My cat has been covered under HP since 2019, and only now is the second time I've needed to file a claim for her. Process in app: Page 1 is to upload invoice for claim. Page 2 is to upload any missing medical records. Filed a claim for a 5/27/25 visit. Attached the invoice to Page 1. Page 2 stated they are missing Medical records so I uploaded all of my attachments. The app started opening claims for those old wellness visits from the records. Received a message requesting missing records. Emailed all records May 29. Received another message for same. Emailed all records June 3. Filed claims (separately) for 6/9 and 6/10/25 follow-ups. Same process. STILL claiming they do not have medical records. I attached all again for both claims and there are, once again, claims open for old wellness visits. In total, I have submitted all of her medical records FIVE TIMES in the past 2 weeks. Phone calls: May 30, June 9, June 10. All 3 confirmed they saw medical records were emailed. At least, I think because I could barely understand what they were saying nor am I sure they understood me. As of today, June 11, the claim has not processed because I'm "missing information". In addition, I now have 9 open claims when there should only be 3. I sent a heated email to customer service last night with the breakdown of the above. I'm not holding my breath for a reply.

I wish I never switched to Pets "Best"

When I first chose your insurance for my pet I had no problems. Claims I submitted were processed and paid promptly usually within 2 weeks. For the past year I’ve had nothing but frustration and aggravation dealing with your company. I submit my claims for my cats UR prescription cat food monthly as I have for the past couple of years and after waiting weeks I get an email I have information missing. Usually my cats name and line item on the invoice. The invoice has always listed my cats name, Shrimp and the line item which is a case of prescription UR canned food. I submit the same invoice again, noting my cats name and order, wait another couple of weeks and receive another email telling me I am missing that information again. All in all it takes months of back and forth and sometimes phone calls to finally get my reimbursement. In the meantime I am purchasing more cat food, submitting more claims and going thru the same aggravation. You definitely need better trained employees because I couldn’t make the information any clearer when I submit claims

We used to have Healthy Paws but with 2 new dogs we tried Pets Best. Their price on one dog was lower but slightly higher on the other. We submitted a claim and it came back and they paid it as it should be paid however they took much longer to pay than healthy paws. I also don't like that they can't mail you a check this way I can tell that they paid it. Instead I had to keep checking my account to see if the money went in. I will reevaluate my contract when it's up.

I didn't like how long it took for my claim to be settled. I did like that once it was settled I received reimbursement quickly. I did chat with a representative as well and they were helpful.

I've never had an issue with Trupanion coverage, but they for sure charge for it. My police has been going up $20 to 30$ up a month every year!! They say it's the average Vet cost going up, but my Vet and my friend's Vet don't go up $20 a visit. It's very frustrating.

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.

Just about everything I submit, which are all legit and covered expenses, are rejected over and over. Then the claim is closed. I am currently dealing with this situation on denials of monthly refills for a Simparica script that was already approved! We rescued this dog after she had been in two "forever homes" and at least 3 fosters, and I keep explaining that we have provided every single thing we have on her past records (which shouldn't even matter!). It is sooooo frustrating! Sometimes they are FINALLY paid after months of back and forth, though nothing is different, so the denials seem false and unethical.

I dislike the fact the majority of the claims require soap notes even though they may be a follow up from a previous claim. Also I send receipts that aren’t recorded & then I send them again. It’s a lot of trouble to get paid when I send in documentation. My other insurance pays me right away with no problems & I send them the exact information I sent you.

I’ve been a Nationwide pet insurance customer since 2014. Over the years, I’ve only needed the insurance for routine wellness visits and exams — nothing major. I set up autopay early on so that payments would be consistent and on time, and I never missed a payment. Recently, I noticed that payments were no longer being withdrawn. When I logged into my account, I was shocked to discover that my policy had expired. I immediately called Nationwide for clarification. The representative told me that my plan was discontinued because it was an older policy. I was never notified. When I asked why I wasn’t informed — via email, phone call, or even a text — the only answer I received was that they sent a letter. I never received it. I pressed further, asking why there was no follow-up when they clearly had multiple ways to contact me, and the representative had no response. To make matters worse, when I asked what I could do now to make sure my dog remains insured, I was told that because of his age, Nationwide will no longer insure him. After paying $162.19 per month for ten years, I’m now left with nothing, just when my senior dog may need coverage the most. How convenient for them. This is a shameful way to treat a loyal, long-term customer. I upheld my end of the agreement without fail, and now, when it truly matters, Nationwide has abandoned us. It’s incredibly disappointing and feels like a calculated move to avoid covering aging pets when they’re likely to need care. Shame on you, Nationwide.