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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Pets Best has always been the best to me!
This has been my second dog that has been covered with Pets Best insurance. I honestly have never had a bad experience with them, the ease of submitting claims through the app is so very appreciated. I needed to make a claim last year for his second ACL surgery in 2 years so when I took him to our regular vet to make sure that was really the problem and it was confirmed I submitted those bills first through the app. I had received good communication throughout the process from them receiving the claim to processing it and then the final explanation of benefits. It took a very short time to complete this process. I believe most of that visit and costs went towards his deductible. I then needed to take him to a specialty veterinarian who does the ACL surgery about a week later for the surgery to be completed. Again after this happened I submitted all my bills through the app. I again received excellent communication throughout the process. I believe they needed to contact the veterinarian to process the claim, however it was the same place he had his first surgery on the other leg two years prior so they didn’t need anything from me they just wanted to let me know they needed to contact them and would continue on processing my claim. Again every step of the way they informed me of what was happening if it was receiving the claim, processing, contacting vet, and the final explanation of benefits. It took about a week I want to say if that for them to complete all these steps and payment was received within a day or two after they informed me of the final explanation of benefits. It was received electronically through my bank account as I’ve asked it to be. Recently I needed to take my boy in about a month and a half ago for a nasty ear infection. Unfortunately he’s not a fan of the vet or many people really so he almost always has to be put under sedation to receive the proper care. We got through our appointment and I submitted my bills through the app as normal. I did receive communication however the app seems to be a little picky lately about signing in. Before I used to be able to go into the app and just have all my info and account be right at my finger tips however after an update I assume and in between using the app from Nov 2024 to Nov 2025 things changed for me. It is a little frustrating as now when I open the app I have to sign in and then the app opens to my account and it seems like my facial recognition no longer works either. I would hope that those things be resolved as it was much easier and nicer to just go into the app and start what I need to and not have to physically sign in each time. However even with this new sign in thing it still was easy enough as it always has been to submit my bills through the app. I noticed that the communication wasn’t as it was before, I did get an email telling me they received the claim. I then did not have any communication until the final explanation of benefits. Which is fine by me as long as I still know it was received and when they determine the results of my claim. I received the email with the explanation of benefits and those have stayed the same I think, so they are easy to read and understand. I understood it completely and had no complaints on how it was handled. This claim went to his deductible. Unfortunately the ear infection did not end there and I needed to take a culture into the vet about 2 weeks ago for them to reevaluate the situation. I was again given a different medicine and so I submitted these bills as well through the app. Again that all went smoothly aside from the annoying signing in. Received an email that they received my claim and then the final explanation of benefits was also sent by email. These bills were covered besides 5 dollars and payment was received within the week of submitting the claim. I can not say anything bad about the coverage or the procedures when filling out a claim as it is very easy to do and has always been pretty quick in my experience. Update on app situation- I just went into the app and it took my facial recognition so I figured great, it’s fixed! Not really, as when you go to the claims part then it asks you to sign in again…even though it literally just signed me in with the facial recognition, why do I needed to sign in again to see my claims? That part is what changed as I know last year I did not have to sign in twice. Aside from that I will gladly continue to use Pets Best for my pets insurance from here on out. It’s been a good experience from day 1 so don’t fix what’s not broken, they say!
The way insurance should be!
After 5 eventless years with Pumpkin, I finally needed some care for my pup and it was scary as she was facing a double surgery. I submitted the surgeon’s estimate and got approval almost immediately, which definitely helped immensely with peace of mind. After the surgery, I submitted the final bill and was reimbursed within 24 hours. It really helped not having to stress over that aspect of the whole ordeal and to be able to focus on my dog’s recovery instead. The website is very easy to use and submitting paperwork is a cinch. My kitty passed away a few months ago, she was with Pumpkin as well. They sent out a pretty, scented candle with her name on it. I very much appreciated that thoughtfulness!
Insurer: Pumpkin
By: Gabriela Raimander
Fast and thorough
Fast and thorough communication and explanation of process
Insurer: Nationwide
By: Veronica
Worked out well for our pup with a chronic condition
This company has been responsive when we had questions regarding our coverage and spoke to a person on the phone. They've been quick to handle our claims. Initially some big ones due to testing for epilepsy, and ongoing for medications and regular blood work. The claim process online is easy and when they've had a question they have reached out to our vet. We have had no issues with them and are quite happy with our choice or Pets Best.
Insurer: Pets Best
By: carol
Lola’s Illness
My Lola suddenly collapsed one day. I decided to take her to ER. They suggested she see a specialist. I took her there a few days later. Was then referred to see another Dr. and did that too. I submitted the claims to Pet's Best and received regular follow ups in the process. I received my reimbursement yesterday. I have had no issues at all and would definitely recommend Pet's Best."
Insurer: Pets Best
By: Irma
Pets Best is the best!
Fast & easy claims process, professional & caring staff, & good prices for policies."
Insurer: Pets Best
By: Regina
Our Pup Moose
Our pup moose is a young rescue pup. And unfortunately he got injured and. Pets Best was there to help.. Every time I called the team at Pets Best, they were responsive, compassionate, and showed empathy for the situation at hand. A BIG THANK YOU to Pets Best FOR BEING THERE WHEN WE NEEDED THEM.
Insurer: Pets Best
By: David
Wrongful cancellation
You guys cancelled my policy; and when I went to find out why I couldn’t even keep a support person on the phone. I have a disability and dyslexic. I’m Sorry
Insurer: Sonnet
By: Jdmk
Had a good experience with Fetch
Kaitlyn was friendly, knowledgable and helpful.
Insurer: Fetch Canada
By: Don Fraser
Customer Service Pets Best Insurance
"Pets Best Insurance customer service is great. The representative was friendly, knowledgeable and genuinely helpful. She took the time to listen to my claim concern and explained clearly what to expect, which made the process stress-free. It's reassuring to know my pet is covered by a company that truly cares about its customers. Highly recommend!"