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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High Annual Renewals/Pending Class Action Lawsuit for Bait and Switch Policy
I have 6 Saint Bernards and have had multiple Saints in my home for over 20 years. The first issue was when they stopped offering their popular Whole Pet with Wellness Policy, drastically reducing benefits available. Now, I get a notice that they are reducing my older dogs' policies from 80% to 50% and raising the rates. Their claims processing time is excellent and they have been generally great with covering claims in the past, but now my older dogs have years of "pre-existing" conditions because I have to change companies or accept only 50% coverage. I've also seen a decline in helpfulness from Customer Service when experiencing a problem.
Insurer: Nationwide
By: Nancy
They treat acute infections as chronic pre-existing illnesses.
They treat acute infections as chronic pre-existing illnesses. If you look carefully at their definition of a pre existing condition, they specifically note that they treat curable diseases as non covered pre existing conditions if any recurrence can be linked to a prior incident. Be aware that they use this definition very liberally to avoid paying out claims. In my case, I have a cat who I adopted about 18 months ago. It was noted in the adoption paperwork that she had previously been treated for a UTI. She has had multiple wellness checks since then where she had been given a clean bill of health with no signs of infection. Then, just last week, almost 18 months since the last documented UTI, she had a new acute UTI infection. MetLife has denied the claim and has stood firm on their denial even with involvement from BBB and NJ DOBI. MetLife is taking the stance that since she has had a UTI in the past, it can never be covered by them. They are making the assumption on their own with no evidence that the recent acute infection is the same infection that she had so long ago. They act as if there’s nothing that can be done to counter their opinion. If you look closely, their definition even includes vomiting. So, if there’s any documentation that your pet has ever vomited before you open your policy, any vomiting for the remainder of the pet’s life would be considered a pre existing condition and they will deny coverage, it seems. If you happen to filter to see the one star reviews on TrustPilot, you’ll see this is a trend with many recent examples. They really take advantage of that clause to deny as much as they can. It would be understandable if they were denying actual chronic conditions.
Great Experience!
Quick snd easy claim filing. Decisioned in less than 48 hours. Paid exactly what I anticipated based on my understanding of the policy. Communicated quickly by email. Great experience!
Lemonade Stay Away
When I got the pet insurance through Lemonade, they were fast to settle claims and I had no problems. Now it seems that they through the claim around to multiple agents and are always looking into the claim. Its been over a month and they are still looking into a claim for a regular vet visit. I hate to think what would happen in an emergency visit. I pay out the highest policy a month and expected to have the covered amounts paid out without hassle. I am wondering about the liquidly of the company if they aren't paying out what is covered in a timely manner . I can keep my payments in my pocket and find another company or just cover the services myself and not have to worry if they will ever pay. They came highly recommended and I recommended them to others. Now I will tell you to stay away from them as they have branched out and are publicly traded and have seem to lost their way. It seems like this happens to all companies today.
Insurer: Lemonade
By: Warren
Disregard what the policy states.
Paxton has accident insurance through ASPCA and was running on November 29th 2025 when I witnessed him in an accident. I took him to vet and confirmed a partial ccl tear. I got an estimate for surgery advised from ASPCA for a quicker payment. They denied his claim. The reason was: They claimed it was considered a disease other than injury. ASPCA since his claim has changed policy to read as all ccl issues are under a disease. But what they are not understanding is his policy during injury was covered in 2025 the policy hadn't changed til 2026. Now the appeal was denied. There's nobody to talk to just keep fighting, meanwhile he still has an injury. They keep referring to his issue as a disease when his policy at that time falls under an accident. So tell me this is fair? Id love someone to talk to about this situation that has some knowledge.
All the Allergies
I had an excellent experience with Pets Best Insurance. I recently submitted a reimbursement claim for my dog, Shamus, for his allergy medication, and the process was incredibly easy. My claim was reviewed and paid much faster than I expected, making the entire experience stress-free. It's reassuring to have a pet insurance company that processes claims efficiently and delivers on its promises. I truly appreciate the quick turnaround and excellent customer service. I highly recommend Pets Best to anyone looking for reliable pet insurance and prompt reimbursement.
Great Service
Fast turnaround. Great communication. Great coverage. The website is easy to navigate through. I will continue to use Pets Best for my little Pomeranian
Insurer: Pets Best
By: Marla
The Best for Pets
I've had 2 dogs covered by Pets Best and they were phenomenal. They spent time answering any questions I had and they were very responsive. If it wasn't for the insurance, I wouldn't have had 14 more months with my 1st dog. The day I brought my new new puppy home, I already had him covered. Im really happy with Pets Best and I recommend them to everyone.
Insurer: Pets Best
By: Ronni
Avoid Pets Best at all costs!
PETS BEST PET INSURANCE SUCKS! DON'T BUY IT WHATEVER YOU DO!!! THEY SAY THAT THEY COVER EMERGENCY VISITS. WELL, MY FUR BABY WAS DEATHLY SICK AND THEY DENIED MY $5000 CLAIM. I'M GOING TO CANCEL MY POLICY WITH THEM IMMEDIATELY. PLEASE DON'T USE THEM AND SPREAD THE WORD THAT THEY LIE! Thank you. P.S. She is doing much better now. It was just very expensive out of pocket. But she's my baby!
I Can't Recommend Pets Best Enough!
Usually, I dread dealing with insurance companies (doesn't everyone?!), but Pets Best has been a refreshing exception. We've had our policy for just under a year, and I genuinely couldn't be happier. The customer service has been outstanding, claims are processed promptly, explanations of benefits are clear and easy to understand, and reimbursements for eligible expenses arrive quickly. The coverage has been worth every penny of the annual premium—especially with a mischievous little puppy! I truly can't recommend Pets Best enough. We tell everyone how satisfied we are, and I hope they don't change a thing. I almost never write reviews, so please know that I mean every word of this one. Pets Best was recommended to us by several of my colleagues, and now I'm the one recommending it to my friends, family, and anyone looking to give their pet the best possible care. The greatest gift this insurance provides is peace of mind. When our girl needs veterinary care, we never have to hesitate or worry that the cost of an unexpected accident or illness will force us into difficult decisions. We know she can receive the best care available, and we don't have to carry the financial stress alone. That peace of mind is absolutely priceless, and it's why we'll continue recommending Pets Best to every pet owner we know. THANK YOU Pets Best for outstanding care :)
Insurer: Pets Best
By: JESSICA