Pets Best Insurance Services review: Customer service reps

I'm writing to express my disappointment and concern regarding a recent experience I had with your customer service.

I called your office with a few questions about my policy, as I was genuinely confused and just needed some clarification. Unfortunately, the first representative I spoke with had a noticeably unprofessional attitude. She made me feel as if I was bothering her by calling, and her tone was curt and dismissive. I even apologized for the inconvenience and ended the call because I felt incredibly uncomfortable.

Hoping it was just an isolated incident, I called back and was connected to a different representative. Sadly, I experienced the same kind of treatment, short responses, a snappy tone, and again, I felt like a burden just for asking questions. I was so overwhelmed and disheartened that I ended up in tears. I simply wanted to ensure I’m doing the best I can for my dog, who means the world to me.

I don’t understand why I was treated this way, and I truly didn’t intend to call at a bad time if that was a factor. I was respectful and polite throughout both calls, and it was upsetting to be met with such unkindness.

I’ve always wanted to trust that my pet is protected and supported by a company that cares. But this experience has shaken that confidence. I hope you’ll take this feedback seriously, as no one should feel this way when trying to care for their pet.