Scam. Adopted a dog from the Humane society and signed up for coverage the same day. Had a vet visit the next day and the claim was denied bc my policy ended the day before the visit. How? No one to talk to. Don’t waste your money.

Every time I submit something, they tell me that it’s not covered. I’ve been spending money on this insurance for so many years, and it’s just been $$ down the drain while I pay full price at the vet.

I do not recommend Pets Best Insurance. I had a frustrating and disappointing experience that shows this company lacks transparency, responsiveness, and accountability. I submitted a claim for my cat Kage and was told to provide vet records for a date that never existed. I explained this clearly, provided the only valid records from 2020, and still received repeated emails asking for documentation from periods when we didn’t visit any vet. It felt like a deliberate tactic to deny reimbursement. On March 11, 2025, I canceled the policy via email and phone due to how poorly the claim was handled. I even followed up again by email on March 15 to reiterate my cancellation, stating I could no longer provide “nonexistent records” and that this policy was already canceled. Yet they kept billing me for the next four months—March through June. I called again on June 23, spoke to a rep named Zair who said a manager would review the emails and backdate the refund, and that I’d receive a confirmation email and phone call. Neither ever came. On June 30, I called yet again and spoke with a supervisor, Bassem, who admitted they hadn’t seen the email cancellation and only then confirmed that the policy was canceled. ❗ Additional Red Flag: Pets Best Insurance is NOT BBB accredited, which should be concerning for anyone seeking a reputable pet insurance provider. This was a stressful, time-consuming, and avoidable experience. Pets Best made a difficult time even harder—and I’m still waiting for a proper refund and acknowledgment of their errors.

I have been an ASPCA customer for over 2 decades. They used to be wonderful & I sung their praises in prior reviews. Now, I will never donate to The Guardian Plan, nor will I carry my pet insurance with them ever again. Not trusting The Guardian Plan??? It is difficult for me to reach that point, but they earned my distrust over the last few years. I love animals & will continue to do things that support rescue efforts, but it will never happen via the ASPCA ever again. I have been a pet insurance policy holder for well over 2 decades & I now see that greed is the driving force. I work in a management capacity with a large international company & I know that profits are massively important. I also know that integrity should always be at the forefront of anything that a corporation does, so that we maintain the trust & transparency that any customer needs, in order to maintain a positive relationship. The ASPCA’s repeated failures to keep my trust have led to me canceling my partnership with them with regard to both my insurance coverage and my Guardian Plan participation. It saddens me to pull my financial support from an organization that I once felt deeply held the same convictions towards the protection of animals that I hold dear. I attempted to express my displeasure on some direct phone conversations. I felt that it was important for me to speak to someone personally so that I might properly express where I was coming from. I was met with some very polished “Corporate Talk.” I was impressed by the resources that had obviously been utilized to prepare their customer service staff to rebuke the kinds of poor customer service that they were providing. They clearly felt their money was much better spent on training their customer service staff to provide spin for the concerns that their customers brought forth, rather than just paying out on the claims that their customers had been paying for over the course of years. I felt it was important for me to share my experience so that someone else, who may be relying on the organization to hold true to their word, might not have the rug pulled out from under them. It may not sound like it from this review, but it really does sadden me to see how a once good organization no longer lives up to their promises.

We submitted all documents for a consultation, surgery, treatment and follow up with a cancer diagnosis. Not only was that devastating enough to go through, and we are still going through it but our claims were denied. The tumor that was diagnosed and removed all under the time frame of having your insurance coverage was denied due to it being deemed a ‘pre-existing’ condition. Back in 2021 our cat had developed a fluid filled cyst. Over time those cells changed and we were unaware it had become cancer (a rare tumor for a cat) until it was removed and tested under a routine dental cleaning. This is a NEW diagnosis as it was no longer a cyst. We had coverage, but MetLife failed us still. It’s been a nightmare and now we know we can no longer depend on MetLife having our best interests for our animals as their top priority. It takes time and a lot of research to find a reputable insurance carrier for animals. I have begun that research. While our plan has already rolled over we will have to wait until the next term to sign with another carrier. But now, since this cancer was not covered by MetLife -we will have likely no coverage for this elsewhere. How disappointing we have always paid our bills to you timely, have four cats under your coverage and have to deal with this on top of a cancer diagnosis. I wish this on no one, it has been an awful experience and I can no longer recommend this insurance to others. I had my parents sign with MetLife, my sister, and two friends. All this business I have brought to MetLife when MetLife didn’t have our backs. We did the right thing, we got coverage, take great care of our animals and this is what we get in return. We pay into a policy that would not stand by us in the worst of times. Thank you for reading this, if someone even does

Switched from Pet Secure when I got my new kitten, the process was quick and easy. after the first year they increased the payment from 30 - 40 ish, that doesn’t impress me let’s hope it’s a once in a while thing. Got a second kitten added last week, again quick and easy. BE WARNED they DO NOT cover any Vaccination, wellness visits, or any preventive testing, like a snap test for example. They will only cover something if your cat is showing ‘signs’ of an illness. I was on an all inclusive plan with Pet Secure but Trupanion doesn’t offer any other plan. In summary, while giục and easy they are not cheaper despite what they say than other companies out there so their marketing about shop local is all well and good, except the coverage is lacking with no option to pick a ‘better’ plan with wellness checks covered. I’m of the mindset that preventative tests and vaccines would be covered as to eliminate half the things a cat can catch by vaccinating but they would rather you cat get sick and the. they will cover the costs of that preventative illness (feline cancer for example)….doesnt make sense to me.

Slow response 20 minute wait I hung up & going to another insurance co This company getting worse over the many years I have been loyal Bye

Pets Best is a good pet insurance. I am happy for the most part. My only complaint would be it takes too long to get reimbursed from them. They need to speed up their procedures.

ENDLESS requests for revised paperwork since they stall on reviewing your claim and then say they need ‘new’ doctors notes. All this for an allergy shot reimbursement. God forbid I have an actual large bill to review. They will stall for months and most likely deny. I am going back to Lemonade, this is a joke.

I provided all of my dog’s information for her new policy, including the reason why she was denied and was told to proceed with the policy only to be officially denied. That was a waste of my time when I could’ve been told on the phone that she was going to be denied. I have been a customer for over 6 years so this was poor customer service.