Pets Best | Pet Insurance Review

1.5 hr wait on hold. App chat doesn’t work. Terrible customer service. I canceled my plan

I recommend pets best to everyone! It is easy to navigate the website. When I submit a claim it's easy to check on progress. I get emails if the claim is taking longer than two weeks to process.

Clear Accident Denied Despite Video Evidence and Vet Letter I am beyond disappointed with Pets Best. While we were on vacation, my senior cat suffered a clear, documented accident. We have video footage showing her claw getting stuck while climbing onto the bed. When she attempted to come down again, she fell and hit the floor. As a direct result of this fall, she became injured and unable to access her food and water, which caused her to stop eating and drinking for five days. During that time she became dangerously weak and required multiple days of hospitalization to recover. This was an accident-only emergency. Our veterinarian provided a written letter explicitly stating that the hospitalization was caused by the fall, not by any pre-existing condition. Prior to this incident, Lucky had no symptoms, no treatment, and no clinical issues related to kidney disease or any other condition that would explain her sudden decline. Despite: • Clear video evidence of the accident • A detailed veterinary letter confirming cause • A clear timeline showing decline only after the fall • No prior issues affecting her ability to eat or drink Pets Best denied the claim, claiming the incident was due to chronic kidney disease — a conclusion that directly contradicts veterinary documentation and medical facts. If you’re considering Pets Best, feel free to look at other reviews with similar complaints. Unfortunately, this experience suggests a pattern of denying legitimate claims, especially when significant costs are involved. When you pay premiums expecting peace of mind, you should not have to fight this hard after a true emergency. I would strongly caution pet owners — especially those with senior animals — to think twice before relying on Pets Best when it matters most.

Our cocker spaniel recently had several eye and ear issue appointments and large vet bills. I am so glad that we have PetsBest! They processed multiple claims in a reasonable amount of time. We have insured several dog with them and they are great!

My dog developed heart failure, and we tried everything we could to keep her comfortable, but sadly she passed away. After her passing, I submitted 8 claims to Pets Best for the many vet visits we had during that time. Every single claim was processed and paid very quickly. What stood out though, was the compassion they showed afterward. Without me having to call or request anything, Pets Best sent us a heartfelt letter expressing their condolences. They automatically canceled Pelusa's policy as of the date she passed and issued a prorated refund. It was an incredibly kind and thoughtful, and honestly impressive for an insurance company.