The claim process that I most recently was involved with left much to be desired. The communication was terrible and my requests for an email or telephone response were slow to non-existent. I sincerely hope that going forward the claim process is better or I will be looking for other insurance options.

I recently filed several claims with Pets Best and much to my dismay, they denied a series of x-rays due to a pre-existing condition but the X-rays were taken for a lump on my dogs belly. They assumed the x rays were for her hip but the SOAP notes very clearly state it was for her chest. When I brought this to their attention, their customer service rep Julia tried to help me out and get them to review it, but instead of the claims department owning their mistake, they said I must file an appeal which will take 90 days. So now I must file an appeal and essentially send in documents I already sent them , in order to get them to fix THEIR mistake. Very very very disappointing.

I adopted a dog on 11/1/2024. Prior to adopting the dog, I had to set up a vet intake appointment to prove to the shelter that we would have a regular vet. I set that appointment for 11/17 a few days before going to adopt my dog. On 11/14, I started a Pet’s Best policy after spending some time reviewing options—3 days before our intake appointment so the policy would be active in time. At the same time, my RECENTLY ADOPTED DOG WITH NO HISTORY OF PAIN, started showing signs of hip or back pain. I didn’t know if it was an injury or a chronic problem, so I asked the vet what to do. They let me know since she was still eating/drinking/pottying and walking I could wait until our appointment. At that appointment, we discussed testing some meds and getting some imaging done. In December, I had an immunization appointment where I also picked up meds. They denied the claim because the “undiagnosed lameness” presented in their stupid 14 day window. Then, when I got imagine done in February, they denied that claim, too. Again, I had this dog for TWO WEEKS when I started a policy for her. But because she started presenting with symptoms at the same time, for the REST OF HER LIFE, her hip dysplasia claims will be denied. This is an absolute discouragement to adopt, and especially to adopt older or medically complex dogs. Mabel is around 2, and I had no expectation she would be medically complex… But now the policy I got for her so she’d be well cared for even if money was tight won’t cover her biggest need. If I find a policy who will cover her (now diagnosed) hip dysplasia, I will leave Pet’s Best in an instant. They love money, not pets.

I have had Pets Best for over 4 years. I never had pet insurance but got it when I got my greyhound. I initially picked Pets Best as they were partnered with Care Credit. She is very healthy and I have thankfully not had any issues with her health which makes me question the expense of pet insurance. However, I adopted a senior greyhound, who was re homed to me. I got a Pets Best policy on her and although it is very expensive due to her age, it has been a godsend. She was attacked and spent several days in the emergency vet to the tune of thousands of dollars. It was such a relief to have Pets Best reimburse the majority of the cost. As a former professional athlete, she benefits from acupuncture and laser therapy, Pets Best covers the majority of those costs. I am able to choose what coverage is right for each dog and when the Pets Best representatives have been very helpful in choosing coverage and giving payment options. Finally, Pets Best is usually very prompt with their explanation of benefits and payments.

I'm sorry I left my other pet insurance for Pet's Best. I'm paying a monthly premium and my cat got sick. They haven't paid a dime to me plus they won't reimburse for his medicine.

1. We got my dog three years ago, and when he was a baby he ate some trash and threw up, so we took him for a quick vet visit that lasted maybe 30min. 2. We signed up for Pets Best 2 years ago. 3. Earlier this year he was diagnosed with a genetic immune system disease that affects his bowels, and he will need to be on immunosuppressants and other medications permanently. Pets Best denied over 30k in claims relating to this illness because of the emergency vet appt. 3 years ago, citing that he "had pre-existing conditions relating to his bowels." While I now know that Pets Best team is dishonest and fraudulent, I am hesitant to switch insurance providers because now he definitely would be entering a new insurance company with a pre-existing condition.

We signed up for pet insurance a year ago. We got denied our claim the first time we had to use it. You are better off putting money in savings for pet insurance than paying for a corrupt business that chooses what it wants to pay. My dog had NO pre-existing condition. My dog got his first ear infection, and he was denied. Now, we lose money paying monthly pet insurance and a vet bill. Do you think they would offer us a refund? Absolutely not! SCAM SCAM: The best advice I can give is to avoid this company.

I'm a current subscriber and as soon as I hit my deductible; I plan to unsubscribe from this pet insurance and at this point all pet insurances. The amount I spend on a monthly basis is enough for me to save up for my senior dog's expenses because in the time I've been a subscriber, they have reimbursed me maybe $100. It makes no sense for me to pay hundreds to my vet and hundreds to Pet's Best. Everything is somehow not covered and they find a way to put the reimbursement amounts back into their own pockets.

Pets' Best website clearly states that *all* policies cover veterinary behaviorists, yet they refuse to cover claims involving veterinary behaviorists if you don't buy a special rider to cover office visits. They claim it's not their fault their website contradicts their policy documents, so they don't have to honor it. And you can't purchase the rider to cover office visits without canceling your existing policy and starting a new one that excludes pre-existing conditions, and no other insurance company will cover pre-existing conditions either, so you're stuck with a useless policy. If they don't stand behind their own claims on their website for this issue, you can be sure they won't stand behind other assurances they make. Avoid.

My pet had allergies before, and the recent claim was for an illness/ infection she was given antibiotics. Then vet recommended do to tests for thyroid disease and cushings disease, she was diagnose with probable cushings disease and all the test done was denied die to "Pre-existing condition" even tho this is the first time she was treated for thyroid and cushings disease. They came to the conclusion that it's related to her allergies! .... Healthy Paws Insurance is the was to go.