Took a long time to process the payment. Would like it if their network was broader out.

For whatever reason, it has taken an unusually long time to get this claim taken care of. As if today I still have not received my check. Contacting pets best is also quite difficult. Their system either by phone or chat does not result in valid communication. I pay them on time always, I would hope that would be reciprocated.

I had Pets Best for our previous dog and loved it. We rescued a new dog and I her signed up a few days before we got her, knowing we'd take her to the vet for a check up as soon as she arrived. I did not realize there was a 14 day waiting period for all claims ( must have missed that somewhere). It would have been cheaper to sign her up the month before she got here then to have all the claims denied for her 1st visit, since she did end up having worms and needed bloodwork. Hopefully going forward they will start covering things, as they did with our past dog, now that the waiting period was over.

Pets Best is a good pet insurance. I am happy for the most part. My only complaint would be it takes too long to get reimbursed from them. They need to speed up their procedures.

I do not recommend Pets Best Insurance. I had a frustrating and disappointing experience that shows this company lacks transparency, responsiveness, and accountability. I submitted a claim for my cat Kage and was told to provide vet records for a date that never existed. I explained this clearly, provided the only valid records from 2020, and still received repeated emails asking for documentation from periods when we didn’t visit any vet. It felt like a deliberate tactic to deny reimbursement. On March 11, 2025, I canceled the policy via email and phone due to how poorly the claim was handled. I even followed up again by email on March 15 to reiterate my cancellation, stating I could no longer provide “nonexistent records” and that this policy was already canceled. Yet they kept billing me for the next four months—March through June. I called again on June 23, spoke to a rep named Zair who said a manager would review the emails and backdate the refund, and that I’d receive a confirmation email and phone call. Neither ever came. On June 30, I called yet again and spoke with a supervisor, Bassem, who admitted they hadn’t seen the email cancellation and only then confirmed that the policy was canceled. ❗ Additional Red Flag: Pets Best Insurance is NOT BBB accredited, which should be concerning for anyone seeking a reputable pet insurance provider. This was a stressful, time-consuming, and avoidable experience. Pets Best made a difficult time even harder—and I’m still waiting for a proper refund and acknowledgment of their errors.

Claimed they couldn't get medical records but vet had no record of them contacting. Been a member for almost a year, filed my first claim and within 3 weeks got notice that my premiums were going up 30%. Wtf.

insurance is needed for those times when there is really an issue with our pets, however Pets Best is SLOW to respond when they will pay for insured coverage and very FAST when when they don't have to pay. I sent in several claims same day; on those claims they did not pay, they responded within 3 days stating the coverage will be applied to deductible; however one claim that would be covered by insurance, I have not heard from them to date, other than they received the claim.

The cost is low, compared to SPOT, who the majority of my pets go through. I adopted 2 dogs, and one came with Pets Best, so I figured I would try it out with both dogs. I like that I can get unlimited coverage. I like that the one dog could just have their coverage changed to me, and there's no waiting period. I like the coverage for wellness. It seems to be the most coverage available, for the most part. The thing I am currently hung up on is the claims processing. SPOT usually has me paid within a week, not business days, within 7 days total or less. Pets Best has taken a week just to process, and I am still waiting on the payment. This would be my first payment, so maybe it will take a little longer the first time. However, I submitted 2 claims for wellness for 2 dogs and one STILL had not been processed. I haven't seen anything come through asking for anything or explaining why it is taking so excruciatingly long to get a tiny wellness claim paid out. I just submitted another wellness claim for a neuter on the one dog, and an injury claim on the dog that STILL had not had their wellness claim processed and we are going on week two for the wellness claim. Unless things pick up with Pets Best, I will be switching these 2 to SPOT at the end of the year. Paying a little more for less grief would be worth it. I'm hoping they improve and it is just a fluke.

"You can change your policy and premium by making adjustments to your deductible, reimbursement percentage, policy limit, supplemental benefits at any time, and routine care coverage (at policy renewal)." That statement is not true nor does it direct policyholders to review a specific section of the policy dealing with changes to insurance at renewal. In truth, policyholders can only downgrade supplemental coverage -- it cannot be added back into a policy once removed and that includes take-home meds. REALLY, REALLY BIG DEAL. The statement I copied and pasted directly from PetsBest's FAQs on their website led me to cancel supplemental coverage for my dog in last year's renewal as I thought I would be able to reinstate them the next year if necessary. No. Once removed, you cannot add supplemental coverage as confirmed with PetsBest today. That is a big deal. My dog now has Cushings and I will very likely have to put him down because I can't afford $200/month in medication. PetsBest is misleading their policyholders by putting statements like that on their FAQs with no direction to review particular sections of the policy. It should either be very clear that you cannot add coverage like that back in or it should not be in the FAQs to begin with. It is, in my opinion, an intentionally misleading and very harmful statement.

They don’t cover online appointments or prescriptions!