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Pets Best looks like a great insurance company, but how can you have a great company if your customer care is poor? Wanting to know more about this company and it's coverage, I emailed some simple questions to customer care, but I never got a response. I was sent advertisements for enrollment (several times over), but even after I sent a new email, with the first message attached, I received nothing in response. Why would I give my money to a company who won't even pay attention to me!

When I adopted my cat I was aware of pet insurance, but had heard from VPI customers it wasn't worth the hassle (maximum allowable benefits, co-pays, exclusions....)so when I found and signed up for Embrace it sounded like a good idea, but I was dubious. Not two months later I took my cat in for her shots and learned that she was diabetic! The initial outlay was huge. I was in the vet's office that first week four out of 7 days with weekly visits for the rest of the month! When I submitted the bills I was pleasantly surprised at how NICE their customer service rep's are. (That's something they can't really tell you on their website.) And ultimately, after checking out her medical history, they covered the expenses as advertised.

I signed up with Pets Best around the first part of the year when my new dog arrived in January. Your insurance company was recommended by my vet Glenn Craft, Laguna Niguel, CA. My intention was to avoid filing a claim at all costs unless a major medical problem occured with my dog Darby. Unfortunately, the dog managed to swallow a chunk of rubber that became lodged in her intestine and required immediate emergency surgery and generated a knock-out vet bill. I decided to file two claims with Pets Best for the event. I have to tell you that I was totally impressed with your prompt response in reimbursing me for expenses. Pets Best did exactly what it said it would do with no questions. Everything was straight-forward with no complications. Great customer service Pets Best!!! I wish I could say the same about most of the other businesses I deal with on a day to day basis. I referred a co-worker to your company. He liked what he saw on your website and signed up. Thank you very much. I hope to never file a claim again but it's good to know I can count on Pets Best. Ron Davis Laguna Niguel, CA

When I got my puppy my vet told me the only insurance to get was Embrace. I had heard others complain about their pet insurance so I signed up immediately. I recently submitted my first claim and was extremely pleased with the response and amount I was reimbursed. I'm so glad my puppy has Embrace coverage! I recommend it to all of my friends.

I just filed my first claim with Pets Best and am very happy.They were efficient and paid exactly what they said they would very quickly. I also like the way they respond to my emails asap. I'm definitely renewing my policy with Pets.

Filed our first claim on 6/26/2008, it is now 7/21/2008...the status only shows "received", not even "processing". The brochure claims payments in 14 days! We called and they claim they are behind and are bringing in more people to assist. Also, our second claim filed on 7/16 that I emailed in so I would have a record, has not even been acknowledged yet. I resent today.

My dog has been marking his territory by urinating on objects since he was a puppy. After my dog reaches 8.5 years old, I decided to get him pet insurance as a safety net. I placed a call to the vet scheduling an appointment, and I inquired what the typical symptoms the UTI are. When I submitted my claim for the pet visit, the claims department suggested that it was a pre-existing condition based on that one call placed to the vet (which i didn't get to speak to the vet since she was not available). The decision was that since I called about UTI, it means he was already suck hence does not entitle to receiving medical reimbursement. The vet even completed a medical history questionnaire stating that my dog does NOT have any pre-existing condition pertaining to UTI prior to that visit, but Pet Best still refuses to accept that response. I am currently submitting appeals paper work. A filing with the Better Business Bureau will soon take place as well. I don't think they deserve the name "pet best".

I have never been more pleased with a pet insurance company than I am with Pets Best. I previously had experience with VIP and they were not as efficient and their "fee schedule" was not reasonable. The claims I received from Pets Best have always been what they advertised...they pay 80%. I have referred many friends and family members to Pets Best with 100% confidence that they will be happy and feel secure. We had a lot of turmoil with three of our pets this summer. One died of lymphoma and the other two had life threatening incidences. We felt reassured that we could give our pets the best treatment options since we had this insurance. Without it, we would have had $10,000 worth of vet bills that we could not have afford. I do not know what I would have done if I didn't have this insurance. I have more treatment options available for my pets. In addition, anytime I called to get the status of a claim or get information, their staff is always courteous and helpful. They send correspondence quickly via email as well. I was shocked to read the bad reviews because I have nothing but good things to say about this company. I am so grateful and pleased a company like this exists. Thank you so much Pets Best!!

I researched a lot of pet insurances before deciding on Pets Best, mostly based on reviews here and the impression I got from talking to their rep over the phone. The reason for getting insurance in the first place was that one of our 3 cats had a life-threatening urinary blockage and, after treatment at the local emergency clinic and subsequent surgery, we were out of $3,500. So after that experience, we insured all cats with Pets Best. The cat with the urinary blockage was - as is customary - excluded for that particular illness but that was it. We also took out their Wellness Plan which pays portions of routine vaccinations, dental care, etc. A few months into it, another one of our cats was diagnosed with a suspected heart murmur. Quite a few diagnostic exams followed, including a visit to a specialist, until the initial diagnosis was confirmed. We paid altogether around $800 for these. I started submitting these bills to the insurance and just kept my fingers crossed, since I had not submitted any claims to them prior to that. I was pleasantly surprised when Pets Best paid for every one of these diagnostics, and we received our checks in a very timely manner, the longest took about 3.5 weeks. Around the same time we had the 2 other cats at the vet for their routine exams and vaccinations. Again, Pets best paid exactly what they said in the policy they would. The whole process was easy as can be (just scanned the paperwork and emailed it to them), and completely painless. There was no dragging it out or anything like that. As of now, we are very happy with Pets Best and just hope that they stay like that. Can highly recommend!

I was a client of Pets Best for 3 months and cancelled my policy after they repeatedly denied my first claim. They do very little in the way of evaluating the merit of a claim. They did a cursory review of the original documents, refused to consider any explanation I offered and then refused to contact my vet for additional information. After I collected additional documentation supporting the claim they refused to accept my vet's statements. I again asked them to contact my vet and was told they do not have the staff investigate claims. In my opinion their priority is collecting premiums and not paying claims.