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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$14k emergency surgery almost completely covered
My 11 y.o. Yellow Lab, Jake, needed emergency surgery for a bowel obstruction in early April 2025. We were out of state at the time nearly 2,000 miles from home, and it was super stressful. Also very expensive. He was hospitalized for 3 days in the intensive care unit at an emergency facility in Tucson, AZ. I felt confident in proceeding with treatment and surgery because Pet's Best has been consistently reliable in paying Jake's past claims. If not for Pet's Best, I would've had to make the unimaginable decision between my sweet boy's life and what I could afford out-of-pocket. The claims process was easy and relatively quick, especially given the extensive medical records and charges involved. I received reimbursement via direct deposit about 3 weeks from Jake's discharge. My one complaint was that they did not cover the nutrition he required post-surgery via an NG tube. Jake had been anorexic by then for 3 days and still refused to eat on his own. That liquid nutrition was medically necessary to give him the nutrients his body was lacking and needed to recover. And the vet needed to monitor how he was digesting (and eliminating) food, since he'd had his stomach cut open and a section of his colon removed. Given the circumstance, the nutrition absolutely should've been covered. But it was only about $150 of a $14,000 bill, so I didn't pursue appealing. Ultimately, they paid everything else, and most importantly...Jake is still with me Overall, I've been very happy with Pet's Best! Other than the nutrition denial, they seem to cover (and deny) services appropriately. I'm so grateful to have the peace of mind knowing I don't have to decide between my dog's life and my bank account.
Insurer: Pets Best
By: Kristina
Best decision after getting Lenore
We are very grateful to have pet insurance for our dog Lenore. She has had an issue with front leg lameness and with the insurance we have been able to respond to helping her recover fully . Pets Best makes it easy to file a claim and be reimbursed. It is also a relief to know we can fully commit to making the right decisions about her health with insurance backing us.
Filing Claims is awful, request excesive amount of information for small things
My company moved from Nationwide to MetLife this year and it has been a AWFUL experience. Its been 1 month since I filed my claim and I weekly get emails of them asking for more information on a simple straight forward short vet visit. They have medical records, charts, receipts and continue to ask for something new each week. No one has ever been available in their "Chat" online feature. Some how my plan is more expensive and the coverage is nonexistent. Would not recommend to a friend. The only reason Im giving a star is because the lady that set up my plan initially was very nice on the phone. It was all down hill from there though.
Insurer: MetLife
By: Kristina
Sonoma Cat Dad
I have been a loyal customer of Pets Best pet insurance and Arroyo Veterinary Hospital for several years, and I couldn't be happier with the coverage and care provided for my beloved pets, Mia and Felix. From routine check-ups to unexpected emergencies, Pets Best has consistently offered reliable and comprehensive support. The claims process is straightforward and hassle-free, allowing me to focus on my pets' health rather than paperwork. The customer service team is always friendly, knowledgeable, and ready to assist with any questions or concerns. Thanks to Pets Best, I have peace of mind knowing that Mia and Felix are protected and well-cared for. I highly recommend Pets Best to any pet owner looking for top-notch insurance coverage.
Best Pet Insurance
Hello, I have MetLife Pet Insurance for over a Year now, for my 3 Jack Russell's, I have nothing but good experiences with MetLife Insurance, the first year we got Odie and Koba( puppies), all claims were reimbursed almost $5000 the first years, was quick and easy and YES they made ask for Vet Notes with is no big deal Vet will provided it for you. I will definitely recommend this Pet Insurance to Pet Owners
Torn Ligament
"I've used Pets Best for two dogs and can't praise them enough. From copperhead bite, plastic stuck in intestine to the most recent torn ligament. They have always come through for us. Reimbursement check comes very quickly too!"
Grateful Pet Owner
"Choosing Pets Best to insure our dog Kora has been one of our best decisions. It has allowed us to get the best care for two unforeseen surgeries that would have been otherwise unaffordable. The claims are easy to submit and payments are made quickly. Customer service has always been extremely professional and helpful. We can't thank Pets Best enough for helping to keep our loved pet healthy and happy."
Insurer: Pets Best
By: Pam
Claim
Claims are easy to make and response time is usually the same or the next day. Claim is resolved and paid within 10 days. The staff is very cordial and knowledgeable as well.
Horrible Experience
The worst experience I've ever had with a company. After being a 10 year loyal customer to 24PetWatch - they moved my account without my approval to Hartville who then debited my account without my approval for over $3,900, more than 6x what I had been paying. They then refused to return the full amount to me. Completely unethical.
Insurer: Hartville
By: Jean
Easy and fast reimbursement!
Thanks to Pets Best, I could quickly and easily book my dog's TPLO surgery without having to worry about being able to pay for it. I had opted for higher coverage this year and am so glad I got it. Pets Best responded quickly to my claim and reimbursed within days after receiving the medical records.