So I *was* having an okay experience with Pets Best until recently, when I unfortunately had to rehome my dog through a rescue. I contacted Pets Best to specifically ask if I could transfer the insurance to the rescue (which is small and operates out of the owners' home). I was told I could. This was particularly important because my dog has medical needs and influenced my decision to go through a rescue, where I could be sure he would get great care. When I initiated the transfer, however (after the dog was already with the rescue), I was told that I couldn't transfer the insurance after all as Pets Best couldn't insure a "commercial entity." I explained that aside from the fact that I been told they COULD insure a rescue, the dog was residing in someone's personal home, along with their personal pets, and that the rescue owner was willing to assume individual ownership of the policy if needed. I was told that if that was the case, they COULD transfer the policy (I also asked that particular rep to please confirm that they definitely weren't able to insure the rescue - she said she would get back to me the same day, but I never heard from her again.) When I then tried to initiate the transfer to an individual owner, I was THEN told that the underwriter refused to transfer the policy - even though it was to an individual in a personal residence - because the residence shares a business address. So, in addition to providing incorrect information on TWO occasions, Pets Best also penalized a hard-working rescue who saves money and dogs by running their very small nonprofit out of their home. I told the last rep I talked to that if they had only given me correct information initially, we could have simply done an individual transfer. She had the gall to tell me that would be "insurance fraud" - really??? So people who run a rescue out of their homes aren't allowed to insure their pets? I was apologized to and told multiple times that "coaching" of Pets Best employees had occurred to make sure this didn't happen again - which is great, but doesn't help my dog or the rescue AT ALL, and does nothing to address the problem or rectify the mistake that THEY made. (By the way, the fine print in their handbook simply says the policy CAN be transferred - it does NOT contain any of the loophole information they jumped on as an excuse to drop coverage.) I have two other pets who are insured through them that I will be removing and insuring through someone else. I can't continue to support a company whose clearly jumps at an opportunity to drop a pet from coverage and spurns an opportunity to support a rescue, and has left a medically fragile dog uninsured due to their mistakes. Ironically, they even have a "community involvement" section on their website and list several rescues they claim to support. They also claim to have "unsurpassed service" - if this is "unsurpassed service", I'd really hate to see what mediocre service from them looks like. I'd really encourage you to look at one of the many other insurance companies that truly have a commitment to pets and their owners, and operate with compassion and integrity. Pets Best clearly does not.