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Pets Best Insurance Reviews

4.3 Rating 23,033 Reviews

81 %

of reviewers recommend Pets Best Insurance

Company Reviews

4.3

Based on 23,033 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do not recommend. They charge too much and don’t cover anything. Will be canceling.”

Posted 2 months ago

Hi Kelsey, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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 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 2 months ago

“There are caps and limitations on what they will cover. They change the coding on the type of claims you are submitting, so they can say you have a pre-condition and then won't cover the claim. I am just throwing money away and increasing my costs every month using this insurance. I'm cancelling.”

Posted 2 months ago

Hi Mi, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s 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. 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 the specifics of your claim and/or receive an Appeal Form for a claim, 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 2 months ago

“Very disappointing. Almost doubled the premium for the second year, after declining a claim for gastric problems/treatment from me for my dog. I'm cancelling my dog's policy and looking elsewhere.”

Posted 2 months ago

Hi Mary, thank you for your time and feedback. We understand your concern about affordable coverage and regret to hear that you're ready to cancel. 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 2 months ago

“Your customer service stink.”

Posted 2 months ago

Hi Elizabeth, 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 2 months ago

“Most claims were not paid.”

Posted 3 months ago

Hi Hin, 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 2 months ago

“Our pets insurance was raised to about 450.00 more a year. With her going blind this last year due to an inherited eye disease and no other major claims it was upsetting. We felt as we were getting punished, when I called in to discuss this and try to get lower payment I was advised to do away with her wellness, raise her deductible, and pay out of pocket for everything else? Vet visits, and everything that goes along with that, teeth, cleaning, pay for her flea and tick medication along with her eyedrops. She needs to take for her blindness. I wasn’t understanding where we were saving money there. I called back in a week later, and spoke to another girl who went over the other package of wellness which of course is more but I think it is what we need now that Jazzy will need her teeth cleaned next year for the first time ever due to a little plaque on her bottom teeth. In speaking to this young lady who explained everything a little clear, as far as what you cover, I still wasn’t happy, but she did get the cost down a little bit by raising my deductible to 200.00. I only wished Jazz didn’t have this pre-existing eye issue. I would have changed insurance companies if it wasn’t for that fact.”

Posted 3 months ago

Hi Marie, thank you for sharing your thoughts as they are important to us. We are happy to hear you were able to speak with someone to go over your options for reducing the premium cost and getting the coverage that works best for you and Jazzy. 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 2 months ago

“not happy with how they listed the benefits and and how it works. I paid over 4000 for the last two years and still paid a lot to vet directly from 300 bills they only contributed 120 per visit. not worth it. if you are living by the edge. but its good to have a back up for worst-case scenario.”

Posted 3 months ago

Hi Ishita, 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 thought this insurance would cover much more then it did for my dogs yearly visit. I'm quite disappointed .”

Posted 3 months ago

Hi Donald, 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 pay a lot every month and when I finally have a claim Pets Best paid very little of it because of their rules and exclusions. I'm considering ending my relationship with this company.”

Posted 3 months ago

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

“Need to speed up the reimbursement process....and I was told originally there wouldn't be anymore deductibles after the first claim since I hit that originally”

Posted 3 months ago

Hi Jason, thank you for your time and feedback. We understand your concern about faster claim processing and understanding the annual deductible. Keep in mind, that your annual deductible will reset every year at your renewal. Once the deductible has been met for the policy year, your coinsurance rate will still apply but the deductible will be satisfied until your policy renews. 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’s payments take way too long to process No reason why takes so long.”

Posted 3 months ago

Hi George, 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

“It took almost a month to get a response for my claim. This is an unacceptable turn-around time. Almost to the point that I want to quit the company and find one that actually has their $h!t together... Very disappointed...”

Posted 3 months ago

Hi Claire, thank you for your time and feedback. We regret to hear that you may be 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

“I'm very disappointed in how little you covered. Why pay the cost when compensation is shakey.”

Posted 3 months ago

Hi Amy, 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

“Weak on reimbursements.”

Posted 3 months ago

Hi Debi, 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

“Not happy with the coverage because it is inaccurate and my pup had major surgery and now I’m getting the run around of it not being covered. So I’m not happy. I’ll be reporting to the insurance bureau and will be filing a complaint. This is what insurance is for. My pup had a torn ACL. Not covered bc preexisting? How. Totally fighting this.”

Posted 3 months ago

Hi Tyra, thank you for your time and feedback. We're sorry to learn about your pet's ACL tear and hope they are recovering well after surgery. 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. The Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament(ACL) 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 Declarations Page and Policy Information 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

“Too long to receive claim.”

Posted 3 months ago

Hi Ida, 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

“Very slow at reimbursing!”

Posted 3 months ago

Hi Virginia, 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

“Had to enquire about my claim a month after it was submitted. Renewal went up $75/month after the first year with only 1 claim between 3 dogs.”

Posted 3 months ago

Hi Jayme, thank you for your time and feedback. 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. 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

“Claims take a really long time to process. If they are small claims, it’s usually 3-4 weeks. We have had several large claims this year and those take 2-4 months. It definitely makes us shy away from submitting and being out large amounts of money is really rough while waiting for the claim to process. Our other dog has insurance through a different company and all of our claims have been processed either on the spot (within seconds) or the next business day.”

Posted 3 months ago

Hi Sierra, 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

“Honestly a little surprised how slow the claims process took to be paid. It's over a month since I've submitted a claim and I've heard nothing back besides it's "in process". It shouldn't take this long. I'll be switching providers.”

Posted 3 months ago

Hi Justin, 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

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Pets Best Insurance is rated 4.3 based on 23,033 reviews