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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Thankful for Pets Best
We've appreciated being customers of Pets Best over the years. Every time I've called, I've been met with someone who was warm, kind, patient, and genuinely helpful. It's rare to consistently receive that level of customer service, and it's something I've always appreciated. Most recently, I called to let them know that our beloved dog, Olive, had passed away. I also wanted to make sure our account was updated and the team was aware of a final claim we would be submitting. The representative I spoke with was incredible. She expressed such genuine compassion during a really difficult conversation and took care of everything I needed, so I didn't have to call back or worry about anything else. That small act of kindness meant more than she probably realizes. It's clear that Pets Best not only cares for pets, but also for the people who love them.
Exceptional coverage and customer service
Our 6-month-old puppy became seriously ill and had to be hospitalized with many tests and ultrasounds and spent 4 days in the hospital. PHI Direct customer service showed compassion and reassurance, and they lived up to their word, covering 80% of all costs minus deductible. Then a couple months later our puppy was still showing signs of illness and had to go to see an internal medicine vet for food intolerances, again 80% of the costs were covered and the online claims process was fast and so was the reimbursement. Exceptional insurance coverage and helpfulness.
Insurer: PHI Direct
By: Colleen
Excellent Service
Service is excellent. Easy to file the claims and the company is very responsive!
Feels like a scam
Worst pet insurance company to ever use. Feels like a scam. Website portal never worked for me from time of sign up to date. Cannot wait to cancel once open. Claims processing is a joke. Never reached out, never spoke to my vet or myself. Denied even though coverage claims it covers accidents, it was denied. Awful. Feels like a scam company. Do not recommend
Insurer: Pets Best
By: Emily
Pets Best Pays!
Overall, I have been very satisfied with Pets Best as an insurer of my dogs' health. Last year (2025), Pets Best paid over $25,000 in claims when my dog Penny ingested a dog toy and the stuffing became wound around her intestines. Penny had an initial surgery to have the toy and stuffing removed and then had a second surgery when the internal sutures failed, primarily due to an infection. There were also additional incidental costs, including drugs, imaging, rechecks and consulations, etc. The second surgeon assured me that Penny would not be alive if it hadn't been for my promptly engaging veterinary services. Pets Best allowed me to do that. Penny is a super high maintenance dog: she is always getting ear infections and/or stepping on something she shouldn't and/or getting stomach nausea, etc. Pets Best has supported us through it all. Pest Best did not always have super-fast claims processing. However, in the last year or so, they have been making much faster payments. I do appreciate that. Overall, I recommend Pets Best very highly!
Best Insurance for Pets
Pets Best has been great and very helpful regarding our Claims on our dog. They have told us what was needed and they have paid the Claims in a timely fashion and that has helped us focus on our little baby and help him get better. We would rather not use the insurance and our dog not have gotten sick but we are very thankful for Pets Best and the service we have received during this stressful time. Thank you!
Pet insurance claims
Easy and quick. Very responsive and detailed information.
Pets Best is the best
In the very crowded space of pet insurance pets best is fantastic and I highly recommend it fairly priced outstanding reimbursements great customer service and Speedy payments
Great customer service.
I love the fact that when I called my pets best insurance cause I didn't understand the claim, they broke it down for me.Lying by line, very patient and now understood everything.I really do appreciate he went through every claim that I had concerns about or didn't understand and explained it line by line.And now I understand it
# My Honest Experience With Pets Best Pet Insurance
I don’t often write negative reviews, and this one is especially difficult because for many years I truly believed I had found one of the best pet insurance companies available. When I first researched pet insurance, I spent countless hours comparing companies. I wasn’t just looking for the lowest monthly premium. I wanted a company with good coverage, fair reimbursement, and—most importantly—one that wouldn’t dramatically increase rates simply because my dogs grew older. After all that research, I chose Pets Best. For many years, I was incredibly grateful that I did. They helped cover veterinary care for both of my beloved long. haired Dachshunds. Most importantly, when my youngest girl was suddenly diagnosed with IVDD, the medical bills exceeded **$15,000**. I honestly don’t know what I would have done without insurance. Pets Best helped pay for surgeries, medications, follow-up care, and even helped cover the cost of her wheelchair. Their claims were generally processed within about a month, and for years their customer service was kind and helpful. For all of that, I remain sincerely thankful. Unfortunately, over the last three years, everything changed. When Ella turned eight, her premium increased by roughly **25%**. The following year it increased again, so I began making sacrifices just to keep coverage. I raised my deductible from **$250 to $500** in an effort to make the policy affordable. This year, I opened my renewal notice and was stunned. Her premium has now **doubled**, bringing the annual cost to **more than $4,000 per year**. When I called to ask about lowering the premium by increasing my deductible to **$1,000**, I discovered something even more troubling. I was told that if I ever wanted to lower that deductible again in the future, it would essentially be treated as starting over with a brand. new policy. That means anything considered pre-existing or chronic could be excluded from coverage—even though Pets Best has insured my dogs continuously since they were puppies. That was heartbreaking to hear.. I know Pets Best was originally founded by a veterinarian, and I truly believe it began with a genuine desire to help animals and the people who love them. But somewhere along the way, something seems to have changed. The greatest tragedy is that premiums are increasing the most at exactly the stage of life when our pets are most likely to need medical care\. Many families simply cannot absorb increases of this magnitude. No one should have to decide whether they can afford health insurance for themselves or keep insurance for the companion who has been part of their family for years. That isn’t a choice anyone should have to make. I haven’t yet decided whether I can afford to renew this year, and I honestly don’t know what next year’s premium might be if I do. That uncertainty is incredibly discouraging after years of loyalty. So, if you’re considering pet insurance, my advice is simple: Read every detail of the policy. Ask how premiums have historically increased with age\. Ask what happens if you need to adjust your deductible. Don’t just compare today’s monthly payment—try to understand what your costs may look like when your pet is eight, ten, or twelve years old. Pets Best was there for me when I desperately needed them, and I will always be grateful for that. But I’m equally saddened that the cost of staying insured has become so overwhelming that long time customers may be priced out just when their pets need coverage the most. I truly hope that one day there will be a pet insurance company whose long -term pricing reflects the same compassion it advertises—one that genuinely puts both animals **and** the families who love them first
Insurer: Pets Best
By: Elwin