I always get reimbursed the amount I expect. Which is great. What is not so great is that their portal (app or website) for submitting claims hasn't been working for months. It takes an extra 2 weeks to process a claim when submitted via email since there is such a backlog. Please fix this.
You can NEVER speak to a live person unless you're willing to wait 30 minutes, not even chat as they don't give you but a few options, and guess what's not one of them? If you guessed cancellations, ding, ding, ding!
Hands down the best decision we made to help care for our fur babies! Wish we’d done it sooner. Filing a claim took me 3 minutes and the processing time for reimbursement exceeded our expectations. Couldn’t be happier!
I have had to submit two claims recently. One claim was submitted in December 2025 and the second was submitted in January 2026. The app and website did not work either time. I was told to send an email and my request would be worked on in the order it was received. The first claim was handled within their 21 day time frame. When I sent the second claim I made the mistake of assuming that everything would be the same. It was not. I called after almost 30 days and was told that they can’t find it and I would need to resubmit. I was not confident in that answer so I asked them to look into it further. The representative informed me that they would need to transfer me to a different department but assured me that they spoke with the other department and let them know what was going on. When I was transferred I asked the representative if they spoke to the previous representative and they flatly said no and that ai was clod transferred. So, this means that the first representative I spoke with completely lied to me. The second representative was very helpful and apologetic but I requested to speak to a supervisor regarding the first representative that I spoke with. I was on hold for over an hour and twenty minutes waiting for a supervisor. I was finally told that there was absolutely no one in the entire company that I would be able to speak with to voice my frustrations. I have never been told that speaking with a supervisor is impossible. The representative took down my information and told me that they would try to have someone call me back. No one ever called me back. The blatant lack of customer service is astounding. I am waiting for my claim to be complete so I can cancel my policy and move to a company that actually values it’s customers.
Prompt claim reveiw and refund given within 1 week of claim submission.
Fast payment..Easy to understand EOB
I would not recommend this insurance company based on my experience. Claim processing has been extremely slow, and even routine billing seems disorganized — they’ve struggled to process monthly payments correctly.Their website is not user-friendly when it comes to submitting claim documentation, which only added to the frustration. In my case, they required additional documents to move forward with a claim but never contacted me to request them. I only discovered this after calling in myself and waiting on hold for over 30 minutes to speak with support.There are other insurance providers at a similar price point that offer far better customer service and overall experience. I suggest exploring those options before choosing this company.
I have had pets best for over 3 years, customer service is horrible, and on a $800 wellness they reimbursed $200, on a $1200, vet bill the say they are reimbursing $150. This insurance is a scam. $100 per month for three years would have been better in a savings account for my dogs health. Put your money in the bank not in their fat pocket.
Annual Health ApptWe filed a claim for our dogs annual health checkup. While not all of the claim was covered by insurance, a portion was. It was easy to submit the claim on line and Pets Best responded rapidly to the claim.
I always hope that I never have to use it but I'm absolutely elated that I have this coverage for my dog Ruby Rhod. My dobermans have always been a large part of my life as I am every part of theirs. Over the years my dobermans have delt with cancer, cardiomyopathy, diabetes basically every thing that can happen to dogs when they reach their elderly ages and we have always made it a point to make sure that they have the coverage that they needed so we are able to give them the care they deserve. I have had other coverages and Pets Best is by far the best one out here. Thanks for helping keep my furry family together.
I pay quite a bit of money to this insurance and I haven’t put in many claims, but every time I do, they get denied. This is concerning and I am considering to switch companies.
Everyone is willing to help. I get fast friendly service and they answer all my questions.
I've been insured by PB for over 3 years and have found their pricing to be very reasonable and most importantly, servicing on claims to be fast and exceptional. Like all pet insurance, you get what you pay for as I go for max coverage with minimal co-pays.
I switched to Pets Best due to cost and more coverage. However, they take forever to process claims. I started in December 2025 and already had to call multiple times. The main customer service only gives scripted responses. I had to speak with supervisors just to get clear answers. Their website is clunky and not customer-friendly. I consistently get errors when trying to upload simple PDF files from my vet for my claims.
Good response time. It seems I pay a lot more annually than I get in return. Reevaluating.
Our dog has been Pets Best insurance member for over a month now. The mobile app does not allow me to log in to our account. It never has worked. I have deleted the app and reinstalled. Still no access. The website doesn't allow me to logon. It never has. We are getting annoyed and have discussed changing insurance. I have been calling almost weekly to get access but have not been satisfied with results.
I find there's not much change from last year. I believe Melissa had mentioned at the end of last year that there was a technology migration for overall better service. Too me it looks as if the migration is still migrating! The website takes for ever to load and when it does functionality drags. No, it's not my computer. I have high speed internet and a new quality system. That being said the other issue I found is that claims seem to have moved a bit quicker but where is my cash? PetsBest gets their premiums on time regularly but lag in getting mine. Last issue, amount paid per claim, now unless I missed it the amounts paid out haven't changed since I joined. A wellness exam is quite expensive these days and their payout is a small fraction. Hopefully PetsBest will upgrade their tech issues and their payout amounts this year and going forward.
Fast hassle free claims service
Pet Best quickly responds to my submission of a claim and after review sends a check within a weeks time or explains those that are not covered. Excellent service.
I am extremely disappointed with my experience with Pets Best. The claims process has been beyond frustrating. Despite multiple vets sending records several times, they continue to claim they “still need documentation.” It feels like a delay tactic rather than an actual review process.Customer service has been unhelpful and repetitive, with no clear answers and no real resolution. Every time I call, I get a different response, and nothing actually moves forward. When you’re dealing with a sick pet and thousands of dollars in vet bills, the last thing you need is constant runaround and poor communication.I purchased insurance for peace of mind, but instead I’ve dealt with stress, delays, and lack of transparency. Based on my experience, I would not recommend this company.
