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Pets Best Review

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Reviews 2,063

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Jacob Parker
Jacob Parker
May. 03, 20214 min read

Pets Best summary

Pets Best is one of the most established pet insurance providers on the web today. It was launched in 2005 by Dr. Jack Stephens, who actually helped to kick start the pet insurance industry some 40 years ago. Today, the Pets Best service stands out thanks to its international pet coverage and unlimited protection.

Pros

  • Affordable accident-only coverage
  • Unlimited plans available
  • 24/7 pet helpline

Cons

  • Some coverage exclusions are vague
  • Wellness treatments are not included
Pets Bestat a glance
4.8

Editorial score

Online experience

Excellent site with mobile optimization, learning resources and live chat

5.0

Customizable rates and services

Customizable plans and rates, 50-90% reimbursement, no upper age limit

5.0

Claims payout waiting period

Days

4.0

Customer support

24/7 communication and a pet hotline available

5.0

Bundles

Multi-pet and multi-policy bundles available

5.0

Pets Best Pets Best View Rates

What's Covered?

Because Pets Best has a wide range of different plans, certain expenses, such as medical evaluations, are only be covered by certain packages. With the exception of the budget accident-only policy, all Pets Best policies will cover these costs:

  • Illnesses including cancer, diabetes, allergies, and cruciate ligament injuries
  • Skin and ear infections
  • Hereditary and congenital conditions
  • Emergency care, hospitalization, and surgeries
  • Dental issues
  • Prosthetics and wheelchairs

Insurance Plans & Pricing 

Pets Best offers three different core service packages: Essential, Plus, and Elite. There’s not a massive amount of difference between them as all three can be used to pay for costs such as emergency room visits, medications, and surgeries. However, the Plus plan also provides coverage for veterinary exam fees. The Elite plan goes a step further with coverage for rehabilitation, acupuncture, and chiropractic treatments.

Pricing varies based on your location, your pet’s characteristics, your chosen deductible, reimbursement percentage, and annual limit. When we requested a quote for our female, mixed breed puppy with a $250 annual deductible, 90% reimbursement rate, and no coverage limit, Pets Best quoted us $32.48 per month for the Essential Plan and $39.65 for the Elite package. 

By contrast, with the same plan setup, Pets Best quoted between $44.31 and $54.09 per month to protect our 10-year old American short-hair cat. It’s worth noting that your premiums will be dropped by 5% if you insure more than one pet.

Pets Best also has a fixed-rate accident-only plan. This costs $6 per month for cats and $9 per month for dogs, regardless of age or breed. 

What’s more, you can add wellness protection through Pets Best with two add-on policies: $16 per month EssentialWellness plan or the $26 per month BestWellness supplement. These extra subscriptions have no deductible and can be used for costs such as flea prevention, vaccination, and microchipping.

What's Not Covered

No Pets Best plan will reimburse you for expenses related to pre-existing conditions or non-medical costs like special diets. Also, Pets Best won’t pay for problems generated by preventable conditions where a vet has previously advised you to take measures to avoid something turning into an issue.

Waiting Periods

Pets Best stands out from competitors thanks to its waiting periods which are some of the shortest in the industry. Three days after taking out your policy, you can make accident-based claims, and illness-related expenses can be claimed after two weeks. Most competitors, like Spot, have two-week waiting periods for all claim types. 

However, Pets Best does make you wait longer for costs associated with cruciate ligament conditions. The waiting period for these expenses is six months. 

Coverage Limits

With all Pets Best plans, you can choose between unlimited coverage or a $5,000 annual limit. If your pet encounters any major medical issues, you could easily face over $5,000 in costs in a given year, so many Pets Best customers are better off with the unlimited option. 

Reimbursement and Deductibles

When you take out a Pets Best policy, you can choose between a 70, 80, or 90% reimbursement rate and an annual deductible of $50 to $1,000. The deductible is what you’ll pay out of pocket every year for treatment before your policy kicks in.

Let’s say you have a labrador insured with Pets Best on an Essential policy with an 80% reimbursement rate and a $500 deductible. If your pet requires an emergency $700 surgery at the start of the year, you’ll get $160 towards the cost. However, if $1,800 worth of medication is required later in the same year, Pets Best will reimburse you $1,440 because you’ve already paid your deductible.

Claims and Service 

Filing a claim through Pets Best is extremely easy thanks to the helpful online portal. All you need to do is fill out a short claim form and attach it along with photos of paid invoices and proof of payment, such as a credit card receipt.

If you have any problems entering a claim, you can get in touch with the Pets Best customer care team over the phone or via live chat. Agents are available from 5 AM to 7 PM MST Monday to Friday and on Saturday mornings.

What You Might Like

Lots of Pets Best clients enjoy the pre-authorization system for claims of more than $500. This can give you peace of mind that the cost of a major procedure will be reimbursed before you decide to go ahead with it. All you need to do is submit a few documents, including an itemized estimate and your pet’s medical records, to get pre-authorization.

What Pets Best Could do Better

A downside of Pets Best is that the platform excludes parasites, pre-existing conditions, and preventative procedures from its coverage. Unfortunately, few insurers are willing to pay for costs relating to pre-existing conditions, but some alternative providers do have packages that cover parasitic infections and preventative treatments. 

Contact Details and Address

You can reach Pets Best on the phone at 1-877-738-7237 or by mail at:

Pets Best

2323 S. Vista Ave. Ste. 100

Boise, ID 83705

How Pets Best Compares


Pets BestASPCA
Waiting period3 - 14 days14 days
Reimbursement rate70% - 90%70% - 90%
Annual deductible$50 - $1,000$100, $250, or $500
Coverage limit$5,000 or unlimited$5,000 or unlimited

Pets Best Pets Best Visit Site

Bottom Line

Cat and dog owners wishing to make sure the needs of their beloved pets are taken care of are sure to love Pets Best. Claim pre-authorization along with limit-free policies mean, once you’ve subscribed to Pets Best, you can rest easy in the knowledge that you won’t be left with a huge bill if your pet requires emergency treatment. Do keep in mind, however, that the Pets Best core plans don’t cover any wellness treatments or pre-existing conditions. 

To compare more financial products and read more guides and reviews, visit BestMoney

Disclosure

Pet insurance offered and administered by Pets Best Insurance Services, LLC is underwritten by American Pet Insurance Company (APIC), a New York insurance company, or Independence American Insurance Company (IAIC), a Delaware insurance company. Please visit www.americanpetinsurance.com to review all available pet health insurance products underwritten by APIC. IAIC is a member of The IHC Group, an organization of insurance carriers and marketing and administrative affiliates, please visit www.ihcgroup.com for additional information. Please refer to your declarations page to determine the underwriter for your policy. Each insurer has sole financial responsibility for its own products. 

Jacob Parker
Written byJacob Parker

Jacob Parker is a financial and technology writer. With a background in climate science, he's deeply interested in the intersection of fintech and sustainability and has a passion for impact investing and ESG research. He writes for BestMoney and enjoys helping readers make sense of the options on the market.‎

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See what some costumers are saying about Pets Best
Pets Best
GreatReviews 2,063
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  • author
    Lauren
    3 days ago
    Easy to Deal With

    Pets best is super easy to submit claims to and also very accepting of their coverage. Thanks to them Tuckers rash infection was covered.

    ...

  • author
    Mary
    a day ago
    My dog went to the veterinarian for an…

    My dog went to the veterinarian for an ear infection and to get some flea medicine. I had to resend the exact info three times. Then they told me to stop resending. They’re the ones who asked for it. I’m still waiting for some kind of refund. I pay my bill every month. They make sure they get their money but don’t seem to act on claims. 😡

    ...

  • author
    Germaine B
    2 days ago
    Reimbursement

    They have good rates, the only reason I didn't give them five stars is because they're reimbursement takes so long to be completed. I normally have to wait about a month and a half for reimbursement.

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  • author
    Michelle
    3 days ago
    Prompt approval and payment of multiple…

    Prompt approval and payment of multiple claims. Easy claims process using the app.

    ...

  • author
    Regina A. Squires
    3 days ago
    I’m shocked that none of my dogs Vet…

    I’m shocked that none of my dogs Vet visits, surgery’s, etc we’re covered. I pay $417.70 a year for pet insurance and out of $300.00 + expense, nothing was covered. Why have pet insurance. I can take the $400. + and apply that to vet visits throughout the year instead of paying an annual pet insurance premium that doesn’t cover vet office visit & procedures!

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  • author
    Jayne Hitchcock
    4 days ago
    I was surprised at how little was repaid

    I was surprised that not as much was covered for my dog as last year for Scooby's annual exam and shots. Last year, everything was paid for, but this year they only paid half (I already met the deductible for the year). I am a little disappointed, but it is still worth it paying for the insurance just in case there is an emergency.

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  • author
    Katelyn Spiel
    Sep 19, 2021
    Takes close to 2 months to get paid back

    It’s takes a month and a half to get paid out. With covid that time frame was even longer. It’s decent otherwise. But just really hate how long they make you wait. When you call in to inquire the staff is rude and doesn’t offer any information other than the time frame turnaround.

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  • author
    Verified Customer
    Sep 18, 2021
    Not completely satisfied, could be better.

    Takes about 25-30 days before you’re reimbursed for claims. Coverage is ok, not exceptional. Currently looking for better coverage for my toy poodle.

    ...

  • author
    Mike Agnew
    Sep 18, 2021
    Our dog Jo has an ongoing shoulder…

    Our dog Jo has an ongoing shoulder issue for almost 2 years Pets Best has been nothing but amazing in covering her claims. We’re not talking about a small claim either. Jo has a team of vets to try to sort out her lameness. I cannot thank PetsBest enough for making this such an easy process. Thanks PB Mike

    ...

  • author
    Thomas L.
    Sep 16, 2021
    Jolie's Story

    ​Jolie's Story: If you would not spend a large amount of money to save your dog's life, you probably don't want to read any further. We took our 8-year-old shepherd mix to the Vet for a routine check-up. To our shock, he felt a lump on her thyroid gland that turned out to be cancerous. Our Jolie was a beloved ​member of our family and we would never fail to do anything we could to save and prolong her life. We are not a wealthy family, but can afford to spend a few thousand dollars to save our dog. Anymore would create a financial hardship, but I know for sure we would have not let that stop us from trying. We were blessed with the fact that a year prior, I decided to purchase Pet Insurance with Pets Best. After taking Jolie to Texas A&M Animal Hospital for treatment for Thyroid Cancer, they discovered a heart mass. To make a long story short, in a period of a few months both Thyroids were removed, open heart surgery, 20 days of radiation and five days of Chemo. The first bill from Texas A&M was for over 10 thousand dollars. I never hesitated to proceed, even though we had to pay upfront. We summited our claim to Pet's Best. I have to admit I was not sure how legit pet insurance was, as having never insured any of my dogs before. As stated in my policy they would have to investigate back many months to make sure Jolie had not been diagnosed or suspected of Cancer. Did they pay? We spent over 40 days at Texas A&M over a period of two and a half years, and she remained Cancer free. On May of this year she was diagnosed with a disease of the spine. After several tests to determine if surgery or any treatment would help Jolie....the answer was NO. By July she had fought her Final Battle. It is with tears in my eyes I write her story and I have always considered myself a tough guy. I have to Thank Pets Best for staying with us to the end. They may take a little longer to pay than you feel necessary, but pay they will. Jolie's medical bills were somewhere north of 30 thousand dollars and yes, they paid the lion's share of these bills. I highly recommend Pets Best so please do your pets a favor and purchase Pet Insurance for them.

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  • author
    Pamela Luiten
    Sep 16, 2021
    Excellent service

    Excellent service. So happy we switched providers. We had insurance for our pets at another carrier and we were very unhappy with the expense we always paid, but never recouped.

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  • author
    Leslie Rychlik Walenta
    Sep 16, 2021
    I would have given 5 stars if the claim…

    I would have given 5 stars if the claim had been processed quicker, that's my only complaint.

    ...

  • author
    Laura L Kamont
    Sep 16, 2021
    I was pleasantly surprised at the…

    I was pleasantly surprised with the return that I received. If something wasn't covered they put the money towards the deductible. I would highly recommend Pets Best.

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  • author
    Julie Geer
    Sep 15, 2021
    It was great except the wait was a…

    It was great except the wait was a little long. Thank you for all that you do. We are still in process of figuring out what is going on with Lily.

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  • author
    marilyn ciavarella
    Sep 15, 2021
    I feel the communication is just right

    I feel the communication is just right. Also, what you are paying for is very good.

    ...

  • author
    Kim Freund
    Sep 15, 2021
    The service was seamless

    The service was seamless! I just uploaded my vet bills right through the cell phone sent them the pictures and the money was put into my bank account shortly there after about 2 weeks

    ...

  • author
    John Clericuzio
    Sep 15, 2021
    Pets Best is a terrific pet insurance

    Pets Best is a terrific pet insurance. Whenever I call I always get a resolution to my questions. Very satisfied

    ...

  • author
    Ama Cart
    Sep 15, 2021
    The reimbursement process takes Forever

    More than 30 days to get the reimbursement is ridiculous. I think it’s time to improve the claiming process.

    ...

  • author
    Marissa
    Sep 14, 2021
    Very much worth it

    I purchased Pets Best when I adopted my puppy at 8 weeks old. Puppies are known for their shenanigans and I wanted to make sure that if an emergency happened, he would get taken care of. I paid the premium for the whole year for a small discount. My sweet mutt is now almost 3 and every year the insurance has been more than worth it. Between pneumonia, an obstruction scare, 2 lump removals, allergies, a pulled muscle and some ear infections, I am so happy to have had insurance for him. The claims process is very easy, but it takes a little over a month to get reimbursed. That isn’t a problem for us but it may a be problem if you need to pay the credit card before it’s due.

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  • author
    Allison Gray Mendibles
    Sep 14, 2021
    Overall my experience filing a claim…

    Overall my experience filing a claim with Pets Best was great. It was easy to file and upload online. They sent me an email that they were requesting more information from my doctor about 4 or 5 weeks after I filed my claim. the only thing that could be improved is turn around on reimbursement.

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  • author
    eve b.
    Sep 13, 2021
    Easy and quick

    The filing process is very easy and the response is quick. I’m very satisfied.

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  • author
    Kewlzipity
    Sep 13, 2021
    Easy, Fast and the Best Pet insurance we found

    After lots of Research we chose Pets Best as it was the best option for our Golden Doodle puppy who wasn't even 4 months old. The first time I submitted claim online went smoothly took a little longer than I thought but it was probably because of having automatic deposit of payment back to me. Ever since first time it has been very fast. Only question I have is why they didn't cover all the labs under wellness as my puppy is being spayed and its required to be done before hand so they know everything is ok. You would think labs for the first time ever are part of a Wellness packet to show how healthy your puppy is. At least I got some back on the labs.

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  • author
    TJ
    Sep 13, 2021
    Reimbursement takes FOREVER!

    I picked Pets Best because of the cost. What you pay for coverage was better than most bigger companies. However, it takes over a month to be reimbursed for coverage. This is difficult when you pay over $1000 out of pocket and have to wait 40 days to see any money paid out by the compay.

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  • author
    Thomas Pritchard
    Sep 13, 2021
    I am a new customer

    I am a new customer, but my first claims experience was prompt and satisfactory.

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  • author
    Hans Struhar
    Sep 12, 2021
    Quick respond to my claim

    Quick respond to my claim. Great service

    ...

  • author
    Janet Schmidt
    Sep 11, 2021
    Great coverage

    They cover more than I ever imagined. I am very pleased with their service and coverage.

    ...

  • author
    Jamie
    Sep 11, 2021
    worst customer service ever

    worst customer service ever on hold 3 days for over 30 minutes each time no place to delete a pet 1 returned phone call called back 5 min later got recorded message CLOSED still not sure if my 1 dog was removed paid claims OK

    ...

  • author
    Stacia Ostroski
    Sep 10, 2021
    Processed wellness claim super fast

    Processed wellness claim super fast! Yall the best #petsbest

    ...

  • author
    GT
    Sep 10, 2021
    LONG processing time for claims

    LONG processing time for claims, although once approved, they pay (by ACH) very quickly but oh, the processing of claims takes them so darned long! Example is vet visit on July 15, claimed next day and was approved September 8 and paid September 10

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  • author
    Mick Crawford
    Sep 10, 2021
    The best

    Pets best has always been there for us. Simply the best.

    ...

  • author
    Samantha
    Sep 10, 2021
    Thorough and Understanding

    I appreciated their thoroughness in evaluation and response. They did things without me having to ask for them which was very appreciated after the passing of my pet.

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  • author
    Sarah Schellinger
    Sep 10, 2021
    I have always had a great experience…

    I have always had a great experience with pets best. We have been with them for 5.5 years and always great.

    ...

  • author
    Susan S
    Sep 09, 2021
    Quick reimbursement!

    I got a new puppy a few weeks ago, and set up insurance shortly after. I set up her new puppy visit to the vet, and downloaded the Pets Best app on my phone. I uploaded the vet bill the day of my vet visit, was notified of the reimbursement amount within 2 business days and the funds were back in my account within another 2 days! Very happy with the service!

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  • author
    Lynn Sucher
    Sep 09, 2021
    Pets Best is great

    Pets Best is great! Easy to send in invoices and they paid within a month. Really glad we insurance for our dogs!

    ...

  • author
    Smith
    Sep 08, 2021
    I couldn't be more grateful for having…

    I couldn't be more grateful for having an existing pet insurance plan when my dog was diagnosed with lymphoma. Because of Pet's Best, we've been able to keep her healthily and happy for over a year since her diagnosis, which had given her only weeks to live without care. The only reason I gave 4 stars instead of 5 is because reimbursement often takes well over a month and having weekly treatments, I always feel like I'm waiting on reimbursement.

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  • author
    Mike
    Sep 07, 2021
    Beware of aging pets and cost to customer

    Ok so we have used this insurance on our animals many times and they pay out whats necessary. Good Job. What is very unfair and I have a feeling this is across the board for all Insurance companies for animal is that they know now our animals are older and have current medical problems we cannot go to another insurance company and have current medical problems covered. With this noose they know we can't leave and have our fur babies fully covered so they put the premiums and monthly charges up so ridiculously high most people can't afford the cost therefore the customer either has to lower coverage to lower the cost of coverage or cancel it all together. Clever stuff on their part i say. That being said they do pay out when needed but it comes to a point that after a year of paying extortionate monthly payments and the premiums for each animal in the end is the coverage worth it. When your fur baby is young and healthy its cheap. Beware when your fur baby gets old and/or you have to use the insurance, they will push up the cost of customer payments very high and send a letter with a very poor lame excuse for doing so. Very Disappointed and trapped with this high cost insurance! Clever them!

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  • author
    Carmen Padilla
    Sep 07, 2021
    Pets Best is the absolute best

    Pets Best is the absolute best, they process your claims in a timely manner and reimburse immediately. They are very fair. We are truly thankful that we found them.

    ...

  • author
    Alice Smith
    Sep 07, 2021
    Long processing time

    They are very slow processing claims and paying back after the deductible have been met.

    ...

  • author
    Lynn Munday
    Sep 06, 2021
    Very happy with my PetsBest purchase!

    Very happy I purchased insurance with the wellness insurance option for our two new rescue dogs. Fair premiums for the benefits you receive compared to other pet insurances I looked into. Easy online claims processing and quick reimbursement!

    ...

  • author
    Carla Oporto d'Ugard
    Sep 06, 2021
    Quick wellness claims but delayed medical and illness claims

    They have good knowledgeable customer service. Call take time usually I have to stay on the phone for a while before reaching someone, I often try both, online chat and the call and try my chances. You have to pay upfront and then wait for the claims to be processed at times 30 days+. Wellness claims process quick. Overall it is ok… just wished the claims would not take that long considering I have to pay upfront and have a zero balance in order to process the claim. I would also appreciate that the copay would be based on a percentage and not an amount we are meant to reach on a yearly basis… before we start seeing some money back.

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  • author
    Brittany Bates
    Sep 05, 2021
    Six weeks and counting waiting for claim reimbursement

    I haven’t had issues with denial of claims (yet), but the ten days for claim review is a joke. I’ve been waiting 6 weeks so far to get reimbursed on an unexpected surgery. While I’m financially stable, I did anticipate the funds to be available in my budget a month ago. So if you’re wanting a timely payout, it’s not going to happen. And this isn’t a one-off matter. I have four dogs I’ve submitted claims for in the last three months, and every single claim has taken at least four weeks just to get processed (even those where I haven’t reached my deductible and there isn’t reimbursement due).

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  • author
    KC
    Sep 05, 2021
    Good even for older dogs!

    I've had Pet's Best insurance for about a year now and I've been really happy with their service. I was wary to insurance my older dog, but I'm ultimately really glad I did. My last dog died of cancer and I would have saved thousands of dollars had I had him insured. Won't make that mistake again! It's nice to be able to make health decisions for them with more peace of mind.

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  • author
    Jim
    Sep 04, 2021
    Our small dachshund had a trauma injury…

    Our small dachshund had a trauma injury that caused her to limp. We've been monitoring her progress with x-rays and exams and Pets Best has been excellent in processing our claims. They've been great and I highly recommend them to anyone seeking pet insurance.

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  • author
    Esmeralda Castillo
    Sep 03, 2021
    I took my dog to get some blood work…

    I took my dog to get some blood work done, along with the parvo and rabies vaccine. All I hd to do afterwards was upload a picture of the receipt to my app and I was reimbursed in less than two weeks. It was great and I’m happy to have a reliable insurance plan for my sweet baby.

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  • author
    Geranys Villalona
    Sep 03, 2021
    Good coverage, but long waits for reimbursement

    The claim submission process is easy, but it takes SO long for processing . The wait times are always delayed .

    ...

  • author
    Catherine C
    Sep 03, 2021
    Three Dog Insurance

    Three Dog Insurance We have 3 dogs from 2 to 8 years old. Any insurance for older dogs is hefty but when she had TPLO surgery Pet's Best saved us!!!! We get her and another dog's daily meds with reimbursement. Only criticism - length of time to hear back on our claims.

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  • author
    Katia Lara
    Sep 03, 2021
    Good company but need to speed up processing time.

    I like the easy system to upload claims, check status, make changes to the policy. I would recommend PetsBest to family and friends. The only reason why I am giving a three stars is because the processing time is way too long. It wasn't like that way when I first enroll.

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  • author
    Gary Keller
    Sep 03, 2021
    Best pet insurance policy that I have every had

    Submitting claim is quick and easy, web site is user friendly, payments are made quickly, the review of the submission is clear and easy to understand.

    ...

  • author
    Carlton Folster
    Sep 03, 2021
    The refund process took too long

    The refund process took too long

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  • author
    BookBub User
    Sep 07, 2021
    update on my 1 star review

    UPDATE TO MY REVIEW: I got a message back basically telling me what I was told before....I will have to rewrite the policy if I want office exams included in the one that does not now. Doing that would me I need to do all the wait times again... MY ONE QUESTION is WHY if I have 3 BestBenefit plans for 3 dogs is office exams included on 2 and not all. I DID NOT SELECT THIS! I would like to talk to someone but apparently I can't. Again, I do not think this is good customer service. I previously wrote a review and have had a couple days to think about it. I decided I would write exactly why I wrote the 1 star review hoping a supervisor or manager will see it and maybe I can get some help. I have 3 pets, all on the BestBenefit plan. While reviewing the renewal declarations page I noticed that only one of my dogs officevists/exam fees were not covered. I called and questioned this and after speaking with one rep. she also agreed that there was no way of me selecting that and she was going to talk to a manager and get back to me. When I didn't receive the call (although I was told they did call and leave a message on my cell...there was no missed calls or messages at all... ok figured they called the wrong number. So this rep said they could not change this unless I rewrote the policy and had the same waiting periods etc. I was not happy with that as I felt it could be changed by someone in management. I asked to speak to a manager and she put me on hold, came back after a few minutes and stated that the manager reiterated that I had to rewrite the policy. I then asked again if I could speak to a manager and was told " No, I already did and this what she told me to tell you." I really think this is poor customer service but as I previously stated because of the age of 2 of my dogs I cannot look elsewhere for a new insurance or rewrite the policy. Although this insurance is affordable I guess it's true..."You get what you pay for."

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  • author
    Tamara Heinemann
    Sep 02, 2021
    Pets Best covered everything they said…

    Pets Best covered everything they said they would. I was very pleased with the ease of putting in a claim. The processing time did take a month, but it was hassle free, and they direct deposited my reimbursement into my account. I am very happy with Pets Best.

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  • author
    Scott Blind
    Sep 02, 2021
    Quick and easy

    The claims process was quick and easy. I just uploaded the receipt from my vet, and a few days later I had an email telling me what my reimbursement would be. The money was deposited in my account a few days after that. I have already recommended them to my whole family.

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  • author
    Richard Carson
    Sep 02, 2021
    Great…..except!

    Payment of claim is great even though takes over 30 days often. Support needs improving as being on hold for30-45 minutes is more the rule not the exception. In spite of some shortcomings I would recommend PetsBest at this time

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  • author
    Brandon Benavidez
    Sep 01, 2021
    My claims are taking to long and are…

    My claims are taking to long and are not going in the order in which my claims were placed.

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  • author
    Jackie Ruggiero
    Sep 01, 2021
    I have had little to no issue with pets…

    I have had little to no issue with pets best as far as coverage, but they take at minimum one month to complete the claims. I expected a faster turn around based on what they advertise.

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  • author
    Rene Rolander
    Sep 01, 2021
    DO NOT even entertain this company

    DO NOT even entertain this company. They take months to process any claim and increased my premiums and added new rules about existing conditions after one year. Filing a major complaint with the insurance board!

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  • author
    Gemma G
    Sep 01, 2021
    My first time to submit a claim

    My first time to submit a claim, they send me emails to give me updates, reassuring me that they are working on my claim and due to Covid they are not able to expedite the process however, I think the whole process was still within a reasonable time. Over all I am a satisfied customer!

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  • author
    Andrew
    Aug 31, 2021
    Trash

    They don't cover common claims, they're incredibly slow (It took them 2.5 months to process my claim), and it takes a while to get someone on the phone. However, the customer service is quite good, so they got upgraded from 1 to 2 stars.

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  • author
    MC
    Aug 31, 2021
    Pleased with service

    Claim was processed promptly and accurately. EOB is easy to understand. Like the email updates.

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  • author
    Markos Layton
    Aug 30, 2021
    I recently joined the Pets Best family…

    I recently joined the Pets Best family and have nothing but good things to say. Great customer service, quick turnaround time to process claims and a detailed explanation of covered costs when claims are processed. Extremely happy overall.

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  • author
    David
    Aug 29, 2021
    2 week policy is a scam.

    I got this insurance for my 2 cats and it has been the most unhelpful plan. I put my newly adopted kitten on the plan, but unfortunately he came with some medical issues that were not known beforehand. When I took him to the vet, it fell under the 2 weeks of no coverage policy, so I had to pay for everything out of pocket plus the monthly fee for the insurance. I am canceling this plan and hope that people won't sign up for it if their pet needs immediate attention as you will be out of luck for any compensation. Abolish the 2 week policy.

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  • author
    BookBub User
    Aug 27, 2021
    Very unhappy with customer service

    I have had pet insurance for 25 years. I changed to Pets Best 2 years ago and luckily have not had any major illnesses with my 3 pets. However, I have had some dealings with it well after the 6 month waiting period and I have to say their customer service is not good at all. This last issue I had I dealt with 2 nice representatives that could not help me. When I asked to speak to a supervisor or manager I was told I could not, that they did and the answer was what was conveyed to me. I have been a manager of a big department for 35 years and NEVER would I not talk to a dissatisfied customer. Unfortunately with the age of my dogs I cannot change at this point.

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  • author
    Brian DeChants
    Aug 27, 2021
    I recently submitted a claim for my dog…

    I recently submitted a claim for my dog who has been having stomach problems for a long time. We brought her to the vet and the vet only marked the bill as an exam, so I wasn't sure if Pets Best would acknowledge that it wasn't a routine exam, it was for a health issue and should be covered. They took their time and must've done their due diligence because they honored the visit and covered it. I really appreciate their help.

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  • author
    Momma of Shih Tzus
    Aug 26, 2021
    The insurance for my babies is…

    The insurance for my babies is wonderful! My only problem is the processing time. When I first started the policy for my 4 babies over a year ago claims would process with in a 2 week time frame. Now the processing time is over a month. They take their money out the same day each month but they can’t pay promptly. Other than that I wish the flea and tick benefits were a little more. It doesn’t even cover a 6 month time frame.

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  • author
    Maria
    Aug 26, 2021
    Easy receipt upload and processing!

    Uploading my receipt on the app was a breeze, clear communication confirming the receipt was received, in process and then explanation of benefits - excellent communication.

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  • author
    Prof Dave
    Aug 24, 2021
    Top notch!

    Speedy, correct, no-hassle service. It's a pleasure to deal with Pets Best.

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  • author
    Tom
    Aug 22, 2021
    Ok if you never use the insurance for major issues

    The issue started when my pup who had a mass cell tumor on the top of his head that was diagnosed and removed all within a three weeks timeframe. My claims for the visits, diagnosis, and the surgery were denied due to what they said was a pre-existing condition. Note: previously my pup had a lump under his jaw and it was diagnosed as a fatty lymphoma but that was diagnosed over two years ago (Information that was provided to Pets Best back then as I send everything related to my pets heath, no matter if it is covered or not). The lymphoma under my dogs chin was the reason the my pups claim was denied and I was told that this was a pre-existing condition and the bills totaling roughly $1200, none of would be covered. I then had to go down the extremely lengthy process of appealing each claim individually, getting a formal letter written by my vet stating it was not pre-existing, providing the biopsy notes from the lab that determined what type of mass cell tumor my pup had and writing a timetable for them to follow as the event happened. The appeal process took so long (Note: I provided all of the above requested information to them within a two weeks timeframe) that the 90 day follow up I had scheduled with a specialist to make sure the tumor was not popping back up was also denied because of the “pre-existing condition” that I was already appealing. I then had to open up ANOTHER appeal claim for the specialist visit. It took roughly 4 months all in all the finally get the reimbursement from Pets Best. The worst part is, is that I am now stuck with the company because if I were to go to a new insurance provider, EVERYTHING would be a pre-existing condition and at that point, I should not even have insurance at all. Needless to say I was extremely upset that they assumed that I was such a bad pet parent that it took over two years to get something removed rather than actually reading the forms that were provided to them and seeing the entire process my pup went through, diagnosis and removal took three weeks total.

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  • author
    Shanmugaraja Duraipandian
    Aug 22, 2021
    The claim processing is too slow and…

    The claim processing is too slow and not transparent. It took forever almost 45 days ! This is really frustrating experience.

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  • author
    Megan Sweeney
    Aug 21, 2021
    Be better

    It’s a very user friendly and easy system to use but the decision to pay the claim or not takes way too long. This time it took 3 times as long and while I appreciate the email heads ups and apologies I can’t fathom why it could take this long. The claim either is covered according to your definition or not. Also they’re good at finding loopholes not to cover the silliest things. I understand how pet insurance works and have no choice but to accept it. But please don’t ask for my opinion as if you genuinely care.

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  • author
    Richard Cosky
    Aug 20, 2021
    Rocks for Dinner

    Best word that comes to mind is "lifesaver" in regards to financial benefit of Pets Best Pet Health Insurance. Our two year old giant breed dog swollowed a rock that lodged in her intestines, which entailed a very expensive surgery to extricate. Thank goodness for Pets Best Insurance, with our coverage we only paid about 10% out of pocket of a ginormous bill. Thanks Pets Best...

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  • author
    Lisa Tamargo
    Aug 18, 2021
    Peace of mind with Pets Best is priceless!

    The peace of mind with having Pets Best insurance is priceless! My 6 year-old dog recently had a small bump under his skin, which thankfully turned out to be just a benign cyst. Vet visits can often times be expensive, especially with the unknown of something like this. Having pet insurance helps take the worry away from dealing with costly medical expenses. I recommend Pets Best to any pet parents out there ... they truly are the best!

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  • author
    Charlie S.
    Aug 18, 2021
    Very easy to use interface and FAQ is…

    Very easy to use interface and FAQ is incredibly informative. Uploading invoices & receipts is a breeze and claims are processed in an efficient manner. Would recommend setting up the direct deposit if able. Overall a great service and the best insurance company I've ever dealt with. If i could give more than five stars i would.

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  • author
    roberta abreu
    Aug 17, 2021
    So far so good.

    So far so good. I have had a good experience in all aspects and I am very satisfied. Highly recommend.

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  • author
    Judy
    Aug 17, 2021
    Very satisfied with service.

    Very satisfied with service.

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  • author
    customer
    Aug 16, 2021
    I’m happy with the service and customer…

    I’m happy with the service and customer service so far!

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  • author
    Joshua Daniel Cooke
    Aug 15, 2021
    I love this company and everything but....

    I love this company and everything and I have the MAX 90% plan with the add-ons and low deductibles. I've only had to use them twice. The first time I was thrilled that it took only a week for them to process my claim. However my dog had a more important exam and services the second time and I was counting on them to be as fast and proficient as the first time. The reason I have this plan is so when my dog breaks its leg, for example, instead of putting him down Like a lot of people are forced to do because they don't have the money including me Is If they can show friends family proof that they're going to get reimbursed for it so they get loans and pay them back and blah blah blah Or the medical direct reimbursement to the veterinarian form. I was depending on using this form in the future and keep trying to convince my vets to agree but it took 45 days plus to process my claim and I couldn't even get a straight answer from them whenever I try to reach out how am I supposed to convince a veterinarian to sign this form which isn't a guarantee of payment and expect them to wait 45 plus days.

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  • author
    Taja Feistner
    Aug 14, 2021
    Pet’s Best is truly THE BEST!

    Honestly my cat (Pizza) would not be alive today if it weren’t for Pet’s Best Insurance. A friend had suggested them to me a couple years ago and I joined because the plan is only around $20-25 per month (not much more than a Netflix subscription). Pizza didn’t have any preexisting conditions at the time and was only about 3-4 years old. This year during the pandemic he stopped eating so we took him to the vet and they found he has Chronic Kidney Disease (at only 6 years old!). After about 5 days in the ER the bill was over $7,000. I was so scared to try the insurance for the first time and worried they wouldn’t pay but all I had to do was submit photos of the receipt and bill and they paid 90% of it just like the plan specifies! Since his diagnosis he has had to go to the vet almost once a week, which comes out to around $300-$700 each time. There is no way we would be able to afford to continue to care for him if it weren’t for Pet’s Best, especially during the pandemic when both my partner and I lost most of our work as freelancers. Pizza is still so happy and active and has no idea that he is terminally ill. Now we can enjoy all of the moments we have left with him without worrying about the vet bills and he can get the absolute best care without cutting corners. I’m so thankful for this company.

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  • author
    Glenna Hilton Young
    Aug 14, 2021
    I have always had great experience with…

    I have always had great experience with your company. I send in my dog's medical bills and get great service and if I have any questions I get to speak to a real person. Thank you

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  • author
    Mary Lee
    Aug 13, 2021
    Does not pay for dental work even if you have dental plan

    My dog needed dental cleaning and after the anesthesia and x-rays, the dentist told me that there were some teeth that needed to be removed. Even thought I have the dental plan, Pets Best did not pay and do not answer the phone. Very disappointed, looking for new insurance for my 3 dogs.

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  • author
    Sarah Elizabeth Smith
    Aug 13, 2021
    Months of calling; claim never submitted...

    Cat had to be taken to the emergency vet for a skin condition, end the end everything turned out okay. I filed my claim and it was denied a couple of weeks later. I look as to why and it said that there were multiple tries to contact the vet for the records. I called my vet, they said they sent them in. So when I refiled my claim, I uploaded the records from the vet instead. Same result: denied. Called PetsBest and it turns out they were looking for vet records from a vet I went to over a year ago. I release the records to them and they said that they have re-submitted the claim on their end and I should hear back within a week. A week comes and goes so I call back a few times and they say it is still processing. A month later I call again. The rep tells me that it takes time, but I won't hang up until she has spoken to someone higher up. Turns out, they had never resubmitted my claim in the first place! I was told multiple times that it was still pending, but it hadn't even been submitted! Same day I get an email that it has been submitted and a few hours later I get an email confirming they accepted my claim; literally months of waiting and many phone calls and gaslighting later...

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  • author
    Megan Thomson
    Aug 12, 2021
    Terrible Customer Experience

    They take 30-100 days to process a claim. In reading on Yelp, many people have had the same issue then they deny the claim. They have no way to contact them other than by calling.

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  • author
    Lynne Nappi
    Aug 11, 2021
    I am very happy with this company

    I am very happy with this company. My "rescue" dog Hope, was six years old when I got her and signed her up immediately for insurance. I chose the deductible and co-pay that would work for me. Not long after, I signed up the puppy. I have used it twice so far on Hope and the nice thing is the deductible is good for the whole year, not per incident. It might take a little longer for claims, but if all the "t"s are crossed and all the "i"s are dotted, I had my payments within a couple of weeks. And yes, it is almost impossible to talk to a person, but I used "chat" and had my question taken care of immediately. I pay the premium yearly, which is a little cheaper and insuring the puppy gets me a discount. I can certainly recommend this company to anyone.

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  • author
    Jerry Volkin
    Aug 11, 2021
    I examined ALL of the insurance…

    I examined ALL of the insurance products and found this one the most comprehensive. My first claim went smoothly and rapidly. I have already done all of the homework, petsbest is the best overall.

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  • author
    RM
    Aug 11, 2021
    I signed up due to the glowing reviews…

    I signed up due to the glowing reviews and found out several months in- the company is a scam. They sat on a claim for two months requesting medical documentation albeit my dogs entire history was sent from inception from the previous providers. They refused to process and persisted on sending multiple emails just requesting information they’ve already received. I finally cancelled the policy realizing they do not process claims, they only collect high premiums.

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  • author
    Tiffany Williams
    Aug 11, 2021
    Terrible insurance

    Terrible insurance. Don’t waste your money. Filed a claim and it took months to finally hear back. They finally got back with results only because I canceled - still didn’t reimburse for an accident that happened to my dog 30 days after my policy began.

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  • author
    Nilza
    Aug 10, 2021
    The best health insurance for my dog

    The best health insurance for my dog. They are really fast on my claims. I save a lot on my veterinary bills.

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  • author
    Rich
    Aug 10, 2021
    Puppy's Vaccinations

    We filed a claim for our puppy's vaccinations and we received a reply quickly and in a matter of a couple of weeks we received a check for the covered amount, Thank you

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  • author
    Tanner Richie
    Aug 09, 2021
    Decent

    The policy is very inclusive and fair priced, however the time it takes for claims to be processed is getting longer each time we submit one. It used to be done in about 2-3 weeks, now we are over 5 weeks and just now hearing back. This is unacceptable when this is the reason we got the insurance is to cover accidents we cannot afford in a timely manner.

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  • author
    craiglist kijiji
    Aug 07, 2021
    Here are the facts

    Here are the facts. The company fell victim to their initial success (caused by having a great product and great customer service) by being sold to a giant banking conglomerate. Now they increase their rates every year by about 30%. Mathematically speaking, if your dog turns 10 and you started with the advertised $20, you'd end up with $215 monthly and most dogs get significantly older. Greed isn't the only issue, incompetence is rampant as well. You cannot get a hold of customer service no matter how long you wait on hold while millions of people are looking for remote work during the pandemic. On top of that, they deny claims for made up reasons and when confronted, you are told 'take it or leave it'. This business feels like a giant fraud, as did my experiences with the business that owns this business. The apple doesn't fall far from the tree. There is a chance that all pet insurances work like that since this is the only one I tried but the market should clearly wipe this one out in favor of more competent ones. By the way, their website claims 'fast 5 day claims processing'. Check the reviews, the lie detector found that was a lie. It also claims not to raise the price of the policy because you filed a claim. How is raising mine then every year 30% and sends me an email that age is the reason?

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  • author
    Justin
    Aug 06, 2021
    Long claim processing delays

    Very disappointed in claim processing time exceeding forty days and constant uploads to the portal where agents state the upload was not received. Very poor customer experience- would not recommend

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  • author
    Erika Agustin
    Aug 06, 2021
    I was disappointed with the waiting…

    I was disappointed with the waiting time for the reimbursement payment. When I applied for this insurance, I was hoping that I would have to wait only one to three weeks in comparison to six weeks. When I asked for an explanation twice, I received two different answers: there was a shortage staff in the first chat and that it's time dependent based on other applications at the time in the second chat. This situation is making think about switching my pet insurance.

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  • author
    Becca
    Aug 05, 2021
    Recent ER experience made easier

    I recently had to take my pup to the ER for undiagnosed vomiting and diarrhea. When the vet recommended ruling out additional testing (ultrasound, bloodwork) to rule out an obstruction, I didn't hesitate because I knew Pets Best would cover 90%. It did take a month to get the coverage reimbursed which is longer than normal, but the process for reimbursement is quite easy

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  • author
    Jan
    Aug 05, 2021
    So Slow and expensive for the high deductible….keep looking

    Slow doesn’t even cover how slow they really are. This insurance has a high deductible- you are better off putting what you would pay in a savings account. Not worth it

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  • author
    Mike
    Aug 05, 2021
    Took a little while to reimburse but…

    Took a little while to reimburse but the notified me of the delay.

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  • author
    Francine Allen
    Aug 05, 2021
    Pet's Best makes it quite easy...

    Pet's Best makes it quite easy to upload and submit my claim. I appreciate that they have continually followed through to make sure I receive the reimbursement due to me for my pet's needs.

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  • author
    Janett J. Lozano
    Aug 05, 2021
    Affordable and Easy

    Affordable prices, Fast and easy to submit a claim for reimbursement.

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  • author
    Alexandra Kottenstette
    Aug 04, 2021
    Way too long to process claims

    I’ve submitted three claims and the SHORTEST amount of time it took to process a claim was over a month. They are the slowest pet insurance provider I’ve seen and it’s very frustrating to wait over a month for reimbursement while you were already out of the money the day of the claim.

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  • author
    Tommy Edwards
    Aug 04, 2021
    Horrible company a real scam and if god…

    Horrible company a real scam and if god forbid you have a claim takes forever to get paid and you get a very small percentage shop areound this company is terrible crooks!

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  • author
    Karen M.
    Aug 04, 2021
    Pets Best Insurance has been phenomeanal for new customers

    Pets Best Insurance has been straight forward and easy to work with to make sure all information that me and my family need to ensure the best for our fur baby. Speedy service! Very pleased as new costumers!

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  • author
    JANET LEWIS
    Aug 03, 2021
    Very stressful and frustrating to try to work withave been with Pets Best for 8 to 10…

    I have been with Pets Best for 8 to 10 years with several pets. The company, service etc is vastly different than say, 5 years ago. Last claim I'm still waiting after 60 days...so much confusion, mixed messages from whoe er you can reach ( o. hold forever and a pretty rude woman who evidently, sells policies. I have paid 3 premiums since I started this claim. ...but. nothing from Pets Best. I'm terminating my policies and feel the quality etc has suffered alot. I would not recommend them at this point. I used to refer people all the time...its too bad. I'm not interested or need the kind of hassle and frustration I'm experiencing with this company. The claim I submitted is very basic and she had skin issues before but, they act like it requires great scrutiny. I don't have the time or emotional energy to deal with company anymore

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