Pets Best Review: Putting Your Pets First?

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Two golden labs in bed

Pets Best is consistently among the least expensive pet insurance providers when we run our quotes. But does paying less mean you’re getting worse coverage for your furry pal?

Visit Pets Best Website

Article Overview

Pets Best Review

4.55 / 5
Pets Best Review
Policy Coverage 4.8
Customer Service & Reputation 4.0
Timeliness of Claim Payment 4.8
Price of Policy 4.8

Pros

  • No lifetime limits on any plan
  • Great pricing, consistently among the least expensive when we ran quotes
  • BBB rating: A+
  • Multiple forms of customer support: live chat, phone, email, FAQ
  • Electronic claim filing and direct deposit options
  • 30-day money back guarantee
  • 5% multi-pet discount
  • No age limits
  • Your pet is covered when they travel with you in the U.S., Canada and Puerto Rico

Cons

  • 6-month waiting period for CCL injuries
  • 14-day waiting period for Illness and 3 days for Accidents
  • $2 transaction fee (waived if pay annually or live in Maryland or Alaska)
  • Alternative/holistic therapies are not covered
  • Claim payment is averaging 25-40 days currently

Pets Best Screenshot of App

Key Features

  • Underwriter: American Pet Insurance Company
  • No exam required
  • Bilateral exclusions (a condition or disease that affects both sides of the body): luxating patellas, cruciate ligament events (CCL/ACL), glaucoma, entropion, ectopion, hip dysplasia, elbow dysplasia, cataracts, cherry eye and osteochrondritis dissecans (potential for others as well)
  • Claim repayment averages 25-40 days, and direct deposit is an option
  • Must submit claims within 180 days of the date of service
  • Option to have Pets Best pay vets directly, so you don’t have to pay a hefty vet bill in advance and wait for reimbursement (not available everywhere)
  • Can transfer ownership of pet, and coverage will continue if new owner contacts the company within 30 days
  • Submit claims via customer’s online account, app, mail or fax
  • 30-day free look period (similar to a money-back guarantee)
  • 24/7 Pet Helpline allows you to speak with a vet expert day or night
  • 5% discount for military families (not available in Alaska, Hawaii, Tennessee)

Pre-Existing Conditions

Defined by Pets Best as:

In determining which Conditions are Pre-Existing, we look at the 18 months preceding the Policy Effective Date and exclude any Conditions that were Present during that period. Conditions that are Present during the policy Waiting Period described in 2.C. are also deemed to be Pre-Existing Conditions. Please note, the following Conditions are deemed Pre-Existing Conditions if they are Present at any time preceding the Policy Effective Date or the expiration of any Waiting Period:
1. Chronic Conditions.
2. Bilateral Conditions, if your Pet had at any time any PreExisting Conditions consistent with that same Bilateral Condition on either side of the body.
3. Intervertebral disc Conditions, if your Pet had at any time any Pre-Existing Conditions involving the intervertebral discs (due to either degeneration or trauma).

Customer Service Hours

  • Email, text and live chat (hours not listed)
  • Phone: Monday – Friday 7am to 7pm MT and Saturday 10am – 2pm MT

Pet's Best Waiting Period

Waiting Periods

Pets Best will reduce or waive waiting periods, according to its policy:

Section 2, C5: The waiting periods may be reduced or waived for coverage acquired through pre-approved channels where the health of your Pet is certified by a participating veterinarian prior to coverage being purchased. Please refer to your Declaration Page for your Pet’s specific waiting period.

  • 14 days: Illnesses and related conditions
  • 3 days: Accidents and related conditions
  • 6 months: Cruciate ligament events and any related conditions
  • 14 days: Hip dysplasia

To learn more about ACL injuries in dogs, check out this video.

What Does Pets Best Cover?

Services included are not limited to this list and are subject to change.

Covered by Pets BestNot Covered by Pets Best
Accidents and injuriesPre-existing conditions (the 18 months preceding the policy effective date and conditions during the waiting period)
Emergency visitsBilateral Conditions, if your pet had at any time any pre-existing conditions consistent with that same bilateral condition on either side of the body
Hereditary and congenital conditionsChronic conditions that present signs or symptoms before the policy effective date
IllnessesOrgan transplants
Prescription medicationsDietary supplements
Vet exam fees (in the Plus/Elite plans)Burial and cremation
Wellness coverage (if purchased as a rider)Acupressure
Cancer treatmentsAcupoint
SurgeryAromatherapy
SpecialistsHerbal remedies
Outpatient careHolistic care
Medical imagingHomeopathy
HospitalizationStem cell therapy
Rehabilitation (in the Plus/Elite plans)Preventative care
Dental trauma
Prosthetics
Bilateral conditions (if not present prior to policy effective date)
Behavioral treatments
Foreign object ingestion
Euthanasia
Acupuncture (in the Plus/Elite plans)
Physical therapy (in the Plus/Elite plans)
Hydrotherapy (in the Plus/Elite plans
Low level laser therapy (in the Plus/Elite plans)
Travel coverage in Canada, Puerto Rico and US Territories

Accident Only Plan

Pets Best offers an Accident Only plan, which has a $10,000 annual limit, $250 deductible and 90% reimbursement. It only covers accidents (as its name suggests) so things like broken bones are covered.

It doesn’t cover any illnesses, routine care, acupuncture or chiropractic treatment. This plan has a flat rate of $9/month for dogs and $6/month for cats.

Veterinarian Performing Surgery

What’s Covered?

  • Trauma
  • Poisoning
  • Bite (animal, insect, snake)
  • Hit by car or moving vehicle
  • Foreign body ingestion
  • Bone fracture
  • Laceration, cut, abrasion
  • Wound
  • Torn nail
  • Medical problems directly attributable to accidental injury

Note: ACL injuries and hip dysplasia are not covered in this plan.

Routine Care Coverage

Pets Best offers 2 wellness plans shown below in the table. Included are the maximum amounts that Pets Best will pay each year for that specific routine care per year.

 EssentialWellnessBestWellness
Price Per Month$16 ($14 in Washington)$26 ($30 in Washington)
Spay/Neuter - Teeth Cleaning$0$150
Rabies$15$15
Flea/Tick Prevention$50$65
Heartworm Prevention$30$30
Vaccination/Titer$30$40
Wellness Exam$50$50
Heartworm Test of FELV Screen$25$30
Blood, Fecal, Parasite Exam$50$70
Microchip$20$40
Urinalysis or ERD$15$25
Deworming$20$20
Total Annual Benefits$305$535

Is Hip Dysplasia Covered?

Pets Best covers hip dysplasia after a 14-day waiting period, as long as it wasn’t a pre-existing condition. This can be reduced or waived according to Pets Best’s policy (see details below in Waiting Periods).

Pricing Quotes

We’ve gathered some sample prices from Pets Best insurance for its accident and illness coverage plan. You have can choose your deductible, either $50, $100, $200, $250, $500 or $1,000. You can also choose your reimbursement level: 70%, 80% or 90%. For annual coverage limits, you can choose $5,000 or unlimited.

The cost of each policy is unique to your pet and depends on many variables, including your pet’s age, breed, location, health conditions and more. Below are sample prices for random breeds in various locations with different limitations. Quotes are from December 2019.

BreedLabrador RetrieverYorkshire TerrierGolden RetrieverMixed Breed Cat
Age4 Months4 Years2 Years2 Years
Male/FemaleMaleFemaleMaleFemale
LocationMiami (33114)New York City (10006)San Francisco (94107)Chicago (60615)
Reimbursement Level80%80%80%90%
Deductible$250$100$500$1,000
Annual MaximumUnlimitedUnlimitedUnlimitedUnlimited
Price Per Month$38.84$59.66$49.72$11.21

You can get personalized price quotes for your pet(s) from several top-ranked companies when you fill out just one short form. Also visit our pet insurance quotes page to see how the cost of Pets Best stacks up against the competition.

Coupon Code

Pets Best offers two discounts that you may be eligible for when you use this link:

  • 5% multi-pet discount
  • 5% discount for military members and their families
You can also visit our dedicated Pets Best promotions page to discuss current offers.

Reimbursement Story

The Miniature Pinscher

  • Dog: Kingston, 8-year-old Miniature Pinscher
  • Diagnosis: Foreign Body Ingestion

My poor little dog was vomiting, not eating and I went to the animal hospital and he needed surgery. I cannot thank Pets Best enough for their commitment to keep our precious pet alive! After reviewing my case which only took a couple days, I got reimbursed and they wired the money into my checking account. I tell everybody who shares with me they have a dog to sign up with Pets Best, I can’t thank Pets Best enough! – Kingston’s parent

  • Treatment Cost: $2,824.62
  • Pets Best Reimbursed: $2,606.37
  • Final Cost For Pet Parents: $218.25

Customer Reviews

Positive Reviews

I have been with Petsbest for almost 4 years now. My first claim was denied due to pre-existing condition which almost made me cancel the policy. However, after reading through all the fine prints, they were in the right to deny my claim. The condition started 1 day before the waiting period ended.
All claims afterward were paid within 1 – 2 weeks. They have paid over $5,000 for my dog so far in 7 claims from 4 illnesses. The premium has been increased at a very reasonable rate just from $287 in the first year to $326 yearly in the fourth year. Their customer service is great and easy to reach. Submitting a claim requires just a receipt photo and a short explanation on my part. PetsBest did the rest of the work. I am glad I did not cancel the policy in the first year and would like to thank PetsBest for helping our family out with all the expense. – Pan J., Yelp 9/26/2019

I love having pet best for my Bella , have no worries easy to file a claim and easy explanation of what they giving you back wick and easy. – Christina P., TrustPilot 12/7/2019

Negative Reviews

If I weren’t forced to keep them as a carrier I would have chosen another one however I’m stuck Their latest excuse for not paying claims on time- now it’s taking 20-25 days “because of our growth.. bla bla bla Hire more people Still calling them Pets Worst Thinking again about opening a claim with the DOI – Beth M., Yelp 11/15/2019

You people do not know what you are doing. I have had a claim going for ever and have sent you all information and more. You keep denying me because my vet sent wrong papers to you from one of my other pets and she and i have written you about it but yet you still denied it and I have to reopen it again and it takes you 60 days to review every time .i will never use you again and am going to council my puppies coverage as soon as i find a other co. Would never recomend you and I have reported you to ins. Board – Rosanna S.L., TrustPilot 12/7/2019

Our Final Verdict On Pets Best

Visit Pets Best Website

We recommend Pets Best for its comprehensive coverage, customizable plans and extremely competitive pricing. This company also offers an optional wellness plan. However, its underwriter is unrated by A.M. Best, which we consider a higher risk factor vs those who are rated.

If you’re interested in how Pets Best stacks up against other pet insurance carriers, check out our pet insurance comparison to see the results.

What features do you like or dislike about Pets Best?

About The Author:

Kimberly received her Bachelor of Arts in multimedia journalism from Simpson College. She has been writing about dogs since 2014, covering subjects such as dog insurance, training, health, accessories and more. Her natural curiosity helps her research as she seeks the truth when learning about, comparing and personally testing canine products and services. With every piece she writes, her goal is to help our readers find the best fit for their unique needs.

Kimberly grew up in a family that loved Labrador Retrievers and remembers running and playing in the yard with them as a child. In 2017, she and her husband adopted their Coonhound mix, Sally, from a local shelter. Kimberly's research was put to good use since Sally faced some aggression issues with other dogs and needed some training to be an inside dog. She worked daily with Sally and sought help from professionals to help Sally become the happy pup she is today.

One of Kimberly's favorite pastimes is spoiling Sally with new toys, comfy beds and yummy treats (she even makes homemade goodies for her). She tries to purchase the safest products for Sally and knows that each canine has their own specific likes and dislikes. Kimberly is passionate about dogs, and knows the bond between humans and canines is like no other.

Disclaimer: Information regarding insurance company offerings, pricing and other contract details are subject to change by the insurance company at any time and are not under the control of this website. Information published on this website is intended for reference use only. Please review your policy carefully before signing up for a new pet health insurance contract or any other contract as your unique circumstances will differ from those of others who may be used for example purposes in this article.
Disclaimer: The information provided through this website should not be used for diagnosing or treating a health problem or a disease. It is not a substitute for professional care. If you have or suspect you may have a health problem, you should consult your health care provider.

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

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Francine S
Worst pet insurance company. I wish I had taken my hard earned money to literally ANYWHERE ELSE. They try whatever they can do to not pay for things- even lie about a dx. They changed an ear infection to an allergy. My vet was shocked and wondered how this company could legally change a diagnosis by a vet. Despite my vet agreeing that my dogs illnesses were in no way pre-existing, Pet Best is all about money and not about your pets and will just deny without any good reason. Just run as far away as you can from this company. They should be ashamed of themselves for lying about protecting your pets.
Jared Chassen
Eek! Methinks not.

I have had several insurance providers for my animals over many years. I must say Pets Best is the worst company by far. Over a 1 year term, I have had 5 claims denied and 1 pre-authorization. This is not an emotional rant, each claim had valid reason and diagnosis yet the crooks at Pets Best found a loophole or reason that it was invalid, no reason to appeal, they do not get back to you on those either.

Pets Best is a scam, and after thousands of dollars of bills I can’t afford, my pet is the one who is affected at the end of the day.

STAY AWAY….

Kirsten Shaffer
I agree with the comments about claims processing and your very generous rating. The timeframes for processing claims have gotten much, much longer – as of today it is 25-39 days. It used to be no more than 5 days. I get the same response when I ask – “they are working on the backlog”.
Amy Ginsburg
I was about to sign up for Pets Best insurance, but I’m feeling very discouraged after reading these reviews. I understand that it’s taking a ridiculous amount of time to process claims right now, but I’m not seeing anything reassuring in the Pets Best Customer Care responses. Don’t you have any idea when you’ll have sufficient personnel to reduce the backlog? I appreciate the honesty, but how can I give you my business, knowing that I may have to wait 2 months for reimbursement and that there’s a chance my claims will be denied. Nowhere among any of the comments do I see anything positive about claims being paid. I lost a dog last fall after a very costly and emotionally wrenching illness. The last thing I would want to deal with while mourning the loss of a beloved family member would be an insurance company that is going to fight tooth and nail to avoid covering illness claims that should not be denied. Customer care during that time is going to be very important and if the responses from the Customer Care specialist are any indication, I don’t anticipate any warmth from Pets Best. I cannot tell you how disappointed I am. First impressions are important and when a potential customer sees the kinds of cold repetitive excuses I’m seeing while reading these reviews, my impression is unfavorable – so much so that I’m not even interested in contacting the company to get my questions answered. All I need to know can be inferred from the Customer Care contact responses. Do you really believe that it is acceptable to keep telling people that you don’t have enough help to meet the demands for claim processing over and over again? I don’t. I’ll be enrolling with a different company tomorrow.
Angela Neeld
I have been fighting with the claims department for 9 months. I get a different answer every time I call to check on a claim. They are supposed to be paid withing 3-5 days, now it is 25 to 30. Each time I call it changes to a longer waiting period. I also have paid my premiums quarterly and today they automatically withdrew funds from my account sending me into a negative balance for my premium. I have never missed a payment and have been a loyal customer for over a year. I am a senior on Social Security and this has almost destroyed me. Left me with 40$ to live on for 2 weeks. They refused to refund me the amount they took and would only keep me and not cancel my policy if I paid 1 month. I know there is a grace period on payments and the customer service was just horrible and not understanding of the situation at all. I never have permission to auto pay any of these payments and they could see that from my payment history. I am really disappointed in the service and the handling of all of this.
Pets Best Customer Care
Claim processing time changes daily based on the claim influx received. We are currently estimating 25-40 days for the processing of claims. We do appreciate your patience while we process your important claims. To provide you with specific information pertaining to your policy we would need you to verify the account. Please feel free to give us a call or live chat with your policy number and pet’s name. At that time, we would be happy to assist you. We can be reached Monday-Friday 7am-7pm and Saturday 10am-2pm Mountain Time at 877-738-7237.
G Mo
You might want to update your findings on Pets Best. Claim processing is between 30 – 45 days or longer. It has been this way since Nov 2019.
Pets Best Customer Care`
Claim processing time changes daily based on the claim influx received. We are currently estimating 25-40 days for the processing of claims. We do appreciate your patience while we process your important claims. To provide you with specific information pertaining to your policy we would need you to verify the account. Please feel free to give us a call or live chat with your policy number and pet’s name. At that time, we would be happy to assist you. We can be reached Monday-Friday 7am-7pm and Saturday 10am-2pm Mountain Time at 877-738-7237.
John Graff
Run away from Pets Best, or as I like to call them, Pets Worst. They take 4-6 weeks to process claims. They will tell you this is just for the first claim but that is a lie. They must be suffering some sort of financial trouble because they always try to find excuses to delay paying out claims or deny them for no reason. They denied an ear infection claim and they coded it for Intervertebral Disc Disease and not an ear infection. Makes you wonder if they are even making any effort at all to review claims or if they are just phoning it in.

I have had Healthy Paws pet insurance in the past and this one is by far the very very worst pet insurance ever.

Pets Best Customer Care`
We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.
JBlack
I’m a little concerned after reading only bad reviews in the comment section of a pet insurance review. How could you give this company a 4.0 rating in customer service and reputation? Upon more research there seem to be nothing but bad reviews and horror stories about this company. Makes me question the validity of this whole “review”. I’m honestly surprised that the comment section has not been removed. It really shows how these under writing companies really work.
Cons – worst customer service of all pet insurance…
Pets Best Insurance
Hi JBlack, please provide us with your policy information so we can look at your personal company experience and address your concerns. Have a good day.
Jen Park
I’ve had my dog insured through pets best for 2 years and then my boyfriend and I decided we should combine insurance policies under one account. My dog was having frequent accidents shortly after, so I took him to the vet. They ran tests and I filed a claim. Pets best denied the claim and said he had a pre-existing condition because his policy changed. I tried fighting saying he was actually covered by their own policy, it’s not like I switched companies and I even made sure the policy overlapped 15 days before cancelling. I feel like this would be a case where they should understand that it’s unfair what they’re doing, but no, all of their reps are robots and inflexible and “cannot help” or “nothing they can do.” After reading all these reviews, I cancelled my policy and went to healthy paws. I don’t want to give this company 10 more years of premium payments just to get denied and frustrated.
Pets Best Insurance
Hi Jen, when you cancel a policy and start over, all new policy terms apply. We are sorry you had a negative experience. Let us know if you have other questions.
Bohdan Skrypka
I bought this insurance for my cats. Unfortunately,one of them needed emergency help. No one answered after one month. If I hadn’t asked about the status, I wouldn’t know that I had to inquire additional documents from the clinic in another country where I usually brought my cats for a check-up. We will see in future what decision the insurance company will make. Reading the reviews and looking at my experience with this insurance company, I understand that it provides very poor service. They take money easily but don’t want to do their job properly.
Bohdan Skrypka
After 40+ days, my application was reviewed, so I take my words back. Insurance company works honestly, but very slowly
Brian Lapas
In general, Pets Best does what they say. However, I would NOT RECOMMEND them. The cover a very limited number of illnesses, accidents and circumstances, but to give them credit, they are all listed on the 25+ pages of declarations… good luck reading them all. That’s the point, they seem like a straightforward company but the fine print will bite you every time. They go out of their way to deny claims (even small ones) and then hope that you don’t challenge them. I have submitted 14 claims over 6 years and they initially denied 12 of them before approving 9 of them. This process would take months to resolve each time.

My monthly premiums more than doubled during this time (almost tripled in fact). They can raise the rates without explanation and then your pet has a “pre-existing condition” when you try and switch to another company. So while it may seem worth it for that first year, by year 6+ you have paid much much more than you anticipated and suddenly your not saving anything on that ACL surgery in the long term.

For most pet owners, I would say take your monthly premiums and invest in a pet savings account. You will likely come out on top and not deal with the stress and hassle of the nit picking company when your pet is sick.

Pets Best Insurance
Hi Brian, we are sorry to hear youve had a negative experience. Our records show your claims have all been processed in your favor.We are sorry to see you go and wish you the best.
mike R
that’s exactly the response I didn’t want to see. Arrogant and condescending.
Devin Cummins
Please PLEASE DO NOT SIGN up for Pets Best. This is a total scam! They consider everything a pre existing condition. Really, they considered an ear infection a pre-existing condition. If they won’t cover that what would they possibly cover. Worst off the customer service is terrible they took 4 months just to tell me they won’t cover an ear infection, after purposely delaying to precess three times. They do this just to make sure you get frustrated, never pay out anything, then hope you cancel on them. DO NOT USE THEM, THIS IS A SCAM!

PS I have never written a review for any company in my life, but I thought people should know this is a scam company.

Pets Best Insurance
Hi Devin, claims are processed with medical records obtained from your vet’s office directly. If a claim is denied as a pre-existing issue, its due to the information found in your veterinarian’s notes. Let us know if you have other questions.
Lauren
PetsBest is a complete scam, like many other reviewers have been saying. My dog has been covered for about a year now and in early October, we finally had something to use it on due to my dog having a UTI. It has been just under two months, and last week the claim was closed because of “lack of information”–mind you every day my husband and I were checking the claim status, calling PetsBest to ask what more info they need, calling the vet and having them say they will fax the info over immediately, and then having PetsBest say once again that the information was not received after doing this many 10 times in total. Now it will be another month to receive our benefits because the claim was reopened, per them saying “oh, we just received the info needed four days after the claim was closed.” So now they have all the records but it will be weeks before anyone qualified will look at them. I would not be as upset as I am if the money was not needed. My husband and I are young, living paycheck to paycheck and dreading a health incident to run us out of our money, God forbid it be our loving companion that is the cause of such because she is injured or ill. RUN FAR FROM PETSBEST NO MATTER HOW GOOD THE OPTIONS AND PRICING SEEMS!! YOU WILL NEVER SEE YOUR MONEY GO TO GOOD USE!! Unfortunately our pet needed antibiotics for another infection recently and man, we are sure to never see our $300 again for that because of how sh*t the service is at PetsWorst.
Pets Best Customer Care
Hi Lauren, we are sorry you had a negative experience. Without the required information, claims cannot be processed. We will notify you when your claim is done processing.
Devin Cummins
Lauren, I totally agree this is a total scam! They just say they don’t have the necessary information, take 4 months to get back to you, and then when you send them every single record, they just say no. It’s to get you frustrated so you quick and then they keep your money! Total Scam people DO NOT go with pets best
gregory short
Terrible!!! My dog has had Pets Best since 2010. the one time i tried to file a claim they said she was not covered. it was great when she was younger and it was $40/month. they don’t tell you that your premiums will grow to $150 and above when your pet gets older. per incident limit is $2500. my dog is 11 now and if i had just put those monthly premiums into a savings account, i would have a lot more than they ever would have covered. save your money!!!
Pets Best
Hi Gregory, we understand your concern. We show this is the plan you chose to enroll your pet with when you started the policy. We certainly offer plans that are comprehensive and dont have limits. Please let us know if you would like us to contact you and discuss your coverage.
michiko
Hello everyone,
This is my first-time writing comments on public posts hoping my information can help you decide whether Petsbest is what you are looking for.
We had 2 cats and 1 dog all insured by Petsbest for few years. My first claim for my cat Monaco was denied as “pre-existing condition” even though our vet sent out a separate note beside their progress note stating that her new symptoms (respiratory issue) were not related to what she had in the past (GI issue). We had to put her down after 1 week at the vet and $15,000 out of my pocket. My second claim was paid in 1 week without any problem (they paid $140 for a visit) for my dog Eskimo. The 3rd claim is still pending after 18 days from the claim submission. per Petsbest, the part of the delay is due to the “high-cost claim” and “high volume claims” have been submitted due to an increased number of the new customers. The bill was $2,400 which I think below average after her having 3 mass removals, spay, teeth cleaning and some lab works including pathology. I hope this information helps.
Pets Best
Hi Michiko, thank you for your feedback. We are diligently working to reduce the time it takes to process a claim. However, claims are processed in the order in which they are received and we ask that you allow 45 days for accurate claim processing. Thank you for being part of Pets Best. Have a good day.
John Doe
Pets Best is a total scam. I have had them since my dog was 3 months old. Never anything major wrong with her. Every year the prices go up and up. Now that my dog is 12, when I will start needing it the most, the premiums have skyrocketed to $400/mo and huge deductibles to even get it to that price. I have paid an estimated $35,000+ to this company over 12 years, not gotten a fraction of that back since my dog has been healthy, and now they are screwing me over in her senior years. HORRIBLE to do this to a dog owner and the pet itself. SCAM!
Pets Best Customer Care
Hello John, thank you for taking the time to leave a comment. We understand you are unhappy with the policy premiums.

Rates are determined by several factors including your pets breed, age, and location. As pets age, the need for medical treatment increases similar to what is experienced by humans as they age. Because pets age faster, the need for medical treatment increases over a shorter timeframe. Your claim history does not impact your rates. Please give us a call to review your premium history and options to reduce the cost.

Devin Cummins
John this totally suck, so sorry. I agree this place is a total scam. They do anything to not pay out!
Gail Fairbanks
Well…these reviews just blew me right out of the water…I was all set to select this company for my 3 healthy 9 year olds. I thought I had a plan that worked all around. But after reading the reviews I’m back to square one. There’s not a pet owner I know that hasn’t had a simple one time appointment for an itch or a upset tummy. To read some of these reviews I now have a fear that an appointment with a vet 7 years ago might justify a judgement for pre existing claim denial . What a sad state of affairs for consumers.
Maria
This was a huge mistake. I enrolled with them, it’s a joke. This is a scam. First claim placed, no response. Stay away from this bogus company.
Pets Best Customer Service
Hi Maria, we are sorry to hear that you are unhappy with your first claim experience. Please contact us so we can review your claim status.
Devin Cummins
I wish I read this before signing up. I went for the cheaper service but now I know this place is a total scam.
Angie
I am so glad I read these reviews. I was considering getting Pets Best insurance and think I will pass. I cannot believe they double the price after one year. Not sure this would be better than just paying for things out of pocket.
Pets Best
Hi Angie, prices are based on pets age, breed, and the cost of care in your location. These rates are verified by your state’s department of insurance. We have options to reduce your rates if you have an actual policy with our company. Keep in mind our rates are stable and not likely to double in one year.
Nikhil
Just had my first big claim for an acl surgery after two years of coverage and was denied based on “pre-existing” status. That’s a shame because they were effective on small claims but didn’t help when I needed it on the $5K surgery bill. Save your money, use it for the bill instead of the insurance, or look elsewhere.
Pets Best
Hi Nikhil, claims are processed with medical records from your vet. If you disagree with the claim decision reached with this information, you may file an appeal with supporting documents. Have a good day.
eddie
Pets Best is a Scam, They cover nothing. Other question I noticed today while reading their reviews. Today is 4/15/2019, there are reviews about how great they are dated 5/4/2019, and 6/14/2019, they must be able to time travel as well as rip people off.
Pets Best
Hi Eddie, please contact us with your concerns so we can review your claim. sorry to see you go and wish you the best!
Debbie
I just received a denial of appeal from Pet’s Best due to what they state is a pre-existing condition regarding a slightly elevated liver panel number. My vet completely disagrees and provided records all the way back to 2013 showing no evidence of any liver issues. We had two very high liver panel tests (done on the same day) in February, extremely worrying. Our vet ordered an ultrasound which showed a completely normal liver and all other organs around it looking perfectly healthy. A re-test on March 7 showed numbers all back down to below where they were for the very first test and my vet said the problem is clearly environmental. I sent the March 7 test results to Pet’s Best, got a confirmation by email that they were indeed received, but they were not used in the 5-week-long appeals process; Pet’s Best did not use the information from my vet to conduct this appeal and now says they never received it despite confirming this in email. Avoid this company.
Pets Best
Hi Debbie, we are sorry to hear you are dissatisfied. Unfortunately, without the requested documents, we cannot process your appeal. You may resubmit within the 60 day time frame from claim denial for review. Let us know if you have questions.
Joshua President
I began using Pets Best in 2009 when I rescued my dog in anticipation of increasing medical needs as she aged. She was 3 years old at the time and Pets Best premiums and coverage seemed reasonable. In her lifetime, I’ve made a total of 7 claims. 2 were denied and 4 were made this February as my aging dog has had several cancerous tumors. Nonetheless, Pets Best’ premiums have steadily increased over the past few years; over $200 per month in 2017, to over $400 in 2018. I continued to pay because my dog’s medical needs were increasing but this month I received a notice that they would increase again to over $600. All told Pets Best has paid out less than $5,000 in my dog’s lifetime and at this point, when she most needs coverage, it’s unaffordable. Total Scam!
Pets Best
Hi Joshua, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. Please contact us if you would like to go over options to lower your rates.
Wendy D
PETS BEST – This insurance is a scam. DO NOT USE THEM. They denied my claim for my dogs ear infection stating that it could be due to allergies. My dog has been treated for allergies in the past unrelated to this visit…and before signing up with them. They did not call my vet to ask about this ear infection and took it upon themselves to give their opinion of it being related to a past skin allergy. That is definitely out of their scope since they are not the doctor. Bottom line is that they didn’t want to pay the claim and said it was allergy not illness even though my vet states otherwise. Shady company. Poor customer service. Unable to speak with managers. Always states unavailable. I will never use them or refer anyone to them. BEWARE.
Pets Best
Hi Wendy, claims are processed with your veterinarian’s records. If you disagree with the claim decision, you may file an appeal with supporting documents. Please let us know if you would like guidance in filing an appeal.
Kami
Such a horrible company. I have never experienced such rude and inept customer service reps at any company before. I have been paying them nearly $100 a month for the last year, and unfortunately had to submit my first claim. I’m assuming they are looking for any way to deny the claim – but that would require them to process it in the first place. I keep getting emails that they have requested my dog’s records, but my vet has sent them multiple times and I have forwarded them multiple times and still nothing. Finally cancelled all my policies, and did charge backs with my bank to get reimbursed. Disappointed in such a poor company! I will just put their premium amount in my pocket and pay my own bills. Like the majority of reviewers – they will come back and say oh your policy wasn’t effective, or this was pre-existing, or whatever baloney they can come up with to continue to not pay claims. I’m starting to see a definite pattern when reading reviews for this company. Buyer beware!
Pets Best
Hi Kami, its unfortunate you had a negative experience with Pets Best. Please contact us so we can look into your complaint and try to find resolution.
Jess
I only had this insurance for 2 months. submit a claim and of course it got declined. emailed them twice and waited 2 days to hear back. Not going to re-appeal because it will get declined AGAIN. not wasting my time.
Informed them I will be going to cancel this plan. They just cancelled my plan without any kind of notices. No apologize what had happened or sorry to see you go or what can we do better. However, why should I expect that. It is my fault for not doing the research about this company.

Pets Best is going to comment my post saying either “We can’t find you in our system. Please contact us at … and re-appeal the claim” or “your dog injury was not a coverage” or “this was a pre-existing” all kind of bull.

My two months payments are my donation to those policy holders that get approved on their dog claims. A GoFundMe would probably help pay for your vet’s bill then getting their insurance.

Pets Best
Hi Jess, sorry to hear you had a negative experience. If you did not want to cancel your policy, please contact us to see about reinstatement. Have a good day.
Sarah Y
I see a lot of negative comments and I want to post my own. I have had Pets Best for several years. I was with Pets Best before they changed underwriters. I left them because their premiums sky rocketed on my two senior pets. That was devastating for us. We were stuck because of the pre-existing conditions. I removed my young dog and put him on Pet Plan. Well, guess what? Pet Plan got a new underwriter and his premium skyrocketed. He has one major diagnosis and I’m stuck again with this.

So, do I have something positive or negative to say about Pets Best? I will say that when I kept my two seniors with them, they continued to offer excellent customer service. They paid timely and I did not have a claim denied. Once I reached the limit with one pet and I appealed it due to some of the charges being under a different diagnosis. Pets Best responded timely to the appeal and made the changes accordingly to be placed under a new/second diagnosis. I have always felt I was treated fairly by Pets Best. I also feel like they care when you talk to them. I really hated the rate hike, but besides that one major hiccup, I have never had any problems in the several years we have been with them. In fact, we just brought another little beagle boy to our family and he’s with Pets Best. I would still recommend them. Now, if their rates go through the roof again, I reserve the right to hate them again LOL!

Leyla Robinson
Pet best is very dishonest, unethical and biggest scam company I have ever come across. They will find every possible reason to reject your claim, and if they don’t, they will make that up. I am grateful to realize this now, only after 3 months of paying premium on 2 dogs.
Stay away from them and don’t believe their b.s.
Pets Best
Hi Leyla, we understand your frustration. In order to accurately process claims, we request medical records from your vet. In this case, your veterinarian’s records showed claimed condition for Lizzy originated prior to the effective date of the policy. If you disagree with the records that led to the claim decision, you may file an appeal with updated information. Please let us know if you would like guidance on how to file an appeal. We are sorry to see you have cancelled your policy and wish you and Lizzy the best!
Dwayne King
My dog got sick, she spent time in the ICU. That was March 10. On March 21, I submitted a claim. They closed it. On June 15 I resubmitted, they closed it. On August 23 I submitted again, they closed it. On September 9 I submitted again, this time I acutally got a response, “This claim isn’t covered because it was submitted more than 180 after treatment, please see our policies for clarification.”

Instead of signing up with petsworst, just flush your money down the toilet. At least then you aren’t supporting an evil corporation that preys on people that love their animals.

Pets Best
Hi Dwayne, like any other insurance company we have time frames for submitting claims. In fact, we offer longer time frames than any other pet insurance company of 6 months from when the event occurred. If you would like to file an appeal, please let us know and we will send you an appeal form. We are sorry you are unhappy with your experience and wish you the best.
Han
You obviously didn’t even read his comment. Don’t reply if you aren’t going to read people’s comments, it just makes you sound even worse. Also – he clearly states that you all purposefully ignored the claim until it had passed the time window for coverage. Super shady. Shameful behaviour.
Maria
Our rescue dog was found tied to a fence in a park. Obviously, we didn’t have any previous information about his health. When we adopted him, I researched pet insurance and ended up selecting Pets Best based on the reviews and comments. One year into the insurance, all our claims have been rejected because of “pre-existing conditions.” The latest denial was based on a comment the vet wrote 7 months ago mentioning that my dog might have allergies. This was Not an official diagnosis, just a note. It took Pets Best almost a month to review every single note and vet records to deny (again) our claim for a yeast infection condition. Please save your money and stay away from this insurance! It is NOT worth it!
Pets Best Customer Care
Hi Maria, in order to accurately process your claims we sometimes need to request medical records. If your vet notates your claimed condition pre-dates the policy, the condition will not be covered. If you disagree with the decision, you may file an appeal with supporting documents, 30 days from the denial date of the claim. Please let us know if you have questions on how to proceed.
Jessie
Pets best is the worst company I have ever dealt with! This company is a total joke! First they will take months to get to your claim then they will request paperwork on top of paperwork just to make you wait another month and say they won’t cover anything. I had to take my six month old puppy for tests and Lyme test which was a request from the vet and Pets best after over one month and a half stated those tests were elective and it wouldn’t be covered! Do NOT waste your money !!!! Also every time you call they won’t provide you with any info such as confirmation number, operator number or name . Also, I was denied to speak with a supervisor several times! Again don’t waist your time !
Pets Best Customer Care
Hi Jessie, we would like to look into your claim but cannot find you in our system. Typically, claims are processed in five days or less. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. If you would like an in depth review of your situation, please contact us. Have a good day!
Steven M Bivens
Pro comment? You are joking right? Pet’s Best is the worst insurance company that I have ever encountered. What are they doing? Paying you for positive comments?
Pets Best Customer Care
Hi Steven, we dont pay for reviews. We understand your concerned regarding claims. However, medical records indicate by your vet, the claimed condition originated almost a year prior to the enrollment of your policy, deeming this condition pre-existing and not covered by any insurance company. If you disagree with the decision, you may file an appeal with supporting documents, 30 days from the denial date of the claim. We are sorry to see you go and wish you the best!
Pati Maier
I’m surprised by your “Pro” comment that Pets Best has a great response rate on Yelp. I just looked, and they have only two stars. The negative comments are startling.
Pets Best Customer Care
Hi Pati, we cant find you in our system for past or present policies. If you have a concern with Pets Best, please reach us directly at 877-738-7237 or customercare@petsbest.com.
lacee nordstrom
Pets Best does not cover what you’ll want and need! CHOOSE ANOTHER INSURANCE WHILE YOU STILL CAN!! I would highly recommend selecting an insurance that DOES cover the most common injury for dogs, the ACL tear, aka the Cruciate Ligament Injury. They do not cover it AT ALL, there is no “grace period” is it NOT covered EVER, nor are any medications relating to the injury. Just paid $4,500 for the TPLO surgery even though we’ve been paying for this insurance for a few months. Our fault for not realizing this but I hope someone can benefit from reading this!
Lynn
And to add to that, FYI to anyone reading this that the Pets Best 6-month waiting period for cruciate ligament injury coverage applies ONLY when you are on an Accident and Illness plan. It is NOT considered an Accident, so if you are on an Accident-Only plan, you will not have coverage.
Pets Best Customer Care
Hi Lynn, our $9.00 accident only policy does not cover a torn knee ligament as this is a degenerative condition and only covered under our illness policy. If you have questions please contact us, you may also review a sample policy on our website http://www.petsbest.com. Have a good day!
Pets Best Customer Care
Hi Lacee, we are sorry to hear of your dissatisfaction with our company.Our waiting period for a torn knee ligament is 6 months from enrollment. If your pet has a torn ACL prior to coverage or before the waiting period ends, we cannot cover it. We would like to look into your case but cannot find you in our system. If you have other questions, please contact us directly. Have a good day!
anonymous user
I had signed up for a quarterly insurance with pets best on 7/7/2017 for a quarterly insurance. While signing up for the insurance i had provided my card information. Yesterday my card got automatically charged for the insurance for next quarter, but there was no email or any information given to me regarding the automatic payment during the end of the time. This is a shock to me and when i went to the website the site didn’t show that my card will be automatically charged in the payment section or any where else where a normal user access the site. There was also no option to opt out of automatic payment in the site. When i call and asked for cancellation and refund, the person mentioned that the refund will be prorated. But i was automatically charged and didn’t use the service! I mentioned it to her but all i got was “you can contact your bank or lawyer regarding this”. This is so rude!! I am writing this hoping the person managing the company knows, values customer experience and relationship by providing just and clear communication to the user. I dont want anyone else to go through the same issue!
Pets Best Customer Care
Hello, we are sorry to hear you had a negative experience with Pets Best. Unfortunately we cant look into your case without any identifying information. Payment is automatic upon agreeing to this when you enroll online. If you wish to not have automatic payment processed, we are happy to remove you off automatic withdrawal. We do not process two quarterly payments at once, and if there was an error in processing, we can correct it. Please contact us at 877-738-7237 or by email at customercare@petsbest.com. Have a good day.
Anne Clarkin
I have had Pet’s Best since my dog was a puppy. She is now 11 years old. I have only filed 2 claims in 11 years , which were paid, but the premiums have gone up and up. This year the yearly premium increased from $631 to over $900, and that is after I raised the deductible to $1000. They say that this is because of increased vet costs but the policy increases every year. I am cancelling the policy and recommend you don’t invest in this insurance thinking that your pet will be covered in old age when you will really need it.
Lynn
Sorry for so many comments – just hoping to add what I know to help others who might be reading through these older comments while researching!

I saw a comment posted by a Pets Best rep on one of their Facebook posts yesterday that indicates that, yes, their rates should be expected to increase yearly, by up to 10%. I had never seen that piece of information in anything I read while purchasing my plan, so I was a little shocked. (But based on what Anne posted, it sounds like increases greater than 10% may be possible in just one year!)

Lor
Stop defending them- they are doing to me exactly what they did to Anne. In 3 years of no claims they just doubled my premium since I started with them, and they are happy to let me cancel and take my investment in my claim free 4 year old dog. They only care to keep my coverage at the old rates if I will increase deductibles and/or reduce coverage. They say premiums are based on age and location? Not likely. My friend who recommended them had an old, blind, dog with other issues too- they paid her claims when he got sick and passed and she never complained of premiums, she loves them. We started at the same rate. How can I be paying more? It’s a rip off.
Pets Best Customer Care
Hi Lynn, the information you are referring to pertains to different underwriters than what Anne might have. Its important for customers to contact us directly to review what coverage they have. Thank you for your input.
Pets Best Customer Care
Hi Anne, yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. Rates are based on pet’s age, breed, and cost of care in your area. If you would like to go over different options for a lower rate, you may contact us at 1-877-738-7237. Have a good day!
edgar ortega
I canceled my dog coverage with them they refused to cover my dog accident last month claiming the I had wait a year before I can start using their service after I been told different eleven months ago when I first sing in for the coverage they told me to take my dog to get a physical exam by a vet in order to get covered and I don’t have to wait the year and they claim that I never send any info from my physical.
Pets Best Customer Care
Hi Edgar, we are sorry to hear you’ve had a negative experience with pet insurance. We offered the option to reduce the torn knee ligament waiting period from 1 year down to 6 months by having an exam and pet health checklist filled out and signed by your vet in the first 30 days of the policy. Medical records indicate this exam was not done. Unfortunately, this condition is subject to the 1 year waiting period. Let us know if you have other questions.
Kathleen
I wish there was more reviews for this insurance.

I just chatted online with this company for over a hour and got my zillion questions answered. Even better I have it all in writing. They even offered me a better deal on their site then what I found. In the New England area Elite Plan Unlimited coverage, 500 deductible, 80% reimbursement $329.34 for a year. They also include vet visits. You can go to this link( http://www.petsbest.com/coverage). and on the right hand side they have a sample of the policy.

It is so hard to choose because once you choose a company you are locked in for the life of your pet because of the pre existing clause.

j rich
I am only 3 weeks into my Petsbest coverage for my 2 pets and so far, at every single turn, there seems to be either problems of incompetence with in the claims department or deliberate tactics to misinterpret vet notes…. i.e., on my clinic’s legal medical records ( on clinic letterhead), my vet wrote of specific procedures. The vet basically wrote what procedures were performed for which body parts ( dated, and again, on clinic letter head), the claims department requested more medical records because the procedure ” performed” could have been at other vets. Really? Even if it was on my vet clinic’s letterhead?
They keep asking for medical records when they already have ALL OF them FOR THE PAST 2 YEARS. I have asked them to e-mail me all the medical records they have on file so I can e-,mail what they sent me back to them when they ask for records again.
I understand that people with negative reviews tend to write reviews more often than people with positive reviews. I also understand that not every single employee is perfectly trained and competant but.. let me provide this piece of information which I think illustrates how sophomoric their system is.
As a rule, there is only one policy # for a policy holder ( i.e. pet guardian). I have 2 pets. They both have the same policy #. All e-mails I have received only show that one policy # without the pet’s name. When I am asked to call the company for more medical records, I am asked by the representatives which pet I am calling about, my response is ” I don’t know, you’ll have to tell me as your e-mail does not specify.”

It’s 2017. There is no excuse for this kind of systemic confusion… unless they want to purposely confuse the policy holder and run him ragged.

Let’s put it this way: Should your whole family have the same social security #? the same drivers license # even if there is more than one driver? etc…

Im addition, no e-mails are ever signed so one never knows if the person writing back is the same person one spoke with on the phone/communicated via e-mail or someone else who just saw that an e-mail need to be answered and did as such, perhaps not knowing about the entire situation.

Pets Best Customer Care
Hi J, we would like to look into your claim but cant find you in our system. If you would like your complaint reviewed, please contact us at 877-738-7237 or by email customercare@petsbest.com. Have a good day.
NYC10036
I’ve had Pets Best for my min pin for about 3 years now. Luckily, though, the premium has remained pretty low and I have never had to make a claim until this past year. The claim process for the $200 reimbursement was pretty good, and I was happy with their service…until.. I received the renewal notice recently.

The premium has doubled from about $600/year to over $1,200!!! No real explanations are given, besides that “rate adjustments were not based on (my) claims filing history.” That’s just about the biggest BS I have ever heard. So, the premium stays at around $600 all this time, and I make a minor claim, and my premium all of a sudden doubles? I am SO switching to another company.

Pets Best Customer Care
Hello, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. If you would like to go over options for lower rates, please contact us at 877-738-7237 option 1. Have a good day!
Mer
Pet Insurance is property insurance. Why would you as an insurance professional make an analogy to medical insurance, implying it follows medical insurance regulations?
Sarah Y
I used to have Pets Best for all my pets. They got a new underwriter two or three years ago and when it came time for renewal, the premiums on two of my seniors went up over 100% each. They claimed it was due to regional, veterinary fees going up. No way. But yet my younger dogs premiums only went up about 15%. We were with them for a few years and of course now my dogs have pre-existing conditions. You feel trapped. If you look online you will find others who had the exact same thing happen to them. I immediately took my younger pet off the policy and moved them PetPlan. I got two new pets this year and didn’t look back. They are also with PetPlan.
Pets Best Customer Care
Hello, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. Rates are based on pet’s age, breed, and cost of care in your area. We are sorry to see you go and wish you the best with your new company!