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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A great experience
Very easy to file claims, and I got very quick responses on the status of the claims. In addition to filing my claims online, I also spoke to a customer representative on the phone because I had a few questions. He was extremely helpful and pleasant. I really appreciate that
Our Story & Pets Best
As proud owners of three Doberman Pinschers, my family and I have come to rely on Pets Best insurance in ways we never imagined when we first signed up. Their dependable claim payments have been nothing short of a lifeline, helping us keep our beloved dogs healthy and thriving through some truly challenging moments. One of our Dobermans, Remington, was recently diagnosed with dilated cardiomyopathy (DCM), a form of cardiac heart failure. The costs associated with his care are staggering—monthly medications that are prohibitively expensive, frequent hospital visits, and a battery of veterinary tests to maintain his quality of life. When we got the diagnosis, we were blindsided; we never anticipated something like this happening to one of our dogs. But having Pets Best in our corner has given us the confidence and financial support to stay committed to his treatment over the long haul. It’s hard to overstate how much this has extended Remington’s life and allowed us to cherish more time with him. Knowing we have reliable insurance backing us up has made all the difference. This isn’t the first time Pets Best has proven its worth to us. Years ago, with another of our Dobermans, we faced a terrifying emergency. He was digging in the yard—likely after a rattlesnake, we suspect—when he was bitten in the face. Without insurance, we would have lost him. The treatment was extensive and costly: four vials of antivenom, a blood transfusion, and several days in a specialist care unit. The bill was astronomical, but Pets Best covered it, and he pulled through. Today, he’s one of the healthiest dogs we have—vibrant and full of life. That experience was a turning point for us. Since then, we’ve vowed that all of our dogs will always be covered by Pets Best. It’s a decision we’ve never regretted, especially now as we navigate Remington’s ongoing care. The claims process with Pets Best has been a bright spot in an otherwise stressful situation. Submitting claims is straightforward—snap a photo, fill in the details, and send it off. For Remington’s routine prescription refills, we typically see reimbursement within a week and a half. Larger claims, like those for emergency visits with detailed itemizations, take a bit longer, but we’ve noticed significant improvements in processing times over the past year. It’s clear they’re working to make the experience smoother, and that effort doesn’t go unnoticed. That said, there’s one area where I wish pet insurance companies, including Pets Best, could do better: emergency payments. Very few vets allow direct billing with insurance for emergencies, leaving pet owners to front massive costs—sometimes $5,000, $7,000, or even $8,000—before being reimbursed. Not everyone has that kind of money on hand in a crisis, and it’s heartbreaking to think that a pet could be lost simply because the funds aren’t immediately available. It would be a game-changer if Pets Best could work out a system with veterinary hospitals to handle large emergency expenses directly, sparing owners that burden and ensuring care isn’t delayed. In those moments, the peace of mind insurance provides feels incomplete if you’re still scrambling to cover the upfront cost. Despite this, I can’t recommend Pets Best highly enough. It’s an investment we urge every pet owner to consider. The reliability, the ease of claims, and the support they’ve provided through emergencies and chronic conditions alike have been invaluable to us. Pets Best has given us the ability to focus on what matters most—caring for our dogs—and we’re endlessly grateful for the extra time it’s given us with Remington and the others. I would give 5 stars only to an insurance company that manages payments at time of the emergency with the Hospital.
I Will Not Have a Pet Withouth Pet Insurance
On New Year's Eve, our beloved 7 year old dog Zelda was diagnosed with T-Cell Lymphoma after being hospitalized. What we thought was just an upset stomach turned into our worst nightmare. We would have had to make some impossible decisions if we didn't have pet insurance just for her hospitalization as her cancer diagnosis was on the heels of our other 11 year old dog's hospitalization and rare blood cancer diagnosis. You could put money away for a dog's entire lifetime and still not have enough for what we have spent in just 6 months. Pets Best claim process has always been really easy to navigate and I've never had any issues. It is also nice that they have a list with covered medications. Having Pets Best meant we got Zelda feeling better and she got to come home. It meant we got to try every single treatment available without worrying about the financial strain. She got to live what time she had as a normal happy dog unburdened by her cancer. Unfortunately, Zelda only had a partial response to treatment and we just got 2 more months with her but they were a good 60 days and I wouldn't trade them for anything. I appreciate that Pets Best went ahead and saw what her last claim was for and closed her account without me having to call in the aftermath of saying goodbye to her. It took one more thing off my plate, especially because the next week we found out our older dog with the rare blood cancer, also has a soft tissue sarcoma and we don't really have any viable options for him other than cherishing what time we have left. Again, you could put money away every month for a very long time and still not have enough for what we have submitted claims for in the past 6 months. You never know what's going to happen, Pets Best gave us peace of mind.
Finley's Pet INsurance
Excellent customer service end to end. Very user friendly web site and claims processing tool. Excellent and timely communications, and friendly, helpful, knowledgeable, and professional team. Top notch service organization. They are top notch, and I highly recommend them for your pet's needs!
Frustrating Outcome
I recently filed several claims with Pets Best and much to my dismay, they denied a series of x-rays due to a pre-existing condition but the X-rays were taken for a lump on my dogs belly. They assumed the x rays were for her hip but the SOAP notes very clearly state it was for her chest. When I brought this to their attention, their customer service rep Julia tried to help me out and get them to review it, but instead of the claims department owning their mistake, they said I must file an appeal which will take 90 days. So now I must file an appeal and essentially send in documents I already sent them , in order to get them to fix THEIR mistake. Very very very disappointing.
Insurer: Pets Best
By: Kristen
REIMBURSEMENT IS GREAT
"I have had Pets Best for my baby since he was 2 months old, and he is now 11. This has helped us tremendously with the unexpected issues that rose up. Having Pets Best is definitely a great help. I have spent so much money over the past few years with all the issues. He now has arthritis, he went blind last year from SARDS, and a few other issues that have come into play but thankfully the test have come back negative, or we have been able to rectify with proper care. Having reimbursement in place has been a big help with all the medical expenses. I would not have been able to financially keep up the care I have been able to provide for my baby if it were not for Pets Best. I have called them and the 24/7 WhiskerDocs on several occasions and everyone is always helpful and caring. We highly recommend getting Pets Best for your baby/babies. Although, I do wish the premium did not go up every year, lol."
Insurer: Pets Best
By: Sylvia
Outstanding customer service
Outstanding customer service, no wait times when trying to reach a representative. Received pre approval within 24 hours and I was reimbursed in roughly 2 business days from the time of submitting my claim. Couldn’t ask for a better experience!
Insurer: Pets Plus Us
By: Matthew
If I could give them zero I would
If I could give them zero I would. Made a hasty decision to switch from good long term policy due to rate increase and my friend’s recommendation. Not only did the sales rep mislead me on the significantly less coverage but when I complained they suddenly had a better plan available like my previous. I was instructed to cancel and apply again. After weeks of waiting with no coverage and no return calls, another rep said a letter was coming as that is the main form of communication. They were asking for additional vet exams and tests which I paid for and sent over. The exact same bad service experience happened again after weeks of waiting with no coverage and no return calls, another rep said they would not be covering any policy with no explanation even though I just cancelled theirs. So went online and ordered Pumpkin Pet.
Insurer: Nationwide
By: Paul
With HealthyPaws we could make the right decisions without fear
We can't thank HealthyPaws enough for being there when our family most needed them. We have been HealthyPaws customers since Biscuit was 4 months old and have never been disappointed, and in all seriousness we can say you are our favorite business relationship, one of the few that does more than promised and delivers exactly what you say you will with care, empathy, professionalism and speed. Biscuit like any dog has had his exciting moments, he got a bite that got infected, he broke a paw and has had various other predictable canine troubles, and every time we needed Healthypaws to step up they have been there. Frankly human health insurance, car insurance and life insurance should be run with the speed and dedication the Healthypaws team shows to our furry friends. But none of those situations prepared us for what transpired in the past couple months. When Biscuit needed surgery to remove a tumor on his liver we were advised that it was a risky but fairly routine procedure, it turned out to be far more complicated and treacherous than could have been anticipated. We are happy to report that after 3 near death experiences and 2 weeks in the ICU Biscuit is back on his feet and recovering brilliantly. It was a harrowing experience and there were difficult decisions that had to be made on a number of occasions, but we knew that with HealthyPaws we could make the right decisions without fear. On behalf of ourselves and Biscuit, thank you!
They make it hard to approve claims
First of all, they take forever to process a claim. On top of that, they will ask all sorts of history and soap paperwork. They make it hard for you and eventually deny the claim. Will NOT recommend.