Before purchasing pet insurance, I did tons of research. I saw that several companies had given people good prices for their first year but then dramatically increased their premiums in the second year. At the time, Pets Best had a good reputation for NOT doing that. I decided to go with them. My cat is healthy, and I had no claims. But in the 2nd year, my premium increased by 67%, and in the 3rd year, it increased by another 75%. I recently had my first claim for $120. Because of that, at policy renewal time, I won't be able to reduce my deductible at all.

Processing claims takes too long and depositing the reimbursement even longer. It's been five days since you said you were depositing my reimbursement. On the other hand, I do appreciate being able to customize my policy.

I got the wellness plan for the dental cleaning coverage, which is really the only way paying the monthly premium makes sense. The denied my claim, despite the fact that it's covered, claiming that because there was a 25$ extraction it wasn't included in wellness. This wasn't mentioned anywhere in my policy. I never had this issue with lemonade.

I have decided to leave Best Pets due to a series of recurring issues that have been inconvenient and frustrating to deal with, especially considering the long-term impact on my pets’ health coverage. Lack of direct communication with claim handlers: In one case involving my dog, I had multiple vet visits and submitted a main claim with all bills. However, one invoice was left out and submitted later, after the claim was closed. It was then rejected as a duplicate. Despite multiple calls to explain the situation, I was never able to speak directly with the adjuster. Each time I spoke with a different representative, the information was not processed correctly, leading to wasted time and unnecessary frustration. Unnecessary automated responses: I repeatedly received system-generated messages requesting medical records, even though all required records had been uploaded to your platform with each claim. Excessive delays in processing claims: The only reimbursement I received took more than three months to process. Overall, I feel I have paid for a full year of coverage but received poor customer service, inefficient claim processing, and an automated system that creates more problems than it solves. Being forced to constantly call and explain the same situation to different representatives—without access to the person actually handling my claim—has made the process unnecessarily complicated. Unfortunately, this experience has not only caused me to lose confidence in your service but has also resulted in a permanent impact: any future insurer will now consider certain conditions as pre-existing and will never cover them again, despite the fact that I maintained and paid for coverage during this entire year. This is not a decision I take lightly, but I cannot justify continuing with a provider whose processes and communication barriers ultimately harm the very purpose of having pet insurance. Sincerely,

Claim approval was slow Funds transfer slow Coverage was good

Terrible service terrible job terrible all around as per usual I was proven right. Pet insurance is a scam.

Be prepared for significant increases year over year on premiums, and to fight, tooth and nail for reimbursement and processing of claims.

This process was not at all how it has been in the past. It took 18 days for the claim to process and when it was processed I got way less back than I had anticipated. I’m really not happy about the coverage and I am actively looking for different insurance options that will actually be straight forward about their process and apparently the limit they put on a claim.

The claim process is extremely long! It took 2 months to get an explanation back. They always denied the claim because of varies reason. Don’t even try to submit any claim because it will be denied. Worse insurance ever.

I recently had an emergency procedure for my dog, a few months after purchasing this insurance. The whole procedure bill was over $800, which also covered my $500 deductible. After the insurance agency reviewed my claim, all I was refunded was $50. I spend $70 a month for this insurance, and all I got back was a bill that doesn't even cover the monthly payment. Honestly, I think unless you find yourself in a situation where you need to pay over $5000, the pet insurance is not worth it. Within a year of just putting the $70 a month into a savings plan, that alone would cover this bill.