I had Pets Best insurance for a very limited time. I signed up for a policy in January of 2025 and shortly after, in February, my cat began exhibiting some strange behaviors. After a trip to the vet, they had diagnosed her and treated for hyperthyroidism. Pets Best denied my claim citing that documents had not been received after I had submitted all relevant documents via email and via their online portal. They did not provide any useful feedback to help process the claim and some of the representatives were pretty rude over the phone. A few months later, after fighting to get my February claim processed, my cat took a turn for the worse and was diagnosed, over a three week span, with an inoperable brain tumor. Pets Best processed the claim at an extraordinarily slow pace (which they said was not their standard speed, but happened to be the speed at which they processed every single one of our claims) and at the end denied coverage citing that the brain tumor was a pre-existing condition. Setting aside the logic that a brain tumor simply cannot be a pre-existing condition, they were saying that the behaviors that dictated their decision to deny coverage were stemming from her hyperthyroidism (which, again, they covered after her visit in February). I had to gather written statements from her veterinarians, all of her medical records and file an appeal with Pets Best in order for them to finally process the claim and pay what they owed. In my opinion, Pets Best went as far out of their way as possible to avoid paying what they owed and hoped that I would be too aggravated by the process to pursue the reimbursement. I ended up spending the last month of my pets life arguing with insurance and stressing about how to pay for her medical care because the team at Pets Best did not prioritize the care of my cat. I could not recommend against starting a policy with Pets Best with more of my heart. In denying coverage and creating such stress for our family financially, they robbed us of time that could have been spent caring for our pet in her last few weeks.

RUN from Pets Best. They get you in and once you submit claims they just keep sending you premium increases till you leave. I started out sooo happy with them and had premium of $56/month for both my dogs, then one dog got sick and needed care. They proceeded to increase my premium by double! Now only a few months later, I just got another notice that they increased my premium by another $72 /mo. So - in a matter of one year, they went from $56 to $176/mo for the exact same policy! They claim increases never happen as a result of claims. RUN

Pets Best raised our rates substantially (more than doubled) in less than 5 years. Given that clients are stuck with a pet insurance company after signing up or risk having them exclude any "existing conditions", they are taking advantage of us. This is an unethical business practice, and we are seriously considering cancelling and just having a pet savings account.

I will say it’s my fault for not reading the fine print. I have accidentally insurance. Pets best has always been great they’ve covered tooth fracture, obstruction surgery etc. my Doberman hurt his leg and had to get ACL surgery which is ACCIDENTAL. They did not cover the surgery. This is a common surgery for animals and you would think they would help to accommodate their customers during times as difficult as this.

Got got our dog on 7/2, applied for pet insurance 7/3, noticed our dog was scratching his ear alot, had an infections- found out on 7/14 and my claim was denied bc it wasn’t past the 14 waiting trial! 3 days really makes a difference! When I paid the first 6 months up front!

You cannot submit a claim for multiple illnesses or accidents on one claim. Representatives provided conflicting information when calling to request information. Request for instructions on what was needed in writing was not honored. It took two months to process one claim.

The employees lie about receiving documents to delay or reject claims. The customer service employees are extremely rude and will hang up on you. The company is extremely slow at paying out claims and processing claims, tho claim "they are the fastest", I have over 8 years from a different pet insurance company proving they are not the fastest. They make everything so difficult and problematic. They are liars and I would never recommend anyone to sign up for Pets Best for pet insurance. They are a disgrace and disappointment!!!

I am contemplating moving my policies if all 3 of y dogs as y golden retrievers claim was denied due to them saying it’s routine care. This is a chronic problem my vet and I are trying to remedy. It is not routine care. And they they said the medication is not on their “list” so at this point everything has been denied including the testing. No point in having it if they deny everything. So disappointed

They kept raising my premiums and denied my claims save ypu money and bamk the premiums

Company is very hard to work with Customer service stinks