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

“Very upset with the amount not covered. Like why even have insurance if ill be stuck paying 80% of the bill in an emergency?!”

Helpful Report

Posted 4 months ago

Hi Angela, thanks for your time and feedback. We understand your concern about claim eligibility and coverage. Please 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 4 months ago

“Very unhappy with this insurance can't wait to cancel, when I signed up I made sure spay was covered and it said it was so been on it a few months I have never submitted a claim and just did a few days ago because I got my puppy spayed and I even called before saying to make sure I was gonna get 80% of my almost $600 pain and they said yes it's covered when I call before getting it done so I went ahead and for it and they only refunded $150 and gave don't stupid excuses by email...already looking for another insurance”

Helpful Report

Posted 4 months ago

Hi Angela, thanks for sharing your thoughts as they are important to us. We regret to hear that you’re ready to cancel your pet’s policy. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Spay or Neuter, as preventative care is a direct exclusion of our Accident and Illness policy. 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. For example, the spay/neuter benefit reimburses up to $150. 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

“Too expensive and you are refunding less”

Helpful Report

Posted 4 months ago

Hi Wannetta, thank you for your time and feedback. 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 did not get any help for my latest claim. I don't get it!”

Helpful Report

Posted 4 months ago

Hi Cara, 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 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 4 months ago

“Terrible and over charging for monthly fees. Basically a waist of time to deal with.”

Helpful Report

Posted 4 months ago

Hi Jeremy, 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 4 months ago

“Pets Best sucks. I am leaving them. It is a scam and they consider everything a pre-existing condition.”

Helpful Report

Posted 4 months ago

Hi Mark, 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. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You may 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 4 months ago

“I have been sent notification of payment on 2 claims but nothing has been deposited in my bank account. AND after just one year my rate is being raised. My pup isn't even 2 years old. Not happy. May change providers.”

Helpful Report

Posted 4 months ago

Hi Betsy, thanks for your time and feedback. We’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 4 months ago

“This insurance is such a waste of time and money!!!!! Had it before I ever picked my dog up from the breeder, had a vet checked guarantee from the breeder on picking up puppy of Healthy puppy, than ended up needing emergency surgery 3 months after having her and insurance claimed it was preexisting, had to go thru appeal process and finally got them to pay, this insurance is a joke!!!!”

Helpful Report

Posted 4 months ago

Hi John, 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're glad to hear your claim was found compensable during an appeal review. 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

“Claims take way to long to process. When you call to inquire about your claim their supervisors tell you, you are bothering them. The supervisors refuse to talk to you and tell you to email them with your concerns. Should I email my monthly premiums to them. ??????. Their customer service is atrocious. They make you feel like you are just a number. They have no concern for any of your issues. They make you feel like they could care less if you are insured with or not. Absolutely no customer service. It is shameful how they treat you.”

Helpful Report

Posted 4 months ago

Hi Kevin, thank you for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Your recent interaction has been forwarded to leadership for review. 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

“It pretty much covered nothing.”

Helpful Report

Posted 4 months ago

Hi Rebekah, 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 4 months ago

“Worst ever. Messi so many of my claims and never made them right. Requested a manager to call and no one ever did. Whoever is reviewing claims need to be trained better. Error after error and you don’t fix them”

Helpful Report

Posted 5 months ago

Hi Lori, thanks for your time and feedback. Pets Best is committed to continued work toward providing more efficient service and a more positive experience for our members. 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 4 months ago

“Our dog had an ear infection and nothing was covered by insurance. Our dog also had spinal surgery and that wasnt covered either. I feel everything we send is never covered. There is almost no reason to continue this insurance.”

Helpful Report

Posted 5 months ago

Hi Douglas, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. 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. If you’d like to discuss the specifics of your claim, we'd be happy to assist. 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 5 months ago

“Poor communication, does not keep their word for coverage and it's a waste of money !”

Helpful Report

Posted 5 months ago

Hi Ashley, 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 5 months ago

“A total scam. Would not recommend to anyone”

Helpful Report

Posted 5 months ago

Hi Jackie, 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 5 months ago

“They do not cover what they claim. $900 worth of surgery and they only covered the medication cost of $200. Why pay $100 a month for insurance that doesn’t cover what they say they will?”

Helpful Report

Posted 5 months ago

Hi Corey, 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 copay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. For spay/neuter surgeries, under our BestWellness plan, the maximum reimbursement amount is $150 for all related services (including medication). 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 5 months ago

“I fell for their False marketing saying it takes 3-5 business days to handle your claim, mine took over two months! Will be canceling immediately”

Helpful Report

Posted 5 months ago

Hi Sarah, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. We understand your concern about faster claim processing, however, we do not advertise 3-5 business days. Please understand, 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 5 months ago

“I haven’t been reimbursed for my dog being diagnosed with epilepsy… not sure what the point of this insurance is to be honest. Probably going to cancel soon & spread word to my followers so they don’t waste their money as well.”

Helpful Report

Posted 5 months ago

Hi Tori, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 5 months ago

“Took an extremly long time to hear back with results. Payout is not what was expected - notes of "max payment already made" or something to that effect.”

Helpful Report

Posted 5 months ago

Hi Ira, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. Please note, that our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or copay. 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 5 months ago

“Honestly. I am going to cancel. They keep adding stuff to my deductible even though it came out of nowhere because I never had one. If you dog is old do not get this insurance. They don’t reimburse you a lot.”

Helpful Report

Posted 5 months ago

Hi Sara, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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’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 5 months ago

“Pets Best takes over 45 days to process a claim. After our first claim we were told that future claims would not take as long, not true. Our 2nd claim took about 60 days. We always receive and email that says "due to extremly high volumn" - stupid. We are certainly looking for a new company.”

Helpful Report

Posted 5 months ago

Hi Rachelle, 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 5 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