Pets best covered my dogs brain tumor surgery and radiation, over 15k worth of treatment. You do wait a little while, 2-3 weeks, while they process the claim and have to pay up front, but that’s expected. Nothing but positive things to say. There are certain things they don’t cover and you have to meet your deductible before they begin to cover expenses, but again these are listed in the documents when you sign up. As far as the app goes, using the website is better, but the app is convenient at times. Highly recommend Pets Best based off my experience with the company. Healthcare in general and knowing what is covered and what isn’t covered and what documents to submit for claims processing can be frustrating and time consuming, but I don’t necessarily believe this is pets best fault. I would advise you keep all your receipts and after visit summaries in digital form and properly store them for easy retrieval.

So, I’m a long-time pet owner and have had several pet insurance companies. I like to try different ones based on coverage and reviews, and PetsBest came up as well-reviewed and a good match for the young cats we were adopting. The first well-kitty claim went well (settled quickly, though payment was slow), then the second claim everything fell apart. PetsBest took the entire 30 days to settle a simple conjunctivitis claim and then another 10 days to pay the claim. I realize these time parameters are allowed according to the policy, but it’s the same with all other policies and I’ve never experienced such lags with claims handling and payments. I’m already established now with PB, so I’ll hang in there, but I probably would go back to Embrace Insurance if I have the opportunity in the future. Regarding the App, I don’t know what’s up with the UI, but it only works about 10% of the time. It only give the “page loading” bouncing dots when I try to access claims or any of my account information. I tried to make a payment today and the option isn’t even available. I’m rocking the newest iPhone (updated with the current iOS) so it’s not a hardware issue. The App needs serious work, and paired with the shaky claims experience (so far), I’d tell folks to keep looking for a different company.

The insurance is great- it’s not cheap, but neither is human insurance, and you have to pay up front and get reimbursed a couple months later (as I’ve never encountered a vet willing to wait to be paid directly by the insurer later) but, for what it is, it’s great. Then there’s the app.First “app” is a generous description. It’s more of a rebranded browser window showing you the website, complete with exhortations to try the app instead. Currently when I try to view a claim, while craning my neck because the app is locked in portrait mode and I use an ipad in a keyboard case that holds it in landscape, I’m taken to the login screen but then the login never processes, it just hangs on “logging in”. On my phone at least I can view it the right way up, but the login still doesn’t work. The only way I can actually access my account online is to use the website in my system browser. Honestly the app doesn’t even deserve the second star as it’s completely unusable, but I do like the company that much and remember past versions of the app that actually worked, so hopefully they’ll go back to that soon.

I am writing this review in complete shock of what just happened. My dog had a catastrophic sudden illness where his immune system attacked his red blood cells. I sat in the vet’s office in agony of whether or not to trust this insurance and commit to over $5,000 in treatment. I woke up this morning to a small Christmas miracle - a $4,249 reimbursement!!!! I only had the insurance since February of this year, I had only taken him to the vet three times in the 8 years I had him. I was sure they were going to find a million excuses of why not to pay, including a complete lack of medical records. However, I didn’t have a single problem. I almost never write reviews and I’m still hesitant to trust that this company will always be this reliable due to the fact they won’t affirm anything about payments for services before hand. But wow! I’m so thankful this holiday season for Pet’s Best!!!!