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

“I have 2 dogs Roka and Ed, a bonded rescued pair Brought to the Vet at the at the same time. Put separate claims in, as per the claim instructions. Received 1/3 of the Roka claim. And still have not received a response for Ed’s claim.”

Helpful Report

Posted 1 month ago

Hi Richard, thanks for your time and feedback. We understand your concerns about processing times and coverage. Pets Best is continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim 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

“It's decent pet insurance. For the price I pay for insurance and the wellness plan there should be more value specifically in the wellness plan. Dog flu and lime disease shots are not covered and should be. Leftover money from other portions of the wellness plan should be able to fill in for those. Or cover the whole amount of the shot or vaccine instead of 60-70% of it. The reimbursements are usually delayed and take a long time. It was good I strange when I first joined and at that price point but increases in price has dwindled the value that was one there. I have been looking for better pet insurance recently that offers more value and quicker reimbursements/customer service.”

Helpful Report

Posted 1 month ago

Hi Matt, 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 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

“Too many things are not covered, if I get 2 vaccines only one is covered.”

Helpful Report

Posted 1 month ago

Hi Jon, 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

“Claims turnaround has gotten very slow.”

Helpful Report

Posted 1 month ago

Hi Elizabeth, 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

“The insurance is expensive for full coverage and I do not feel like I have gotten my moneys worth. Easy to file claims however, the claims take entirely too long to be processed.”

Helpful Report

Posted 1 month ago

Hi Lisa, 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

“Basically their insurance plan was attractive when we were shopping for one and has been reasonable as far as coverage. However, their claims payment process continues to be lacking as far as being timely and their rates have gone up. So, it looks like we'll be shopping around when the policy renewal comes up again.”

Helpful Report

Posted 1 month ago

Hi Joe, 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 don't think the declarations page adequately explains how reimbursement works. I thought I had 80% coverage. Obviously, I don't. My recent claim was reimbursed at 35% with all kind of reasons why. It scares me to death what a large claim's reimbursement would be. Better explanations of coverage are absolutely necessary.”

Helpful Report

Posted 1 month ago

Hi Cheryl, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage. 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

“While mostly reliable and fairly quick to receive reimbursement, I've had all 3 of my submittals for Librela, a monthly injection to help my senior dog with osteoarthritis, rejected as it was called 'routine' care. Once again I will have to call the 800 number to correct it. This is frustrating and should not be excused.”

Helpful Report

Posted 1 month ago

Hi C, thanks for your time and feedback. We understand your concerns about accuracy and 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction, and we look forward to hearing from you if we can be of further assistance. We hope you have a great rest of your day. - AS

Posted 1 month ago

“App hard to use sometimes , claims use to get process quickly, recently after renewal claims takes long time. And reimbursement feels like it’s less and less.”

Helpful Report

Posted 1 month ago

Hi Vivian, thank you for sharing your thoughts as they are important to us. We understand your concerns about the app functionality. Pets Best strives to provide a seamless experience. Please make sure you are on the newest version of the application. To help troubleshoot the concern, you may contact our Customer Care team to provide your device information and details about the issue so we can look into this. 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 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

“Do not understand where copay came in. Takes long time to process claims. I do like my pet coverage so far no penalty when it's chronic illness.”

Helpful Report

Posted 1 month ago

HiTeena, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. 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

“Everything has been fine up till the last claim submission. I keep sending more info but never am told what’s missing.”

Helpful Report

Posted 1 month ago

Hi Michael, thanks for your time and feedback. We understand your concerns about claims-related communication. If you’d like, we’d be happy to go over your claim 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

“Lately, the time that it takes the claim to process has been significantly delayed. In addition, the reimbursement amount for each claim has been reduced or not covered.”

Helpful Report

Posted 1 month ago

Hi Jennifer, 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

“Takes way too long to get a claim refund. I always submit everything, well documented. I’ve been with petsbest for 2 years with a wellness plan added to an insurance plan. It takes forever to hear back! Very disappointing.”

Helpful Report

Posted 1 month ago

Hi Mary, 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

“They don't seem up cover alot of costs that are incurred when the pet is older such as medications and I V set ups.”

Helpful Report

Posted 1 month ago

Hi Nan, 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

“Good coverage, but somewhat slow to reimburse compared to other insurance companies.”

Helpful Report

Posted 1 month ago

Hi Angela, 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

“Although it took a whole month for them to reimburse me, I ended up only paying 20% of the bill”

Helpful Report

Posted 1 month ago

Hi Craig, thank you for your time and feedback. 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 seems to take them extra time every time I have submitted a claim. I've submitted 5 claims through them, and every one has taken around 4-6 weeks on average, each time sending an email saying "sorry this is taking extra time." I don't know why it takes so consistently long, but definitely consider this if you plan on using them. I didn't have a choice when bundling with Progressive, and they really upped my coverage once out cat turned 10 (jumped up 20 dollars a month), so again something else for consideration.”

Helpful Report

Posted 1 month ago

Hi Alyssa, 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 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

“When I enrolled with Pets Best years ago.. I loved it. The monthly premium was reasonable and your claims were filled within 10 days or less. ...now Pets Beat has raised the price of their premium by 30 dollars or more with nothing being offered to to us.They take over 3 weeks to get your claim answered. Not the same pet insurance company I ravd about”

Helpful Report

Posted 1 month ago

Hi Denise, 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 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

“AT FIRST THEY DENIED A VALID CLAIM AND I HAD TO APPEAL. Reasonable rates but high deductible and co-pay”

Helpful Report

Posted 1 month ago

Hi Michael, 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

“I am currently still screening other companies. Seems there's always some reason somethings not covered.”

Helpful Report

Posted 1 month ago

Hi Diane, 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


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