Pets Best Pet Health Insurance Reviews 6,118

2 months in my dog had an ear infection and they denied the bill as pre-existing. There was NOTHING pre-existing and there is no way I would pay $70 a month for insurance and then allow my dog to suffer for 2 months just so it could be applied to my deducible anyway. Attempted to cancel and it was a 15 minute wait on hold with high pitched flute type music (trying to drive you insane so you hang up).

Very happy with my experiences never had any issues. Very easy too

I have insured my dogs with them for over ten years and used to be very happy with them
Recently they have changed hands and converted to AI
Phone time waits are minimum 30 minutes
They don’t respond to emails even tho they tell you they will”get back to you soon”
They raised premiums to nearly DOUBLE of last year
Terrible customer service
I recommend you find another company as this one has gone really bad
I cancelled my policy today

Unexpected injuries happen all the time. Fortunately, having the right insurance on your side is the must. I am very pleased with the Pets Best insurance service that helped me a lot financially in my situation.

Unbelievable!!!!! These people don't want my $$$. My card on file was cancelled bcz of identity theft. There is no way to change payment on their website. Sent 4 emails asking for a phone call to correct. Their website payment has been defunct for weeks. My PETS ARE NOT SAFE with such a fly by night organization!!

The website never works anymore. Anytime I try to submit a claim it either kicks me out, doesn’t submit, or I’m not able to get into my account because it always says my password isn’t right (I’ve changed it 4 times)
I understand wanting to update everything in your system but it’s causing even more issues than before

Staff worked with me getting, y account setup. Reimbursement happened quickly after my invoices were correctly submitted.

I purchased an accident-only policy with Pets Best expecting coverage in the event of a documented emergency. In November, my dog suffered a traumatic injury, resulting in acute paralysis. Emergency records documented a suspected spinal injury, and a board-certified neurologist later diagnosed intervertebral disc extrusion with myelomalacia. She had no prior medical history.

Despite clear documentation of an accidental spinal injury, Pets Best denied the claim, first stating it was “not an accidental injury.” without providing any meaningful explanation or reference to the medical findings. When pressed for clarification (in writing), they reclassified the condition as a cruciate ligament event—even though no veterinarian diagnosed a cruciate ligament injury and the medical records clearly identified a neurological spinal condition.

The claim was ultimately reversed only after I filed a complaint with the California Department of Insurance. While reimbursement was issued, it required regulatory intervention and multiple rounds of follow-up.

Insurance is meant to provide peace of mind during emergencies. In my case, I had to escalate and involve a regulator before the medical records were appropriately reviewed. There was no acknowledgment that the original denial was incorrect and no apology for the financial strain caused.

Based on this experience, I would not recommend Pets Best.

With our last dog the coverage and service was amazing. With our new dog, I started with a higher deductible by mistake. I called to make changes and you can NEVER make a change unless it’s to up your coverage. So basically nothing is covered for this dog which is a bummer. When I was talking to the rep she mentioned I could switch insurance companies but everything she’s been treated for so far would be considered “pre-existing” and not covered somewhere else.

Claim submission and reimbursement was quick and easy.

I’ve had Pet’s Best for the past seven years, and it’s been worth every penny. It gives me real peace of mind—I never have to second-guess taking my dogs to the vet. Anytime I’m concerned about something, I can focus on getting them the care they need instead of worrying about the cost. Most recently, they covered the removal of a mass that turned out to be a ruptured, infected cyst. Having that support during a stressful situation made all the difference.

You helped me take care of lollie when she needed it most. I truly appreciate your help.

I always get reimbursed the amount I expect. Which is great. What is not so great is that their portal (app or website) for submitting claims hasn't been working for months. It takes an extra 2 weeks to process a claim when submitted via email since there is such a backlog. Please fix this.

You can NEVER speak to a live person unless you're willing to wait 30 minutes, not even chat as they don't give you but a few options, and guess what's not one of them? If you guessed cancellations, ding, ding, ding!

Hands down the best decision we made to help care for our fur babies! Wish we’d done it sooner. Filing a claim took me 3 minutes and the processing time for reimbursement exceeded our expectations. Couldn’t be happier!

I have had to submit two claims recently. One claim was submitted in December 2025 and the second was submitted in January 2026. The app and website did not work either time. I was told to send an email and my request would be worked on in the order it was received. The first claim was handled within their 21 day time frame. When I sent the second claim I made the mistake of assuming that everything would be the same. It was not. I called after almost 30 days and was told that they can’t find it and I would need to resubmit. I was not confident in that answer so I asked them to look into it further. The representative informed me that they would need to transfer me to a different department but assured me that they spoke with the other department and let them know what was going on. When I was transferred I asked the representative if they spoke to the previous representative and they flatly said no and that ai was clod transferred. So, this means that the first representative I spoke with completely lied to me. The second representative was very helpful and apologetic but I requested to speak to a supervisor regarding the first representative that I spoke with. I was on hold for over an hour and twenty minutes waiting for a supervisor. I was finally told that there was absolutely no one in the entire company that I would be able to speak with to voice my frustrations. I have never been told that speaking with a supervisor is impossible. The representative took down my information and told me that they would try to have someone call me back. No one ever called me back. The blatant lack of customer service is astounding. I am waiting for my claim to be complete so I can cancel my policy and move to a company that actually values it’s customers.

Prompt claim reveiw and refund given within 1 week of claim submission.

I would not recommend this insurance company based on my experience. Claim processing has been extremely slow, and even routine billing seems disorganized — they’ve struggled to process monthly payments correctly.

Their website is not user-friendly when it comes to submitting claim documentation, which only added to the frustration. In my case, they required additional documents to move forward with a claim but never contacted me to request them. I only discovered this after calling in myself and waiting on hold for over 30 minutes to speak with support.

There are other insurance providers at a similar price point that offer far better customer service and overall experience. I suggest exploring those options before choosing this company.