Underwriting is very unfair. Would give a “0” if it was offered.

We have been members for barely a year and our rate already increased. Our first claim took a while to be processed and it was very simple and straightforward. Our reimbursement has not yet gone through to the proper bank account. I have called and emailed multiple times to get an answer with no luck. Tried to update bank account details on app and it keeps glitching to no success. When I was finally able to update and to talk to someone on the phone, nothing has been done yet and it’s been almost a week. Not what I expected. Don’t want to imagine what happens if you had a complicated claim.

Ive had petsbest for my two cats for a few yrs. This past July my poor calico had to go into the ER for respiratory issues that she'd never had before. She had fluid that kept building up in her lung cavity and the ER said she needed to stay for "EMERGENCY OVERNIGHT CARE"... She was in there from Tuesday until Fri night. PetsBest tried to say her "EMERGENCY OVERNIGHT CARE" Falls under routine "officevisits/exams" therefore they would not cover it... No where in their "office visit/exam" section of the policy does it state that "EMERGENCY OVERNIGHT CARE" is considered under the office visit. I feel any common person would assume "emergency overnight care" would fall under the section of "emergency care" 🤷🏽‍♀️ but I guess petsbest doesn't consider it so. Their policy is beyond vague so you really don't know what's actually going to be covered till after the fact. Which they take FOREVER to finish claims. They also did not cover the fee of the overnight doctor informing the morning doctor how my cats progress was doing and a medication that was given to my cat at the ER that was not covered due to it being an over the counter drug which they said fell under the category of "prescription medication" even though that medication was not prescribed to my cat and was only given to her at the Emergency clinic. I can slightly understand that one but the fact they consider my cats "emergency overnight care" as an office visit makes me livid and I will be cancelling them as my provider for my other cat. Would not recommend them to anyone else I care about for their pets!

I have submitted claims for my cat's meds in the past and was reimbursed. Now they are saying it is predisposed and they will not pay me. Also they are becoming a lot more strict and time consuming on claims.

This company is horrible. I had an underwriter decline my dogs SAR diagnosis stating that he had been blind before I adopted him. He had seen at least 5 veterinarians before I put him on the policy and not one of them noted any blindness. It literally happened overnight per my vet who also wrote them a letter. Save your money and go to Healthy Paws. They are a much better carrier. The sad part is that I have Embrace a shot because my agency sells their product. I have told everyone who will listen what a terrible company this is. I haven’t recommended this product to anyone ever again.

It has been the worst pet insurance company. We also purchased wellness coverage for both dogs. They claim to cover so much until you file a claim. This crap company denial rate is through the roof. They have no staff to help, your claim sits for 4 to 5 weeks before they deny your claim. Customer service is for sh_ _. After another denied claim even my vet wrote in letters correcting them and hey denied it again. It cost us $129.00 a month, we spent $3,800.00 at the vet's office and received $33.60 back with a $500 deductible. Everything comes back as PREEXISTING CONDITION. My dog has an ear infection 2 YEARS before this insurance and they label it as preexisting. MetLife salespeople told us items such as vitamins were covered. Their claims department denied vitamins again with the term PREEXISTING, preexisting because she was on them before the insurance start date. RUN away from this company and just think what they do with their other lines of insurance. The experience and service beyond terrible. I recommend that you never use MetLIfe Pet insurance.

They don't pay for any claims! Beware! I put in one claim they asked for more medical records,,AND SENT IN MORE RECORDS from the new VET and then they refused payment stating I needed previous medical records from previously!! How can i get previous records when she was a Rescue cat?? They Never said that when i signed up with them. They just don't want to pay any claims! I had their better ins where they suppose to pay 90% of the visit. They Paid Nothing!! and I had to pay over $850 out of pocket!! STAY FAR AWAY...NO GOOD!

I do not recommend Pets Best Insurance. We just canceled our policy and will be looking elsewhere. We were with them since 2021 for one of our dogs. Early on, we thought they were ok. Disappointed with some claims not being reimbursed but other claims we received some reimbursement. This past 12 - 18 months has been horrible working with them. We received no reimbursement on any of our claims with the exception of one in May 2024. But then, they requested in June or July that we provide them all vet records for our pet (that has been covered since 2021) which they would already have access to. Seemed like a stall tactic to avoid reimbursement. We paid $80 per month to cover this pet (we also had a 2nd pet covered), have paid out close to $3,000 in vet bills with no reimbursement. If I could give a rating of "0", I would have but this was not an option.

At the time of purchase, the representative assisting me explicitly stated that my dog’s neuter procedure would be covered under the policy. However, upon submitting a clam for reimbursement after the surgery, I was informed that the procedure falls under wellness care, which is not included in my policy.

Horrible coverage - I paid the monthly fee uploaded all documents that were required. I had two claims - and they denied both based on not having a physical exam on my dog 12 months prior. I got the dog given to me by a elderly family member who passed and had no history on her or even knew which vet she had taken her too...as soon as I got her I took her for check up to the vet where they found some dental issues (they want to call it pre-exisiting) how is someone supposed to get coverage on older dogs? They want to be in the business of helping dogs - well they suck at it. I paid a monthly fee for literally nothing, I cancelled my policy and going with a different provider. Not worth the headache dealing with FETCH!