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

“honestly i am starting to feel like insurance for my pet isnt worth it.”

Posted 3 months ago

Hi Renee, 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 3 months ago

“Claim took too much time to process.”

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Posted 3 months ago

Hi Linda, 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 3 months ago

“The amounts paid per items billed are quite a bit lower than what the services cost today.”

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Posted 3 months ago

Hi Peter, 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 3 months ago

“They were initially great when I have been using them almost 9ths now but within the last 1-2 yrs they are extremely slow with processing claims and then I do not understand half the bills as my dog has been sick going to vet almost monthly when certain things covered once and then next time there a copay or deductible.”

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Posted 3 months ago

Hi Alanna, thanks for your time and feedback. 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 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 3 months ago

“Still not what I think I should be getting for the money .”

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Posted 3 months ago

Hi Allen, 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 3 months ago

“I was a bad client. I have pet insurance for my dog and never submitted a claim. After two years I submitted everything all at once. I have been told by customer service it can take 15-42 days to pay out. Now I know it’s my fault for waiting so long but they shouldn’t take 42 days.”

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Posted 3 months ago

Hi Kathy, 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 3 months ago

“Take entirely too long to process claims.”

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Posted 3 months ago

Hi Jackie, 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 3 months ago

“I will have to re check my policy.. not sure I am on the right plan . Not much coverage payments. Or do some research on new policies”

Helpful Report

Posted 3 months ago

Hi Theresa, 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 3 months ago

“I wish for what I paid more was covered. I feel like so many of my Vet visits with Ben are never covered. I have gotten other insurance offers, but I am loyal to Pets Best. I have been with you with 2 Saint Bernards, I just feel like things are different for some reason.”

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Posted 3 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 3 months ago

“The company honors its commitment but at times their processing is really slow”

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Posted 3 months ago

Hi Hector, 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 3 months ago

“Don't know why you would cover one dog for the same procedure as the other, but not the first dog. Not entirely happy with your procedures”

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Posted 3 months ago

Hi Iris, thank you for sharing your thoughts as they are important to us. We understand your concerns about consistent coverage across pets. Under the Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for your pet to be eligible for Periodontal Disease coverage. There, it advises that for your pet to be eligible for Periodontal Disease coverage, your pet must be free of any signs of Periodontal Disease prior to the Policy Effective Date or during any Waiting Period, and beginning at three years of age, your pet’s teeth must have been cleaned and examined under general anesthesia by a Veterinarian in the thirteen months before the date of service for the Periodontal Disease claim. Any Periodontal Disease found during the prior teeth cleaning mentioned above must have been treated before Periodontal Disease coverage becomes available for your pet. Additionally, our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy, as preventative care is a direct exclusion of our Accident and Illness policy. If you feel your claim(s) have been denied incorrectly, you do have the right to submit additional information to have the claim reviewed. For assistance with your claim(s), 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 3 months ago

“The processing time after submitting a claim is very long.”

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Posted 3 months ago

Hi Bunji, 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 3 months ago

“Two errors were obvious when I got my first statement. Two invoices were submitted at the same time, they failed to keep all explanations together by statement date ( although that wouldn't have changed the amount returned. They did enter an incorrect amount of one item on one of the statements. I still haven't received the funds yet but it has only been a couple of days and I didn't care for the way the explanations were posted.I found it very confusing. Maybe when I have more time to study the policy I will be able to include more information.”

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Posted 3 months ago

Hi Tom, thanks for your time and feedback. We're sorry to learn about your recent negative experience. 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 3 months ago

“I'm disappointed with the insurance coverage. It had been my understanding that wellness visits would be covered. Unfortunately, that has not been my experience. When I have emailed PetsBest to inquire about coverage, I have never received any response. In addition, I have asked them about my dog's breed status. I have a standard breed which they have listed as "rare breed". That is incorrect. On several occassions I've asked about this ranking and have yet to hear back from them. (It is my understanding that insurance for a "rare breed" costs more than for my dog's "standard breed" status.)”

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Posted 3 months ago

Hi Regina, 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. Please note, that we do not have a "standard breed" option, however, you can select your pet's specific breed during enrollment or request to have the breed updated (records may be needed depending on the age of your policy and whether or not claims have been filed). If your pet's specific breed is not a listed option, "rare breed" may have been the best option. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 3 months ago

“It seemed like a lot of time between mail time and when you showed it recieved!”

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Posted 3 months ago

Hi Vincent, thank you for sharing your thoughts as they are important to us. We understand your concerns with the amount of time it can take to receive information via mail. We recommend using our electronic options, such as the customer portal which can be accessed from the mobile phone app or website browser. We also accept claims via email at claims@petsbest.com. For assistance with these options, 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 3 months ago

“Pet’s Best has good coverage, but it’s frustrating to have to wait over a month for claims to process.”

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Posted 3 months ago

Hi Isabella, 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 3 months ago

“I’ve had pets best insurance for my dog for many years but only recently my view of them had changed - this year my premium increased $50 monthly though I have never sent in a claim larger than $600 in years past. My dog does not have ANY health issues and for majority of the past 2 years I’ve only used the insurance for wellness and preventive services. I had to greatly cut our coverage to match what I was paying before so now it’s really only going to be used in case of emergency. Really disappointing as a long time customer facing a massive premium hike when I’m not a high risk customer. Otherwise I love the app it’s easy to use and very simple - just upload a receipt, never have to talk to anyone it’s always done very seamlessly and automatic reimbursement to the account of my choice.”

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Posted 3 months ago

Hi Ariana, thank you for your time and feedback. We're happy to hear you have enjoyed the claim submission process, our goal is to make this process as easy as possible. We understand your concern about affordable coverage. 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 3 months ago

“Coverage is lacking for the cost.”

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Posted 3 months ago

Hi Jonathan, 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 3 months ago

“I spent $360 at the Vet for a Wellness and Yearly Physical and I was reimbursed $55. I'm thinking I would be better off cancelling the Wellness Portion of my Insurance Plans because it is costing me more to have the insurance.”

Helpful Report

Posted 3 months ago

Hi Lance, 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 3 months ago

“I think the premium went up way too much money and there should be some loyalty since having this since she was a puppy. It's way overpriced.”

Helpful Report

Posted 3 months ago

Hi Jessica, thank you for your time and feedback. We understand your concern about affordable coverage and thank you for being a part of the Pets Best family. 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 3 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