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

“Alot going unpaid. Might not be worth monthly payment.”

Posted 3 years ago

Hi Luann, 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 will be in the ineligible column, and the Explanation section will 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. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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 claims and coverage 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Marked vet visit as wellness when it was illness so they didnt have to pay as much.”

Helpful Report

Posted 3 years ago

Hi Sarah, thank you for your time and feedback. We would 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 using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. 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 coverage for different services is very minimal.”

Helpful Report

Posted 3 years ago

Hi Irina, 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. 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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 claims and coverage 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Our dobermans insurance goes up every year. Started around $60/year and is over $150. There have been discrepancies in what they will cover. Legs, spine and front legs are not covered for care due to something the vet wrote in their notes when he was a puppy. Now anything that comes up is classified as "not covered due to pre-existing condition". Thankful to have coverage on our dog but we will be switching companies at some point.”

Helpful Report

Posted 3 years ago

Hi K, thanks for your time and feedback. We’re sad to hear you will be switching your Doberman’s pet insurance company at some point. Premium increases happen at your renewal. That’s when we consider that your pet is 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 increases, 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 your options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. 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. You can find this information by logging into your account on our website under Documents and Forms. We’d be happy to go over your claims and options for reducing 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Disappointed that on my first claim an ear infection is considered an allergy and pre-existing condition. I have the best wellness coverage.”

Helpful Report

Posted 3 years ago

Hi Karen, thank you for reaching out. 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. You can find this information by logging into your account on our website under Documents and Forms. 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 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your policy 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Did not cover as much as i thought.”

Helpful Report

Posted 3 years ago

Hi Marilyn, 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 will be in the ineligible column, and the Explanation section will 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. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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 claims and coverage 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“They recently changed their referral program from a $25 gift card to a $25 charitable donation. I'm not really here to refer this insurance so they can have a tax write off. 😑😑”

Helpful Report

Posted 3 years ago

Hi Melissa, thanks for reaching out to us. Pets Best is changing our referral incentive from a $25 gift card to a $25 charitable donation. You will now be able to choose an organization to donate to when sending a referral to your friend. If your friend submits an application for pet insurance through your referral link, $25 will be donated to charity on your behalf. We moved to a donation based model to align with the shared values of customers wanting to support pet related charities. We are excited about the impact these donations will provide our communities. We appreciate your time and feedback and hope you have a great rest of your day. – PF

Posted 3 years ago

“Doesn’t cover as much as I thought it would”

Helpful Report

Posted 3 years ago

Hi Brittany, 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, if your pet is a puppy and requires multiple puppy visits for booster vaccinations, you may use up all the wellness exam and general vaccination benefits in one or two office visits 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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 claims and coverage 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

“I appreciate how easy it is to file a claim and the quick response. I am extremely disappointed in the amount of coverage for my dog's heartworm prescription.”

Helpful Report

Posted 3 years ago

Hi Lisa, thanks for your time and feedback. We’re happy that you find it easy to file a claim and feel we provide a quick response in processing your claims. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can change or remove the 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 claims and coverage 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

“I feel like I pay a lot of money for them to not cover a whole lot.”

Helpful Report

Posted 3 years ago

Hi Nicolas, thanks for your time and feedback. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not Wellness as the pet was treated for a condition during the Exam. 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. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can change or remove the 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 claims and coverage 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

“First time bought insurance after reading tons of reviews and comparing other plans. Relatively more affordable policy. Hit or miss customer service. Had to call a few times to get answers to my questions. Claims took 40 days to complete and a few more days to get reimbursed. Had to submit my credit card statement in addition to receipt and medical record from vet. Also required 12 months medical record for initial claim. Too much especially if you have relatively healthy pet!!!! Very tedious. Mobile App doesn’t work well on apple phone. Decided to give it a shot a little longer after finally able to speak to a rep who treated us like valued customer. Hopefully process will get better by training staff to be more empathic and supportive. Need to hire more staff if they are receiving higher volume in order to lessen turn around time.”

Helpful Report

Posted 3 years ago

Hi Chonlada, thank you for your time and feedback. We’re disappointed to hear the customer service you received was hit or miss. We continually strive to deliver the best customer care experience and apologize if any of your experiences with us have fallen short of that. We are happy you were able to speak with an agent that treated you like the valued customer you are, as we understand there can be a lot involved when we require medical records to process your first claim. Rest assured, your claim processing time is a top priority for us, as 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. 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. In processing your first claim, we must establish your pet’s medical history, so we request all your pet’s medical records and veterinarian exam notes from all treating veterinarians for the 12 months prior to the policy start to present. Then we review them to see if there were any signs or symptoms of the condition prior to the policy start or during the policy waiting periods to determine if the condition is coverable or not. Afterward, we keep the medical records and veterinarian exam notes we received on file to be used in future claim processing. 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 3 years ago

“They were helpful. But their explanations need to more truthful then just making customers happy. My pet was never covered for a surgery she was born with because it was “pre existing”. When I told she was.”

Helpful Report

Posted 3 years ago

Hello Joselyn, thank you for 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. You can find this information by logging into your account on our website under Documents and Forms. 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, we do require that the Policyholder submit an Appeal Form with substantiating documentation to us. If you’d like us to send you an Appeal Form for your claim, 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

“Get response back quickly. Takes awhile for payment. Don’t feel that cover as much as they should.”

Helpful Report

Posted 3 years ago

Hi Georgianna, thanks for your time and feedback. We are happy to hear that you feel you get a response back quickly on your claims. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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 claims and coverage 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 pet bill was 348.00 I recieved 50.00 for my claim :-(”

Helpful Report

Posted 3 years ago

Hi Patrice, thanks for reaching out to us. 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. 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 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

“I felt they should cover an exam by the doctor for a heart problem so I was disappointed with the amount covered. I expected to pay the deductible but I feel the doctors diagnosis shouled be covered if not a wellness check up.”

Helpful Report

Posted 3 years ago

Hi Lauren, thanks for your time and feedback. When a Policyholder subscribes to an Accident and Illness policy, they get to choose between three different plans. Each plan is different in the cost of the premium and the number of supplemental benefits it provides. The plans are as follows: The Essential Plan includes the Take Home Prescriptions The Plus Plan includes Office Visits/Exam Fees and Take Home Prescriptions The Elite Plan includes all supplemental benefits which are Office Visits/Exam Fees, Take Home Prescriptions, and Rehabilitation/Acupuncture/Chiropractic Unfortunately, Policyholders can only add supplemental benefits 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 a 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. 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’d be happy to go over your coverage 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

“Took forever to get the claim approved despite us having never had prior claims for our dog. Not 100% sure I will renew with them.”

Helpful Report

Posted 3 years ago

Hi Christy, thank you for reaching out to us. We’re sad to hear you're not 100% sure you will renew your pet’s policy with us. Rest assured, your claim processing time is a top priority for us, as 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. Medical claims are processed within 40 days currently. 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 3 years ago

“Although Pets Best doesn’t take long to process a claim, what they cover stinks. I feel like I am giving money to ensure when our dogs get older and god forbid they have a serious illness they will be covered. I have a gut feeling they will find a way to not cover something big because of some small print I’m not aware of.”

Helpful Report

Posted 3 years ago

Hi Donna, thanks for your time and feedback. We are happy to hear that you feel we don’t take long to process a claim. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not Wellness as the pet was treated for a condition during the Exam. 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. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can change or remove the 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 claims processing and coverage 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

“I chose PB after doing extensive research and readin hundreds of reviews. Pay close to $600 a year for a plan, which isn’t a big deal as $50 per month to insure our beloved black lab. I’ve submitted four claims and they reimbursed one in full and one in partial. Two they denied. To be honest, I’m slightly disappointed because there seems to be a “gray area” between what is covered and what isn’t, and what applies toward the deductible and what is paid after the deductible is satisfied. It would almost be better if PB would send out EOBs once in a while just to let us know where we’re at with deductibles. Just a suggestion.”

Helpful Report

Posted 3 years ago

Hi Brian, thank you for your time and feedback. We’re glad you feel your premium isn’t a big deal to insure your beloved black lab. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not Wellness as the pet was treated for a condition during the Exam. 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. You can find where you’re at in meeting the deductible for the policy year on the website by logging in and clicking on “Benefits” under your pet’s name, then click the “Details” hyperlink next to your deductible on the right of the screen. 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 the pet in a policy year. 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 claims processing and coverage 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

“After waiting 2 weeks for claim processing, I called. I was informed, I had to wait 40 days for review. Still waiting, processing should be done, in a more timely manner.”

Helpful Report

Posted 3 years ago

Hi Sandra, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, as 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. Medical claims are processed within 40 days currently. 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 3 years ago

“Speed of processing is excellent. The recent determinations make me now question the value of the investment. I need to review my decision to maintain this policy.”

Helpful Report

Posted 3 years ago

Hi Krista, thanks for your time and feedback. We are happy to hear that you feel our speed of processing is excellent. 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. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the 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. Policyholders can remove wellness within 30-days after their renewal as long as they haven’t submitted any claims from their renewal date to the date they make the request. However, to remove wellness after renewal requires the Policyholder to contact our Customer Care Team during that 30-day time frame. We’d be happy to go over your claims processing and coverage 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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