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

“I haven’t been reimbursed for my dog being diagnosed with epilepsy… not sure what the point of this insurance is to be honest. Probably going to cancel soon & spread word to my followers so they don’t waste their money as well.”

Helpful Report

Posted 6 months ago

Hi Tori, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 6 months ago

“Took an extremly long time to hear back with results. Payout is not what was expected - notes of "max payment already made" or something to that effect.”

Helpful Report

Posted 6 months ago

Hi Ira, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. Please note, that our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or copay. 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 6 months ago

“Honestly. I am going to cancel. They keep adding stuff to my deductible even though it came out of nowhere because I never had one. If you dog is old do not get this insurance. They don’t reimburse you a lot.”

Helpful Report

Posted 6 months ago

Hi Sara, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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’re welcome to 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 hope you have a good day. - AS

Posted 6 months ago

“Pets Best takes over 45 days to process a claim. After our first claim we were told that future claims would not take as long, not true. Our 2nd claim took about 60 days. We always receive and email that says "due to extremly high volumn" - stupid. We are certainly looking for a new company.”

Helpful Report

Posted 6 months ago

Hi Rachelle, 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 6 months ago

“Pets Best Health Insurance is a complete scam. IF they even acknowledge your claim in a timely manner, by the time you get past the deductible and co-pay, they reimburse you a very small fraction of what you spent...even though the premium is costly. I would absolutely not recommend this service for anyone.”

Helpful Report

Posted 6 months ago

Hi Paul, thank you for your time and feedback. Please keep in mind, that all Accident and Illness policies have a Policyholder chosen per pet copay and deductible that must be met before reimbursing on eligible claims. 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 6 months ago

“Terrible - they sent me an e-mail in mid Nov claiming the check should arrive in 5- 7 days - its now over a month since that e-mail and over two weeks before that when the claim was filed - no reimbursement check - would stay away from this insurer”

Helpful Report

Posted 6 months ago

Hi Bruce, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 6 months ago

“You guys are idiots! For Six years I have bought my dogs flea,tick, and heartworm meds from Australia from Pet Shed. I have sent you the exact same receipt! This year after six years you refused to pay the claim because it was a computer generated receipt. It has been the same receipt for the past six years! I make sure the vet sends you all my vet records,yet you still deny claims. If you do pay claims it takes you 40-60 days! I should be able to delay premium payments for 40-60 days if you can do that. Typical corporate America LOSERS! When these 2 dogs die I will never use you again. Run from Pets Best everyone!!!!”

Helpful Report

Posted 6 months ago

Hi Lois, thanks for your time and feedback. We regret to learn you've had a negative claim experience. We understand your concern about faster claim processing. 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. Additionally, we are happy to review your claims with you and go into specific detail on how to submit a complete claim for a smoother experience. 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 6 months ago

“I signed up for Pets Best from recommendations from a French bulldog website. I'm extremely disappointed as my claim was denied due to a pre existing condition of which it is not. There is nothing in my pet's record. Indicating this existed before my taking out the policy. I'll be fighting it to the extreme. This was the whole reason that I got insurance for my bulldogs. Knowing they can have health issues and then ending up with one that did have health issues and then not being compensated like we should be and paying the premiums we do.”

Helpful Report

Posted 6 months ago

Hi Becky, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. If you’d like to discuss this option, we'd be happy to assist. You may 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 hope you have a good day. - AS

Posted 6 months ago

“You get contradictory AI emails that also contradict the info you get from a customer service operator before they say nothing is covered and then when you cancel they still take your next payment out of your checking account. This is not a company, it is a con. Don't waste your money, put it in a savings account instead.”

Helpful Report

Posted 6 months ago

Hi Penny, 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 6 months ago

“They used to be excellent now everything is a pre existing condition. Just BS”

Helpful Report

Posted 6 months ago

Hi Linda, thanks for your time and feedback. We regret to hear you're unhappy with your policy. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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’re welcome to 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 hope you have a good day. - AS

Posted 6 months ago

“Doesn’t review claims properly!”

Helpful Report

Posted 6 months ago

Hi Christopher, 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 6 months ago

“They waited almost 1 month after repeated calls to see what the delay was as my dog had never been sick!! Almost 1month later they send message that they were just now!! Sending a request for medical records!! And this of me paying almost $1,700 and Still No !!Payment!! Worst Service Ever!! And Even when I make On Time Payments and this was My Dogs First Claim!! THEY DIDNT CARE IF MY DOG NEEDED MORE VET CARE!! LOUSY SERVICE!! EVER!! AND HAD TO BE PLACED ON PERSCRIBED PET VET FOOD!!”

Helpful Report

Posted 6 months 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 6 months ago

“Bbbbbbbbbbbbbb”

Helpful Report

Posted 6 months ago

Hi Lisa, 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 6 months ago

“Pets Best has great advertising skills. I bought the best plan for our new puppy before we knew she was sick. She had an ear infection and giardia and Pets Best did not pay for any expenses related to these two problems saying there is a 14-day waiting period which we were not told when signing up for the policy. I will be switching out of Pets Best and signing up with an upfront company. Processing of the claims was also slow.”

Helpful Report

Posted 6 months ago

Hi Gwyneth, thank you for sharing your thoughts as they are important to us. We regret to learn that your puppy was sick and that the waiting periods have come as a surprise. Please note, that we include these within the quoting tool, on our website, and within our welcome email and policy documents. Unfortunately, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods, is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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’re welcome to 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 hope you have a good day. - AS

Posted 6 months ago

“My past experience has always been positive, but my most recent claim was really frustrating and took over a month to resolve. I had to call them a few times and was on the phone with them for 41 minutes. I’m not certain that I will continue these policies with Pets Best.”

Helpful Report

Posted 6 months ago

Hi Jessie, 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 6 months ago

“Horrible insurance. Will not recommend to my friends and family. Very disappointed.”

Helpful Report

Posted 6 months ago

Hi Simantini, 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 6 months ago

“My little cat Specks is getting older. The premiums are getting more expensive and when we submit a claim from our vet that you have on file, we are told that we have to wait up to 45 days to get a slight reimbursement.”

Helpful Report

Posted 6 months ago

Hi Caesar, thank you for your time and feedback. The premium at renewal 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 occur annually at renewal to balance these age-related health risks with rising medical care needs. 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 6 months ago

“Pets Best' customer service agents are wonderful, so I wish I could rate higher based on this. This complaint I have is not with customer service agents. However, the time it takes to get reimbursed is ridiculously long and prices are higher than other companies with equally excellent customer service and much lower wait times. I have Lemonade insurance for my dogs now for half the price per year than Pets Best charges, and I am reimbursed immediately for routine claims, and within a week for more complicated ones. Not to mention, you raised the price on my yearly Premium and Lemonade did not. Pets Best was not communicative with me when they denied my over $5,000 claim or even gave me a specific reason why. The customer agent I spoke with also did not give me a specific reason why, just sent me letters to file a claim. The condition was not even pre-existing yet they did not even tell me why they thought it was a pre-existing condition. I have filed an appeals claim, but of course, I'm sure it will take a month before I hear back. Meanwhile, I have to bear the brunt of this insanely expensive procedure I would not have done if I had known it wouldn't have been covered. My dog had been to the vet for about a month for his condition before the MRI (the most expensive claim I filed) was done, so I would have known Pets Best would have thought it was a pre-existing condition if they just responded and accepted my claims within a normal amount of time, and I would not have gone through with it. However, since they processed all of my claims from October as of yesterday, I was not aware at all that this was a problem. I got insurance for my perfectly healthy puppy the exact day I brought him home and didn't have any issues with him until October. Pets Best feels like another American corporation banking on profit and the bottom line rather than caring about their customers or pets. In times of inflation, this is especially frustrating and difficult. I understand why pre-existing conditions exist, but handle this on a case by case basis, and communicate with your customers clearly. My other dog had the same issue within the same time frame with Lemonade, and they had no problem covering 90% of my bill. Also, if wait times are long because you are understaffed, use some of those profits to hire more folks to process claims quicker and maybe re-think your business model. I canceled all of my pet policies and will be moving to Lemonade. I have one policy existing, but if my appeals are rejected, I will also be pulling my dog from your company too. I had 4 dogs on your policy and spent a lot of money per year on them; the least I accept back is quick communication and respect. But again, insurance companies just want your money and to cover the least amount of claims as possible, and I don't know why I held Pets Best to a higher standard than that. It sucks because I recommended a lot of folks to you in the past (I have 7 dogs and work nationally in the pet industry), but because of this I will be recommending them to Lemonade or Trupanion and telling them to stay away from Pets Best.”

Helpful Report

Posted 6 months ago

Hi Rhiannon, thank you for your time and feedback. We're happy to hear you have had a positive customer service experience and regret to hear that you have canceled many of your pets' policies. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it 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 occur annually at renewal to balance these age-related health risks with rising medical care needs. We are glad to hear you have taken advantage of your right to appeal the claim decision, since you are in disagreement with the outcome. If you have any questions regarding the status of your appeal, you are welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to the email within 72 hours. We’d be happy to go over your appeal with you, once it’s complete. Should you need anything while your claim is in the appeal process, please do not hesitate to contact us. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 6 months ago

“I now have 3 dogs insured with Pets Best, and have to say I’m not happy. Claims are more often denied or excuses are given for loopoles. Lots of premiums paid with little in return. Im going to shop elsewhere.”

Helpful Report

Posted 6 months ago

Hi Greg, 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 6 months ago

“They have denied reimbursement for my claims without cause. They decided that a condition my cat developed months after I enrolled was "pre-existing" despite the fact that the diagnosis wasn't given previously and that my vet submitted a letter and medical records to dispute their assertion. They are insisting that they know better than my vet does what my cat's health conditions are. It's absurd and most likely illegal. I am stuck with them now but if I had it to do again I would pick a more ethical company. Beware!”

Helpful Report

Posted 6 months ago

Hi Maya, thank you for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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 may 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 hope you have a good day. - AS

Posted 6 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