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, truly lives up to the name
I love my dog and consider it my responsibility to offer her the best quality of life, and this includes regular trips to the vet to address any concerns. Pets Best has always helped cover the cost and I am so thankful they are in my corner. Would always recommend to family and friends!
Insurer: Pets Best
Veterinarian: Petcare Hospital & Wellness Center, A Thrive Pet Healthcare Partner
By: Jessica
Denied Claims and Fought to Avoid Reimbursement
I had Pets Best insurance for a very limited time. I signed up for a policy in January of 2025 and shortly after, in February, my cat began exhibiting some strange behaviors. After a trip to the vet, they had diagnosed her and treated for hyperthyroidism. Pets Best denied my claim citing that documents had not been received after I had submitted all relevant documents via email and via their online portal. They did not provide any useful feedback to help process the claim and some of the representatives were pretty rude over the phone. A few months later, after fighting to get my February claim processed, my cat took a turn for the worse and was diagnosed, over a three week span, with an inoperable brain tumor. Pets Best processed the claim at an extraordinarily slow pace (which they said was not their standard speed, but happened to be the speed at which they processed every single one of our claims) and at the end denied coverage citing that the brain tumor was a pre-existing condition. Setting aside the logic that a brain tumor simply cannot be a pre-existing condition, they were saying that the behaviors that dictated their decision to deny coverage were stemming from her hyperthyroidism (which, again, they covered after her visit in February). I had to gather written statements from her veterinarians, all of her medical records and file an appeal with Pets Best in order for them to finally process the claim and pay what they owed. In my opinion, Pets Best went as far out of their way as possible to avoid paying what they owed and hoped that I would be too aggravated by the process to pursue the reimbursement. I ended up spending the last month of my pets life arguing with insurance and stressing about how to pay for her medical care because the team at Pets Best did not prioritize the care of my cat. I could not recommend against starting a policy with Pets Best with more of my heart. In denying coverage and creating such stress for our family financially, they robbed us of time that could have been spent caring for our pet in her last few weeks.
Insurer: Pets Best
By: Kyle
I’m so Impressed
I adopted a shelter puppy. I read good reviews for Pets Best Best insurance. They have been great with easy claims, quick payments and great coverage.
Stella and Edgar
Great insurance for my pups! Stella was diagnosed with hip dysplasia at age 3. Obviously the breeder did not do the proper testing to ensure that the puppies would not have such problems. Pets Best has taken care of claims in a timely and professional manner. They are the best.
Great Company
I’ve had a few claims with my dog from a serious health condition, to a dust up with a porcupine & a chronic ear infection due to allergies. Pets Best has been great covering everything even things I didn’t expect.
Insurer: Pets Best
By: John
So far, so good....
Recently adopted a cat and two kittens. Purchased insurance through Pets Best for all three. Submitted one claim so far. Received a timely response and approval. Website is easy to navigate, user friendly, can easily add pets, change policy or submit claims. Satisfied and would recommend based on my experience so far.
New to Pets Best
"This is first time I've filed a claim for services for Max and Pepper since joining Pets Best. I called Customer Service to verify several charges and services and the staff member was welcoming and knowledgable. The refund form is simple to complete, the response back was so much faster than other companies, and the explanations were easy to understand. The refunds were deposited directly into my account. I'm pleased with our decision to switch to Pets Best."
They're scam! Beware!!
My new kitten was only 3 months old at the time he got sick sonwe took him to the emergency vet for the first time he ever saw any vet. They kept emailing me for missing paper wotks that I have submitted. It took me same 7 emails, same 5 phone calls and one month for them to tell me that they won't approve me because it's an pre existing illness! Mind you this is the first time, he ever got sick or seeing the vet!! SCAM SCAM SCAM!!!
Insurer: MetLife
By: Ananya
I do not recommend PHI Direct.
My cat's policy was cancelled simply because I got a new credit card — and PHI has no way to update payment information online. The only option was to call, but every time I tried, it was outside their limited business hours. As a result, I was told I had to start a new policy from scratch, pay a $40 registration fee, and that my original $36/month rate was not guaranteed. All of this could have been avoided with even the most basic online account tools, which every other modern provider offers. Customer service was unhelpful and rigid, showing no concern for retaining clients. I’ve now switched to a provider that offers proper digital support and flexibility. Would not recommend PHI Direct.
Insurer: PHI Direct
By: Maryna
Happy
I am very happy with Pets Best Insurance..I was able to speak with staff there to help me with the claims process as I am not computer savvy. My claim was handled very quickly and I am happy that I chose to get this ins for my Buddy.
Insurer: Pets Best
By: Patricia