I'm sorry I left my other pet insurance for Pet's Best. I'm paying a monthly premium and my cat got sick. They haven't paid a dime to me plus they won't reimburse for his medicine.

I was so very thankful to to find your insurance for my baby Trooper. I was saddened to learned his insurance would not assist him for so long.

Just got puppy Disappointing to find out you have lowered the reimbursement for spaying and neutering. I would think as a health care insurance company for animals. The one thing you would push is make affordable for people on your policy (whether it’s the first tier or a higher tier like we have) is reimbursing a better rate$$$$$ for spaying and neutering. Our vet charges over $500 and you portion should cover more.

It would be nice if insurance was starting the day you paid not have to wait 2 weeks.

We have been a customer with MetLife for over a year, having switched from another insurance company, but we are now questioning whether it’s worth it. In late February 2025, my dog tore her ACL in an isolated incident. The following day, we visited the vet where we’ve been patients for over two years and scheduled surgery for 3/11/2025. After the surgery, I requested a note from the doctor to stay ahead of any issues. I submitted my dog’s medical records, the vet’s note, and receipts to MetLife on Saturday, 3/15/2025. However, by 11 a.m. EST on 3/18/2025, the claim was denied, with MetLife stating it was a pre-existing condition. This is the fastest response I’ve ever received from them—about two weeks faster than usual. When I called, I was informed that the claim had been reviewed by AI and was denied by the AI reviewing. I was told I now need to submit an appeal, which could take up to 45 business days for review. To proceed with the appeal, I need another note from my vet (which I already provided), as well as my vet’s signature on the appeal form, so I will have to return to the vet for this. Essentially, I am submitting everything twice before a human at MetLife will even review the claim. There was no way to have the case reopened without me having to go through all this work for them. I was unable to get a clear explanation for the denial, as it was processed by a computer, not a person. I called MetLife at 11:40 a.m. EST on 3/18/2025, and they confirmed this process. The call was recorded by them, so I can prove what I was told. I would also add to speak to anyone other than a call center employee is a 24-48hour call back time, so be prepared to wait. If you plan to use MetLife, be prepared for double the work before they take any action. Also they raised their premiums by about 12% a month this year.

1. We got my dog three years ago, and when he was a baby he ate some trash and threw up, so we took him for a quick vet visit that lasted maybe 30min. 2. We signed up for Pets Best 2 years ago. 3. Earlier this year he was diagnosed with a genetic immune system disease that affects his bowels, and he will need to be on immunosuppressants and other medications permanently. Pets Best denied over 30k in claims relating to this illness because of the emergency vet appt. 3 years ago, citing that he "had pre-existing conditions relating to his bowels." While I now know that Pets Best team is dishonest and fraudulent, I am hesitant to switch insurance providers because now he definitely would be entering a new insurance company with a pre-existing condition.

Requested one policy and received another. Now I need to call back to change it which is an inconvenience.

I have been a customer for 5 years. We have never submitted a claim. My dog is about to turn 7 and they have now doubled my monthly fee. In order to stay insured they want $124.00 a month. Absolutely ridiculous. And now that my dog is 7 it's very difficult to get insurance. So basically, I have paid $3720.00 for nothing. If I continue with the insurance, I will be paying $1488 annually. I still have a $250 deductible, and the pet insurance only covers 80%. SO basically over 10 years I am paying Healthy Paws $10,260.00 for 80% coverage. I will take my chances next time.

Claim was not done correctly and process to review a claim is not straightforward or easy this should be able to be done via phone speaking to someone

We live in NYC where everything, including vet care, is expensive. So, pet insurance is essential and I have always paid my premiums on time. I've had policies with Fetch (previously known as PetPlan) for going on 20 years, and they have covered 7 different cats during that time. They have never been the cheapest policies, but Fetch had always provided good coverage. The only complaint I've had up till now is it took a long time for them to process claims. All that changed today. To provide some background, two of my three cats are 9-year-old littermates, the female is named Skye and the male is Kato. Kato is generally healthy except for the occasional herpes virus flare up. He's had those since he was a kitten so Fetch has always considered them a pre-existing condition and never covered any of those expenses. Skye suffered a serious illness in 2023 and was diagnosed with small cell intestinal lymphoma. Due to complications during the vet's initial testing and work up, Skye got aspiration pneumonia. She nearly died and had to spend 10 days in the ICU, which was very expensive. Skye recovered from the pneumonia, but unfortunately the lymphoma is terminal and all we can do is give her medication to keep her comfortable and slow the progression. Since her diagnosis in 2023 she has had to see her vet every 6-8 weeks for blood tests because the medications can have serious side effects. Skye incurs regular medical bills, though nowhere near the expenses she incurred in 2023. Both cats had their policies renewed in 2024 with moderate increases in the annual premiums. Today I received my renewal documents for 2025, and I am absolutely floored by what Fetch has done. They designated both Skye AND Kato as high risk policies. Skye's 2025 premium went up by about $75 to $1380 per year, but the deductible quadrupled to $1000 and my co-pay went from 10% to 40%! Kato's 2025 premium increased by $817 to $2200 per year, his deductible doubled to $500 and my co-pay went from 10% to 30%! I had expected Skye's policy costs might increase, but there is no justification for what Fetch has done with Kato's. I called Fetch to get an explanation and see what could be adjusted at least for Kato's policy. Their answer was, "nothing." Take it, or leave it. This is how Fetch treats customers who've had policies with them for decades. Just a big middle finger. Shame on you Fetch!