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Pets Best Review

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Reviews 1,875

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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

Pets Best at a Glance

Pets covered Dogs and cats
Waiting period
Accidents - 3 days
Illnesses - 14 days
Cruciate ligament conditions - 6 months
Deductible $50 - $1,000
Reimbursement model 70% - 90%
Suitable for Pet owners looking for flexible coverage options

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 Best ASPCA
Waiting period 3 - 14 days 14 days
Reimbursement rate 70% - 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 1,875
on
Excellent
71%
Great
8%
Average
5%
Poor
4%
Bad
12%
  • author
    Joanne Fleming
    4 hours ago
    Quick and easy…one less thing to worry…

    Quick and easy…one less thing to worry about when my fury, four legged son is feeling under the weather. Thanks Pets Best!

    ...

  • author
    Consumer
    5 hours ago
    We highly recommend Pets Best

    We highly recommend Pets Best, we have two GSD's and had great experiences with claims. Kind of slow at time processing but they get the job done. Thank you.

    ...

  • author
    Janine Johnson
    7 hours ago
    Very slow reimbursing customers claims.

    Very slow reimbursing customers claims.

    ...

  • author
    sara fisher
    10 hours ago
    I believe its overpriced to be paying…

    I believe its overpriced to be paying $50 every month but when I have a $200 vet bill, I only recieve $45 back but havent used the insurance for months.

    ...

  • author
    Scott Dunkley
    3 days ago
    Excellent experience

    Excellent experience. Easy to submit my claim. My wellness claim was reimbursed and hit my bank account within 13 days of the visit.

    ...

  • author
    K. F.
    3 days ago
    This was a quick and easy process

    This was a quick and easy process - easy to submit a claim via the website. I was surprised at how quickly this claim was reviewed and how fast I was reimbursed.

    ...

  • author
    Shiyang Xiao
    Jun 13, 2021
    High recommended and one and only pet insurance

    They are the one that offers the best service out of all the other pet insurance, asp far they have saved me 1k+ money for the past three incidents that my cat had with his urinary problem. They are also the one recommended by care credit!

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  • author
    Billie
    Jun 13, 2021
    I had a question about my recent claims…

    I had a question about my recent claims in comparing them to past claims. I contacted Pets Best and they responded within a couple of weeks stating they would check into my concerns and would make any payment adjustment without me having to do anything further. About a month later I received payments on my claims as direct deposits.

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  • author
    Ama Cart
    Jun 13, 2021
    The claim process is too slow

    The claim process is too slow. One month? It’s ridiculous. I had Trupanion and the process usually takes one week.

    ...

  • author
    Randy Shroy
    Jun 12, 2021
    One very pleased and happy pet parent

    First claims with PetsBest (more to come). Was sent emails after some time had passed that they were backlogged and would get to my soon. Just got results of all four claims back - no issues...no questions...no problems....and payments matched the deductible and co-pay post amounts. Funds already being deposited directly to my bank account. Uploading the invoices and payment receipts via photo or .pdf very easy. Very pleased and satisfied customer.

    ...

  • author
    Shelley Burtz-Mcclanahan
    Jun 11, 2021
    Not thrilled...

    I am rating Pet's Best low because it takes a long time to get my reimbursement back as well there were 2 apts where I didn't receive anything back and when I have called on the phone to talk to a representative I was on hold for over 45 min and gave up. I am paying almost 90.00 a month and feel like that is a lot of money to not have better and faster service. I am not thrilled with Pet's Best.

    ...

  • author
    Linda Reed
    Jun 11, 2021
    My claim was handled a little slower…

    My claim was handled a little slower this time but, as always, it was professional and clear.

    ...

  • author
    Gerry P
    Jun 10, 2021
    The process took longer than expected…

    The process took longer than expected but the direct deposit worked great. They did keep us informed of the delays which was helpful.

    ...

  • author
    Carolyn
    Jun 10, 2021
    My claims took at bit long

    My claims took at bit long, but they always kept me informed and they always take excellent care of my pet claims. I love Pets Best.

    ...

  • author
    Linda
    Jun 09, 2021
    Still waiting for long overdue reimbursements…

    After review of my costs submitted and reimbursements we found that I was not reimbursed for heart worm and for blood sample taken at vet for infection testing. Also I was told that Spade reimbursement was $250 and not the $150 I just received yesterday. I was told that your company looked for the conversation but could not find it. So now I sit here wondering when my rest of the Heart Worm vaccines of reimbursement of $30 each are to be reimbursed, the blood test of $70 would be reimbursed and if I will ever see the rest of the spade cost (my cost of over $500) of over $100 will ever be given. Obviously some of these costs are months overdue.

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  • author
    Connie Jankowski
    Jun 09, 2021
    1st time filing claim

    This was my first claim....once I understood what was needed to file the claim it was quick and easy.....a very pleasant experience

    ...

  • author
    Erin Jarvis
    Jun 07, 2021
    So far so good

    So far so good! I am terrible at submitting receipts, so was pleasantly surprised that I had no issues filing a claim (and being reimbursed for) an emergency pet hospital visit I submitted nearly a year after the fact (an easy process on their website). I filed another claim for a much pricier incident and received an email from PetsBest that they are reviewing the veterinarian records. I am crossing my fingers as PetsBest was by far the best deal I found when shopping for pet insurance, so will be delighted to have chosen them if this claim also goes through with no hiccup.

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  • author
    Jerry Zhao
    Jun 07, 2021
    Good pet insurance

    What I like most about Pets Best is that everything is easy and straightforward, from getting a quote, enrolling my dog with Pets Best to submitting claims and receiving reimbursement… no hassles at all! Having an insurance for my dog just gives me the peace of mind, and we already had a few visits to the vet for his ear infection within a few months of the enrollment. It’s totally worth it!

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  • author
    AP
    Jun 07, 2021
    Seeking new provider

    Minimize their reimbursements rather than focusing on customer satisfaction. Waiting time is excessive to receive reimbursements. I will likely be leaving this company's coverage soon for another one.

    ...

  • author
    Sheyenne Davis
    Jun 07, 2021
    The app is very easy to use as well as…

    The app is very easy to use as well as the process of submitting claims. The complaint I have is how long it took to get the refund.

    ...

  • author
    Corin Brennan
    Jun 07, 2021
    So far, very pleased with my experiences

    So far, I am very pleased with Pets Best. The claims process is easy (literally you go online and upload a picture of your receipt,) everything I have expected to be covered has been, the Explanation of Benefits breakdown they send is easy to understand, and I find their premium/deductible very reasonable. I have been a veterinary technician for over 16 years and have researched and worked with MANY pet insurance companies over those years. When I got my new puppy last year I knew I was going to get her insurance but it took A LOT to decide on a company (I literally spent HOURS getting quotes and reading policies and fine prints). I finally decided on Pets Best for a number of reasons, including: their premium is reasonable especially for unlimited coverage which is an amazing piece of mind for a worrier like me and (a big one) their premium increase with age was the least drastic compared to other companies. I know if my pet ever develops an issue, that that issue will now be a preexisting condition if I ever switched insurance companies, I wanted to find a company I could stay with long term and be able to afford the coverage. Also, if my premium does get too high as she gets older I can downgrade my coverage or increase my copay to lower my rate and I will not need a 'new policy.' The veterinary industry is VERY busy right now resulting in many people submitting a lot of claims. That being said, you WILL have a long wait for your claims. People seem to bash the company for taking a long time to process claims and not covering pre-existing conditions, that is how pet insurance works. My claims on average have taken about a month (only 2.5 weeks for my last one though). People don't seem to understand pet insurance DOES NOT cover preexisting conditions, so if your dog just ruptured its cruciate ligament and you think getting insurance will pay for you to fix the problem, it won't. If you're mad Pets Best's 'customer service doesn't care and claims take too long to get your money, so you're going elsewhere,' just be aware if you've submitted claims your pet likely has a problem and now that's a preexisting condition that will not be covered at this 'new insurance' you're switching too. Pet insurance is an amazing peace of mind for those who want to know that in the event of a FUTURE problem, you are covered. I know if anything happens I can do EVERYTHING to save/help my pet and will not have to worry about costs in the end, totally worth it for me!

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  • author
    Sean Wilson
    Jun 07, 2021
    Claim process took very long.

    Claim process took very long.

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  • author
    Satisfied Customer
    Jun 06, 2021
    Great company and very well priced pet…

    Great company and very well priced pet insurance. However reimbursement takes a while.

    ...

  • author
    Robert
    Jun 06, 2021
    So grateful.

    Over the past year we have engaged Pets Best several times in our pet care support. While caring for a beloved pet, it has been the comforting, responsive team there that have supported us in so many ways. Working with Pets Best has been a lifesaver in more ways than one.

    ...

  • author
    Mike
    Jun 06, 2021
    I can't say enough about Pet's Best

    I can't say enough about Pet's Best. They have been there for us 110% through our Italian Greyhound's broken leg. Claims were handle fairly and quickly and according to the coverage outlined in the policy.

    ...

  • author
    Customer
    Jun 05, 2021
    They've been really good so far

    They've been really good so far! Quick turnaround with claim payments!

    ...

  • author
    Ginnie Marcuccilli
    Jun 04, 2021
    I switched from Nationwide Pet…

    I switched from Nationwide Pet insurance with the same coverage. I was paying $95.00 a month now I am paying $45.00 with PetsBest. Right there alone is a great experience. I submitted a claim an got reimbursed already.

    ...

  • author
    Shannon
    Jun 04, 2021
    Painless claim process

    I just purchased the policies for my 2 newly adopted dogs within a month, and got my very first wellness claims resolved already. The process was very smooth and punctual, which reduced my anxiety as a new dog momma! Thank you!

    ...

  • author
    Jacqui Cohn
    Jun 04, 2021
    100 percent worth having

    Pets Best gave us the peace of mind that we could afford treatment when our cat got sick. The tines I've spoken to reps they've been courteous and helpful.

    ...

  • author
    Charley Varipapa USA
    Jun 03, 2021
    Sometimes I wonder why I have this pet…

    Sometimes I wonder why I have this pet insurance it typically pays for nothing where they have some lame excuse for why they’re not going to pay. They care about one thing the monthly check that you sent them

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  • author
    Theresa R
    4 days ago
    Save Your Money. Coverage is a joke.

    Update after their reply on 6/15/2021. You can clearly see they use a rubber stamp reply to reviews. They claim I have to take up "pre-existing" issues with my vet? HA!! Since when is an emergency condition pre-existing? And secondly, this was the very first visit to the vet..so what BS are they trying to get away with? I guess that's their way of worming out of coverage. Using the bogus excuse that things are pre-existing. Don't believe them folks. Original Review: I had high hopes for this insurance coverage for our little 14 yr Elvis. I opted for the highest 90% coverage and even added the wellness coverage. Unfortunately, after one visit to the vet for a sudden illness, an approximately $750 bill paid out to the vet, was reimbursed by the insurance for only $59. They back charged so called co-pays (not specified in the plan docs) and also claimed that some of the medication given was for a "pre-existing condition" prior to the date of coverage. Absolute BS!!! Save your money, put it in the bank and use that to pay your vet bills. I shelled out almost $1200 for what I believed to be very good coverage for my kitty only to be slapped in the face. They can keep their stickin $59.

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  • author
    Danielle McClintock
    Jun 03, 2021
    Simple and convenient

    The process was simple and I received the reimbursement within 45 days. I really appreciate all your help!

    ...

  • author
    David Belardo
    Jun 03, 2021
    Extremely dissatisfied. Stay away at all costs

    I am very disappointed in the coverage and what the policy covers. I truly feel the policy isn't worth the money that I am paying for it. I wouldn't recommend the company to anyone. Thinking about leaving and getting different coverage.

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  • author
    Hillary HC
    Jun 03, 2021
    Pleasant experience overall

    I have two dogs, one of which is pretty accident prone. Pets Best has been really reliable and timely with our claims. Highlights: reasonable coverage, great price, easy online claims process, and quick turnaround.

    ...

  • author
    Kylie Ott
    Jun 02, 2021
    Claims take way too long to be reviewed…

    Claims take way too long to be reviewed and receive money back

    ...

  • author
    Mary Cotter
    Jun 02, 2021
    I am a long time PB customer

    I am a long time PB customer, 8 years, three dogs. Overall PB is great, but in the last few years they have taken much longer to process my claims. Don’t know why because they are all within the parameters of my policies. Also my premiums have greatly increased, doubled in the last couple years. Therefore only three stars. Years ago they would have earned 5.

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  • author
    Trevor Strine
    Jun 02, 2021
    Always exactly what I expect.

    Always exactly what I expect.

    ...

  • author
    MK Knight
    Jun 02, 2021
    Helpful for first time dog mom

    This was my first time having pet insurance so I was really pleasantly surprised that I had this experience. They warned me the process would take a few weeks and it did but nothing bad and the explanation of benefits and my repayment was very clear.

    ...

  • author
    Kimberly Barry
    Jun 01, 2021
    My experience so far with Pet’s Best as…

    My experience so far with Pet’s Best as been great! I had to file my first claim last year and a second recently. My payment has been fast and fair. We have 6 dogs happily covered under Pet’s Best. Thank you for being there for our dogs!

    ...

  • author
    Tracy Jamieson
    Jun 01, 2021
    PetsBest helps me afford providing the care my animals deserve

    PetsBest has always processed my claims within a month’s time, and I am reimbursed according to what’s covered under the policy. The online claims submission process makes submitting a claim very easy.

    ...

  • author
    Sasha
    May 30, 2021
    Good bang for the buck

    The policy we have includes just about everything (thankfully)! I just wish the vet could directly bill the insurance sometimes, but other than that submitting paperwork and the EOB when the claim has been reviewed is easy and usually makes sense just skimming over the papers. The only other downside is the delays in reimbursement due to covid.

    ...

  • author
    SH
    May 30, 2021
    Didn't cover as much as I expected for…

    Didn't cover as much as I expected for the wellness care

    ...

  • author
    Greg
    May 29, 2021
    Processing taking to long

    I had to call at 28 days to ask why my claim was taking so long to process. I was told that due to the pandemic they weren’t properly staffed and were training new employees because they knew that a 39 day turnaround was to long. I don’t accept that answer as this is a job that can very easily be done remotely. They did expedite my claim after I called but it still leaves me very concerned. I don’t want an insurance that I have to call after filing the claim unless it’s for additional information they need.

    ...

  • author
    Eber Jaques
    May 29, 2021
    Historically Pet's Best has been great

    Historically Pet's Best has been great. But recently not so much. I am told my email or password is wrong. Then when I call the wait times are longer than a 100 year war. My take is Pet's Best is having cash flow issues and is pushing out claims. I am sorry for the great people who in the past provided wonderful service. I hope you get your act together as there is a real need fo your service.

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  • author
    Rech
    May 27, 2021
    They have the affordable insurance.

    They have the affordable insurance.

    ...

  • author
    Christina Garcia
    May 27, 2021
    We feel more secure with Pets Best…

    We feel more secure with Pets Best knowing they will help us with our furry boys healthcare.

    ...

  • author
    Marie S
    May 26, 2021
    Not good

    It took far too long to get my refund. Also the claim was first denied, instead of someone asking me to send the right additional documents.

    ...

  • author
    Angela Maemone
    May 26, 2021
    Terrible Customer Service

    Terrible Customer Service. Tried reaching someone with questions on an emergency claim and could not get a person on the phone. No message machine or call back feature. Faxed a letter to them and still no response. Guess no intention on paying the part of the bill I submitted and was questioning. Think I am cancelling. Not worth the money!

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  • author
    AS
    May 26, 2021
    Excellent for Pets

    Excellent for Pets. This is one of the best insurances around which also offers wellness plan. Claims processing is seamless and superfast.

    ...

  • author
    KarenR
    May 25, 2021
    When I first applied for pets best I…

    When I first applied for pets best I have heard good things and suddenly my claims are taking so long to be processed. The reason I signed up for them was because of the quick turnaround and I need the money back on my credit card. Every claim that comes through it keeps telling me it’s applied to my deductible and when I try to call it’s such a long way.

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  • author
    Ed
    May 25, 2021
    the process was very easy from filing…

    the process was very easy from filing to being paid

    ...

  • author
    Sr. Teresa Lynch, CSJ
    May 24, 2021
    Pets Best is really the best!

    Pets Best is really the best when it comes to ease in sending in receipts, having them reviewed, and being reimbursed!

    ...

  • author
    Nancy Lu
    May 24, 2021
    The service is slow and they don’t…

    The service is slow and they don’t cover much. It’s better without or having a different insurance.

    ...

  • author
    pit bull dad
    May 24, 2021
    filed two claims

    filed two claims, both denied, was not aware I signed up for "tryandgetsomeobamapetcare". Save your money as they dont pay for crap

    ...

  • author
    Rachael Fink
    May 23, 2021
    Good service, takes long tine to process claims

    Good service and easy app interface. Gave 3 stars as it takes a lot longer than it used to for processing claims and reimbursement, even with direct deposit.

    ...

  • author
    Patricia Adamski
    May 22, 2021
    Even with delays good experience.

    Because of COVID there have been slower responses. My experience with Pets Best has been excellent and I have accepted the delays understanding the circumstances. Always a prompt acknowledgement of claim and explanation for delay. Would recommend.

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  • author
    Ellaine Ramos
    May 22, 2021
    Good service and approximation on…

    Good service and approximation on reimbursement. If delay is foreseen, an email follows.

    ...

  • author
    Ev
    May 22, 2021
    Takes a long time to get reimbursed

    Takes a long time to get reimbursed, if any. Does not reach out to get more information. Just denies the claim. Also extremely long hold times on the phone. I also filed 2 appeals and never heard back.

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  • author
    Paulinna Enriquez
    May 21, 2021
    I got reimbursed within a week & 1/2

    I got reimbursed within a week & 1/2! No issues whatsoever. This is my first time getting pet insurance and I am very happy with my experience with pets best.

    ...

  • author
    Mad client
    May 24, 2021
    I thought my dog was dying.…Take all one star client reviews into GREAT consideration.

    Service Date(s): 04/09/2021 - 04/13/2021 Before you sign up with this insurance company BEWARE, read all the 1 star client reviews. Horrible company, they WILL NOT COVER YOUR PET! You WILL wait 2 hours on hold, and they don’t care! Highly priced and outright crooks. I transferred from another after 5 years (big mistake) thinking I’m getting a better company and better coverage when in fact this company DOES NOT have the best interest of my pet! Denied all my claims. I thought my dog was dying, not eating lethargic, had X-rays done. It showed a dark looking mass near his pancreas, three days of torture and 1800.00 later for more testing, blood, ultrasound etc; they are now claiming “pre existing conditions” on my pet, when in fact there was NEVER anything of the sort! Let me make it clear that each time he went to any veterinarian anywhere we were, it was for a different reason. The fact that they can group all the visits together and claim a pre-existing condition is fraudulent. None of the symptoms were the same. None of the reasons I took him to the vet were for the same thing. This company IS NOT a good choice! If you love your pet PLEASE DO NOT BUY THIS INSURANCE. You will be sorry! Extra money spent monthly which adds up to hundreds and thousands of dollars yearly that you will never be able to claim.

    ...

  • author
    Cindy Rice
    May 21, 2021
    Always in high gear and on the run!

    Our 2 1/2 year old rescue dog is always in high gear and not the most graceful canine. An accidental mis-step during her "zoomies" episode in the backyard had Gracie Bea taking a tumble, limping and unable to bear weight on her front leg over the weekend. We were able to get her veterinary care as soon as possible when the clinic opened. This included xrays of the injured area to determine the extent of the injury and medications for pain control and inflammation.

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  • author
    Diane
    May 20, 2021
    Best pet insurance

    I would recommend this insurance to anyone looking to cover their pets. I have never had an issue making a claim.

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  • author
    Taneisha Floyd
    May 20, 2021
    Helpful and pretty quick turnaround.

    Helpful and pretty quick turnaround.

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  • author
    Michelle Puleio
    May 20, 2021
    Great app & easy claims submission…

    Great app & easy claims submission process!! Plus great coverages :)

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  • author
    Kristi Smedley
    May 19, 2021
    My dog was recently neutered and he had…

    My dog was recently neutered and he had a non-descended testicle. As such the surgery was more expensive than a straight forward neuter. It included abdominal surgery as well as a routine neuter procedure to remove the descended testicle. The surgery costs appear to be restricted to a typical neuter cost. I have been on hold 25 minutes to attempt to discuss this with customer service, and I still have no response.

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  • author
    Daria
    May 18, 2021
    Great Service

    Very quick and efficient getting our money returned through direct deposit.

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  • author
    Jess
    May 18, 2021
    Impossible to Contact & Doesn't Cover Emergency Care

    My dog had an emergency ruptured anal gland, with no medical history of ever even needing them expressed. They said this wasn't covered because it is routine care, even though it required an emergency vet visit and has never been part of routine care before. I've been trying to contact them to refute this or alternatively, cancel my policy, and they are IMPOSSIBLE to get in touch with. I've called them multiple times and after being on hold for 35 minutes, then 64 minutes, then 32 minutes, then 41 minutes, I gave up. It is impossible to get through to anyone to dispute a claim.

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  • author
    raffi kaftajian
    May 18, 2021
    Food for thought

    They're not terrible as far as coverage, but heaven forbid you have ANY questions. Getting a hold of someone is like striking gold. Please do your research prior to taking this insurance. Over 30 days to reimburse me, and multiple calls, each with more than 30 minutes of holding prior to talking to someone.

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  • author
    Joan Madden
    May 17, 2021
    The claim process is very easy and we…

    The claim process is very easy and we receive information as to the resolution. The timing took a little longer than expected, but they did notify us that they had received a large influx of claims and were doing their best to resolve.

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  • author
    Pamela Donigan
    May 17, 2021
    Time to process claims

    Recently claims have been processed fairly quickly, but occassionally there are unexplained delays.

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  • author
    Dominique A. Ramirez
    May 17, 2021
    Was a great benefit of refurbishment…

    Was a great benefit of refurbishment from the insurance too longer then expected and thus being our first time had to call and ask which category to apply my dogs visit.

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  • author
    Maria
    May 16, 2021
    Dependable

    My RIP dog has been a member of Pets Best since 2019. He just passed away on April 2021. I have no complaints with pets best. They covered 80% of my dog’s bills and this really helps a lot with the heartache and expenses we have been through, I thank Pet’s Best. My last claim was took a while before I got my reimbursement about a month because I had $$$ total expenses but it’s worth. Thank you very much Pet’s Best!

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  • author
    Irene Sagana
    May 16, 2021
    Took 1 month to get reimbursement of $4…

    Took 1 month to get reimbursement of $4 and some change....false advertising! Meanwhile i forgotten i had Nationwide pet coverage via my work effective beginning of this year, same exact plan with $250 deductible, filed same claim, received check 4 business days later for $30 and some change! And since I met the deductible, from now on i will get back 90% back of total cost. This was my personal experience. I’ve had Pets Best for 14 months. It wasn’t until my pup had an allergic reaction that I found out how pet insurance worked and which company truly delivered. My total bill was almost $300. So minus the deductible and misc. that was not covered (understandably) the correct reimbursement amount was followed by Nationwide and in a timely manner!

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  • author
    Cindy Scroggins
    May 16, 2021
    I haven’t compared Petsbest prices with…

    I haven’t compared Petsbest prices with any other insurance companies yet but their process was simple & easy.

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  • author
    Janet M.
    May 16, 2021
    So far so good

    So far, Pets Best has followed through on my claims. It's been about a year since I got it and they have informed me because my pets are a year older and my rates will go up. So I hope it doesn't go up alot.

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  • author
    Daniel Custer
    May 16, 2021
    Absolutely atrocious customer service

    Absolutely atrocious customer service. Claims not paid. Endless hold times with no one ever answering. Terrible experience. Avoid at all costs.

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  • author
    Shelby Levisky
    May 15, 2021
    Slow to respond

    I had to submit numerous claims for my pup. All were delayed, but Pets best let me know that about two weeks after. 1 said they needed more info which I provided, only to hear back 10 days later that they needed more info and requested the same info. I called, waited on hold for 50 mins, finally spoke to someone, so hopefully it gets taken care of.

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  • author
    Mare Martin
    May 15, 2021
    I have a 11 years old Jack Russell

    I have a 11 years old Jack Russell. Jack Russells are known to have intestinal problems so I started insurance immediately with Pets Best in 2010. I included the Wellness plan.It helped with his yearly checkups getting a portion of the money back. For the last 5 months my baby has been going through doctor visits medication for diarrhea allergies just a ton of symptoms.Ultra sound finding Cancer in stomach.My Vet said it was a continuing problem since December and thats why we did the Ultra sound. Everytime I submitted a claim I was advised it would take a few weeks for reimbursement. OK,I get that with Covid but I have put out over $1000.00 since this started and all claims came back saying they are single incidents and I am still paying my deductible of $500.00. I need an explanation, I spoke to a representative a month ago and she was kind,took my concerns but never got back to me. I pay 51.60 a month for This insurance. Multiple that by 12 and x11yrs(close to $7000.00).Got a first payback from The Ultrasound around $200.00.I paid $460.00,plus The blood tests alone are $129.00,and they will be reoccurring every 2 weeks,medications plus vet prescription food. I have a $2700. limit per incident. This is my 3rd request for a callback. I can't make a recommendation for Pets Best if you don't cover my expenses, now when I need it. Sincerely

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  • author
    Gerald Barr
    May 14, 2021
    Pets Best needs to answer the phone

    Pets Best does ok with claims. Why when I call Pets Best I can wait on hold for hours and no one picks up. Worst than calling the IRS. This to me is a big problem

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  • author
    Daniela
    May 14, 2021
    Pet's Best always finds a loophole as…

    Pet's Best always finds a loophole as to why they can not cover something. It is ridiculous. Our vet has been trying to contact them to contest what they erroneous labelled a 'preexisting condition' for almost a year now and has not been able to get to a live agent, nor has she gotten a call back after her messages. My husband and myself have also left messages and received zero response. On top of that, the little they do cover takes months to complete. I would not recommend Pet's Best. We will not be using this company for any future pets.

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  • author
    Janet Keener
    May 14, 2021
    I DO NOT RECOMMEND THIS PET INSURANCE…

    I DO NOT RECOMMEND THIS PET INSURANCE TO ANYONE!!! I have called numerous times to try to find something out about the misinformation they wrote on all 3 EOB claims. 55 minute hold was the 1st time and 35+ minutes were after that. Their recording says they pay within 15 to 30 days. HA HA! THEY accepted my claims MARCH 23, 2021 and this is May 13, 2021. I received a SMALL amount from 1 claim. I could have saved my premiums and had more!!!! Don't waste your money or time!

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  • author
    Kay Dolphin
    May 13, 2021
    Shameful Disappointment

    Shameful Disappointment - Go Elsewhere! There are several great options for pet insurance, if expecting this company to be a fraction of as a good to you as you are as a long term customer in great standing (during a pandemic with multiple family deaths no less !?) this company is not for you. Countless companies came together to support folks during this challenging time - Pets Best gave as much accommodation as a cold brick wall & took the first opportunity possible to rip a perfectly well paid policy away, erase it faster than you can say happy dog & demand a new high priced policy overnight! Do not waste your time reaching out as a reasonable rational person to this company. Your money belongs in a place where you & your pet Matter to people.

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  • author
    Kimberly Jenkins
    May 22, 2021
    Don't do it!

    Was told that they were unable to read a claim. I had the vet provide another copy; a week later I received another email saying there was another problem. I called and after being on hold for about 20 minutes I got through to someone and they told me the claim would be processed. A month and a week later and nothing has happened. Do not get pet insurance through them, this has been a tremendous waste of time. I have cancelled my policy and they couldn't care less. **Updated** I have no issue with info needing to be clear, but I do have an issue with extensive miscommunication among employees regarding the same claim and the amount of time it takes to process a claim. By the way please do better . . . my dog's name is DIEZEL . . . per my last comment, you couldn't care less.

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  • author
    Garrett
    May 13, 2021
    honestly, go somewhere else. Not worth it

    They used to have a great reputation, but idk what happened. I went with pets best because of the price and wellness plans etc. I currently have 5 outstanding claims with them and nothing. Full disclosure, they range from one calendar month to one week ago. However, they’re all marked as “received” or “waiting for vet info” despite attaching the full vet notes on letterhead with detail…. My vets office has confirmed that they haven’t even contacted them btw. I keep getting “sorry we’re taking so long” automated updates and they claim they’re hiring more staff. The bbb “resolution” about this has not been updated since March of last year. Also, their “direct pay” is misleading…. Unless your vet will take payment plans/arrangements, it’s just a paper. That your vet agrees to receive payment from them directly. Well that’s great…. But no vet will keep you or continue this if they’re taking 35-40 (business) days to process claims. You also need a prior approval for anything over 1k, so hopefully if you have an expensive emergency….. your animal won’t mind waiting 30-40 days. Otherwise I guess they’ll deny the claim for not having pre approval. Pros: affordability for young animals, optional wellness plan, uh…. Handy app (like everyone else) Con: you will not receive payment any time soon, they have terrible customer service. So if you have a line of credit/payment option/interest free plan and can afford to wait almost two calendar months for your claim to be reviewed, it’s great. I guess.

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  • author
    Terry Levin
    May 12, 2021
    Good company

    I have been using Pets best for a couple of years now and they have done a great job. The only place I see improvement necessary is that I can take them longer than expected to finalize claims.

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  • author
    Njfk
    May 12, 2021
    Took forever to process a $38 claim

    Took forever to process a $38 claim

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  • author
    Shannon White
    May 11, 2021
    I was on hold for 1hour and 10 mins

    I was on hold for 1hour and 10 mins. The lady answered and put me on hold again for about 10mins and call dropped. I went on chat 3 times and nothing. I called again and someone answered and I explained I was on hold for 1hr 20 min so she said ok let me have someone help you. I dont want to put you on hold again. On hold. I asked to speak to supervisor. Reply no supervisor in. I called back and was on hold for 1hr and 36 more mins and the lady never returned. You would think I would be mad. Well guess what I worked for the US GOVT for 22yrs and know how not to act when on hold. I am nice about it and it still doesn't work. The offer multiplet discount BUT if you policy is with a different underwwrighter. Your out of luck. We have 5 cats insured with pets best. It really sucks now.

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  • author
    Krystal
    May 11, 2021
    Not good

    Have not had a good experience with them since I enrolled. Also, waiting times for CS are ridiculous and have been this way for a very long time.

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  • author
    Chris West
    May 09, 2021
    Normally five stars

    The only reason I gave four stars was the length of time it took to resolve the claim. Every other claim I have made has been resolved in a timely fashion.

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  • author
    Hola Clasa
    May 07, 2021
    Will be looking for a different pet insurance company!

    Called customer service to inquire why our policy went up 12% in one year. Our dog isn’t even old and yet we had a big price increase. Was on hold for 30 minutes and gave up. Can’t imagine if we would’ve had an emergency. Will be looking for some another company. Waste of time!!!!

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  • author
    j barn
    May 07, 2021
    It may take awhile to get a customer…

    It may take awhile to get a customer service person on the line, once you do they are very professional, know what they are talking about, very helpful, take all the time you need to make sure everything is clear. They really are the best!! I have learned something new with each person I've spoken to.

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  • author
    Brennan Azevedo
    May 07, 2021
    Process was easy and simple

    Process was easy and simple, but processing time was very long.

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  • author
    Jade Guza
    May 07, 2021
    Horrible Customer Service.

    I was thinking about going with this insurance company, I called with a few questions, after 35 minutes on hold I decided to go with another provider.

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  • author
    Christy Hyde
    May 07, 2021
    I have 2 Shih tzu dogs with PetsBest…

    I have 2 Shih tzu dogs with PetsBest and have for 3 years. At first it was good pretty quick on return in claims, then started slacking off. Wanting to review medical with Vet every time I sent a claim in like it was a pre existing condition. They have been there since there were pups how could they have possibly had a ore existing condition. I believe it was just to make you wait longer for a check. Tried changing my deductible on one dog. They said no can’t do that you have to have 12 months of no invoices for us to do that. Well what is insurance for if you don’t use it. That’s why we get it Just very disappointed in how they handle things. I probably wouldn’t recommend them to anyone

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  • author
    Katelyn Spiel
    May 06, 2021
    It’s okay....

    The insurance has a deductible that I feel like I have a hard time meeting and I chose the lower deductible to begin with. Also, with covid it took MONTHS to get a claim processed. Pretty frustrating and they’re still that way. I just submitted a claim and it took them a month to get paid out for the claim.

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  • author
    Gia
    May 06, 2021
    Happy customer!

    I’ve been using PetsBest for three years now, ever since I brought my Rottweiler home at 8 weeks. They have been nothing but helpful and accommodating. I understand with COVID there were some delays with processing, and my dog had major surgery in the midst of the pandemic. PetsBest kept me in the loop regarding the status of my claims and contacted me to apologize for the backup in processing due to being short staffed. I understand things happen and communication like this goes a long way. After my claims have been processed the reimbursement has always been very quick and having it directly deposited in my checking account is very convenient. I’m very happy with the service I’ve received the last three years and it’s been a godsend with these unforeseen injuries to my pup.

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  • author
    Jovanni Carter
    May 05, 2021
    Terrible Terrible Terrible Customer…

    Terrible Terrible Terrible Customer Service. Its impossible to get in contact with them. This Pet Insurance like many will take your money and not help you! I had Pets Best for close to a year, submitted one claim and was denied, and never communicated when it was or why. I had to call back myself many times to get an answer. Their entire business model is setup around it being difficult for you to get ahold of them and submit claims. Their user experience is so bad on purpose they want you to give up and forget about claims. My dog had some neuro issues with his back legs. The vet wanted to do an MRI to rule out a genetic disease, which they tested for but were waiting the results back. He was in pain so they wanted to do the MRI as soon as possible. Pets Best took weeks to even get a pre authorization form in for the MRI. I couldn't wait any longer and got the MRI myself which was expensive. The results came back and all he had was virus you can get from local lakes, and all he needed was some antibiotics. I called pets best back to get let them know I didn't need the Pre Authorization anymore. They had already closed it deeming it Pre Existing and they wouldn't cover. Once I mentioned to them it wasn't that it was a virus they said I would need to resend all the claims again but it won't be covered anyways because that can also be considered pre existing with a boxer breed. WHAT?! If the Pre-Authorization for the MRI had been covered I could have had this paid for and handled right away. As it was deemed not the genetic disease rather a common virus in puddle/lake water. Instead Pets Best did not help me in a time of crisis, like an insurance company should! Please do not give them your time or money. They need to re-brand to Pets Worst! Here are my experiences and reasons to not go with this insurance: - They give you quite the runaround to submit claims. They never tell you if you are missing anything or need something else. You need to call back yourself to find out the status. - The wait time on the phone is crazzzzy! Each time I called I was on hold for an 1hr plus. One time equalling 2.5 hr phone call. What!! My dog was in a bit of an emergency or I would never wait that long. - They will claim almost anything a "Pre-existing condition" - They will not pre-authorize in a time of crisis if you need it. The runaround for this is insane and expect to send in tons and tons of documents with no response or updates. - Once you get ahold of a real person they are not able to answer your questions. There is a disconnect between them and the people actually approving claims. They seem to be just a phone answering service. Hope this helps the next person considering them. Definitely do not! Find a good insurance that actually cares for your pets needs, they are hard to find, but this one does not no matter how much their marketing team claims they do! PETS WORST

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  • author
    Mel Spera
    May 05, 2021
    Wellness Plan should be in BOLD and larger font!

    I wish the type of wellness plan was in BOLD and in a larger font on the policy documents and app/website. I wanted to choose the Best wellness plan but somehow selected the Essential Wellness plan. I overlooked the plan type until I submitted my first claim. Now I have to wait until I renew next April to upgrade my plan.

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  • author
    Shelenar
    May 04, 2021
    Went downhill and is overpriced

    I have been with PetsBest for 10 years and just cancelled my policy. Two years ago my policy doubled in price and now they have tripled what I was paying two years ago. I talked to a customer representative who was dismissive of my issues. I have been very happy with them until now but found better and cheaper coverage with a different company. Too bad!

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  • author
    BarbsyAnn
    May 04, 2021
    Very Happy With Pets Best

    Again, I am very pleased with the service that Pets Best Pet Health Insurance provides. I have had numerous claims over the two years I have had their insurance and I can honestly say that each time I have had my claim processed efficiently and in a good amount of time. I am very happy I chose Pets Best.

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