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

“I have two outstanding invoices I submitted and it's been over 2 weeks since I did so, which is frustrating. I find that smaller amounts are quickly responded to and larger amounts take much longer. I understand why it might, but it's still annoying.”

Helpful Report

Posted 3 months ago

Hi Ingrid, 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

“They will up your premium after one year by over $100 which is outrageous, then they don’t give you an affordable option without increasing your deductible which is not allowed to be reduced in the future. If I knew it would be like this, I would never have signed up with them. This is my second and LAST YEAR. The fine print on wellness and meds is ridiculous, too. Only $50 for the years on a 4/annually applied medication so my do doesn’t get mange? No, this is robbery and a joke.”

Helpful Report

Posted 3 months ago

Hi Tizsa, thanks for sharing your thoughts as they are important to us. We regret to learn that you are unhappy with the Wellness coverage. 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

“The length of time to get payment is not good.”

Helpful Report

Posted 3 months ago

Hi Rebecca, 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 know your company must be very busy processing claim. But this claim took a very long time to process.”

Helpful Report

Posted 3 months ago

Hi Steven, 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

“Claims processing is slow on illness claims”

Helpful Report

Posted 3 months ago

Hi Amy, 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

“Review took a long time. Coverage was mimimal. I have yet to decide whether coverage is worth it.”

Helpful Report

Posted 3 months ago

Hi Jean, thanks for your time and feedback. Rest assured, we're 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

“I like the price and the coverage but the amount it took for my claim to get processed was crazy long.”

Helpful Report

Posted 3 months ago

Hi Karen, 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

“Overall they are OK. They seem to try to find any reason to not pay out, causing me to call and fight for valid claims. They also seem to take a while to process claims.”

Helpful Report

Posted 3 months ago

Hi Michael, 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

“Too expensive and not enough coverage!”

Helpful Report

Posted 3 months ago

Hi Bernadette, 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

“The insurance itself is fine, however it takes forever to get reimbursed.”

Helpful Report

Posted 3 months ago

Hi Katelyn, 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’m disappointed with the annual wellness plan maximum amounts. I cancelled my wellness plan with the vet with the assumption that wellness plan with you is 100% covered, but it’s actually costing more! More added for the monthly payment and NOT 100% covered.”

Helpful Report

Posted 3 months ago

Hi Tiffany, thanks for sharing your thoughts as they are important to us. We regret to hear that you're unhappy with the Wellness plan selected. 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

“The reason I gave it to three and not five the rates are very reasonable. The app could be a little more user-friendly, but the biggest problem I have it takes over a month for them to fill a claim so last time my dog Had a vet bill that I had to put on my credit card. I wound up paying interest on it also because they’re so slow to pay. It shouldn’t take a month for them to fill out a claim.”

Helpful Report

Posted 3 months ago

Hi Alan, 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

“Claims take quite a long time”

Helpful Report

Posted 3 months ago

Hi Charles, 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 my first experience using pet insurance. I have 4 dogs and purchased Best Wellness as well as Accident and Illness insurance given that I have older dogs and adult dogs - 3 of which I recently rescued. The rescue dogs needed standard healthcare and neutering or spaying. After my dogs received needed "wellness" care, I filed about 15 claims based on multiple vet visits and issues because I wasn't quite sure how to file claims that included wellness and illness as defined by policy language thus I filed multiple claims based on one vet visit invoice. I did call Pets Best and received excellent customer support during the process. I learned I didn't understand some of the language or how the policy would be applied to various wellness care like neutering. So I am saying that the policy language can be confusing and advise don't count on what reimbursement you will receive until you see the $ amount and speak with a representative. I suggested to the representative some disclosure language that should be added to the Wellness policy to avoid confusion for others in the future. Reimbursement was a bit slow to receive using the direct deposit option, but payments were accurate and easy to track once received. Communication via email during the claims process was timely and comprehensive. I would like to see the $ amount appear in the accepted claim email as well as within the actual document enclosure - would make it easier to revisit without having to reopen the enclosed document particularly in my case with many open claims at one time. Overall I appreciate the service, but as is always the case with insurance - you don't know what you don't know until you file a claim. I found it cumbersome to have to upload duplicate vet history records for pets that had visited multiple vet practices when the records were included for both practices in one document. I also didn't like to find out after the fact that Pets Best would have contacted the practices directly for records; I could have avoided making the effort myself despite the disclaimer that if I made the effort, the claims may be settled more quickly.”

Helpful Report

Posted 3 months ago

Hi Christina, thanks for sharing your thoughts as they are important to us. We're happy to hear you found helpful support when contacting us with your questions and concerns. 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

“Not the quickest with turn around repayment but that is somewhat ok with me. My biggest complaint is I have been with them for 15 years and when I started you could change your annual limit each year. They have now changed that and we old loyal people can not get an unlimited plan unless we drop our current plan and start over. We all know what that means....nothing is covered that was preexisting so it is a win win but NOT for us. No loyalty programs at all for long term members.”

Helpful Report

Posted 4 months ago

Hi Deb, we appreciate your feedback, as it assists us in working towards improved customer satisfaction. We understand your concern about flexible plan options. Please keep in mind, that when per-incident plans were offered, they included the option to increase your incident limit. This increase would only apply to new incidents and did not apply to existing conditions. Since moving to annual plans, we have not allowed upgrades to the annual limit. We also 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 is an OK insurance, most of the time they don't cover your expenses or theh say you already passed the limit of this year (first claim of 2024 and I already passed the limit?) I guess it is better than having nothing”

Helpful Report

Posted 4 months ago

Hi Miguel, 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

“It really doesn't cover a good percentage of care.”

Helpful Report

Posted 4 months ago

Hi Tara, 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

“In general, Pets Best is good pet insurance. You can customize your plan, including coverage and payment. They’ve covered everything they should based on the plan. The iPhone app worked great when we first signed up (about 2 years ago), but has had some issues over the last year. It doesn’t keep you logged in and takes way too long to load. I usually go to the website to check on claims. Also, when we first signed up, they processed and paid claims very quickly. Over the last year, it has taken about a month to process each claim.”

Helpful Report

Posted 4 months ago

Hi Elizabeth, we appreciate your feedback, as it assists us in working towards improved customer satisfaction. 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

“Takes too long to get paid”

Helpful Report

Posted 4 months ago

Hi Cecile, 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 4 months ago

“I am generally happy with Pets Best? But I feel that the routine care insurance is way more expensive than it's worth, I had my pet's yearly routine visit. And it's already maxed out my benefits, so I will pay more for the insurance than just the visit would have cost. I was also not thrilled with how long payments take, my other dog has different insurance (which is oddly enough underwritten by the same folks) when I file claims for her I am usually paid within a week where pets best can take a month or more.”

Helpful Report

Posted 4 months ago

Hi Matthew, 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. We hope you have a good day. -AS

Posted 4 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