I have been working with you guys to get a claim paid for over a month now. Everytime you requested additional information, I responded with that information far within the allotted time given, yet you still denied the claim for not responding to your request. So Frustrating. Now over a month later I am still trying to get the claim reviewed. Not the best experience.

My claims are not being processed in a timely manner. A couple have been overlooked and when I follow up on the status I am unable to get an answer.

There have been instances where eligible claims were denied and it was only because I called to query that I was told it was being “reviewed” by a machine, I assume AI. Because I called the claim was reviewed by an actual person and approved. It also takes several days sometimes 3 weeks before a claim is addressed. Neither of these occurrences is acceptable.

The process was easy. A lot of basic things not covered.

Service is worse since they farmed calls to the Phillipines. They couldn't even tell me if my deductible was used up and put me on hold for 15 minutes. I called back, asked for a supervisor and was put on terminal hold again. It's as if they are trying to STICK IT TO THE AMERICANS!

We paid $60 a month for what turned out to be completely worthless insurance. When we rescued our dog—literally off the street after someone abandoned her—we did it out of compassion and the hope that we could give her a better life. We signed her up for Pets Best thinking we’d have some support for her medical care, but when it came time to file claims related to her heartworms, they denied everything. Their reason? They claimed it was a pre-existing condition and that we were somehow aware of it before we got her insured. That is blatantly untrue. We rescued her, with no medical history, no background—just a dog in desperate need of help. Pets Best showed no compassion, no common sense, and no intention of doing what insurance is supposed to do: help people care for their pets. This company is more interested in taking your money than actually providing support when it matters. Don't waste your time, and definitely don't waste your money. If you're trying to help a rescue animal like we were, look elsewhere—this company will leave you hanging.

I have been battling with the company to be reimbursed for a groin tumor removed from my dog’s thigh. They denied it because they said it was the same as the anal skin tag diagnosed 2 years ago. I do not get return calls, I am passed from person to person and left on hold endlessly. I have provided a photo from the vet clearly showing the surgical site and stitches, along with the skin tag that is still there on a different part of the body. It is bad enough to have your dog diagnosed with cancer, but to fight for the proper reimbursement is so frustrating and upsetting.

Slow, covered half of procedure. Better off self-insuring given premiums to benefit.

It’s hard getting insurance for your older dog when another insurance company cancels for no reason. And then the new one won’t cover anything that he had in his whole lifetime. Even if it’s been over a year since he was treated. I feel like with older dogs it’s just hard to get good coverage. I pay a lot to insure him and they find anything way they can to NOT cover the service.

Changing my address doubled my premiums!