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

“I feel like you are covering less and less on my policy and my dog had no health issues when I started with you. Now that my dog has epilepsy you don’t cover much anymore, and I pay $ 42.00 a month.”

Helpful Report

Posted 3 months ago

Hi Heather, 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

“Very slow in processing. They pay for nothing. Shopping around for a better provider.”

Helpful Report

Posted 3 months ago

Hi Wayne, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy and 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

“Covered 46$ of my dogs 1200$ vet bill for a mass removed from her mammary gland.”

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Posted 3 months ago

Hi Mike, thanks for your time and feedback. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for a Spay or Neuter on their pet’s policy, as preventative care is a direct exclusion of our Accident and Illness policy. Keep in mind all Accident and Illness policies also 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 3 months ago

“I do not plan on renewing, the time it takes to process a claim is ridiculous. The coverage is so limited its a waste of money. I will not be recommending”

Helpful Report

Posted 3 months ago

Hi Kendall, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy and 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

“Submitted a claim for a procedure in 2023, and they paid it in 2024, towards my deductible.”

Helpful Report

Posted 3 months ago

Hi Eric, thank you for your time and feedback. We understand your concern about accurate claim processing. Each claim is processed based on the date of service for the claim, not the date it was completed. Your policy term is one year from the date of policy inception, which may fall outside of a normal calendar year. You can reference your unique policy term dates on your Declarations page which can be found under Documents and Forms in your Customer Account. If you have 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 3 months ago

“Heads up, Pets Best takes forever to pay you for a claim, but real fast to process your premium every month!”

Helpful Report

Posted 3 months ago

Hi Tabby, 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

“This is the worst pet health insurance I have ever "TRIED" to use. They took 30 days to review an annual vacanations claim and denied it because they do not cover such things. They don't request your pet's medical records at the start of the new policy, they wait until something happens which further delays the claim. We purchased their upgraded policy and for it to not cover wellness and vacanations is absurd! I HIGHLY RECOMMEND you to look at your grandma's home remedies for your pet before subscribing to this company's health insurance for your pet, THEY SUCK!!!!!!!!”

Helpful Report

Posted 3 months ago

Hi Michael, thanks for sharing your thoughts as they are important to us. Pets Best is continually focused on enhancing efficiency and reducing the time it takes to process claims. 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

“Worst insurance. Will not renew for sure.”

Helpful Report

Posted 3 months ago

Hi Barbara, 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

“My experience with Pets Best has been terrible. I do not recommend this insurance to anyone. They take a long time to respond to the claim you submit, and then, they don't pay you the 80%”

Helpful Report

Posted 3 months ago

Hi Gloria, 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

“Insanely slow and inappropriate processing times no communication between the claims department and the front end, lots of errors”

Helpful Report

Posted 3 months ago

Hi Adam, 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. 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 have to give one star to leave a review but Pets Best does not deserve the 1 star. I submitted a claim for my pet's hospital stay mid November and have yet to be reimbursed. I have called Pets Best numerous times and only get to speak to a customer rep that reads notes from the claims adjuster and not an actual claims adjuster. I have worked tirelessly calling the vet hospital and communicating between both entities to finally get a revised/corrected invoice from the vet hospital. Once I finally have that in hand, Pets Best closed my claim with NO WARNING. I submitted another claim and was hopeful I would finally be reimbursed the thousands that are owed to me for the plan I committed to and paid a montly payment to as well. My hope was crushed again as Pets Best sent me another email today asking for MORE records. I am dumbfounded as the original concern was that the subtotal did not add up to the itemized amounts and was off by a small amount of money. Waiting for this claim to be finalized has taken months and the lack of communication from Pets Best is very disappointing as I expected so much more. I had to work diligently with the vet hospital and Pets Best confused as to why I was doing the legwork with little to no results. In the past, I had recommended Pets Best to friends but will now share this very unnecessary and unfortunate story. I am no longer hoping to get any money reimbursed to me even though my dog has no preexisting condition(s) and is a healthy 4 year old. He simply ingested something that made him sick and was very sick. To add to this, I submitted a 2nd claim for a Wellness visit and it looks as though they are only covering half instead of the 80% I expected. They are also asking for additional records for that visit even though I submitted the claim with the invoice and the work they did for my dog's checkup. My expectations are at an all-time low at this point in time.”

Helpful Report

Posted 3 months ago

Hi Gloria, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We are happy to review your claims with you and go into detail on how to submit a complete claim for a smoother experience in the future. Once a complete claim is received, Pets Best must sometimes perform a thorough review of your pet's medical history to determine if the claim is eligible for coverage. Medical records are typically requested directly from your veterinarian, however, if we do not receive a response we may ask for your assistance. Please 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. For assistance with your claims and coverage questions, 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

“Take to long to process claim and don't give my money back very disappointed”

Helpful Report

Posted 3 months ago

Hi Maria, 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

“Claim process was a headache, automated emails provided poor status updates on the claim and the adjusters provided little to no information on phone on how to resolve the issues that wer impeding resolution. One adjuster said they'd look into the issue and call me back and then never did.”

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Posted 3 months ago

Hi Sean, thanks for sharing your thoughts as they are important to us. 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

“When I first signed up with Pets Best, my claims were processed in a timely manner. It shouldnt take over a month to process a claim. I will be looking for a different carrier.”

Helpful Report

Posted 3 months ago

Hi Brad, 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 wouldn't recommend Pets Best to ANYONE.”

Helpful Report

Posted 3 months ago

Hi Linda, 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

“Took almost a month to process my claim after my dog was spayed. Then out of the $500 bill I was only reimbursed $180. Beginning to wonder why I pay them $150/month for insurance.”

Helpful Report

Posted 3 months ago

Hi Nicole, 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. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s spay or neuter, and covers up to $150 of the total cost of the spay. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for a Spay or Neuter on their pet’s policy, as preventative care is a direct exclusion of our Accident and Illness policy. 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

“Did not cover.”

Helpful Report

Posted 3 months ago

Hi Keith, 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

“It is not what it used to be; when I first started with my pup in 2017 you guys were flawless. Priced just right and would finalize claims instantly. Today, you’ve raised my policy over $400 through the years and it now takes over a month for claims to be finalized.”

Helpful Report

Posted 3 months ago

Hi Alfonso, thanks for sharing your thoughts as they are important to us. 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. 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

“Takes over a month for claims to be paid out. Doesn't cover everything needed for pets. Currently considering new insurance for my dogs with better coverage.”

Helpful Report

Posted 3 months ago

Hi Ralph, 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. 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

“Every time I would submit a claim, it would take 45 plus days to process. They required way too much documentation. And way over priced!”

Helpful Report

Posted 3 months ago

Hi Abigail, 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


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