My previous claim was denied for reason I didn’t understand. Now, I can’t give positive feedback yet because I’m not sure if they will approve it. I’m considering stopping or switching to another company if nothing will be covered on this one . I had been paying premiums for more than a year now which I could use to cover the expenses.

I have had coverage with my dog since I brought him home 9 years ago. Apparently the coverage lapsed last year because I pay by the year not the month and it was not automatically taken out. I did not know this until today. Very poor customer service in my opinion. They should have notified me more than once that the coverage was lapsing. They said they sent 1 letter which I never received or I would have immediately called and renewed it. I feel like they were trying to get out of covering him.

I got a letter indicating that my dog has preexisting conditions. He is a healthy 3 year old.. no issues. I am concerned, take him to the vet with the letter and vet say… he doesn’t have those issues.. so buyer beware…let me be more specific. I volunteered to have x-rays of my dogs hips and lower back when I got him neutered. The doctor didn't see any concern but the radiologist said...the "Might" the one word excluded any coverage of of hip joint issues...period....doesn't matter if it has nothing to do with a degenerative disease. So my understanding if he hurts himself or by a accident...those hips have no coverage... even thought there was nothing wrong with him and I did the x-ray as voluntary because AKC keeps data bases on purebreds. The word MIGHT on one hip is grounds for lifetime exclusion. Second issue a vet, not his regular mad a comment about tarter...embrace said I have to get his teeth cleaned to have teeth covered...I show the vet and ...the VET SAID she WOULD NOT perform a cleaning because he does not have tartar he has stains on two teeth, I brush his teeth every day, clean his ears, brush his coat, Dremel his nails...I go over him every day... So I can't get his teethe clean, which as stated he does not need...but his coverage is excluded..so the insurance company diagnose and assigns treatment mandates with out verifying or conferring that those issues NEVER seeing it for them self's and I am not sure adjuster are veterinarians. Just be aware, any word like "Might", "maybe", "possibly"..etc. words like that, will cause exclusions in the policy. Just know... I think this is important for understanding. There was know not covered for 6 months or some other time period...I could be wrong and would love clarification... are this exclusions forever or for a time period?

I tried to cancel and first off, there is no where on the website to do so. I called, they transferred me to the worst sales person of all time. Incredibly pushy and would not let me off the phone. Got legitimately upset with me that I refused to continue services with him. One of the strangest conversations and most uncomfortable.

My puppy has not had any issues except coccidia but Embrace's VT read in her health history that her ears were a little red but there was no infection. So now she is asserting that an ear infection that occurs within one year of pink ears would be considered a pre-existing condition. This is wrong! It is just an excuse to not cover ear infections in the future when there has not been an infection at all. I will have my vet address this incorrect analysis. But the point is that I should not have to go through this from someone that has never even seen my puppy.

It's a huge ordeal to get anything covered. They often misassess claims and deny things that should be covered under my policy, requiring me to fight for coverage, which is a slow and often unsuccessful process. I would have saved more money just paying for my dog's medical expenses outright, rather than paying for this insurance, which hardly covers anything

My cat ate a shoelace and had an intestinal blockage and had to have surgery. My vet handed me a flyer from Trupanion before the surgery and said to look into it. The flyer says, "Instant coverage with no waiting period...""This offer is available for all cats and dogs under 14 when activated within 24 hours of a veterinarian exam". I'll go ahead and finished saying what they don't do you don't waste your time here. The exam must provide your animal with a clean bill of health. I submitted a claim (which they can't find) and was denied coverage due to our being a preexisting condition. No reason to be so misleading! What a colossal waste of my time. I canceled my policy. I'll look elsewhere for pet insurance.

This company has zero ethics. 2nd time around as a customer and both times they eventually raise the rates rapidly without much warning. I cancelled their service the first time because of it and will do it again. Also painful to submit a claim they drag it on and on with requests for info they already received just to wear you down in the process.

Bad to have no help

I deeply regret switching to Pets Best from Nationwide—this has been the worst pet insurance experience I've ever had. The biggest issue is their claim denials; a significant majority of the claims I submit are rejected without clear justification, making it feel like their priority is avoiding payouts rather than supporting pet owners. On the rare occasion they do approve a claim, the reimbursement process is painfully slow, often taking weeks before I see any funds. This delay is frustrating, especially when dealing with urgent veterinary expenses. Having been with multiple pet insurance providers, I can confidently say Pets Best has been the most disappointing in terms of reliability and efficiency. If you're looking for peace of mind and timely coverage for your pet, I strongly recommend exploring other options. My experience has been nothing short of frustrating, and I truly regret making the switch.