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

“I have been sent notification of payment on 2 claims but nothing has been deposited in my bank account. AND after just one year my rate is being raised. My pup isn't even 2 years old. Not happy. May change providers.”

Helpful Report

Posted 1 year ago

Hi Betsy, thanks for your time and feedback. We’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits 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. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 1 year ago

“This insurance is such a waste of time and money!!!!! Had it before I ever picked my dog up from the breeder, had a vet checked guarantee from the breeder on picking up puppy of Healthy puppy, than ended up needing emergency surgery 3 months after having her and insurance claimed it was preexisting, had to go thru appeal process and finally got them to pay, this insurance is a joke!!!!”

Helpful Report

Posted 1 year ago

Hi John, thank you 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. We're glad to hear your claim was found compensable during an appeal review. If you’d like, we’d be happy to go over your concerns 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Claims take way to long to process. When you call to inquire about your claim their supervisors tell you, you are bothering them. The supervisors refuse to talk to you and tell you to email them with your concerns. Should I email my monthly premiums to them. ??????. Their customer service is atrocious. They make you feel like you are just a number. They have no concern for any of your issues. They make you feel like they could care less if you are insured with or not. Absolutely no customer service. It is shameful how they treat you.”

Helpful Report

Posted 1 year ago

Hi Kevin, thank you for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Your recent interaction has been forwarded to leadership for review. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“It pretty much covered nothing.”

Helpful Report

Posted 1 year ago

Hi Rebekah, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Worst ever. Messi so many of my claims and never made them right. Requested a manager to call and no one ever did. Whoever is reviewing claims need to be trained better. Error after error and you don’t fix them”

Helpful Report

Posted 1 year ago

Hi Lori, thanks for your time and feedback. Pets Best is committed to continued work toward providing more efficient service and a more positive experience for our members. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Our dog had an ear infection and nothing was covered by insurance. Our dog also had spinal surgery and that wasnt covered either. I feel everything we send is never covered. There is almost no reason to continue this insurance.”

Helpful Report

Posted 1 year ago

Hi Douglas, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, 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. Our 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. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to 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. We hope you have a good day. - AS

Posted 1 year ago

“Poor communication, does not keep their word for coverage and it's a waste of money !”

Helpful Report

Posted 1 year ago

Hi Ashley, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“A total scam. Would not recommend to anyone”

Helpful Report

Posted 1 year ago

Hi Jackie, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“They do not cover what they claim. $900 worth of surgery and they only covered the medication cost of $200. Why pay $100 a month for insurance that doesn’t cover what they say they will?”

Helpful Report

Posted 1 year ago

Hi Corey, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or copay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. For spay/neuter surgeries, under our BestWellness plan, the maximum reimbursement amount is $150 for all related services (including medication). Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“I fell for their False marketing saying it takes 3-5 business days to handle your claim, mine took over two months! Will be canceling immediately”

Helpful Report

Posted 1 year ago

Hi Sarah, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. We understand your concern about faster claim processing, however, we do not advertise 3-5 business days. Please understand, Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“I haven’t been reimbursed for my dog being diagnosed with epilepsy… not sure what the point of this insurance is to be honest. Probably going to cancel soon & spread word to my followers so they don’t waste their money as well.”

Helpful Report

Posted 1 year ago

Hi Tori, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits 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. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 1 year ago

“Took an extremly long time to hear back with results. Payout is not what was expected - notes of "max payment already made" or something to that effect.”

Helpful Report

Posted 1 year ago

Hi Ira, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. Please note, that our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or copay. Each line item on the schedule is the maximum the policy would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Honestly. I am going to cancel. They keep adding stuff to my deductible even though it came out of nowhere because I never had one. If you dog is old do not get this insurance. They don’t reimburse you a lot.”

Helpful Report

Posted 1 year ago

Hi Sara, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to 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. We hope you have a good day. - AS

Posted 1 year ago

“Pets Best takes over 45 days to process a claim. After our first claim we were told that future claims would not take as long, not true. Our 2nd claim took about 60 days. We always receive and email that says "due to extremly high volumn" - stupid. We are certainly looking for a new company.”

Helpful Report

Posted 1 year ago

Hi Rachelle, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best Health Insurance is a complete scam. IF they even acknowledge your claim in a timely manner, by the time you get past the deductible and co-pay, they reimburse you a very small fraction of what you spent...even though the premium is costly. I would absolutely not recommend this service for anyone.”

Helpful Report

Posted 1 year ago

Hi Paul, thank you for your time and feedback. Please keep in mind, that all Accident and Illness policies have a Policyholder chosen per pet copay and deductible that must be met before reimbursing on eligible claims. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Terrible - they sent me an e-mail in mid Nov claiming the check should arrive in 5- 7 days - its now over a month since that e-mail and over two weeks before that when the claim was filed - no reimbursement check - would stay away from this insurer”

Helpful Report

Posted 1 year ago

Hi Bruce, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits 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. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 1 year ago

“You guys are idiots! For Six years I have bought my dogs flea,tick, and heartworm meds from Australia from Pet Shed. I have sent you the exact same receipt! This year after six years you refused to pay the claim because it was a computer generated receipt. It has been the same receipt for the past six years! I make sure the vet sends you all my vet records,yet you still deny claims. If you do pay claims it takes you 40-60 days! I should be able to delay premium payments for 40-60 days if you can do that. Typical corporate America LOSERS! When these 2 dogs die I will never use you again. Run from Pets Best everyone!!!!”

Helpful Report

Posted 1 year ago

Hi Lois, thanks for your time and feedback. We regret to learn you've had a negative claim experience. We understand your concern about faster claim processing. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. Additionally, we are happy to review your claims with you and go into specific detail on how to submit a complete claim for a smoother experience. 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“I signed up for Pets Best from recommendations from a French bulldog website. I'm extremely disappointed as my claim was denied due to a pre existing condition of which it is not. There is nothing in my pet's record. Indicating this existed before my taking out the policy. I'll be fighting it to the extreme. This was the whole reason that I got insurance for my bulldogs. Knowing they can have health issues and then ending up with one that did have health issues and then not being compensated like we should be and paying the premiums we do.”

Helpful Report

Posted 1 year ago

Hi Becky, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, 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. Our 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. If you’d like to discuss this option, we'd be happy to assist. You may 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. We hope you have a good day. - AS

Posted 1 year ago

“You get contradictory AI emails that also contradict the info you get from a customer service operator before they say nothing is covered and then when you cancel they still take your next payment out of your checking account. This is not a company, it is a con. Don't waste your money, put it in a savings account instead.”

Helpful Report

Posted 1 year ago

Hi Penny, thank you 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. If you’d like, we’d be happy to go over your concerns 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“They used to be excellent now everything is a pre existing condition. Just BS”

Helpful Report

Posted 1 year ago

Hi Linda, thanks for your time and feedback. We regret to hear you're unhappy with your policy. Unfortunately, in order to provide affordable coverage for our pet parents, 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. Our 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. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to 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. We hope you have a good day. - AS

Posted 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
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

Pets Best Insurance Reviews