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

“$30 back on a $160 bill. What am i paying $14 a week for? Canceling my service asap. I thought this service would be worth while but it turned out to be a total scam. Really lost faith in this company, use to atleast cover the costs of medication for my dog.”

Helpful Report

Posted 3 years ago

Hello Matthew, thank you for sharing your thought as they are important to us. We are sad to hear you’re intending to cancel your pet’s policy. 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 premium reasonable for our Policyholders, our wellness endorsements 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. We’d be happy to go over your claims processing 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any confusion this might have caused and hope you have a great rest of your day. - PF

Posted 3 years ago

“Words insurance ever. Waste of money”

Helpful Report

Posted 3 years ago

Hi Kacey, thanks for reaching out to us. We’d be happy to go over your concerns 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We hope you have a great rest of your day. - PF

Posted 3 years ago

“Claims reps do not provide detailed information regarding the status of a claim and also why it has been denied. Our pet has a new skin condition that Pets Best will not cover because they claim it is tied to another pre-existing condition that is not related to this. (How are ear polyps related to dermatitis?) We are also very disappointed in how long it takes to process a claim. I will not purchase Pets Best the next time we acquire a new pet. This insurance is rip-off.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for sharing your thoughts as they are important to us. We’d be happy to go over your claims processing 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience and hope you have a great rest of your day. - PF

Posted 3 years ago

“My dogs appointment was off by 1 day to be eligible for medical coverage. I would’ve thought if it was that close that maybe there would be some leniency and I’d be able to at least get the bill partially covered. I think I’ll be switching to a different insurance”

Helpful Report

Posted 3 years ago

Hi Anabel, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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 isn’t coverable, then the diagnostics and treatments are not covered for that condition. We would 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 at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Very very poor communication and they take SO long to reimburse. I /(we) am/are very disappointed!!! Stay away!!!”

Helpful Report

Posted 3 years ago

Hi Allison, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days and wellness claims within 15 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com 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 and hope you have a great rest of your day. – PF

Posted 3 years ago

“I paid $250 in vaccinations and got back $80. I'm extremely disappointed and will be looking for a new provider”

Helpful Report

Posted 3 years ago

Hello Latoya, thank you for reaching out 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 will pay for that line item for your pet in a policy year. You can find your wellness schedule by logging into www.petsbest.com. The wellness schedule is hyperlinked under the Documents and Forms section there. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“I placed my dogs in Petsbets however I can not say I have a good experience so far. It taste 45 days for a claim get to resolution. I took them UC Davis but 2 items were rejected claiming were supplement and they were X-rays. My Bonny had distended stomach due to GI issues. Spo they sent a check a week ago and still review these 2 X-rays. I am not happy at all that the claim person did not review the claim and rejected the X-rays that are included in the coverage. I will update this in case Petsbest reduce the claiming timing and train their personnel to understand claims. These were only 2 pages claims and I have 3 pets insurance before and never this long period waiting and receiving a not well coverage resolution”

Helpful Report

Posted 3 years ago

Hi Elizabeth, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Please call us at your earliest convenience so we can go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Trash service. $1k bill and they chose to cover less than $70 of it.”

Helpful Report

Posted 3 years ago

Hi Bradley, thanks for reaching out to us. We would be happy to go over your claim processing and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“There is very little clarity on why things will or won’t be covered and it takes months to process anything.”

Helpful Report

Posted 3 years ago

Hi Stephen, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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 isn’t coverable, then the diagnostics and treatments are not covered for that condition. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We would 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 at our website www.petsbest.com, click on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Claim time sucks and they are really strict . Insurance job is not pay out…they make it clear they don’t reimburse anything”

Helpful Report

Posted 3 years ago

Hi Reeva, thanks for your time and feedback. We would be happy to go over your claims and your coverage 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 and hope you have a great rest of your day. – PF

Posted 3 years ago

“They make it very hard to get a claim filed and even harder to get it approved. They tried to find any tiny mistake or loop hole Devi l Devi l deny a claim. Not worth the money.”

Helpful Report

Posted 3 years ago

Hi Melissa, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days and wellness claims within 15 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any frustration this has caused and thank you for your patience. – PF

Posted 3 years ago

“It's terrible. They take a long to process claims in comparison to other insurance companies. They didn't cover a multi-thousand dollar surgery of my dogs (that I was told she could die if it didn't get done), because they said it was "preventative." Although it was not. I even had a letter from my vet that stated it had to be done to avoid GDV but because it was done with her spade they wouldn't cover it. The wellness coverage is a joke- I got insurance because I thought it was going to help relieve some of the costs incurred by vet visits but it does not at all. My dog has a lot of gastro issues (hence the stomach surgery) and it was not hereditary it just happened, my dog has been covered since the day I got her and they rarely cover any of the emergency visits for the gastro and the meds and the special foods. Lastly, the app and website never work. I can never update claims, the app never loads. I really wanted to like Pets Best but its really not for my dog. If you want to pay $80 per month and your dog is never sick and they cover the bar minimum, do it. If not pay a little extra and use a different type of insurance!”

Helpful Report

Posted 3 years ago

Hi Caitlin, thank you for sharing your thoughts as they are important to us. We would be happy to review your 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 and hope you have a great rest of your day. – PF

Posted 3 years ago

“Terrible, stay clear away from these guys. Their policy states 5-7 days for payment, and I still have yet to be reimbursed approaching 2 months. Customer service is rude and not at all helpful. I’ll be cancelling as soon as I can get my 6 month old kitten setup with a legitimate pet insurance company. There are plenty of pet insurance providers out there.”

Helpful Report

Posted 3 years ago

Hi Stacey, thank you for sharing your thoughts as they are important to us. We are sad to hear that you intend to cancel your policy as soon as you can get your kitten set up with another insurer. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“To long to my money back in my account”

Helpful Report

Posted 3 years ago

Hi Roger, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment for a condition 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. These time frames start from the time we receive a legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. Make sure to keep an eye on your email as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“Will be canceling soon”

Helpful Report

Posted 3 years ago

Hi Juana, thank you for reaching out to us. We are sad to hear that you will be canceling your policy soon. We would be happy to review your 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 and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“Nothing wrong with the policy or price. But horrible wait time and delay for illness claim compared to other insurance company.”

Helpful Report

Posted 3 years ago

Hi Yanlin, thanks for your time and feedback. We are happy to hear that you are good with the policy and price. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“My dog is 13. I paid thousands of dollars premiums over the years. Never claimed a dime until this year. I submitted a claim for $1000 and got a whopping $2.75 paid out. This is a scam, stay away from this company.”

Helpful Report

Posted 3 years ago

Hi Ronald, thank you for reaching out to us. On an Explanation of Benefits for an accident or illness claim, if any of the processing went toward your deductible or co-pay, that means your claim was coverable. If a claim is denied or ineligible for coverage, the Explanation of Benefits will show the amounts in the ineligible column, and it will tell you why your claim was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible and co-pay (chosen by the Policyholder) that must be met before reimbursing. We would be happy to review your concerns further 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 hope this clears up any confusion and that you have a great rest of your day. – PF

Posted 3 years ago

“I was giving wrong amount for my refund after waiting weeks for my claim to be paid horrible experience for me.”

Helpful Report

Posted 3 years ago

Hi Stacey, thank you for reaching out to us. We would be happy to review your claim questions and 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 and hope you have a great rest of your day. – PF

Posted 3 years ago

“Very bad too much time for pay the claim”

Helpful Report

Posted 3 years ago

Hi Felipe, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“I would never recommend Pets Best....rates rise dramatically (mine went up 30% (!!) this year and I have placed very few claims over the years) and the company takes well in excess of a month to process a claim. I would suggest to one and all to go elsewhere for pet health insurance, I got my most recent adoptee health insurance with another company.”

Helpful Report

Posted 3 years ago

Hi Kathy, thank you for sharing your thoughts as they are important to us. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years 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