Pets Best Insurance Reviews

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

4.3 Rating 27,712 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 27,712 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Need to process claims faster. Additionally, too often say something is a pre-existing condition.”

Helpful Report

Posted 1 year ago

Hi Suzanne, 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

“The delay in processing is pretty disappointing”

Helpful Report

Posted 1 year ago

Hi April, 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

“Customer Service is very easy to reach. The app doesn’t actually work, however the claims process on the website is easy and straightforward. My biggest issue is that reimbursement takes FOREVER- they say it can take up to 42 days and I’m convinced they use the entire time just to hold onto the money as long as they can. My pet has chronic issues, and her routine meds for those used to be reimbursed rather quickly, but no longer. Makes it difficult to manage credit card bills.”

Helpful Report

Posted 1 year ago

Hi Stephanie, 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

“We pay 116$a month for coverage and they've paid hardly anything out towards our dogs care. 150$ out of a vet bill that was $1080 for a spay and gastroplexy to prevent stomach turning in our Great Dane. Very disappointing.”

Helpful Report

Posted 1 year ago

Hi Sean, thanks for sharing your thoughts as they are important to us. We understand your concerns about preventative coverage. Our BestWellness endorsement is the only endorsement where we offer reimbursement for a pet’s spay or neuter. The BestWellness plan covers up to $150 of the total cost of the surgery. If you subscribe to EssentialWellness or do not subscribe to a wellness endorsement at all, there would be no coverage for a spay or neuter, as preventative care is a direct exclusion of our Accident and Illness policy. Unfortunately, Gastropexy for the prevention of stomach torsion is not covered by any of our policies, as it’s an elective and preventative procedure, which is excluded. You can find your Policy Information and exclusions under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claim and coverage 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. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. 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 have already had to request some refunds and some of them took too long to receive a response, in addition to the refunded amounts being much lower than expected. I don't know if it's a good plan, I'm evaluating other options now.”

Helpful Report

Posted 1 year ago

Hi Bruno, 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

“I have had PB for a few years and have been pleased however recently it is taking much longer to process & get a decision.”

Helpful Report

Posted 1 year ago

Hi Rosemary, 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

“Coverage is just ok on Wellness. Delay in payment is terrible”

Helpful Report

Posted 1 year ago

Hi Linda, 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

“Slow to process claim, and I had to pay a large deductable but I'm still glad I have some type of insurance in case of an emergency”

Helpful Report

Posted 1 year ago

Hi Brian, 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

“Good to have. But really doesn’t cover much, so you can incur considerable expenses for pet care and not receive much back. For example recently had a bill for about $350 and got only $70 back. They have such limitations on coverages. Actually looking for more competitive options.”

Helpful Report

Posted 1 year ago

Hi Walter, thanks for your time and feedback. We understand your concerns about coverage. 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

“It seems to take quite awhile to be reimbursed for services doesn’t seem to cover according to what’s advertised”

Helpful Report

Posted 1 year ago

Hi Wladyslaw, 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

“I’m glad I have the pet insurance and I’ve had it for several years but what bothers me is their calculation method for reimbursements. When you have a $500 deductible and then it’s supposed to pay 90% after that, in fact, it ends up being a $550 deductible because of how they do their calculations. I argued the point with them in the beginning but it’s pointless. Frustrating.”

Helpful Report

Posted 1 year ago

Hi Marla, thanks for sharing your thoughts as they are important to us. We understand your concerns about the reimbursement calculation. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Coinsurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, that on an eligible Accident and Illness claim, we apply the Coinsurance percentage first to 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’s because the Policyholder is responsible for the Coinsurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. 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

“Takes forever to process and just got another rate increase and they’re based on all patients not just how much I used my policy will be canceling after this month”

Helpful Report

Posted 1 year ago

Hi Amy, 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

“I have 2 dogs Roka and Ed, a bonded rescued pair Brought to the Vet at the at the same time. Put separate claims in, as per the claim instructions. Received 1/3 of the Roka claim. And still have not received a response for Ed’s claim.”

Helpful Report

Posted 1 year ago

Hi Richard, thanks for your time and feedback. We understand your concerns about processing times and coverage. Pets Best is continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim 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

“It's decent pet insurance. For the price I pay for insurance and the wellness plan there should be more value specifically in the wellness plan. Dog flu and lime disease shots are not covered and should be. Leftover money from other portions of the wellness plan should be able to fill in for those. Or cover the whole amount of the shot or vaccine instead of 60-70% of it. The reimbursements are usually delayed and take a long time. It was good I strange when I first joined and at that price point but increases in price has dwindled the value that was one there. I have been looking for better pet insurance recently that offers more value and quicker reimbursements/customer service.”

Helpful Report

Posted 1 year ago

Hi Matt, 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 co-pay. 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 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

“Too many things are not covered, if I get 2 vaccines only one is covered.”

Helpful Report

Posted 1 year ago

Hi Jon, 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 co-pay. 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

“Claims turnaround has gotten very slow.”

Helpful Report

Posted 1 year ago

Hi Elizabeth, 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

“The insurance is expensive for full coverage and I do not feel like I have gotten my moneys worth. Easy to file claims however, the claims take entirely too long to be processed.”

Helpful Report

Posted 1 year ago

Hi Lisa, 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

“Basically their insurance plan was attractive when we were shopping for one and has been reasonable as far as coverage. However, their claims payment process continues to be lacking as far as being timely and their rates have gone up. So, it looks like we'll be shopping around when the policy renewal comes up again.”

Helpful Report

Posted 1 year ago

Hi Joe, 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

“I don't think the declarations page adequately explains how reimbursement works. I thought I had 80% coverage. Obviously, I don't. My recent claim was reimbursed at 35% with all kind of reasons why. It scares me to death what a large claim's reimbursement would be. Better explanations of coverage are absolutely necessary.”

Helpful Report

Posted 1 year ago

Hi Cheryl, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage. 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 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

“While mostly reliable and fairly quick to receive reimbursement, I've had all 3 of my submittals for Librela, a monthly injection to help my senior dog with osteoarthritis, rejected as it was called 'routine' care. Once again I will have to call the 800 number to correct it. This is frustrating and should not be excused.”

Helpful Report

Posted 1 year ago

Hi C, thanks for your time and feedback. We understand your concerns about accuracy and coverage. 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction, and we look forward to hearing from you if we can be of further assistance. We hope you have a great rest of your day. - AS

Posted 1 year ago

Pets Best Insurance is rated 4.3 based on 27,712 reviews