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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KEEP RESERCHING- SWIPE NO ON PETS BEST
FROM THE FIRST CLAIM AT 8 WEEKS OLD TO THE NEWEST AT 11 MONTHS OLD THE DECISIONS ARE A JOKE. CUSTOMER SERVICE, A JOKE, NOBODY STATES THE SAME INFORMATION. GETTING A HOLD OF A REP- A JOKE. THINGS THAT STATE CLEARLY YOU GET REINBURSED GET DENIED. SURGERY. DENIED. WELLNESS COVERAGE DENIED. AFTER FIGHTING LIKE A LUNATIC A $3000 BILL, YOU WILL GET YOUR $150 SPAY NEUTER REFUND. BUT IF YOU HAVE FLEA AND TIC MEDICATION, THAT THEY PAY YOU, BUT NOT RIGHT AWAY. WORST DECISION I MADE. AND MIND YOU. 2 DOGS PAYING WAY OVER $200/ MONTH FOR THE INSURANCE. BIG J-O-K-E! OH AND YOU CANT CANCEL UNTIL AFTER A YEAR.
Insurer: Pets Best
By: Jennifer
Ist Claim Never Happen Always Excuse
I pick this dog insurance know ing and rating was #1, But my first claim for $975.00 is a nightmare I have have call 4 times letting the know it was my first visit to the Vet and what I sent them is only paper work that my vet gave me. They keep telling me my claim is pending until they get the health record of my pet, and I keep telling them that is the only record I have for my pet. When you call customer service, they will say Ok, it was the first visit and they will take care of it, or they will say the first agent did not say it was a first time; it keeps going over and over like that every time you check for your claim. This pet insurance is a scam.
Insurer: Spot
By: Jay
Pets Best is the BEST
My experience with Pets Best Insurance has been very positive. Once the deductible has been met, all of my claims have been reimbursed. I have had Pets Best Insurance for my 2 Frenchies for over 8 years, and their medical bills have been very expensive. My Frenchie, Sammie had vet bills that totaled $13,000+ due to a highly aggressive inoperable brain tumor. Pets Best paid all of her claims during the last 3 months of her life. When she passed, I received a sympathy card. I highly recommend Pets Best Insurance.
Processed and Paid quickly
Came home to my Shi pooh having thrown up multiple times. Took him to emergency vet(VEG). Cost almost 1100. After 500 deductible(it was my first claim with Pets Best), they paid almost entire balance left. Processed with in two days and paid within 4 days directly to my bank account. Very Very happy with process and Rocky is now fine!"
Insurer: Pets Best
By: ARLENE
Claim
"I took my dog to Banfield on Thursday, August 13, 2026 for a wellness check and vaccinations. I submitted the claim on Friday, August 14th. On that same day I received an email notification of receipt of claim. On Sunday August 16th I received an email notifying me that payment had been processed and sent to my bank. Attached was the explanation of benefits."
Easy Process
"Pets Best are the best! The process was easy on our end. We requested an itemized statement and emailed a copy to Pets Best. At that point we stepped back awaiting the deposit to appear in our checking account."
They use and AI to review your claims
PetsBest uses an AI to read your claims. It misread a lab test that is fungal and says its not in the drug foundry because it thinks its a Chinese herb. So you have to call in and tell them, then they send it off to a human who has 30 days to review it. Problem is the test was $800, so you don't get paid when you need the money. This is the third claim I have had that is misread. Its their screw up but I get penalized. Not acceptable.
Insurer: Pets Best
By: Michael
Annual exam not paid for under my $0 Essential Wellness plan
I had multiple claims for my dog. One of the claims was for his annual visit. The annual policy that I purchased for him for Essential / Wellness Routine Care has a $0 annual deductible. The maximum allowable limit for a wellness exam is $50. The charge for his wellness exam was $87, so I should have been reimbursed $50. Instead, the wellness exam was applied to his Accident and Illness plan $200 deductible, so I was not reimbursed the acceptable $50 for his wellness exam. I had not met the $200 deductible for the Accident and Illness plan. The annual exam was clearly a wellness visit and I should not have to reach any deductible since I chose a wellness plan with a $0 deductible. I contacted customer service and they said this claim needs to be reviewed by a higher department. I was told that I should receive another EOB within a month. If I don't receive anything in a month, then I should contact them again. This was clearly a mistake on Pets Best Insurance. It should not have to be kicked up to a higher level for review and I should not have to wait a month to be reimbursed for the wellness visit that I definitely owed.
Consistent positive experiences
I am so grateful a friend recommended PetsBest insurance to me when I adopted my dog. At the time, she was healthy and I was hesitant to spend money on monthly premiums for something I wasn't sure I would need. Unfortunately, my dog has developed several significant health issues (orthopedic, allergies) in the two years since she joined our family. PetsBest insurance has been wonderful - the process of filing claims is clear and the time required to process and payout claims is very reasonable. I would do anything to get my dog the care she needs, regardless of the cost. Having insurance definitely eases financial stress of paying for her veterinary care and lets me focus more on helping her get well. I have recommended PetsBest to others and will continue to do so.
Insurer: Pets Best
By: Amy
Cruciate tear claim experience
Iam so grateful to have found this insurance, it has made a great difference in my dog's quality of life and has been a relief to make an otherwise stressful time for our family much easier to deal with. We were not expecting to deal with an expensive surgery for him so soon, we had went through other costly health issues with older dogs which led to our buying insurance this time around. The claims process was easy to work with and a big help, thank you!
Insurer: Pets Best
By: Karah