Name: Pets Best Insurance
Address: 11333 N. Scottsdale Rd., #160, Scottsdale, Arizona
Rating: 4.30

“Very disappointed. Pats very little and not at all.”

Posted 3 years ago

Hi Linda, thank you for your time and feedback. We’re sad to hear you’re very disappointed. We’d be happy to go over your claims processing and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“We were promised to be reimbursed 70%. In reality we were reimbursed only 30%. We are switching to another company.”

Helpful Report

Posted 3 years ago

Hi Yevgeniya, thank you for your time and feedback. We’re sad to hear you’ll be switching to another insurer. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first on all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find your Declaration Page and policy information under Documents and Forms in your account on our website. We’d be happy to go over your claims processing and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“The approval for claims is pretty ridiculous. The only claims I ever can get approval are the ones only for vaccines. I paid only $70 a month for the insurance but was denied an entire $900 claim. What Is the point of paying for insurance if I am going to have to pay out for pocket for everything on top of paying for the insurance for monthly that denies my claims.”

Helpful Report

Posted 3 years ago

Hi Ervina, thank your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Two representatives told me two different answers and it costs me over $800 for their error. This company needs to invest in proper training and make sure they hire competent people. I was told on the phone I was in the clear to use my insurance. Once I submitted my claim I was denied because I was 24hrs too soon from the waiting period. That's disgusting this company would hold that against me and make me pay the full bill.”

Helpful Report

Posted 3 years ago

Hi Taylour, thank your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. We’d be happy to go over your concerns with you further. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Not convinced that it’s worth having . I think I’m going to cancel instead of having money coming out for my plan as well as my out of pocket expense since they don’t cover pre existing conditions. All the money you spend on a plan adds up when you can’t use it . Right now I’m spending out money on his allergies which the insurance don’t cover.”

Helpful Report

Posted 3 years ago

Hi Robin, thank your time and feedback. We’re sad you’re thinking about canceling your pet’s policy with us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. If you’d like us to go over your concerns with you further, you can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Likely will cancel. Always being denied for claims. either its pre-existing condition or wellness payments that are exhausted. No clear EOB, and when I ask for an explanation it's never resolved. Also, some claims took very long to be processed.”

Helpful Report

Posted 3 years ago

Hi Frank, thank you for your time and feedback. We’re sad to hear you will likely cancel your pet’s insurance with us. We left you a voice message today. Rest assured, your claims’ processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“The insurance takes a considerable time to respond to your claim. The advertisement deviates a lot from the truth. The deductibles are high. And if you send more than 2 claims the same month for the same pet, forget that you will ger any coverage. Disappointed!”

Helpful Report

Posted 3 years ago

Hi Nayely, thank you for your time and feedback. Rest assured, your claims’ processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, if your pet is a puppy and requires multiple puppy visits and booster vaccinations, depending on what your veterinarian charges for their services, you may use up all the wellness exam and general vaccination benefits in one or two office visits. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Pets Best works very diligently to fine a way/excuse to not pay claims and take over a month(at best) to pay out the minimum they feel worthy. My dog was stiff and sore so I had her checked...nothing but aging..came up as pre existing condition later in life even without a diagnosis. Veterinarian spoke/argued of my behalf to no avail. Too much more to mention..awful awful awful”

Helpful Report

Posted 3 years ago

Hi Cheri, thank you for reaching out to us. We called and left you a voice message today. If you have any other questions or would like to go over your claim processing concerns with us further, you can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a better rest of your day. – PF

Posted 3 years ago

“I purchased your pet insurance because my dog gets monthly allergy shots that were covered by nationwide pet insurance. For some reason you have not covered anything from my dogs claims. I wouldnt reccomend pets best unless its a brand new puppy.”

Helpful Report

Posted 3 years ago

Hi Mike, thank you for reaching out to us. Our policies are only designed to assist with conditions that didn’t show any signs or symptoms prior to the policy start date or inside the policy waiting periods. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Unfortunately, my experience with Pets Best has been poor. Claims are rarely approved the first time they are submitted and misinformation is given on the phone about the policy. Each claim is a time-consuming endeavor. So far, I have paid more in premiums than I have gotten back in returns. If that is still true after one year, I will be looking for another insurance carrier for my pet.”

Helpful Report

Posted 3 years ago

Hi Teresa, thank you for reaching out to us. We’re sad to hear you’re thinking about looking for another insurance carrier for your pet’s insurance. We called and left you a voice message today. Rest assured your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. As long as we have the medical records we require to process the medical claim, medical claims are processed within 40 days and wellness claims within 20 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“We’re paying $55 a month for the best insurance this company has and so far we feel like we’re being scammed. Earlier this month when we had an emergency vet visit they only covered $20 of the $140 we spent at the vet. They also wouldn’t cover the office visit that they’re supposed to cover when we went for our first appointment because at that time we paid for a year care plan on top of the care that was provided that day. We’ll be canceling our plan as soon as we can actually get ahold of this company.”

Helpful Report

Posted 3 years ago

Hi Cameron, thank you for your time and feedback. We’re sad to hear you’re planning on canceling your plan with us. We called and left you a voice message this morning. We’d be happy to go over your coverage and claims processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“You've lost your way! I received less than 18% back, of my out-of-pocket expense of almost $1,700! You've lost my confidence in your company. And, this comes at a time my dog and me needed you the most! But most importantly, you've lost my business (and I've been a loyal customer for years).”

Helpful Report

Posted 3 years ago

Hi Derek, thank you for your time and feedback. We’re sad to hear that we’re losing your business. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Horrible claim review times only to misunderstand the diagnosis. No call backs.”

Helpful Report

Posted 3 years ago

Hello Claire, thank you for your time and feedback. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention so we could review your concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. We apologize for any inconvenience this has caused and appreciate your patience. We hope you have a wonderful rest of your day. - PF

Posted 3 years ago

“Honestly this is the biggest scam - paying over 150 a month and hardly anything is covered. Worst insurance I’ve ever owned for a pets…what’s even the point.”

Helpful Report

Posted 3 years ago

Hello Michael, thank you for your time and feedback. We left you a voice message today. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find the wellness schedule under Documents and Forms in your account on our website. Policyholders can remove their wellness endorsement within 30 days of their renewal as long as there hasn’t been a claim filed since their renewal, by contacting our Customer Care Team. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“They cover nothing it’s a bit of a fraud”

Helpful Report

Posted 3 years ago

Hello Steven, thank you for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a co-pay and deductible selected by the Policyholder that must be met before reimbursing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“You guys never cover anything and even when you do it’s the bare minimum”

Helpful Report

Posted 3 years ago

Hello Aldana, thank you for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“My claims sat in No Pay Land for 45 days…(the nice 1st rep we talked to had never seen this before) even though the Vet requested docs were sent within 24 hours to PB. I rescued my dog @ 6yo, had no way of knowing what if any issues existed. He had severe dental disease when we got to our vet during Covid, so severe that fur and food was getting stuck around the decayed roots and under the gums. He needed extensive intervention. Guess what? Not covered. “Owner has a responsibility to have pet evaluated in the 13 months prior to claim. Owner is responsible for preventative dental care”. I explained this to a representative prior to the Claim department massacre of the claim. That we rescued him…They also refused to cover a preop visit with blood work (he never had any that we know of in 6 years before he became our family member). Run. Don’t walk, away from Pets Best.”

Helpful Report

Posted 3 years ago

Hi Donna, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 40 days currently. Our BestWellness endorsement is the only place where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Under Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for there to be Periodontal Disease coverage. You can find your Declaration Page and policy information under Documents and Forms in your account on our website. Policyholders can add a wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Still waiting to be paid out for a claim from 11/8. You guys have given me such a hard time. Employees don’t know what they are doing. Processing the claims incorrectly. Refuse to get me to a supervisor. Wanted me to appeal. I wrote to claims and they dismissed me sent me another appeal. Write to customer service. 3/16 someone From customer service called saying I wa correct and they will reimburse me for the claim but I haven’t gotten a penny yet. Very disappointed. It’s sad that I have to do somebody else’s job and they’re in the claims department.”

Helpful Report

Posted 3 years ago

Hi Mahasa, thanks for taking the time out of your busy schedule to speak with us today. If you ever have any other concerns, please don’t hesitate to reach out to us. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance in the future and hope you have a great rest of your day. – PF

Posted 3 years ago

“I was completely dissatisfied with Pets Best ability to turn around my claim. This marks a change from the past when the service was prompt, as I've had your insurance for many years without a problem. There is simply no excuse to take 6 weeks, especially when your premiums are extremely high. I called up and did not receive a satisfactory answer, that staff were in "training". My friend had a pet visit for an emergency almost exactly at the same time as my pet and received reimbursement within a week from one of your competitors. I cannot and will not recommend this insurance to anyone.”

Helpful Report

Posted 3 years ago

Hi Wayne, thank you for sharing your thoughts as they are important to us. We’re sad to hear you will not recommend us anymore. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 40 days currently. Premium increases happen at your renewal. That’s when we consider that your pet’s a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your coverage and options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Benefits EOB issued 3/22/2022. As of 4/6/22, have not yet received check.”

Helpful Report

Posted 3 years ago

Hi Glenn, thanks for reaching out to us. When you receive your Explanation of Benefits from us, if it shows that you are to receive a reimbursement, the first page of the Explanation of Benefits will let you know if you have Direct Deposit on file with us or if you are to receive a claim check. If you have Direct Deposit on file with us, the Explanation of Benefits will advise you to allow 5 to 7 days for the reimbursement to show up in your bank via Direct Deposit. If you are to receive a claim check, you would need to allow 7 to 10 days for the mail to deliver it to your address on file. Please review the first page of your Explanation of Benefits as it will provide you with the information regarding how you are to receive your reimbursement if there is one showing on your Explanation of Benefits. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 86%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

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