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# 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
Pets Best IS the best!
I just submitted a number of claims. They verified receipt immediately, and processed payment quickly. When there was a delay, I was notified quickly and they told me what was going on. My experiences with Pets Best are the best I've had with ANY insurance claims. Highly recommended.
Pets Best delivers!
I've used Pets Best for my little guy's care for the past year and a half. This is my first experience using pet insurance, and I believe I couldn't have made a better choice. (I chose wellness coverage; affordable general coverage, great emergency/illness coverage that I haven't needed yet, thank goodness.) The premiums are comparable to other pet insurance companies, and it's more reasonable than most of the quotes I received. Both the web site and app are very easy to use. My vet sends a receipt via email, I download it and attach it to my claim. Super easy, super quick. The explanation of benefits is easy to understand, no surprises. I opted for direct reimbursement to my Care Credit account; my most recent claim (wellness visit, vaccination and tests) was paid in one day. (In my experience, claims have been paid within a week.) I've set up auto pay for premiums on my Care Credit account, too. Whenever a friend gets a new dog, I always recommend Pets Best. In my opinion, they deliver!
Wow. Absolutely horrendous. I can’t even put it into words.
I’ve left other reviews elsewhere and should have just saved them for a copy and paste. Tired or retyping. But basically this company will make assumptions about your animals diagnosis and decide whether or not to pay based on anything you’ve ever told your vet, even without a full diagnosis. It’s not their job to make that decision of a diagnosis but they take it upon themeselves to do so. My GSD got spayed and had a UTI (diagnosed) right after. We worried it was a pyometra. It wasn’t thankfully. But I got insurance after that event. So understandable that’s not covered. Well a few months later, about 3 months, she starts peeing herself during naps or sleep at night. Never done that before besides when potty training. (I got her spayed after she turned two). So this is clearly a problem. Well the vet starts looking into it and this company decided that it was a prior existing issue and didn’t cover anything. Had to fight them for 3 months or so. Back and forth with more claims and such and every appt that followed they just basically said to screw off. Eventually I got enough evidence through the vet and some notes and letters on common sense for the explanation of potty training being her only accidents before and what USMI is (her incontinence due to post spaying) and they finally caved though I know it hurt them to do it. Now they’re thankfully folding every time and helping us out. But also be aware, their deductible is not what you think. It’s prolly in fine print, but their deductible is all slowly added up by them taking their percentage of the bills. It’s not based on how much you spend. So if you chose a 300 ded like I did, it’ll take you about 4 vet visits before you’ve paid well over 500-800 bucks before they start helping bc they do co pay before you reach ded too. That’s news to me. Maybe others are used to it. Finally, if you have to order meds online, good luck. I sent them the max amount of docs via screenshots of my order and they denied it. I’ve given up on past orders bc of how trash they are with it. They caved one time on giving help for the meds. But I had three other orders they didn’t help with. Only two of which (I believe) I even tried. So many screenshots. But they come back and basically need more stuff. Usually stuff you don’t even have or receive. So good luck. Please. I beg you. Boycott this company and watch them fall. They’re so bad. Please save yourself. Also I guarantee next years premium for us will be like 5000 after they’ve had to pay like 500 bucks total for my dog on the year. My poor dog is going through it this year trying to figure these things out. But I’ve probably spent over 1k myself. Plus the initial 3-400 premium to start the year and their 80% help as I signed up for. Next year they’ll ask for a ton of money and I’ll tell them to kick rocks. I’m taking business elsewhere after draining them for every penny I can try to get through legit appts and meds. Thanks for reading guys. I’m out.
High Annual Renewals/Pending Class Action Lawsuit for Bait and Switch Policy
I have 6 Saint Bernards and have had multiple Saints in my home for over 20 years. The first issue was when they stopped offering their popular Whole Pet with Wellness Policy, drastically reducing benefits available. Now, I get a notice that they are reducing my older dogs' policies from 80% to 50% and raising the rates. Their claims processing time is excellent and they have been generally great with covering claims in the past, but now my older dogs have years of "pre-existing" conditions because I have to change companies or accept only 50% coverage. I've also seen a decline in helpfulness from Customer Service when experiencing a problem.
Insurer: Nationwide
By: Nancy
Pets Best is the best
Claims experience is quick. Payments are directly deposited so the refund process is very smooth. I am getting a new pup within the next year and you can be sure I will add her to my Pet's Best policy. I have recommended Pets Best to my DIL and now she loves Pets Best for her labs.
Insurer: Pets Best
By: MARY ELLEN
Positive Pet Insurance Experience
I researched numerous pet insurance options before landing on Pets Best. I had heard a number of stories of bad experiences with pet insurances, so I was still a little skeptical of how much I could rely on coverage when the time came. I ended up selecting the Accident and Illness coverage plan as I really just wanted to have peace of mind in being able to financially cover any unforeseen emergency vet bills. This year my dog had to have surgery in to remove a non-cancerous tumor, and I recently had to take him to the emergency vet in an unrelated incident due to a foreign body he ingested. I was particularly nervous about the cost of that emergency bill since it included an x-ray and sedation, plus my dog had to stay at the clinic for a full day. It was a super easy process to submit claims for both vet bills, and it was very clear to me which costs were going to be covered based on the plan I had selected. I was reimbursed at the exact rate selected on my plan after I met my deductible, and there were no additional requests to file additional paperwork or medical history for my dog before the claims were processed. I am thankful to know that my dogs pet insurance plan actually covers the services I need it to when I need it to. I would definitely recommend this plan as a budget option and to ALWAYS READ THE FINE PRINT!
Aspen
We brought Aspen to our vet for an ear infection, it was at this appt that our vet found a heart arrythmia, we were in complete shock, but so glad we purchased pet ins from Pets Best, it really helped when we needed it and we were able to focus on Aspens health with less worry about the cost at all her cardiology appts and tests. Thank you Pets Best !
They treat acute infections as chronic pre-existing illnesses.
They treat acute infections as chronic pre-existing illnesses. If you look carefully at their definition of a pre existing condition, they specifically note that they treat curable diseases as non covered pre existing conditions if any recurrence can be linked to a prior incident. Be aware that they use this definition very liberally to avoid paying out claims. In my case, I have a cat who I adopted about 18 months ago. It was noted in the adoption paperwork that she had previously been treated for a UTI. She has had multiple wellness checks since then where she had been given a clean bill of health with no signs of infection. Then, just last week, almost 18 months since the last documented UTI, she had a new acute UTI infection. MetLife has denied the claim and has stood firm on their denial even with involvement from BBB and NJ DOBI. MetLife is taking the stance that since she has had a UTI in the past, it can never be covered by them. They are making the assumption on their own with no evidence that the recent acute infection is the same infection that she had so long ago. They act as if there’s nothing that can be done to counter their opinion. If you look closely, their definition even includes vomiting. So, if there’s any documentation that your pet has ever vomited before you open your policy, any vomiting for the remainder of the pet’s life would be considered a pre existing condition and they will deny coverage, it seems. If you happen to filter to see the one star reviews on TrustPilot, you’ll see this is a trend with many recent examples. They really take advantage of that clause to deny as much as they can. It would be understandable if they were denying actual chronic conditions.
Great Experience!
Quick snd easy claim filing. Decisioned in less than 48 hours. Paid exactly what I anticipated based on my understanding of the policy. Communicated quickly by email. Great experience!