Name: Pets Best Insurance
Address: 10840, Ballantyne Commons Parkway, Charlotte
Rating: 4.31

“I expected a bigger payment than I received”

Posted 1 month ago

Hi Donna, thanks for your time and feedback. We understand your concerns about understanding your coverage. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 month ago

“Too many services that are covered.”

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Posted 1 month ago

Hi Karen, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 month ago

“Very slow claim processing. When they receive requested medical records from a vet, you go back to the beginning and their clocks starts again. I am still waiting for a Dec 1 claim submission to be processed. That's 107 days!!!”

Helpful Report

Posted 1 month ago

Hi Stephen, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“I have one dog that has limited vet bills then I have another that was just diagnosed with a very aggressive cancer that will kill her eventually. Want to know what bill goes through quickly? Submitted the same day… the healthier dog. The dog who’s technically slowly dying is taking longer to get all their bills covered. Very convenient. I also spend more on that dog a month for insurance. Bills are occurring quickly to treat this dog. Every other week we are in the vet.”

Helpful Report

Posted 1 month ago

Hi Amanda, thank you for your time and feedback. We understand your concern about consistent claims processing times and we are so sorry to hear about your dog's condition. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“Extremely slow in processing claims.”

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Posted 1 month ago

Hi Susan, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“It took a while for reimbursement.. it’s more than 2 weeks now and I have not received my refund . I also tried to message but nobody replied to my message …”

Helpful Report

Posted 1 month ago

Hi Melinda, thanks for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. Claims are processed in the order they're received and can take an average of up to 15 days to be completed, however, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 month ago

“Very disappointed with this insurance. I thought flea and tick preventative were covered. The insurance pays bare minimum if any reimbursement. I’m currently looking for a new insurance”

Helpful Report

Posted 1 month ago

Hi Christine, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 month ago

“The company has been resistent to cover expenses that should be covered under my policy and when I have called, customer service has been impatient, making me feel solded for asking questions and following up.”

Helpful Report

Posted 1 month ago

Hi Mary, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 month ago

“Why does it take so long to process a claim?”

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Posted 1 month ago

Hi Tom, thank you for your time. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“I have multi pets and even thouh I receive the discount, the rate for one of my pets increase by 70%+ this year. He is older but has no reccuring or cronic issues that justify the increase, I am not pleased and most of the vets fees are not covered.”

Helpful Report

Posted 1 month ago

Hi Jorge, thank you for your time and feedback. We understand your concern about affordable coverage. The premium is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like, we’d be happy to go over your options for reducing your premium. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 month ago

“I’m an unhappy customer. You take far too long to process claims and, in fact, you also take too long to even respond to receiving a claim. And finally I find you very expensive. I am now paying more than $50 more than when I started. I am looking around for a better fit.”

Helpful Report

Posted 1 month ago

Hi Barbara, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“It’s okay does not cover much with all the copays and detectable. It’s crazy how much you pay a month for so little to be covered. Customers are definitely taken advantage of.”

Helpful Report

Posted 1 month ago

Hi Jordan, thanks for your time and feedback. We understand you have concerns about coverage. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 month ago

“I feel like the coverage adjusters nickel and dime a lot. Have not had a major medical issue with any of the theee covered pets… so we will see.”

Helpful Report

Posted 1 month ago

Hi Scott, thanks for your time and feedback. We understand your concerns about coverage. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 month ago

“They only pay quickly if the charge is generally under $200. Anything more, you get a “sorry for the delay” email and they take over a month (sometimes as much as 40 days to process the claim.”

Helpful Report

Posted 1 month ago

Hi Robert, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 month ago

“Does not cover much at all for what i pay monthly might as well just save my own money and pay visits and vaccinations myself.”

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Posted 1 month ago

Hi Maynard, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 month ago

“honestly, i don't know why i'm paying so much every month when a wellness check up (annual!) costs about 400 and i'm only getting 170 reduced. Not bad for a first pet health insurance, but lowkey gonna shop around for something else. Do what's best for you and your furchild (or scalechild).”

Helpful Report

Posted 2 months ago

Hi Christine, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 month ago

“Submitted my claim the day my dog received care. Have not gotten any reimbursement yet and it’s almost a full month ago.”

Helpful Report

Posted 2 months ago

Hi Jessica, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 2 months ago

“Usually happy with the company but their response to my last claim was poor.”

Helpful Report

Posted 2 months ago

Hi Jane, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 2 months ago

“It’s okay. My biggest issue is no call back and then it ended up being “my fault” because I didn’t catch it in a month.”

Helpful Report

Posted 2 months ago

Hi Marisa, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 2 months ago

“The coverage options are excellent and claims are paid reasonably quickly. HOWEVER, be prepared for MAJOR premium increases on renewal. We are insuring two dogs and two cats. Premium increased 32% for year 2 and another 45% for year three - a total of 91% in just two years! They say it is due to our pets getting older and increases in veterinary care costs.”

Helpful Report

Posted 2 months ago

Hi Scott, thank you for your time and feedback. We're happy to learn you have been satisfied with the claims experience and coverage. We understand your concern about affordable coverage. The premium is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like, we’d be happy to go over your options for reducing your premium. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 2 months ago


Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 89%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews