Pets Best Insurance Reviews

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

4.3 Rating 28,939 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,939 reviews

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

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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Such poor claims management! Assuming a 6 year old dog has periodontal disease rather than actually contacting the veterinarian and reading the submitted claim; clearly stating accidental broken tooth. 3 days of being kept on hold for 25 minutes or more before giving up and finally filing a claim with the Insurance Commissioner. Sad thing is I probably can't change to a different company as my dog is 6! Beyond disappointing!!”

Helpful Report

Posted 4 years ago

Hi, Our periodontal coverage essentially works like this: From age 0 to age two, there is no teeth-cleaning requirement in order to have periodontal coverage. In other words, as long as periodontal disease is not pre-existing to the policy when your pet is age 0 to age two, your pet is not required to have a teeth cleaning to have periodontal coverage. For pets aged 3+, Pets Best will verify with your vet a teeth cleaning was done in the previous 13 months. As long as that teeth cleaning comes through with no signs or symptoms of periodontal disease, your pet will have coverage if this develops. This cleaning must be done under general anesthesia. Additionally, any pre-existing periodontal disease will not be eligible for coverage under our policy. Your pet must be free of all dental disease at time of sign up.

Posted 4 years ago

“Took forever on reimbursement of a simple visit. Then didn’t even reimburse me they just put it towards the annual deductible”

Helpful Report

Posted 4 years ago

Hi, wellness claims do not apply towards the deductible. The deductible is only met with injury and illness claims. Wellness is only reimbursed if you have included said coverage on your policy. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 4 years ago

“They don’t cover what you sign up for. Waste of money!”

Helpful Report

Posted 4 years ago

Hi, we only cover what you enrolled for. We recommend speaking with customer care to go over which benefits you signed up for and avoid confusion when filing future claims.

Posted 4 years ago

“When I reach out I don’t get an answer, just a resubmission of a claim that I am then told I duplicated even though it was a correction to a vet bill. All of my cat’s flea (and HEARTWORM) medication were submitted incorrectly despite me explaining that their medication covers both and in the past I’ve been credited for both under their policies. Also, because my cat now has allergies, your team is writing everything off as allergies and nothing is covered anymore. I’m furious and heartbroken. This cat deserves SO much better. Seriously? Gabapentin? Your team knows this is for anxiety right? The vet prescribed this for long car rides. NEVER mentioned in any records before, and I would totally understand if it wasn’t covered because it wasn’t an approved medication. Yet I was told it’s related to her pre-existing condition. What’s the point in me continuing her policy if everything is going to be written off as related to her allergies? Ear infections apparently aren’t covered anymore, even though those are curable. So, what, no curable infections are covered anymore? This seems pointless. Also I’m answering the delivery questions below in terms of turnaround time for these policies. I have had to make 2 payments on my card before ever getting an answer back from your team. I understand you’re busy but that’s ridiculous.”

Helpful Report

Posted 4 years ago

Hi, claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience. In regards to your claims, we recommend you contact customer care directly to go over your concerns and we can send claims for review if needed.

Posted 4 years ago

“We waited almost 2 months and now you tell me you’ve only paid $150. Out of our $650 pay bill. Highly dissatisfied and going to cancel our policy.”

Helpful Report

Posted 4 years ago

Hi, depending on what the claim was for and which policy you selected upon enrollment, will affect how the claim is processed. We recommend reviewing your coverage or contacting us directly by phone so we can go over your benefits and avoid confusion in the future.

Posted 4 years ago

“The frustration is the deductible and you can't claim this illness because it occurred within 6 months of getting the policy. Also no coverage for pre-exisiting conditions. What is the point of paying monthly and nothing can be claimed.”

Helpful Report

Posted 4 years ago

Hi, this is incorrect. We have one condition that has a 6 month waiting period and that is the ligament in the knee. The rest of the conditions would fall under the 3 day accident or 14 day illness waiting period. We recommend you contact customer care to go over the coverage in detail.

Posted 4 years ago

“Not happy at all was told by customer service that they could not get to my claim because this year they have lots of new clients with pets very busy !! Take your premium on time though but do not pay claims from clients they already have !! This is absolutely ridiculous”

Helpful Report

Posted 4 years ago

Hi Patricia, this is incorrect information. Your claim will be processed in the order in which it was received. Please allow 39-45 days for accurate review. We appreciate your patience.

Posted 4 years ago

“Very absent costumer service. Will be changing soon.”

Helpful Report

Posted 4 years ago

Hi Margaret, we are sorry to hear you are thinking of leaving Pets Best. We hope you find the company that is right for you.

Posted 4 years ago

“I've got my claims back three times already. It is not easy to get reimbursement. They always find something wrong with each claim submitted mote than once and returned to me multiple times to resend claims. It is very frustrating!”

Helpful Report

Posted 4 years ago

Hi Kelly, we process claims based on the itemized invoice we receive and medical records from your vet. We will notify you if information is missing so we can continue processing your claim.

Posted 4 years ago

“There is NO customer service either on chat or on the 800 number. Claim service is in excess of 35 days for reimbursement however they do collect the insurance premiums promptly. Horrible horrible horrible”

Helpful Report

Posted 4 years ago

Hi, we do have a large team of customer care representatives that answer calls in the order in which they are received. We appreciate your patience while your claim is processed. Please allow 39-45 days and we will contact you when the claim is done processing via email

Posted 4 years ago

“The lack of communication and movement on claims submitted is poor. The lack of monetary coverage on WellCare is also substandard according to veterinary practices and current rates.”

Helpful Report

Posted 4 years ago

Hi Jason, Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 4 years ago

“Nothing is really covered.”

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Posted 4 years ago

Hi, we actually have one of the most comprehensive plans in the industry. We recommend reviewing your coverage with a representative to gain a better understanding of the specific plan you enrolled in. Have a good day!

Posted 4 years ago

“I paid for the program 2 months ago and have had 2 visits to the vet that I submitted receipts for reimbursement from Pets Best and I still haven't received them. They keep saying they are behind and sorry. But waiting more than 2 months for payment and still not getting it is ridiculous. They sure are quick to collect my premium.”

Helpful Report

Posted 4 years ago

Hi, claims are processed within 39-45 days. We received your claim 8/11/21 and its currently processing. We will contact you if additional information is requested.

Posted 4 years ago

“The processing time for claims are really long. By the time they send the explanation of benefits, I would have forgotten the claim was. The money I paid for the insurance was not worth it as half of the things for which I took my dog to the vet were not covered. I did not find a cancellation button on the app and Didn't realize that it got renewed as I was planning to cancel it. I have reminder this time to remind Me to cancel the policy. Hopefully I will be able to that”

Helpful Report

Posted 4 years ago

Hi, we understand your concern and we are working on quicker claim processing time. We are sorry to see you go and wish you the best.

Posted 4 years ago

“Claim reimbursement is ALWAYS extremely slow…..it has been this way for years. Also, don’t try to make sense of it but just know your $1,000 deductible is really $1,200 because they apply a coinsurance to even your money so in essence you pay 120% if your deductible before they pay $1. I have been a claims professional for over 20 years and this is the worst case of fuzzy/funny math I have ever seen. Shop elsewhere. Try Truepanion.”

Helpful Report

Posted 4 years ago

Hi, you are correct. We do not offer 100% reimbursement, therefore, the leftover balance will be your copay. Additionally, you choose the coverage for your pet, we do not have a standard $1000 deductible. In fact, most people choose a $200 annual deductible with 90% coverage which would leave you with a 10% copay. We hope you find the company that is right for you.

Posted 4 years ago

“I've been paying for this insurance for years now and still barley covers anything that I need to take my pets in for. Waste of money. I will be canceling finally”

Helpful Report

Posted 4 years ago

Hi Kacey, the policy will cover based on the coverage you selected. If you would like a more comprehensive plan, give us a call!

Posted 4 years ago

“The first person I talked to on the phone told me emailing my quote would be the quickest but the next person said uploading through the app is much faster so I went a week without even a confirmation email. It took over a month to get the my quote reviewed and sent over, not to mention another week to receive a check. My dog had to go in for an emergency vet visit and ended up having to be given special food (not covered), an anti-diarrhea medicine (not covered), and they also did not cover the fecal disposal fee at the vet. All of these had to do with what she was being treated for. Bill ended up being $400 ($200 deductible) and they covered less than $100. What an absolute waste. Extremely disappointed and will be canceling my insurance.”

Helpful Report

Posted 4 years ago

Hi, the quickest way to file a claim will always be through the phone app. However, claim processing is the same for everyone and these claims are processed in the order in which they are received. Please allow 39-45 days for claims to process. We are sorry to hear we are not the company for you and wish you the best.

Posted 4 years ago

“They take double the time they tell you to pay the claim and then when they do pay the claim they deny a good chunk of the dental part of the claim because my cat hasn’t had a dental under anesthesia in over a year. Guess what there was a pandemic and the vets office was closed and they weren’t doing any surgical procedures for over a year. I booked the earliest appointment I could which was about 18 months out. Thanks for your lack of awareness.”

Helpful Report

Posted 4 years ago

Hi, you are correct. Our periodontal coverage essentially works like this: From age 0 to age two, there is no teeth-cleaning requirement in order to have periodontal coverage. In other words, as long as periodontal disease is not pre-existing to the policy when your pet is age 0 to age two, your pet is not required to have a teeth cleaning to have periodontal coverage. For pets aged 3+, Pets Best will verify with your vet a teeth cleaning was done in the previous 13 months. As long as that teeth cleaning comes through with no signs or symptoms of periodontal disease, your pet will have coverage if this develops. This cleaning must be done under general anesthesia. Additionally, any pre-existing periodontal disease will not be eligible for coverage under our policy. Your pet must be free of all dental disease at time of sign up. This is a policy clause which is part of the contract you enrolled in and its enforced.

Posted 4 years ago

“I submitted. $1500 worth of vet bills after my dog’s death and didn’t receive a penny. This company has no right to be called “Pets Best”. In my opinion they are a sleazy outfit who will collect premiums for nine years and when a claim is submitted after your best friend has died, it is denied. I had to wait 3 months for them to get back to me.”

Helpful Report

Posted 4 years ago

Hi Art, we are sorry for the loss of your pet. Your claims were not denied. They were closed due to lack of information. We advised several times we need medical records from your pet's clinic and these were not received. We cannot process the claim with only the medical records from the date of service. You are welcome to send in all the medical records to medicalrecords@petsbest.com for us to reopen the claims.

Posted 4 years ago

“Horrible experience. Long claims processing times and they don’t care. Only makes excuses. This is not worth joking this company. I would highly advise looking at Trupanion and others.”

Helpful Report

Posted 4 years ago

Hi Breta, claim processing time on average can take 39-45 days and these claims are processed in the order in which they are received. We are sorry to hear we are not the company for you and wish you the best in your research for a new policy.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,939 reviews