Pets Best Insurance Reviews

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

4.3 Rating 23,070 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 23,070 reviews


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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very slow responding to claims and having pets best insurance is not worth it. I filed one claim in three years and thought my pet would be protected. Vet bill was close to $400.00 and did not get reimbursed for any of the cost. Should have gone with a competitor. I'll be canceling this insurance. Hopefully I'm not any under contract.”

Helpful Report

Posted 1 month ago

Hi Andrew, thanks for your time and feedback. We empathize with your frustrations around 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

“I never had any complaints about the insurance coverage with my previous dog......but with my newest dog YOU PAY NOTHING.........NOTHING...... BEFORE NEXT MONTH'S $$ IS DUE I MIGHT HAVE A NEW INSURANCE COMPANY I did recommend your company all the time....guess what??? not any more”

Helpful Report

Posted 1 month ago

Hi Royce, 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 1 month ago

“Terrible I submitted a claim 2 weeks ago and still no response.”

Helpful Report

Posted 1 month ago

Hi Angel, 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

“My dog was very sick. He doesn't need his senior wellness exam until July. We brought him to our vet, where he was treated and continues to be treated. Pets Bets charged full price for a senior wellness exam, which this was not. It was a sick dog exam.”

Helpful Report

Posted 1 month ago

Hi Chris, thanks for your time and feedback. We're sorry to hear your dog was recently sick, we hope he is feeling better. 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 don’t understand the whole deductible piece. In all the time I’ve had Pet’s Best, I have NEVER gotten reimbursed. It also takes entirely too long for claims to be processed. Going back to Nationwide where I ALWAYS got 80% back from all my vet visits.”

Helpful Report

Posted 1 month ago

Hi Carla, 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

“Slow response on claims. Won’t let you change your policy unless you can go one year without any claims.”

Helpful Report

Posted 1 month ago

Hi Emily, 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

“Slow. Expensive for what’s provided. Met Life much better product with more categories of coverages plus some additional benefits not normally seen. Cancelled after several years with different pets.”

Helpful Report

Posted 1 month ago

Hi Larry, 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 new to this insurance and chose Pets Best because of the superb reviews. The amount of time I have to wait to get my claims processed is unacceptable!! Every time I have put in a claim, I get emails apologizing for the delay. Stop sending your emails and just process my claims promptly, as you advertise. I’m so disappointed with this company and I wish I would have chosen another.”

Helpful Report

Posted 1 month ago

Hi Alicia, 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

“Yall suck I’ve had a terrible experience I put in a claim in February and it’s almost April and it was t ever processed”

Helpful Report

Posted 1 month ago

Hi Emma, thanks for your time and feedback. We understand your concerns about your claims. 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 1 month ago

“It has been 30 days since my claim was filed and still no reimbursement. At this point, I'm paying interest on the credit card to cover the vet bill. I have medical insurance on my horses with another company and have never had to wait more than 2 weeks for reimbursement. As a veterinarian, clients often ask me who to use. Pet's Best, you need to do better.”

Helpful Report

Posted 1 month ago

Hi Kimberly, 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

“If I had never submitted my first claim this might’ve been a 5 star review. But after a month of waiting for my first claim to be processed, and about 3 emails since then apologizing for the delay but then my second claim only taking a week to go through, I’m starting to lose my patience a little bit.”

Helpful Report

Posted 1 month ago

Hi Abby, 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

“Not happy with how claims are handled.”

Helpful Report

Posted 1 month ago

Hi Kathy, 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 going to cancel my insurance with Pets Best. My dog had a respiratory illness, had to have X-rays and drugs. Nothing was covered. Why do I have a illness policy if it doesn't cover something like this. It is ridiculous. I pay over $400 for the policy AND I end up pay just as much for Vet bills. It is a waste of my money and I will be shopping for soemthing better.”

Helpful Report

Posted 1 month ago

Hi Cherie, 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

“I think having a “copay” is ridiculous! Also if a dog is severely ill as my dog was medicines should be included! He was vomiting and pooping blood and didn’t eat for 2 days. So the probiotic that was prescribed to stop his bloody diarrhea and entyce was not on the covered list.”

Helpful Report

Posted 1 month ago

Hi Lori, 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

“I received only $75.00 on a receint claim of $322.00 for my dogs vacines and wellnwss exam.”

Helpful Report

Posted 1 month ago

Hi Andrew, 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

“Unfortunately you cannot give zero stars. This is the worst Pet Insurance company in the history of Pet Insurance. The new pet flu shots require a boster. Pets Best will not pay! Rediculous. Please do not purchase Pets Best if you reall want any kind of pet coverage.”

Helpful Report

Posted 1 month ago

Hi James, 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

“They raise the price every chance they get and deny coverage every chance they get.”

Helpful Report

Posted 1 month ago

Hi Jasmine, 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

“Worst insurance I have had”

Helpful Report

Posted 1 month ago

Hi Mavis, 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

“It is very hard to reach a live person to discuss a denied claim, and once I reached someone, she had no answers; all she could do was send me an appeals form. We just discovered that my pet had an inoperable tumor and we had to put her to sleep, but Pet's Best is claiming that this was part of the same incident from 2 years ago where she had to have emergency surgery for a completely unrelated reason. They had no answer as to why they think the two incidents are the same but rather asked me to prove they are not, which is non-sensical.”

Helpful Report

Posted 1 month ago

Hi Debbie, thanks for sharing your thoughts as they are important to us. We’re so sorry to hear of the loss of your pet as we know that losing a pet is like losing a family member. We understand your concerns about accurate claims processing. If you are in disagreement with a claim determination, Pets Best offers, and encourages, our policyholders to utilize our voluntary appeal review process. The appeal review process includes a First Level Appeal option whereby the complaint, claim, and all of the Pet's associated medical records are provided to an Appeals Specialist for review. Appeals specialists are individuals who are not involved in making the initial claim determination, nor are they familiar with the case. Once we receive your appeal request, we can take a second look at your claim. Please send your appeal form to appeals@petsbest.com. 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

“I pay $42.31 per mth, have been a member since 2020 and the first time I have an emergency with my dog, they don't cover it. I will be cancelling - Big waste of money!! Sharing complete store on Facebook”

Helpful Report

Posted 1 month ago

Hi Juanita, 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. 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

Pets Best Insurance is rated 4.3 based on 23,070 reviews