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

“Bill processing is very slow”

Posted 2 years ago

Hi John, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“First time submitting my claim for wellness appointment took 2 months. Seems long to me. Help on the web agent was not helpful.”

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Posted 2 years ago

Hi Debbie, thanks for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“I'm a little disappointed in Best Pets. It takes entirely to long after submitting a claim for payout 42 day I was told! That's unacceptable.”

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Posted 2 years ago

Hi Karen, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Customer service is top notch. Claims handlers are extremely helpful, knowledgeable and easy to get ahold of. Three star rating because payment averages 42-49 days which puts its customers at a serious financial disadvantage if they're faced with a large, expensive claim and have to use a credit card. Absolutely zero complaints otherwise.”

Helpful Report

Posted 2 years ago

Hi Carolyn, thanks for your time and feedback. We’re glad to hear that you feel our customer service is top notch and that our claims handlers are extremely helpful, knowledgeable and easy to get ahold of. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“I loved Pets Best until they took 3 1/2 months to complete a claim. This is a big claim of over 8k, but we have the unlimited plan. Our interest was piling up on our credit card while we awaited payment. My dog had a fever of 107 and nearly died. and then guess what? They declined our claim. My dog was excessively panting. A common symptom like panting can be part of many conditions. Overexertion, pain, excitement, anxiety...Just because my dog had panting issues in the past, before her insurance coverage. Panting does not mean she necessarily had Brachycephalic syndrome. This diagnosis was NEVER made prior to her needing critical care and surgery. Previously, she was panting after having puppies. I am very upset with this company. French Bulldogs have flat faces and overheat easily. That's why we bought insurance. And I recommend this company to many Frenchie owners. By the way, the customer service associates were very nice but twice they would not let me speak with a manager. I am filing an appeal and might seek legal counsel.”

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Posted 2 years ago

Hi Suzanne, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. Unfortunately, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. We appreciate your feedback, and hope you have a great rest of your day. – PF

Posted 2 years ago

“Overall Pets Best has provided good service. I do however feel that I was not given all proper information when I signed up. Recently I tried to add accident/illness exam coverage to my policy only to find out that I can not do that after my policy has started. This was never mentioned when I signed up. It was made to seem that you could always adjust your policy choices. When I spoke with a woman on the phone she said that she could rewrite my policy to include that but that I would have to go back through the waiting periods and that the company could use previous claims as pre-existing conditions and possibly deny me coverage for those things in the future (ie. Very common ailments such as eye and ear infections). I am very unhappy with the fact that I can not make this one little change (that I am willing to pay a higher premium for). I informed the company that I would be looking into alternative companies and they simply said ‘ok’. This makes me feel as if my business is not valued at all.”

Helpful Report

Posted 2 years ago

Hi Kristen, thanks for your time and feedback. We regret to hear you’ll be looking into alternative insurers. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Unfortunately, Policyholders can only add supplemental benefits (e.g., Office Visits/Exam Fees, Take Home Prescriptions, and Rehab/Acupuncture/Chiropractic) within the first 30 days of the policy. After the first 30 days of the policy, the Policyholder would have to choose to re-write the policy to add supplemental benefits. This would mean canceling the existing policy and starting a new one. On the re-written policy, there would be a new start date for the new policy, and new waiting periods, which would be 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament Injuries. These waiting periods would start from the effective date of the policy. Any condition that shows signs or symptoms prior to the new policy start date or during the new policy waiting periods wouldn’t be covered by the new policy. We hope you have a great rest of your day, and appreciate your feedback so that we can continue to work towards better customer satisfaction. – PF

Posted 2 years ago

“Coverage options are good and monthly cost is fair however the biggest issue I’ve had is with claims being processed. The timeframes for claims processing are not communicated, updates are not provided as it’s being processed and customer service agents don’t provide much insight into what is going on. I’ve reached out to them and received different answers as to how long it will take to process a claim. It’s incredibly frustrating”

Helpful Report

Posted 2 years ago

Hi Kristen, thanks for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Deeks' yearly well visit was not fully covered. The policy is confusing thus, misleading.”

Helpful Report

Posted 2 years ago

Hi Mary Ellen, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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 amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. We’d be happy to go over your claims with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“I signed up for the best policy available about eight years ago; $5k coverage per year with $100 deductible and 90% reimbursement for about $65. My cost goes up drastically every year; I am now at $231. Because of pre-existing conditions, I cannot switch plans or companies. It's an unmoderated racket. They do pay out; you're just stuck once you buy in.”

Helpful Report

Posted 2 years ago

Hi Sherri, thanks for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. You can review options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. If you’d like us to go over the options to reduce your premium with you, we’d be happy to help! You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“Did what said in plan. Good. Took a long time, over a month, but they tell you it will take a while. Denials clearly spelled out to plan requirements.”

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Posted 2 years ago

Hi Dale, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Claims take a very long time to come back and it’s not clear what they mean. It’s hard to find what has gone towards the deductible.”

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Posted 2 years ago

Hi Abbey, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this has caused and thank you for your patience. You can see where you’re at in meeting the deductible in your account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. We’d be happy to go over your claims Explanation of Benefits with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“The handling of my claim was disappointing. The Vet said anesthesia was necessary for the ear cleaning procedure he would do. He suggested I have Lily's teeth cleaned since she would already be anesthetized. I understand that I shouldn't be reimbursed for the dental cleaning, but the anesthesia was for the ear cleaning, not the dental cleaning.”

Helpful Report

Posted 2 years ago

Hi Diana, thanks for your time and feedback. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“I thought the plan covered more of wellness visits and procedures. I need to review what is covered so I can be better informed in the future”

Helpful Report

Posted 2 years ago

Hi Silvia, thanks for your time and feedback. 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, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“Sometimes good sometimes not. I have a senior with alot of problems and spending so much on him and I get a $1 back is just sad. But I guess it is what it is.”

Helpful Report

Posted 2 years ago

Hi Alison, thanks 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 co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“Most of the time, getting back to me has been slow and then you need more information which causes me to have to get back to our Vet and they seem perplexed about you needing more info. Why can’t you contact the vet and get your answers right away instead of burdening people like me who pay for your service”

Helpful Report

Posted 2 years ago

Hi Kathleen, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. This time frame starts from the time we receive a complete and legible itemized invoice showing all the services done for your pet along with proof of payment to your veterinarian for the total amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Recently two things first one my renew my year is up and of course my policy goes up. Second my pup needed surgery now please tell me why at one point you could get pre approved for surgery but they no longer offer that program. I come to find out other pet insurance companies offer pre approval for surgery. I pay my monthly fee on time everytime and you can't even try to help your customers not everyone has thousands and thousands of dollars in there bank account. I was able to come up with the funds but I feel you should try to help your customers a little more”

Helpful Report

Posted 2 years ago

Hi Jessica, thanks for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. You can review options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. Unfortunately, we do not offer Pre-Authorizations. Pets Best regularly analyzes the services we offer our customers to make sure they are providing a best-in-class customer experience. Our claims pre-authorization service unfortunately did not meet our own internal standards and was creating customer confusion instead of clarity. We will continue to provide a great claims process to our customers, and are focused on offering customers better visibility on claims in that process. If you’d like us to go over the options to reduce your premium with you, we’d be happy to help! You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“Large copay, deductible, unable to advise wether a recommended procedure would be covered.”

Helpful Report

Posted 2 years ago

Hi Marsha, thanks 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 co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your claim and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“We are satisfied with Pets Best in that they have been reliable in reimbursing us. But, Pets Best, over the past couple of years, has degraded itself because of the amount of time it takes for reimbursement. The best they have done for us is one month from date of submission. Of late, it it taking 5 to 6 weeks to be reimbursed. That seems unacceptable. There is too much uncertainty with changing companies, so we continue to stay with Pets Best. But, it is frustrating to have to wait so long when it may be attributable to a staff level issue or a lack of competent management, which are correctable.”

Helpful Report

Posted 2 years ago

Hi Dianna, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Sucks so far”

Helpful Report

Posted 2 years ago

Hi William, thanks for your time and feedback. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“It took too long to process my claim and even with my approval, the money has not shown up in my account.”

Helpful Report

Posted 2 years ago

Hi Maxine, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days currently. We apologize for any inconvenience this has caused and thank you for your patience. When we send out an Explanation of Benefits, if it shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. If you have any other questions, you’re welcome to reach out to us, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 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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