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

“I appreciate the fast response but I am not happy with the fact I submitted a claim for an emergency procedure that cost $2100 and only go refunded $240.”

Helpful Report

Posted 4 months ago

Hi Richard, thanks 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. 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, 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

“The time it takes to process a claim is absolutely way too long. Especially when being out so much money to have to wait over a month seems ridiculous.”

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Posted 4 months ago

Hi Heather, 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

“The claims submission process is easy, but claims are always delayed.”

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Posted 4 months ago

Hi Erin, 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

“The reimbursement process for my dog's pet insurance was unacceptably prolonged.”

Helpful Report

Posted 4 months ago

Hi Annette, 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

“They used to be great, but rates have gone up far outpacing inflation, and claim processing time has grown to nearly one month. Other companies do this better than Pets Best, and I'm starting to seriously consider changing to one of those other insurers.”

Helpful Report

Posted 4 months ago

Hi Clyde, 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

“Slow to review claims. Stuff on claim review that I did not even submit as a claim. Confusing on what actually is covered under wellness plan. Losing confidence is n this company..”

Helpful Report

Posted 4 months ago

Hi Quinton, 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. 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. 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

“Not good at all when it comes to payments.. always short handed and delays everytime you put a claim...”

Helpful Report

Posted 4 months ago

Hi Javier, 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 have submitted several claims and 2 already have been denied. I have kk idea why I’m Even paying for this insurance. Also I have submitted 3 claims in the last 2-3 months and all I keep getting are emails saying they are sorry they are behind. And they appreciate my patience. Well I’m out of patience already since I still have NO reimbursement. I would NOT recommend this pet insurance!”

Helpful Report

Posted 4 months ago

Hi Elisabeth, 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. 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

“I am supposed to have preventive wellness insurance yet my most recent claim was not paid...why do i even have this???”

Helpful Report

Posted 4 months ago

Hi Robin, 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

“The funds I've paid in monthly premiums for the 13 plus years that I've insured my pets, came to more than their medical bills in most cases, by thousands of dollars per pet. The pets that I did use insurance to reimburse medical bills for, the insurance coverage limits kept me from being able to afford the full medical treatment recommended. Some very necessary and helpful treatments were not covered. My pets declined. It was very sad. PetsBest is extremely slow at reimbursing, usually it's 40 days, after I've already spent the money, and gotten the receipts uploaded in their system. It takes quite a lot of time to do all that too. Some of the customer service people are kind, some are jerks. When your pet is suffering and you're striving to help your beloved, it's no time for a snotty attitude from an insurance rep. Putting the forms online is not too hard, but it does require a good deal of administration. And once you do, it's not that clear to me how the system works. I used to recommend to everyone that they get pet insurance and I'd mention PetsBest, but now that I've had to use it, I don't recommend it anymore.”

Helpful Report

Posted 4 months ago

Hi Jennifer, thanks for sharing your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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 we do offer policies with unlimited annual coverage. If you are interested in rewriting your policy to include more coverage, we recommend that you reach out to our Sales Team, as they will be happy to help you. Any policy rewrite would exclude coverage for pre-existing conditions and new waiting periods would apply. You can contact our Sales 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 available option is to chat with an agent by going to our website and clicking on 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 got the max coverage for my dog including wellness. They cover very little. They take a long time to pay out. I had Nationwide in the past and they were much better. They also were raising their premium by almost 20%. Not sure how that would be justified but i'll probably go back to Nationwide.”

Helpful Report

Posted 4 months ago

Hi Ben, thanks for sharing your thoughts as they are important to us. 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. The premium at renewal 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. 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 4 months ago

“Very unhappy with Pets Best. I've filed 5 claims and only one has been paid. You can't consider allergies a preexisting condition and how can you know if you have allergies without testing. They refused to pay for treatment or testing for allergies. Getting ready to cancel this insurance.”

Helpful Report

Posted 4 months ago

Hi Greg, 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 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 find them extremely slow in processing claims along with huge price increases. We've made only a couple of claims during the 4 year terms of our policies. Both fell within deductibles and no payments were made. Both were for minor illnesses. And yet Pets Best took 4-6 weeks to process the claims. And the yearly policy for EACH dog went from the $400+ range to the $650+ yearly cost. Massive increase. I doubt I'll refer them.”

Helpful Report

Posted 4 months ago

Hi Gabrielle, 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. Please note, that 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 4 months ago

“Takes more than 15 day to process the claims ( 3 times with the last one) . And the reimbursement is not as much as I expect”

Helpful Report

Posted 5 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 4 months ago

“Reimbursement time is never the “estimated” time it takes way longer even for an accident related claim. Doesn’t cover a majority of costs like other insurances will be switching my dog.”

Helpful Report

Posted 5 months ago

Hi Diana, 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. 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

“There’s always something in the fine print that disqualifies you from getting your money back when doing a claim. I got nothing back for taking my dog to the vet because of a cut on his ear.”

Helpful Report

Posted 5 months ago

Hi Sitara, 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 4 months ago

“Benefits and terms are ambiguous with many claims go as Wellness Check instead of actual coverage even when there are exams needed for an illness. The interface is not useful since it doesn't tell customers how far they are from meeting deductibles. The insurance often renew without notifying the customers so even when they are unhappy and awaiting for cancelation, the policy would auto-renew.”

Helpful Report

Posted 5 months ago

Hi Linh, thank you for your time and we appreciate your feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. A renewal notice is sent out 30-45 days before your automatic annual renewal date, depending on your state's guidelines. Please note, that although we hope you do not wish to cancel, you may cancel anytime effective the next day, and receive a prorated refund for unused premiums. 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 4 months ago

“Been subscribed to this service for a few years now and this is the first time I had to use my insurance. And I am happy that my claim was finally approved and payment was sent. (still waiting for the deposit into my account). All though the length of the process took a long time, from time that I sent in the claim to the time I received the approval was almost 30 days! Now I believe this is a bit too long in my opinion. I may start thinking of moving my pet to another insurance company if this continues. Not sure if others are experiencing the same time on claims? Claims review and approval should not take this long. I was also told it could take up to 45 days over the phone with the company! I hope this issue is resolved and improved in the future.”

Helpful Report

Posted 5 months ago

Hi Nicolas, 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

“They’re expensive and support very few claims. The product is designed to disqualify most claims. Plus their process time 1-2 weeks) is long for payouts but very short (1-2 days) when disqualifying claims. I would go to another company.”

Helpful Report

Posted 5 months ago

Hi Anudeep, thank you 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. 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. 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

“Price has gone up for my dog about $40 plus the cost of medication. Getting a refund also take a really long time for a medication that is ordered several times monthly”

Helpful Report

Posted 5 months ago

Hi Jovan, 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


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