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.

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!

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.

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

I’m sharing this review in hopes of sparing another pet owner from the difficult experience we had while filing a claim with Pets Best Insurance. Our dog, Luna, has a pre-existing condition (seizures), which we fully disclosed to Pets Best before obtaining coverage. Recently, Luna experienced a water submersion incident that caused respiratory distress. She was treated by both our primary veterinarian and an emergency veterinary hospital. Pets Best covered the initial visit that morning, but denied coverage for the emergency hospital visit later that same day — the more significant portion of the expense. Their justification was that Luna’s fall into the pool was caused by a seizure, a pre-existing condition, despite there being no clinical evidence of a seizure. In fact, the emergency veterinarian who treated Luna provided a written statement confirming that nothing indicated she had experienced one. Unfortunately, Pets Best chose to disregard that professional assessment and instead based their denial on a speculative comment my wife and I made, acknowledging Luna’s medical history and uncertainty about whether a seizure could have played a role. In other words, Pets Best chose to rely on hearsay over the documented medical findings of a licensed veterinarian. We understand that insurance companies must evaluate claims carefully, but this decision felt both unfair and deeply disappointing. From a business perspective, it’s also puzzling — had they covered this claim, they likely would have recouped the cost through our premiums within a year. At the end of the day, we’re simply devoted pet parents advocating for our girl, who can’t speak for herself. Pets Best presents itself as a company that supports and protects pets and their families, but our experience suggests otherwise. I encourage anyone considering this company to do thorough research and find an insurer that truly prioritizes the well-being of your pets as much as you do.

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.

So far ASPCA Pet Health Insurance is not paying treatments that should be covered, not communicating about what is needed in order to pay a claim!!! Just declining saying unable to obtain medical records from the veterinary clinic?!!! Then why didn't they ASK ME for it?!!!

I have always had a positive interaction on the phone. When applying for my most recent pet I was told they would call back to get me enrolled so the waiting period would be done by the time I had our new dog. They did not follow through. Then today I found out where their policy says they do not cover exam fees this means ANY exam - not just wellness exams. So the fee you are charged for a specialist to evaluate? On you. ER visit fee? Yours. It isn’t included in the money for your deductible. And I didn’t find this out until two of my animals are in need of expensive care around the same time. So I can’t even switch insurances because now there will be preexisting conditions.

Failed to payout simple inexpensive claims.

They have canceled several claims and have not responded to the replies. They take more than a week to respond to an email, and after denying your claim, they string you along for days and then refuse to accept the re-claim.