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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Pets Best IS the best!
I just submitted a number of claims. They verified receipt immediately, and processed payment quickly. When there was a delay, I was notified quickly and they told me what was going on. My experiences with Pets Best are the best I've had with ANY insurance claims. Highly recommended.
Pets Best delivers!
I've used Pets Best for my little guy's care for the past year and a half. This is my first experience using pet insurance, and I believe I couldn't have made a better choice. (I chose wellness coverage; affordable general coverage, great emergency/illness coverage that I haven't needed yet, thank goodness.) The premiums are comparable to other pet insurance companies, and it's more reasonable than most of the quotes I received. Both the web site and app are very easy to use. My vet sends a receipt via email, I download it and attach it to my claim. Super easy, super quick. The explanation of benefits is easy to understand, no surprises. I opted for direct reimbursement to my Care Credit account; my most recent claim (wellness visit, vaccination and tests) was paid in one day. (In my experience, claims have been paid within a week.) I've set up auto pay for premiums on my Care Credit account, too. Whenever a friend gets a new dog, I always recommend Pets Best. In my opinion, they deliver!
Wow. Absolutely horrendous. I can’t even put it into words.
I’ve left other reviews elsewhere and should have just saved them for a copy and paste. Tired or retyping. But basically this company will make assumptions about your animals diagnosis and decide whether or not to pay based on anything you’ve ever told your vet, even without a full diagnosis. It’s not their job to make that decision of a diagnosis but they take it upon themeselves to do so. My GSD got spayed and had a UTI (diagnosed) right after. We worried it was a pyometra. It wasn’t thankfully. But I got insurance after that event. So understandable that’s not covered. Well a few months later, about 3 months, she starts peeing herself during naps or sleep at night. Never done that before besides when potty training. (I got her spayed after she turned two). So this is clearly a problem. Well the vet starts looking into it and this company decided that it was a prior existing issue and didn’t cover anything. Had to fight them for 3 months or so. Back and forth with more claims and such and every appt that followed they just basically said to screw off. Eventually I got enough evidence through the vet and some notes and letters on common sense for the explanation of potty training being her only accidents before and what USMI is (her incontinence due to post spaying) and they finally caved though I know it hurt them to do it. Now they’re thankfully folding every time and helping us out. But also be aware, their deductible is not what you think. It’s prolly in fine print, but their deductible is all slowly added up by them taking their percentage of the bills. It’s not based on how much you spend. So if you chose a 300 ded like I did, it’ll take you about 4 vet visits before you’ve paid well over 500-800 bucks before they start helping bc they do co pay before you reach ded too. That’s news to me. Maybe others are used to it. Finally, if you have to order meds online, good luck. I sent them the max amount of docs via screenshots of my order and they denied it. I’ve given up on past orders bc of how trash they are with it. They caved one time on giving help for the meds. But I had three other orders they didn’t help with. Only two of which (I believe) I even tried. So many screenshots. But they come back and basically need more stuff. Usually stuff you don’t even have or receive. So good luck. Please. I beg you. Boycott this company and watch them fall. They’re so bad. Please save yourself. Also I guarantee next years premium for us will be like 5000 after they’ve had to pay like 500 bucks total for my dog on the year. My poor dog is going through it this year trying to figure these things out. But I’ve probably spent over 1k myself. Plus the initial 3-400 premium to start the year and their 80% help as I signed up for. Next year they’ll ask for a ton of money and I’ll tell them to kick rocks. I’m taking business elsewhere after draining them for every penny I can try to get through legit appts and meds. Thanks for reading guys. I’m out.
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.