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.
77,058 total
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Clearly the best!
Responsive, helpful, compassionate. A helpful rep walked me through the claims process the first time; after that it was easy, and I am 75 years old with limited tech skills. Payments are sent quickly, and fully explained. Way better than other pet insurance I have had. Highly recommend
Generally great with their customers
Pets Best has never disappointed me. I have had a difficult time understanding “incomplete” claims which has led to some frustration, and at one point I had to contact the actual Customer Support team and that was tough. They don’t have great working hours (at least in comparison to my schedule!) so it was really hard to reach them. Once I did though, they resolved the issue beautifully and have never given me unreasonable trouble with any of my claims.
Best Vet & Awesome Insurance
My cat Sherman receives a monthly injection for his arthritis. These claims are usually processed within two to three days with payment following quickly. Very easy to file claims and fast, friendly response on the few occasions I had to reach out to customer service.
Insurer: Pets Best
By: Lisa
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