Pets Best | Pet Insurance Review

I have been paying their premiums for almost two years, my dog thankfully is in good health. I had a minor emergency that required him to go to the after hours vet hospital, paid my bill and submitted it to get my claim reimbursed. I tried for several days to upload via the app, with no luck, then thru the website, could not upload the claim. Finally they gave an e-mail in which I could upload the claim and they would then proces it. I waited for about 3 weeks, when suddenly an automated e-mail came into my junk files stating that the claim was denied. I now know that they are a scam and not legit. I cancelled my policy with them, opened up a savings account and do monthly deposits into that account to cover vet bills should I need to.

This is my first time having pet insurance and I joined a few months ago. I am already regretting joining. You guys need to work on your response time and actually looking at claim information properly. I sent this email weeks ago after not being able to reach anyone and still no response : “I don’t know if this is your official email or not but I am reaching out to you this way since all of a sudden your chat is unavailable and when I tried to call the Claims department my call was hung up. I just recently became a customer of your business but after dealing with your app and how you do your claims for the past months. My claims keep getting denied for no legitimate reason. The first one (# 10969752) they claimed didn’t have enough information but I uploaded all documentation about that appointment, and then even though your own chat agent Edna looked at it and sent it for review because it didn’t make sense you guys have the nerve to send me a incomplete claims notice. And then the second one (# 11157795) they are saying isn’t even covered because my policy does not cover taxes.There is no way you actually think over $200 in taxes were paid especially when there is a document attached with the breakdown of the 214. This is absolutely insane and clearly I need to get a new pet insurance. As I said in the chat previously there would be no breakdown of the services I paid for which were the Simparicatrio and the bordetella vaccine. Which might I add or covered by my policy. The charge on the receipt literally says non tax. Please stop pushing off my claim without actually looking at it, it’s exhausting. The way you guys are operating is unsettling and if my claims are not able to get a proper resolution instead of a mediocre review then I need a refund for last months payment of the so called insurance and my account closed so that I can find a different pet insurance company. I see no reason for me to pay for services you do not want to provide.“ I will keep reaching out to get my account canceled and a refund for this scam. Ever since I chatted with an agent whenever I go back into the chat no matter what option I choose it automatically says that chat is unavailable and when i call to get to claims i get hung up on. Insanity.

I ahve had several excellent insurabnces fbut I chose petsbest as I had a hard time when my pets deid before. This insurance is basically terrible. The do not answer the phone, they do not pay for treatmenst the Veterinarian recommended. The waiting on the line today wa over 45 minutes. The ask for receipts that is being alrteady submitted. thye process takes oevr a month and if the do not understand someting then all start the process again. In the uploading, the system will delete page second. They can not deal with UC Davis Veterinary hospital as they do not understand the billing system. I have 2 pets and I will not select this insurance ever again. They do not pay for Arthramide shots,m any electrophoresis treatment advice by the the veterinarian. Today after waiting with the phone system that does not allow you to talk with an agent the person was questioin the bills, whehn I alraedy have cero balance in all iof them. both pets have teh same rehab treatment several time during 2025 and now they keep asking to explain the same treatment that is on both pets records.

I had an extremely disappointing experience with Pets Best. My dog required emergency surgery for an acute foreign body ingestion. Despite the condition occurring after the policy waiting period, Pets Best denied the claim as "pre-existing" based on a single assumed note in the medical record. What's most troubling is that the treating veterinarian provided a signed written clarification confirming that the assumption was incorrect and denial was based on inaccurate history. Pets Best refused to consider this correction and continued to rely on the assumption to deny coverage. The appeals process felt one-sided and inflexible, with little regard for corrected medical evidence or fair claims handling. I ultimately had to file a complaint with the Hawaii Department of Insurance due to the way this claim was handled. I strongly recommend that anyone considering Pets Best read reviews carefully and understand that claim denials may hinge on technicalities rather than facts.

I was a member for 6 years. I called to ask about if my policy covered hospitalizations or accidents (as it was unclear on the new declaration/yearly increase sheet they sent) and the Rep could NOT give me a straight answer. I have had NO CLAIMS, none of my pets had pre-existing conditions, nothing currently is wrong, but looking ahead in case they ever needed surgery or had an accident... He could not give me a straight answer, and said it depends on pre-existing conditions, if you were in your "waiting period after initial enrollment" lol lol lol , etc. etc. I told him I was a member for 6 years, no pre-existing conditions, no claims ever submitted. It was like he was reading from a script and NOT Hearing what I was saying... He truly did NOT care to help me... I asked to be transferred to CLAIMS as they had on file all my info when I enrolled my pets and told him perhaps they could answer my questions about coverage. He REFUSED to transfer me. So, I canceled my policies. I even e-mailed Pets Best about what happened, no response.. Guess they don't care if they lost a loyal client who had 4 cats insured and who used to recommend them to people...