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we found out our dog had a luxating patella on an annual check-up. He is two years old. There was no sign of this on any prior visits. Our vet told us that it occurred from trauma. We sent in the claim with every record required. They automatically ruled it as congenital. We ended up speaking with a rep. from pets best several times to better understand how it could be congenital when it the vet clearly ruled it as happening from trauma, as well as his records showing no sign of it prior to that date. This took forever. They wanted more and more information- we even had the vet right to them. We decided to appeal the decision as recommended by a rep. from pets best. We had to get x-rays of both legs for them which is very costly! They promised us that we would find out their decision by a certain date. However, a week after said date we still did not here anything. So we began having to consistently call them again. This has been going on since June. We just received the verdict and they denied it again stating that it is congenital. They proceeded to tell us that we should process a claim after has had the surgery and we have paid for it! Unbelieveable!Not only this incident but every time I send a claim in for any shots, check-ups, etc. they will not compensate us. Basically we pay every month for nothing. When we joined we recruited many of our friends with pets to do the same. Since this has all happened, they have cancelled their policies and we will do the same. Our vet has also told us that he also hears very negative comments about pets best from clients. I DO NOT RECOMMEND PETS BEST!!!

I took out policies for our six cats, and I thought I was signing them up with a company that would pay on eligible claims. I've learned that this is not the case. One of our cats got a urinary tract infection, and then she had a life threatening violent reaction to the antibiotic I gave her. We rushed her to the emergency vet clinic which was over 45 miles away at 1 a.m., all the while praying that she would hang in there until we got there. It was a very frightening experience and I was thankful that I had signed her up for insurance a few months earlier so that the expense was one less thing I needed to worry about. I was confident that she would be covered, after all, the Pets Best web site states that once a urinary infection has been cured, it is no longer considered a pre-existing condition. Her last infection was over 6 months ago, and after being treated for it, she had a culture done that showed she had been cured. So imagine my surprise and anger when Pets Best denied my claim, stating that they considered it a pre-existing condition! I couldn't believe it!!! And then they ignored the first four emails I sent to them when I asked for an explanation. I will be filing a complaint with the Better Business Bureau tomorrow.

After it cost me over $1000.00 at the emergency vet the day I lost my Golden Retriever, I started looking at my CKCS thinking he was getting older and I could use pet insurance just for the emergency and major health concerns. After looking at several plans and ones that would reasonably insure a 10 year old dog, I chose ASPCA. I live in Maryland and there is a law in this state that says when an insurance plan goes into effect, it must be in effect that day. One of the Customer service rep's told me about this. Little did I know at that time how much I was going to need this. I was planning on getting a puppy from rescue so I took my 10 year old in for check up and titers on the 8/04, 4 days after the plan went into effect and the vet found nothing. Two weeks later when I was scheduled to bring my dog back in for vaccination, I found a large lump on the side of his throat, at first I thought the lymph node was enlarged and since he had a history of ear infections I thought he had another. I refused the vaccine at the vet's though, and insisted on seeing the vet to find out what this lump was. Turned out it was not his ears, but a growth in his throat which the vet said then needed to come out "yesterday". He had surgery the very next day and the news a few days later was that he has "tonsil squamous cell carcinoma". I immediately scheduled an appointment with an oncologist. As you can imagine the bills were mounting up fast here for my little guy. I called customer service and after they realized that I lived in Maryland and my dog would be covered they have been wonderful! I had only paid the first premium, and they are still paying 80/20 split ($100 deductible) for my dogs medical bills. You can't imagine how much of a help this has been for me and I had only started paying premiums! I don't know why this company does not have a higher rating here. Special thanks to all the customer reps who have helped me at ASPCA Pet Insurance, and have been so wonderful with my many phone calls to you with questions.

I have three dogs all at different stages of there lives and all with completly different personalities.One standard blanket insurance policy doesn't work for all 3. The great thing about this insurance is it let me pick what type of coverage a I wanted for each dog. that really helped a lot to be able to get a plan based on each of their induvidual needs. Thanks so much!

I recently transferred my five pets' insurance fromPetshealth to PetPlan because of Petshealth's denial of renewal for conditions occuring in the previous policy period by labeling them as "pre-existing". Moreover, Petshealth will not cover dental disease of any kind unless it is an emergency that involves extractions of teeth. Thus, gingivitis is excluded, as is periodontal disease necessitating treatment under anesthesia. Equally disturbing is the ASPCA's lack of responsiveness to complaints about Petshealth. I have contacted both the Marketing Manager and the CEO of the ASPCA and have not received the courtesy of a response from either.

WOW and more WOW (or should I say Bow Wow!!) I thought I was really going to get the run around. This is the first time I ever dealt with pet insurance and when our poor pit bull Ginger broke her leg and the cost was close to $3,000 (had to take it from my twindling 401K) and I am 63 years old I was devastated. The ASPCA came through with just about one-half the cost. I was most relieved. I cannot thank them enough for their pleasant manner on the phone and lessening the tremendous anxiety I was feeling.

I recently signed up for insurance for my dog. Somehow I lost the policy paperwork. I e-mailed a gentleman at the company and he e-mailed the documents back to me in minutes. What could be better service than that?

I have been very happy with Pets Best for the last 3 years. They were able to cover my 10 year old Akita for a low premium (many plans will not accept a senior pet) and I never had any trouble getting timely reimbursements. I now have 2 Akita puppies under the plan and am quite thankful as I am having to bring both of them to the vet today.

One very positive remark I have to say about ASPCA and that is the way their Customer Service works: excellent. Now, for reimbursement of claims, I have been with this insurance for only a year and every time I submit a claim I had problems in being refunded, there were always something to their benefit. Otherwise, these days is better to have a pet insurance in your loved four legged than nothing.

I recently switched to Embrace from VPI this summer. I sent a claim through, hoping that it would be handled better than my prior service with VPI. With VPI, I felt like I was looking through paperwork to see how everything was covered under the insurance. Embrace itemizes everything for you, and shows you what is, and what is not covered. The medicine, doctor re-check exams, and hospitalization was ALL covered. I will definitely say that EMbrace is the poilcy that I know I can trust.THANKS EMBRACE!