If you’re a pet parent using Pets Best Insurance, you want the best for your furry friend, especially when it comes to navigating customer service. Whether you’re filing a claim, asking about your policy, or just trying to talk to someone, this guide walks you through every way to contact Pets Best, what to expect, and how to escalate if needed.
- How to Reach a Real Person at Pets Best
- Email Contacts by Department
- Key Web Pages You Should Bookmark
- Mailing and Physical Addresses
- Social Media Channels
- 24/7 Help Center
- Customer Service Availability and Response Times
- How to Handle Problems With Customer Service
- Pets Best Executive Contacts
- Responsiveness Score
- Loyalty Program
- Frequently Asked Questions (FAQs) About Pets Best Insurance
- 1. What types of pet insurance plans does Pets Best offer?
- 2. Are hereditary and congenital conditions covered?
- 3. Does Pets Best cover routine care or wellness exams?
- 4. How are claims reimbursed?
- 5. Can I go to any veterinarian with Pets Best?
- 6. Is there a waiting period before coverage begins?
- 7. How do I cancel my Pets Best policy?
- 8. What happens if I miss a premium payment?
- 9. Can I change my coverage or deductible after enrolling?
- 10. Are alternative therapies covered (e.g., acupuncture, chiropractic care)?
How to Reach a Real Person at Pets Best
You have several ways to contact Pets Best directly, depending on your needs:
| Service | Phone Number | Notes |
|---|---|---|
| Customer Service | 1-877-738-7237 | General support |
| 24/7 Pet Helpline | 1-888-349-2520 | Veterinary questions anytime |
| Fax | 1-866-777-1434 | For submitting documents |
| Affiliate Program | 1-888-217-2731 | Partnership and marketing queries |
| Media Inquiries (Kerry Sutherland) | (775) 360-6101 | For press and PR only |
Email Contacts by Department
| Department | Email Address |
|---|---|
| General Customer Support | customercare@petsbest.com |
| Claims Submission | claims@petsbest.com |
| Veterinary Services | vetservices@petsbest.com |
| Agent Inquiries | agents@petsbest.com |
| Media & Press | press@petsbest.com |
| Media Contact (Kerry Sutherland) | kerry@ksutherlandpr.com |
If you’re unsure who to contact, start with general support, and they’ll guide you to the right team.
Key Web Pages You Should Bookmark
Mailing and Physical Addresses
You may need to send documents or reach out via mail. Here are all valid addresses:
| Type | Address |
|---|---|
| Primary Mailing | Pets Best Insurance Services, LLC 965 Keller Rd. Altamonte Springs, FL 32714 |
| Alternate Mailing | Pets Best 2323 S Vista Ave. Ste. 100 Boise, ID 83705 |
| Physical Address (No Mail) | Pets Best Insurance Services, LLC 10840 Ballantyne Commons Parkway Charlotte, NC 28277 |
Use the mailing addresses for claims or documents, do not send mail to the physical office.
Social Media Channels
You can also reach out via social media, although response times vary. These platforms are monitored during regular business hours:
24/7 Help Center
Instead of waiting on hold, try the Pets Best FAQ section first. It’s available any time and covers:
- How to file a claim
- How reimbursement works
- Coverage details
- Changes to your policy
Customer Service Availability and Response Times
Here’s a quick overview of how fast you might hear back depending on your contact method:
| Contact Method | Hours (Mountain Time) | Typical Response Time |
|---|---|---|
| Phone | Mon–Fri: 6 AM–7 PM Sat: 6 AM–2 PM | Varies based on call volume |
| Live Chat | Mon–Fri: 6 AM–7 PM Sat: 6 AM–2 PM | Quick (within minutes) |
| Mon–Fri: 6 AM–7 PM | 1–2 business days | |
| Social Media | Mon–Sat business hours | Varies |
| Help Center (FAQ) | 24/7 | Immediate answers |
How to Handle Problems With Customer Service
If you’re frustrated or your issue isn’t being resolved, try these steps:
- Contact customer service using the right phone or email.
- Follow up with documentation (email or mail).
- If unresolved, reach out to senior staff listed below.
Also, read this excellent guide on how customers can deal with customer service—it offers smart strategies to stay calm and get results.
Pets Best Executive Contacts
When regular support isn’t enough, these are the people in charge:
| Name | Role | ||
|---|---|---|---|
| Shannon Crowell | Customer Care Manager | shannon.crowell@petsbest.com | Shannon’s LinkedIn |
| Andrew Haws | SVP of Operations | andrew.haws@petsbest.com | Andrew’s LinkedIn |
| Greg McDonald | Chief Executive | greg.mcdonald@petsbest.com | Greg’s LinkedIn |
Responsiveness Score
Pets Best currently has a Responsiveness Rating of 3 out of 5. That means they’re moderately reliable when it comes to answering customer questions—but there’s room to improve.
Loyalty Program
At this time, Pets Best does not offer a loyalty program, so there are no reward points or perks for long-term customers.
Frequently Asked Questions (FAQs) About Pets Best Insurance
1. What types of pet insurance plans does Pets Best offer?
Pets Best offers two main types of insurance:
- Accident-Only Plan – Covers emergencies like broken bones or accidental poisoning.
- Accident and Illness Plans – Cover both accidents and a wide range of illnesses like cancer, allergies, or diabetes.
You can customize your deductible, reimbursement rate, and annual coverage limit. Learn more about their pet insurance plans here.
2. Are hereditary and congenital conditions covered?
Yes, these are covered under accident and illness plans if symptoms were not present before coverage began or during the waiting period. See the Pets Best coverage breakdown.
3. Does Pets Best cover routine care or wellness exams?
Routine care like vaccinations and dental cleanings are not covered in standard plans, but you can add a Wellness Coverage add-on.
4. How are claims reimbursed?
Claims are reimbursed via direct deposit or check, usually within 5–7 business days. Check claim status through your Pets Best account portal.
Full guide: How to File a Claim.
5. Can I go to any veterinarian with Pets Best?
Yes, you can visit any licensed vet in the U.S. including specialists and emergency clinics. More info here: Why Choose Pets Best.
6. Is there a waiting period before coverage begins?
Yes. Waiting periods are:
- 3 days for accidents
- 14 days for illnesses
- 6 months for cruciate ligament conditions
Details: FAQ Waiting Periods
7. How do I cancel my Pets Best policy?
Call 1-877-738-7237 or email customercare@petsbest.com. Include your name, policy number, and reason for cancellation. More help: Contact Us.
8. What happens if I miss a premium payment?
If your payment fails, you get a grace period to fix it. If not resolved, your policy could be canceled. Set up auto-pay in your account portal.
9. Can I change my coverage or deductible after enrolling?
Yes, you can change your deductible or coverage at renewal or policy anniversary. Some changes may reset waiting periods. Make updates through your Pets Best account.
10. Are alternative therapies covered (e.g., acupuncture, chiropractic care)?
Yes, if performed by a licensed vet and related to a covered condition. Check your policy options here: Coverage Details.
To learn more about managing customer service experiences, visit this guide on how customers can deal with customer service .