This has been Pet's Best excuse for over 2 years now and even after BBB realized there is a pattern of horrible customer service and put them on review, Pets Best doubled down and provided this lame excuse AGAIN: "Pets Best is currently experiencing longer claim turnaround times than the standard we hold ourselves to, and the expectation our customers have of us. We are investing significantly in the people, the technology, and the customer tools to fix this issue, and we expect customers to soon start seeing a return to the quick turnaround time they expect from Pets Best." Customers and their pets well-being apparently isn't their 1st priority. Looking good on paper, on the other had, is. Do not be fooled by their fast responses to negative BBB or Yelp reviews and complaints. This company is owned by Synchrony Financial (who happens to also conveniently own CareCredit, LLC and is pushed by reps like Ali F. as an option for pre existing conditions. How convenient, right?) and is as corrupt as it gets, just like its parent organization. Their claims adjusters and so called Doctors on staff for their 1st Level and 2nd level disputes are not the brightest and are in the business of making sure synchrony financial hits their quarterly targets and will use any excuse to deny claims as it makes them rising stars in their business. A credit card companies sole purpose is to make money on high interest cards you need to use to pay for your pets medical expenses. By having a long claim processing time they can make sure you will have to pay interest on the vet bills. What honest hardworking business, right? On the subject of seeing "Ali F." trying to save face for the company by looking like a proactive, caring customer rep who in a condescending tone replies to all the reviews if all pet owners are just simpleton kindergartners. He/She is just a simple social media manager hired, probably with a high school diploma, to making Pets best look caring. It's part of the facade. I'm sure a trained chimp can do his/her job better. Save your self the headache money and go to a different provider. Remember you are the customer. With out you , Pet's Best has no business. They seem to have forgotten that. Vote with your hard earned dollar. You can choose which company stays in business and which ones don't. PLEASE DO NOT FALL FOR PETS BEST MARKETING! They are a corrupt a business as it gets. read more

I was referred to pets best by the tech at the veterinarian I used to take my beagle. Six months later, I rescued a puppy and added him to my existing pets best plan. I have been with pets best for over 3 years and it seemed to work well, given we did not know too much about other pet insurance companies. 4 months ago, my husband and I rescued our 3rd dog and added her to our existing plan, with a total of 3 dogs covered under pets best. Having been loyal customers of this company for the past 3 years, we experienced the unexpected. Due to fraudulent activity on our credit card, pets best was unable to withdraw funds automatically from our account last month. When I logged on to their website to change the credit card information, i noticed that one of my policies was no longer available. I immediately contacted pets best for clarification. They listened to my story and said that because they were unable to withdraw funds from our account, they canceled one of our policies. I asked them to reinstate it so we would not have a lapse in coverage and make sure that my dogs were insured at all times in the event that something happened. The lady on the other end of the line explained that this would not be possible due to previous claims that had been submitted for one of my dogs. So... my dog has no pre-existing condition but has visited the vet in the past. As a result, I have submitted claims like any insured customer who pays a monthly premium would. Yet, they refuse to reinstate my policy that has 3 dogs insured because of previous claims??? Really??? Pets best you are unprofessional and good for nothing. I regret all those years of money wasted for a No-Good piece of sh*t insurance company who treats their customers like garbage. I hope this review can change a prospective customer's mind because pets best will end up screwing you over in the end. After 3 years of committment, this company refuses to take my dog back but wishes to continue insuring my other 2 dogs. I have now left pets best and am insured with VPI. Highly recommend this company. If you know whats best for you, DO NOT GO WITH PETS BEST! read more

I was a Pets Best customer for 4 years and insured two dogs. I paid over $100 per month and, despite paying thousands in premiums over the years, I often found reimbursements much lower than expected after deductibles, copays, and exclusions. My policy was canceled due to a missed payment. The moment I realized what happened, I called and offered to pay the balance in full and bring the account current. Instead of working with a loyal, long-term customer, Pets Best denied my reinstatement request. I spent hours on the phone with Yvonne from the Escalations Department and a supervisor named Lisa. Both were dismissive and repeatedly told me there was nothing they could do. At one point I was told they "can't just reinstate the policy because they feel bad for me," which was incredibly insulting after paying premiums for two dogs for four years. What was most upsetting was being told my dog was considered a "red flag pet" because of his medical history. My dog is not a chronically ill dog. He had a foreign body surgery after eating something he shouldn't have and gets occasional hot spots. After paying premiums for years while these issues were covered, I was essentially told those same issues were now being used against me when requesting reinstatement. I was also told the decision was made by an internal team that does not speak with customers. No one could transfer me to the people who made the decision. I received conflicting explanations involving underwriting, an internal review team, payment history, and my dog being a "red flag pet." No one could provide a clear, consistent explanation of who actually made the decision or why. After 4 years as a customer, I expected better treatment, better communication, and at least some consideration of my history with the company. Instead, I was treated like a nuisance, given the runaround, and told there was nothing anyone could do. If you're considering Pets Best, understand that a single missed payment can cost you years of coverage history, and don't expect much transparency if you try to appeal the decision. read more

My dog sustained a severe rear leg injury, a full tearing of muscles in his hamstring (rear leg). Despite paying Pets Best for insurance for over a year, they have not paid one cent on the claim. Allow me to describe in more detail. Ernie was playing with our other dog when he tore the muscles in his rear right leg. This was a serious injury, requiring examination by his primary vet, along with imaging and consultation with a specialist. After submitting the claim, I waited for a month or so, then received a message of denial because Pets Best said they could not get medical records. So then I went through a process of ensuring they received the full records they asked for. Last week they sent me a final denial of the claim, on the basis that my dog had a prior condition of elbow dysplasia/osteoarthritis. In other words, Ernie's elbow dysplasia (front leg) was the pre-existing condition that disqualified coverage for a muscle tear in his rear leg. It appears they accomplished this feat of logic by reclassifying the acute rear leg injury as "Dysplasia - elbow". True, Ernie did have a surgically repaired elbow (again, front leg) from an injury that occurred years earlier. But we're not even talking about the same leg! During this process, I spoke to several customer reps, and they were all friendly and tried to help. But employees at that level can only do so much if the company itself is a bad faith actor. I was clear through my experience that Pets Best the company will use every tool in the policy language to deny a claim, and will stretch the bounds of truth along the way. I have since taken more time to review the disparity between the online reviews created by paid marketers, and the lived experience of customers of Pets Best. I think the reviews here on Yelp tell the true story. We all want the best for our pets, and I am hoping I can find another company that will reliably insure the health of my dogs. Insuring with Pets Best basically amounts to a bad gamble that they will be there for you when you need them. Zero stars. read more

avoid! do not select this company if you are in the market for pet insurance. i submitted my claim 29 days ago. absolutely no progress since and the only time i ever get an update is if i call. the only update you get is that they've received the claim and are already processing it. are you kidding me? i even secured the medical records and any other information they need to help move this forward and i have yet to see any movement after all of this time. every time i call i am on hold for 25-35 minutes (minimum) before being given the same non-sense run around. as a matter of fact the most recent customer service rep threw a total curveball by telling me it is 25-39 days from the day we receive your medical records (9/30). thank goodness i secured the medical records out of pure frustration. they have put 0 effort to get the records or service my account for anything! imagine if i didn't get it for the records, then what???? have a voicemail that they left that says my claim would be completed within 25-29 so i called again today (29th day) and they have no estimation as to how much longer this will take. they've done nothing for me. they actually told me that they randomly pull cases to work on. hmmmm. interesting. i don't know who is posting these positive posts. my guess would be that they are having their own employees submit them to save whatever reputation they have left! i truly regret ever going with pets best and now that my dog has an mpl/acl injury i cannot leave since it would now be a pre-existing condition. she needs surgery and they're sitting there taking the sweet time processing claims. buyer beware! this company is absolutely awful. i have friends and family with different carriers and they process claims in days, not 6 weeks! and that seems to be on the better side for pets best. what a joke! this will only be the beginning of my posts to make customers aware. i'm absolutely disgusted. if you choose them, just remember this post and that i told you so! read more

I don't like getting too personal in my reviews here, but in this case, I feel I need to share my story about Pets Best. Especially since I see a lot of reviews here that aren't like my Pets Best experience at all. To cut to the chase: they are THE BEST and I'm here to tell you why. My hubby and I ran into to some unexpected financial troubles that had set our savings back significantly. Our first thought on cutting our monthly bills was to stop paying for pet insurance. I called Pets Best and spoke to a wonderful woman named Bryn (sp?). Bryn sympathized with us but encouraged us to keep our plan. She helped us to switch plans to something less expensive because we wanted to keep at least SOME coverage for our Atlas. Atlas is our second dog and is a huge, lovable, lap-dog Great Dane! Anyway, as these things tend to happen, our string of bad luck continued. It was our dear Atlas and a horrible, awful condition called bloat. Bloat occurs in these bigger dogs when their stomachs literally flip over. It was the scariest thing we ever encountered. When bloat happens, your precious little (or huge in our case) guy has a day or even just hours at most to live. We didn't hesitate at all to take Atlas in for the emergency care knowing we still had some coverage for Atlas under Pets Best. The surgery, of course, was a success because we have the greatest vet in the world! But we also have the greatest pet insurance! We submitted our $3,456 claim for Atlas about a week later and within TWO days had a the money reimbursed into our bank account--we got something like $2,800 back from them. It would have been impossible to afford to save Atlas without Pets Best insurance. Never choose between insurance and your pet's life. Anything can happen. Thank you Pets Best and thank you Bryn!! We'll always be happy customers! read more

As a former Petsbest customer, I strongly advise other pet owners to steer clear of this insurance provider. My two-year experience with them was nothing short of frustrating and disappointing. Their definition of "pre-existing" condition is so broad that it will be very difficult for you to get reimbursement. The diarrhea-related claim I submitted took 5 months to process, and at the end I got an email saying my claim was rejected because they did not receive necessary medical information from my vet, while I feel they could at least inform me about this so I could contact my vet for the needed info. I then called to cancel the policy, but the representative of course tried to keep me on the policy and said they could re-open the claim for me. This time after two additional months, my claim was denied again, because it was a "pre-existing" condition as it had happened once before, when my puppy was 2 months old. As such, I was told all future GI-related issues will be considered preexisting condition and will not qualify for coverage. I feel that is very unreasonable, because a two-months old puppy just transitioned out of the breeder's home to me, the diarrhea could be caused by entirely different reasons, such as changing kibbles, environment. And the medical record supported this because my doctor didn't find anything wrong at the time, no parasite or virus after a panel check. The representative I spoke to on the phone, Richard, was also very rude and impatient when explaining the outcome to me. After faithfully paying premiums for two years, I have nothing to show for it. Petsbest's lengthy claim processing times, questionable denial practices, and subpar customer service make them an unreliable choice for protecting your beloved pets. Save yourself the headache and look elsewhere for pet insurance. read more

I purchased a policy in 2011 when my puppy was just a few months old. In 2012 she had an ear infection and it was paid immediately with no problem. She currently has a second, more severe ear and eye inflammation. The vet says it is from seasonal allergies. Part of my claim has been denied as "grooming expenses" and another part was denied for "entropian." My vet does not offer grooming services. Her deep ear cleaning is a medically required part of her treatment and is not unusual for this type of infection. It was also beyond the expertise of a layperson. Pets Best covered it in the past. My vet suggested that I change insurance companies as that was ridiculous to call it grooming. If they cannot cover an ear infection, are they going to cover a more serious and costly condition? They also are not covering her eye examination because of her entropian. While I understand that entropian is not covered, it was not causing the inflammation - her allergies were. Her entropian is mild and does not warrant surgery as her lashes do not touch her eyes. I can almost understand their position here - but she is being treated for allergies, not entropian. I probably wouldn't mention it if it wasn't for the "grooming expense" that the customer service rep told me to do it at home. I also received a senior's citizen discount on my bill. They did not apply that to my deductible or co-pay. They applied it to what they would have had to reimburse me. I received an email that they are now going to charge an additional $2 a month to process my electronically submitted payments. read more

If you have Pets Best and especially if you have the Essential Wellness reimbursement make sure you follow the line item charges and are getting reimbursed for them because I wasn't. The Vet included the line items in a package and Pets Best only reimbursed one portion of it. I even had the Vet create a line item list and Pets Best still acted ignorant and greedy. Don't trust them. Any good reviews could be by people who aren't paying attention to their fraud. Not to mention, they are not familiar with drugs. They didn't realize that Simparica Trio includes both Heartworm and Flea/Tick Prevention, they only want to reimburse for one. Oh, and they won't try to help you get things "straightened out" and they certainly won't call the Vet clinic to clarify anything. They don't care! My response to Ali F.'s comment: It turns out that after the third time I discussed this with Pets Best and again spoke with the Vet about the bill and the Vet called Pets Best to straighten out the issue, I did finally get reimbursed. You see, Ali F., I am an Insurance Agent and I know how to read an insurance policy and I went through each line item that was on the bill and on the Essential Wellness policy and noticed that Pets Best either doesn't know how to interpret a bill or they are super greedy. What's worse is that they have a policy to not call the Vet (like I asked them to) in order to clarify the bill. So, tell me Ali F., what excuse do you want to make for them now? read more

I have 3 cats. Two of them are 3.5 years old and have been covered by Pets Best since bringing them home. My newest, is 11 months old, and I took a policy on him when he was adopted at 4 months. Unfortunately he was diagnosed with FIP. Since there is no test for FIP the diagnosis took a little while, managing symptoms and undergoing multiple diagnostics and labs. The treatment is medication. It is new in the USA and literally life saving. An FIP diagnosis used to mean euthanasia. Best Pets has been right there for us through every vet visit, every test, and then the medication. They have helped me get the needed vet records for the claims. I never have a reason to contact anyone as there are no issues that arise. Submitting the claim is easy. Once I put two invoices on one claim and they sent me an email and told me how to correct it to move forward with the claim. The reimbursement for the covered service/labs/medications etc are always clearly stated in the EOB. I'm SO HAPPY I chose Pets Best for my cats. If you are considering insurance for your pet please check this company out! They are very nice to help you and have multiple ways you can set up your coverage to get what you think is best for your pet. read more

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I would DEFINATELY NOT RECCOMEND this company. My experience with them has not been a good one! I brought my dog into my vet for an issue unrelated to any previous appointments. The cost of the appointment was around $500.00 out of pocket. I then submitted the claim. My claim had been denied. I then called Pets Best Insurance and asked why it had not been paid, they said it was pre-existing. I explained to them that it was not. I had the PB rep on the phone, I said, do you mind if I do a 3 way conference call to my vet so we can clear this up, she said yes. We had the 3 way conversation with the vet stating it was unrelated. PB requested that my vet write a letter stating it was unrelated and that's what they did. I Re-submitted (Appeal) the claim with the letter I had received from the vet. I then waited over 30 days to get the verdict. They upheld their original decision not to pay on my claim, even when the vet had written a letter that it was completely unrelated to previous office visits. I told them I would be canceling my policy, that I would not deal with a company like this. So my recommendation is DO NOT go with this read more

I'm currently insured with Pets Best, and honestly, the experience has been rough. They keep talking about "integrating new systems," but the truth is that their claims process has never been efficient or timely. Every claim feels like it disappears into a black hole, and even their vet helpline comes with long wait times that make an already stressful situation worse. To be fair, they are consistent about sticking to their policy terms, and once deductibles and co‑pays are met, payments do eventually come through. But the constant delays, the quick denials due to missing information they never clearly request, and the lack of follow‑through with vet clinics make the whole process exhausting. It often feels like the burden is on the pet owner to chase down every detail. If my pet weren't currently ill, I'd probably be leaving an even harsher review. As it stands, I just hope they improve their communication and actually streamline the systems they keep blaming. Pet parents deserve better during already difficult times. read more

What up my dudes, My grandma has a lovely and slightly slow minded dog. This dog loves to have fun and also likes to be pet behind the ears. My grandma received a post card stating that Pets Best Insurance was going to raise the price of the monthly premium. Like hell they are, my granny doesn't take sh*t from anybody. So my grandma called to cancel her plan, but the young woman on the phone who answered wouldn't cancel it! She kept on explaining the advantages of their plan. That young woman was lucky she wasn't on the phone with my grandpa. After a while my grandma sternly stated that she better cancel the plan, and then she hung up. Thankfully my grandma received an email saying plan was canceled. I will not tolerate this unexcpetble behavior thrusted upon my grandma. I highly advise not getting involved with this "Insurance trap". Best regards, A very angry grandson read more

I am very disappointed with PetsBest. For years I had policies for my 2 dogs. I have never used the insurance never having claims over the $500 yearly deductible. The one time I needed to use the insurance after waiting several months for them to process the claim they denied it. It was not a pre existing condition. When I initially called them about it they said most likely all of it would be covered come to find out none of it was covered. It's sad to pay out all this money each month, and have a claim not covered for things like a broken tooth my dog had fixed. When I called them and told them I wanted to cancel they didn't seem to care. They wouldn't look into anything. A friend of mine who has been using PetsBest for 7 plus years said he to has been having issues with them and waits months to find out they denied claims. read more

Purchased the insurance about 18 months ago. My dog ended up blowing out his ACL and the insurance company refused to reimburse the nearly 10,000 dollar medical cost. I was frustrated with the conflicting reasons as to why the claim was denied. I filed two appeals with no results. I requested several times to speak with an appeals specialist regarding the matter and was told several times that they would call me back within 24 hours, which did not happen. Also, at the very least, every time I called, I had to wait at least 30 to 40 minutes for someone to speak with...the excuse was due to covid, however today when I called and selected to cancel my policy, someone picked up within 3 minutes. Typical insurance runaround, deny, deny, deny and don't pay out. I would not recommend this company to my worst enemy... read more

I had never before heard of such a thing as pet insurance. It's genius! I have a high level of coverage on my kitty Cito. I've had my policy for about 9 months now and thank goodness have never had to use it. This policy is in case he gets hurt and sick, it gives me peace of mind and I'm happy nothing has happened to him and he's currently healthy. He is getting older and I know he will start to get sick so I'm happy I have a policy for him. It is so important to have pet insurance for those sky high vet bills! The sales agent was helpful and went over several different options to fit my budget. When I've had to call customer service they are always so helpful, nice, and knowledgable. I will carry pet insurance for as long as I have a pet! Thumbs up to Pets Best. They truly are the best! read more

Over the past several years as a loyal customer, I have felt increasingly frustrated by the significant rise in my premiums. In less than six years, my payments have nearly doubled, which feels like my loyalty has been taken for granted. When I reached out to their team on several occasions to understand the reason behind these increases, I only received generic responses with no meaningful explanation or resolution. This lack of transparency and support ultimately led me to switch to a new insurance provider, where I receive the same level of coverage at a significantly lower cost. If retaining loyal customers is a priority for their company, I suggest reevaluating their approach to balancing profitability with client satisfaction. Loyalty should be rewarded, not exploited. read more