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

“The Submission process and response to claims is excellent. Rate per month is poor. I haven’t compared other pet insurance carriers at this point but is was very difficult to come up with a maximum amount paid and a deductible and feel like I was actually saving any money when you include the rate per month and what the ins doesn’t cover.”

Helpful Report

Posted 4 months ago

Hi Kate, 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 4 months ago

“They changed how they deal with your claim so it takes longer to reach your deductible. This way they pay you less for your claim.”

Helpful Report

Posted 4 months ago

Hi Anna Marie, thanks for your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. This means, that on an eligible Accident and Illness claim, we apply the Coinsurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Coinsurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find your Policy Information under Documents and Forms in your account on our website and/or reach out with any questions or concerns. 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 4 months ago

“I was under the impression that wellness visits were covered, because that’s what the policy said. The insurance covers some, but not all of the wellness visit. I would have been happier if there was more transparency with the coverage. I’m sure it’s covered in some fine print, but I feel like it’s slightly dishonest. Par for the course with pet insurance though.”

Helpful Report

Posted 4 months ago

Hi Michael, 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 4 months ago

“Feels like they are covering less and less expenses but charging higher premiums.”

Helpful Report

Posted 4 months ago

Hi Linda, thank you for your time and feedback. We understand your concern about affordable coverage. Premium increases can 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 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 claim and coverage 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. 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 4 months ago

“I am a senior on limited income so this is a huge expense for me I have made 3 claims in my one year subscription one for fecal testing which was covered one for skin infection which was added to my deductible and took a long time to reply and one claim just submitted for wellness vaccinations waiting for check I have been paying close to $70 dollars per month for my 1 year old puppy not sure I will be able to continue paying this amount per month she has so far been a healthy little dog spayed and micro chip payed for by myself.”

Helpful Report

Posted 4 months ago

Hi Sylvia, 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 well as the plan selected. 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 4 months ago

“its ok, but dont waste your money on the wellness plan, it covers absolutely nothing when you submit and I got the top of the line policy”

Helpful Report

Posted 4 months ago

Hi John, 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 4 months ago

“I’ve been a customer 2 years now. My first annual premium increase was a few dollars,(expected). However, this year my increase was exponential, approximately $16 per month! That’s crazy in my opinion. I understand premiums are based off other people’s claims as well as mine, but $16 monthly is insane when you consider $45 to $61! Monthly. I’m not getting any more coverage for my dog, just a much higher premium. I think it’s time to shop around and I encourage you to do the same.”

Helpful Report

Posted 4 months ago

Hi Sharon, 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 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 4 months ago

“It takes too long to be reimbursed for money spent.”

Helpful Report

Posted 4 months ago

Hi Diane, 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 4 months ago

“Pets Best Pet Insurance is good pet insurance but they sometimes take a really long time to review claims.”

Helpful Report

Posted 4 months ago

Hi Chandra, 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 4 months ago

“Too much hassle. Not clear introductions on what's needs to be on claim. Claims take longer to get cleared.”

Helpful Report

Posted 4 months ago

Hi Suneet, thanks for your time and feedback. We regret to learn that you've had a negative claim experience. We are more than 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 4 months ago

“I have had this insurance for about 5 years. They do a good job processing claims. However the premium has doubled since I began. It was around $20 a month and now it is over $43 a month with a hike due in June. I’m looking for a new company with lower premiums.”

Helpful Report

Posted 4 months ago

Hi Terri, 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 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 4 months ago

“I thought the insurance would cover nexguard and heart guard for each month but it only covered a 1 month supply. Otherwise, payment is timely and is convenient to use. I need to upgrade my policy!”

Helpful Report

Posted 4 months ago

Hi Mary, thanks for sharing your thoughts as they are important to us. We are happy to hear the claims process has been smooth. Keep in mind, that 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 4 months ago

“Horrible to deal with initially, but eventually got better. Still pretty slow at processing claims.”

Helpful Report

Posted 4 months 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 4 months ago

“The recent price increase was exorbitant.”

Helpful Report

Posted 4 months ago

Hi Constance, thank you for your time and feedback. We understand your concern about the premium increase. 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 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 4 months ago

“Long processing time then once claim is processed there is a long wait for reimbursement”

Helpful Report

Posted 4 months ago

Hi Julie, 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 4 months ago

“I’d give pets best a 5 star review but the anxiety caused by having to appeal their original decision to deny my initial claims has plagued me for weeks. Overall, I’m grateful they listened and changed their decision!”

Helpful Report

Posted 4 months ago

Hi Michaella, thank you for your time and feedback. We understand your concerns about going through an appeal process. 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 4 months ago

“Good insurance but they will skyrocket your price. My premium has tripled in the last 3 years.”

Helpful Report

Posted 4 months ago

Hi Johaksiel, thank you for your time and feedback. We understand your concern about your premium increase. 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 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 4 months ago

“Not happy you paid on my claim. Vet gave her prescription food and medication, but you didn't pay them. Always had Trupanion with my other dogs. Never had this much out of pocket. Definitely will not recommend to people.”

Helpful Report

Posted 4 months ago

Hi Ruthann, thanks for your time and feedback. We understand your concern about coverage. Our policies do not include coverage for food, including prescription diets, but please keep in mind that 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 4 months ago

“Aggravating to turn in documents. Impersonal replies.”

Helpful Report

Posted 4 months ago

Hi Corinna, 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 4 months ago

“I submitted my claim since Nov.30, 2023 but I didn't receive my payment till Jan.02, 2024. I just wonder what is the reason that took so long to process a claim. I recalled I got my money back in just two weeks for my first claim. I was so impressed and that's why I referred my friends to sign up with PetsBest for their pet insurance. I understand that fewer people were working during COVID and I didn't complain for the long waiting period for my other claim at that time. Now that there are so many pet insurance available out there, I am debating if I should change to other providers instead.”

Helpful Report

Posted 4 months ago

Hi Eva, 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 4 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