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


  • 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


  • $2 transaction fee (waived if pay annually or live in Maryland or Alaska)
  • Alternative/holistic therapies are not covered
  • Average claim repayment has been longer than most during the past year

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 a few weeks, 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
  • Progressive and Farmers Insurance sell Pets Best
  • 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
SpecialistsHerbal remedies
Outpatient careHolistic care
Medical imagingHomeopathy
HospitalizationStem cell therapy
Rehabilitation (in the Plus/Elite plans)Preventative care
Dental trauma
Bilateral conditions (if not present prior to policy effective date)
Behavioral treatments
Foreign object ingestion
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.

Price Per Month$16 ($14 in Washington)$26 ($30 in Washington)
Spay/Neuter - Teeth Cleaning$0$150
Flea/Tick Prevention$50$65
Heartworm Prevention$30$30
Wellness Exam$50$50
Heartworm Test of FELV Screen$25$30
Blood, Fecal, Parasite Exam$50$70
Urinalysis or ERD$15$25
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 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 Terrier Golden RetrieverMixed Breed Cat
Age4 Months4 Years2 Years2 Years
LocationMiami (33114)New York City (10006)San Francisco (94107)Chicago (60615)
Reimbursement Level80%80%80%90%
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

Pets Best vs Other Companies

See what the key differences are between Pets Best and other leading pet insurance companies.

Pets Best vs Healthy Paws

  • Pets Best offers $5,000 or unlimited claim limits, while Healthy Paws offers unlimited.
  • Healthy Paws has a longer waiting period for hip dysplasia at 12 months vs Pets Best’s 14 days and a shorter ACL waiting period at 15 days vs Pets Best’s 6 months.
  • Both companies were consistently among the least expensive when we ran quotes, but Pets Best is often slightly lower in cost.

Compare Pets Best and Healthy Paws

Pets Best vs Petplan

  • Pets Best was consistently among the least expensive when we ran quotes, while Petplan was more towards the middle or high end.
  • Pets Best has a shorter 14-day waiting period for hip dysplasia, while Petplan is 6 months.
  • Petplan’s underwriter (XL Specialty Insurance Company) has an A rating A.M. Best, while Pets Best’s underwriter (American Pet Insurance Company) is unrated.

Compare Pets Best and Petplan

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 work has appeared in many notable brands, including The New York Times' Wirecutter, Reader's Digest, Forbes, People, Woman's World, and Huffington Post.

Kimberly's 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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September 21, 2020 9:26 am

Well, my first experience doesn’t seem great. I had Healthy Paws with my last pup and the completed claims with in a week tops! I filed a claim almost a month ago with Pets Best and the status still says “received “. I might look for another company if this is any indication how business is done with them.

Shalabh Saxena
September 4, 2020 12:27 am

My first experience with the 24/7 helpline and it was NOT a great experience. The first time, the call got disconnected and the technician did not return the callback. I got ahold of her in the chat and got generic advice to watch for the symptoms and take to the vet tomorrow. With a small dog like ours, 12-24 hours can be critical, and the only reason we took Pets Best was due to the 24/7 helpline. But if the helpline is only going to give generic advice and not help in deciding whether to take the pet to ER or wait until the vet office opens, then this service is not much use to me.

Pets Best Customer Care
September 17, 2020 10:28 am
Reply to  Shalabh Saxena

Hi Shalabh, we are sorry to hear you had an issue with our third party 24/7 help line. We hope your experience with Pets Best has been positive.

August 15, 2020 8:12 am

Thank you for all of these reviews. I was about to sign up for Pet’s Best over Healthy Paws but will be rethinking that completely based on the information in these reviews.

Pets Best Customer Care
September 17, 2020 10:29 am
Reply to  liz

We are sorry to hear we are not the company for you. We wish you the best with your new company.

August 24, 2020 8:37 am
Reply to  liz

Great decision! It is virtually impossible to get in contact with this company! I will NOT be renewing my policy once expired.

July 24, 2020 1:10 am

I brought home my Sphynx kitten on June 7, 2020. I went online and researched pet insurance and went with Pets Best. I took my kitten in for a checkup on June 8, 2020. My kitten had a cold and was sent home with meds and was given an antibiotic injection. I filed a claim, but due to my own mistake, was denied because I had to wait 14 days. On July 7, 2020, my grandson accidentally stepped on Streaker and broke his hip. I did not have $1,900 to pay for the surgery but I love my little guy. I am still waiting for my claim to be processed. I have talked to PetsBest on the phone 2 times to see if they needed anything and they were very compassionate. I feel the time we are living in at this time with Covid-19 I can understand why it may take a little longer. I have faith in PetsBest.

Pets Best Customer Care
August 19, 2020 3:02 pm
Reply to  ROBIN

Hi Robin, you did not have to wait 14 days. Illness that occurs prior to the end of the 14 days is simply not covered. You would have had to pay out of pocket. The policy will cover issues that originate after the end of the waiting period. We hope your kitten is doing better.

September 1, 2020 2:50 pm

I’ve been reading the responses to some of these posts and they’re very snarky by Pets Best Customer Care. I was considering signing up with them but not now. For instance, the representative that replied to Robin did not read her post properly in my opinion. Robin said she made a mistake initially within the 14 days. The rest of her post was about the incident where Streaker was inadvertently hurt by her grandson and she was waiting for reimbursement and expressing confidence in your company. This reply shows me that your company has an inferior customer service department. The few responses that your company has made toward people has shown me not to go with you or with your company.

July 15, 2020 6:04 pm

Two months into this insurance and I am sorry I left Healthy Paws for a better rate. My first claim already denied and it takes forever to get customer service. The online chat feature never has a live person – it is always leave a message.

Pets Best Customer Care
August 19, 2020 3:03 pm
Reply to  Jacqueline

Hi Jacqueline, if you filed a claim that was not eligible for coverage then it would be denied. However, you are always welcome to file an appeal if you disagree with the claim decision. Have a nice day.

Oleg Goncharuk
June 13, 2020 5:51 pm

Petsbest do not pay the claims, keep away.

Pets Best Customer Care
June 17, 2020 9:37 am
Reply to  Oleg Goncharuk

Hi Oleg, we are sorry to hear you had a negative experience. Pet insurance is meant to cover issues that are new to the policy. The condition you claimed, originated 2 weeks prior to the effective date per your veterinarian’s records. If you disagree, we recommend speaking with your vet. You have the right to an appeal.

Stephanie C
March 23, 2020 9:54 am

We were about to get Pets Best for our healthy dog, but after reading these reviews it seems like I will be either going with another insurance company with better reviews. Thank you for providing this forum to allow readers to make informed decisions!

Pets Best
March 26, 2020 12:26 pm
Reply to  Stephanie C

HI Stephanie, sorry to hear you didnt give us a chance. We wish you luck with the company that is right for you.

Michael N
March 9, 2020 3:39 am

DO NOT BUY THIS INSURANCE! Given my experience, I have to say this is probably the worst insurance agency I’ve ever dealt with in my life. I have open complains with the BBB and CA Department of Insurance against them, and I’m contemplating litigation at this point since they seem to not give a flying rip about me.

My decent into pet insurance hell began on Christmas Eve of 2019, when my dog began vomiting uncontrollably. The vet diagnosed my dog with a possible bowel obstruction and he also noticed a suspicious mass, so my dog underwent an exploratory abdominal surgery and had the mass removed and biopsied. What a Christmas! I don’t have a wife or kids, so this dog is like a child to me.

My dog’s bowels were cleared, but the mass turned out to be an aggressive mast cell cancer. This led to many follow up visits and medications that cost several thousands of dollars.

To start off with, Pets Best said it would take them a MONTH before they even bothered to look at my claim. So I had to eat thousands of dollars in medical bills with the expectation that I would possibly get reimbursed over a month from the time they were filed.

Well, a month goes by and they finally get around to looking at my claim. I get a nice little rejection letter by email in the middle of the night on a Friday (so I have to wait the entire weekend before I can talk to anyone) telling me that my claim was rejected because my vet wasn’t giving them the required medical records.

So of course I call my vet and make sure all the appropriate records were sent, then call Pets Best to confirm they got the records – and Pets Best said they did! Yet they continued to reject my claims saying they never got my records! I’ve called repeatedly both my vet and Pets Best trying to clear this up, same response every time.

This nonsense is still going on today! I just got another rejection record for my last claim on 3/2/2020 for the same reason. I still haven’t been paid for the initial claim on 12/24/2019! This business is a scam!

I’ve filed complaints with the California Department of Insurance and the Better Business Bureau against them. I’m giving them time to respond to those complaints before I open litigation against them. These people need to be shut down.

My claim aside, the way I was treated by them was also outrageous. When they reject your claim, they do so by issuing an automated email, typically in the middle of the night when they know you can’t reach anyone, instead of notifying you by phone, so you can’t dispute it with them directly.

I tried getting the contact information for their VP of claims or the GM and they refused to let me talk to them.

When I tried to escalate my issue up the chain of command over the phone, they transferred me to a supervisors voice mail who never bothered to call me back!

This place is a joke!


Update: So Ali here gets back to me and says they are missing some specific records from a vet I visited back in 2018. None of the other customer service agents I talked to ever mentioned this to me. This is the first I’ve heard of it! I asked SEVERAL customer service agents REPEATEDLY if there was anything missing and I was told NO! I had to post a public Yelp review before they bothered to tell me what they were even looking for!

So here we go again! I called my old vet and they said they don’t have the records that Pets Best is looking for. My old vet said they faxed over all the records they have on file, so now my old vet has to try and figure out a way to amend finalized notes from years ago to satisfy Pets Best. This is crazy.


Update: Their Assistant VP of sales just got back to me after I filed all of these complaints and went public with my problems. She has assured me that she is personally looking into the case and will work with my vets to get the information they need. Hallelujah!

The question you have to ask yourself is, why didn’t they work with my vets to get this resolved in the first place?! Why didn’t they tell me specifically what records they were looking for when I called the last several times? Why do they send automated rejection letters instead of hold notices that explain exactly what information they feel is missing?

While I’m supremely grateful that I finally have senior management looking into my case, I have to question what kind of operation they are running over there.


Update: You’re not going to believe this one! They finally finished reviewing my case. They claimed the exploratory abdominal for the suspected bowel obstruction… was wait for it… DENIED – BECAUSE THEY SAID IT WAS ACTUALLY A SURGERY FOR A PRE-EXISTING LIVER CONDITION!!!!!! – No, I’m not joking. I swear! I really need to sue these people. These people are disgusting.

Pets Best
March 9, 2020 10:28 am
Reply to  Michael N

Hi Michael, received records were reviewed which indicate the claim you filed was for a condition that originated prior to coverage. If you disagree with your medically trained veterinarian’s observations, you are welcome to file an appeal. Have a good day.

G Morgan
March 5, 2020 12:17 pm

This company has denied all but one claim by trying to say it was a preexisting condition. They will label ANYTHING they can as a preexisting condition just so they won’t pay it. They literally told me “A lot of people get denied.”

The first claim they denied is because they said that “the vet used the exact same medication to treat a UTI previously so your claim is denied now because he has a stress induced cystitis flair up.”

The UTI was treated with an antibiotic and a pain killer. The cystitis a month later was treated with a pain killer so they called it the same. The vet even noted in their medical record the second one was due to stress.

I let that go but I shouldn’t have.

A few months later, out of the blue, my same cat got blocked and I had to rush him to the vet.

They found it was just a mucus plug. They flushed it out and had him stay in the hospital for 3 days. They prescribed him Prazosin just in case for when he went home.


This all came to about $1780.

I paid $800 to the vet up front to the do the procedure and the prescription, and the vet filled out a reimbursement form for the balance because THE VET said “He had not be hospitalized before, nor had a plug before so they shouldn’t have a problem reimbursing this.”

It took over 30 days for any of these claims to be looked at.

LO AND BEHOLD, TODAY, EVERYTHING WAS DENIED. They told me it was a preexisting condition all because it related to the same body part.


First they tell me it’s because the medication was the same, now they’re telling me it’s because it’s the same body part.

Then they tell me if I want to dispute it, it’ll take AN ADDITIONAL 60 DAYS TO BE REVIEWED.

Pets Best
March 9, 2020 10:30 am
Reply to  G Morgan

Hi G, received records were reviewed which indicate the claim you filed was for a condition that originated prior to coverage. If you disagree with your medically trained veterinarian’s observations, you are welcome to file an appeal. Have a good day.

Francine S
February 27, 2020 8:28 am

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.

G Morgan
March 5, 2020 12:16 pm
Reply to  Francine S

The exact same thing just happened with my cats. I’m out of $1780 messing with Pets Best!

Pets Best
March 3, 2020 12:16 pm
Reply to  Francine S

Hi Francince, medical records are requested to process claims. If your vet indicates your pet has allergies and the ear infection is attributed to allergies and therefore not covered. If you disagree with the decision made by your vet’s records, you are welcome to file an appeal with supporting documents.

Jared Chassen
February 25, 2020 6:39 pm

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.


Pets Best
March 3, 2020 12:17 pm
Reply to  Jared Chassen

Hi Jared, Hi Jared, we understand your concern. For accuracy, we request medical records to determine if a condition is eligible for coverage. When medical records are not received, claims cannot be processed. You are welcome to resubmit with the requested medical records for processing. Have a good day.

Kirsten Shaffer
February 25, 2020 5:18 pm

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”.

Pets Best
March 3, 2020 12:20 pm

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.

Pets Best
March 3, 2020 12:18 pm

Hi Kirsten, 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.

Amy Ginsburg
February 20, 2020 2:50 am

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.

Pets Best
March 9, 2020 10:25 am
Reply to  Amy Ginsburg

Hi Amy, if you have questions about our company you are welcome to contact us directly and speak with a licensed agent regarding your concerns. Thank you for considering Pets Best.

July 8, 2020 10:16 pm
Reply to  Kimberly Alt

I just signed up for Pet’s Best not even one week ago and I’m already feeling like it was a mistake based on these consistent comments. Are you able to assist me in finding the best fit for my puppy’s insurance?

July 10, 2020 3:12 pm
Reply to  Mandi

Same here. I do feel like the sites reviewing pet insurance need to put more weight into real reviews and real customer satisfaction experiences (positive and negative) a lot more than just the line item comparisons of price/coverage/tech/timeliness.

The customer service and reputation scores don’t seem to really tell the whole picture right now and probably should be weighed into the overall score or top 3 rankings more. Maybe these top 3 are the best of the worst, I don’t know. Maybe the “4 paws” score, should be 2 or 2.5 though based on a more analytical review score category?

Seems like Figo and PB should be dinged more, based on real-life reviews of what’s happening out there recently. Great top 3 reviews of the material stuff (not just on here, but other sites too), and yet there are A LOT of negative reviews/experiences with all these insurers it seems? Very frustrating industry to research before you buy too!

This site is by far one of the Top 2 most informative though and it’s much appreciated how much time and detail you all put into this to try and help people make heads or tails of this apples to oranges industry!

July 15, 2020 6:09 am
Reply to  Kimberly Alt

He’s a 13 week old German Shepherd/Husky mix. No preexisting conditions except surviving Parvo a few weeks ago. Obviously, with the large breed, I’m most concerned about knees, hips, cataracts, and cancer, and surgery, treatment, and rehab/therapy costs associated with the orthopedic concerns (and chemo if needed, God forbid!) My friend has been very satisfied with Healthy Paws for her giant breed, and has never had a claim denied. But their quoted cost for my puppy is the same as her cost for her 9-year-old (which just increased this year for the first time since he was a puppy). So I’m also obviously concerned about the annual cost increases so I looked into Trupanion, but in all honesty, their monthly cost is more than I pay for Medical insurance for my husband and I combined.

July 16, 2020 1:28 pm
Reply to  Kimberly Alt

Yes, all my concerns in this thread have been about Pets Best.

Angela Neeld
February 12, 2020 3:21 pm

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
February 18, 2020 12:49 pm
Reply to  Angela Neeld

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
February 12, 2020 11:47 am

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`
February 18, 2020 12:49 pm
Reply to  G Mo

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
February 11, 2020 8:40 pm

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`
February 18, 2020 12:48 pm
Reply to  John Graff

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.

January 16, 2020 3:34 pm

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
January 29, 2020 6:49 pm
Reply to  JBlack

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
January 11, 2020 2:38 pm

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
January 29, 2020 6:47 pm
Reply to  Jen Park

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
January 9, 2020 3:01 pm

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.

March 16, 2020 12:46 pm
Reply to  Bohdan Skrypka

Hi Bohdan, the reason the claim was delayed is because your vet took a long time to submit medical records required for the claims to be processed. Let us know if you have other questions.

Bohdan Skrypka
January 10, 2020 9:59 pm
Reply to  Bohdan Skrypka

After 40+ days, my application was reviewed, so I take my words back. Insurance company works honestly, but very slowly

Brian Lapas
December 31, 2019 2:36 pm

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
January 29, 2020 6:52 pm
Reply to  Brian Lapas

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
February 9, 2020 12:32 pm

that’s exactly the response I didn’t want to see. Arrogant and condescending.

Devin Cummins
December 18, 2019 4:21 pm

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
January 29, 2020 6:50 pm
Reply to  Devin Cummins

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.

December 2, 2019 9:00 pm

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
December 13, 2019 10:35 am
Reply to  Lauren

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
December 18, 2019 4:27 pm

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
November 26, 2019 4:17 pm

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
December 13, 2019 10:38 am
Reply to  gregory short

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.

October 30, 2019 1:29 pm

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
November 5, 2019 11:14 am
Reply to  michiko

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
October 12, 2019 11:28 am

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!

Devin Cummins
December 18, 2019 4:31 pm
Reply to  John Doe

John this totally suck, so sorry. I agree this place is a total scam. They do anything to not pay out!

Pets Best Customer Care
November 5, 2019 11:11 am
Reply to  John Doe

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.