dog got extremely sick so I took her to the vet. They needed to do labs and biopsies to figure out the underlying source for being as sick as she was. And they gave her treatments for multiple ailments. It wasn't cheap. After her first check up I asked the vet for invoices, took a picture and submitted them online. Within days I had an email showing how much I'd be getting back and then shortly after the money was in my bank account. I immediately paid my credit card bill with it. I didn't get all the money back but I did get a large portion of it. All in all it was a good experience and an easy process.
Insurer: Pets Best
By: Courtney
Happy with Pets Best
Pets Best address the claims in a timely manner and if there is a reimbursement, they do the return also in a timely manner.
Worst company.
Don’t waste your time and money with this company. They try to swindle you and they take for ever on claims. Sometimes more than 6 months.
Insurer: Pets Best
By: Chris
Pets Best is THE BEST
I recommend Pets Best to everyone. They are fast, friendly, compassionate and customer service oriented. I thank God everyday for choosing them to insure my babies. NO HYPE ALL FACT.
Insurer: Pets Best
By: Patricia
Service has gone downhill and become more expensive
My premium has steadily increased over the years, which is to be expected. However, they have been much more difficult to deal with as far as processing claims and receiving payment. It used to take less than a week for the claims process to be finalized and a couple days to receive payment. It now takes over a week to receive payment. If they need more information for a claim, there is no communication about what is needed. It is impossible to reach someone who can provide meaningful information via phone other than having to ask the call center employee to refer to a supervisor. I used to recommend Pets Best to friends and now I regret doing so.
Insurer: Pets Best
By: Jessica
Satisfied
"Easy claim filing process with good communication through email and quick reimbursement. "
Insurer: Pets Best
By: Larry
Pets Best is the BEST!
"I used to have a different insurer but was unsatisfied. they were very inconsistent with what they paid and didn't pay. Reimbursement took a long time. Switched to Pets Best and won't be switching again. "
Duke
I’ve been extremely satisfied with pet Best and their fast turn around on my flames. Fetch emergency cancer centers have been very caring with Duke and helping me do what we can to keep him comfortable at this time with his cancer.
Insurer: Pets Best
Veterinarian: Fetch Specialty & Emergency Veterinary Centers - Brandon, FL
By: Wayne
Customer service was terrible.
Extremely frustrated with both the claims process and the customer service I received from Pets Best. This was a chat interaction on 8/14 I contacted them because it had been 8 days since I submitted a claim and I had not received the reimbursement. I was then told that although the claim had been completed, the payment was not actually sent until August 11, and the 5–7 business-day deposit window began on that date. That explanation would have been fine if it had been communicated clearly from the beginning. The larger problem involved a second claim for my dog’s UTI. His August 6 wellness visit was his first veterinary visit since I adopted him. Labs taken during that visit revealed the UTI, and the veterinarian later called and prescribed an antibiotic, which I picked up on August 11. Pets Best treated the prescription date as a separate “date of service” and requested 12 months of medical records to determine whether the UTI was pre-existing—even though I repeatedly explained that there are no earlier veterinary records. The representative initially said Pets Best had requested the records from the veterinarian, but later told me I needed to obtain and submit them myself. When I tried to clarify what records were still needed and who was responsible for sending them, I received repetitive answers and was repeatedly asked questions I had already answered. Early in the conversation, I used the word “damn” once while expressing frustration about the confusing claim setup. It was not directed at the representative, and I did not continue using profanity. Nevertheless, the representative repeatedly reprimanded me for being “disrespectful” instead of answering my remaining questions. When I requested a supervisor, I was given a phone number and the chat was terminated. I understand that an insurer may need documentation to confirm that a condition was not pre-existing. What I do not appreciate is contradictory guidance, repeatedly having to explain the same straightforward timeline, and having a representative focus more on policing my tone than resolving the issue. This experience has left me with very little confidence in how Pets Best will handle future claims when my animals need care.
Insurer: Pets Best
By: Desiree