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

“Prices go up and hardly anything is covered.”

Posted 3 years ago

Hi Maria, thanks for your time and feedback. 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. 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, coverage, 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

“I am about to replace Pets Best. I have submitted 3 claims and was only reimbursed on a very, very small piece of one of it. Totally not worthy.”

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Posted 3 years ago

Hi Rogerio, 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. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing. 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. 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 the policy. If the condition is not coverable, then the diagnostics and treatments are not covered. We’d be happy to go over your claims 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

“Coverage amount”

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Posted 3 years ago

Hi Hector, thanks for your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder chosen 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. 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

“You are a bunch of scammers and ripoff artists. I am beyond disappointed, I am disgusted.”

Helpful Report

Posted 3 years ago

Hi Lori, 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 per pet co-pay and deductible that must be met before reimbursing. 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

“Need to cancel my policy. They don't answer phone ever. Chat automatic service awful. Specific question on how to cancel says fill out the form. Cant even provide the form nor it can be found on their site.”

Helpful Report

Posted 3 years ago

Hi Mariana, thanks for reaching out to us. We’re sad to hear you need to cancel your pet’s policy. Unfortunately, we no longer have a form to fill out, but require that Policyholders contact us either by phone or by chat to cancel their pet's policy. We apologize for any frustration you’ve experienced in contacting us. We recommend you make sure to check our hours noted below, as we assure you this is not a common issue Policyholders are experiencing currently. We’d be happy to go over your concerns with you further. 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

“have had 2 policies for years, filed claims for 2 senior pets 2 times for covered medical bills and just denials and no payments or calls, just an email that nothing was covered.......”

Helpful Report

Posted 3 years ago

Hi William, thank you 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. Each of our wellness options are an add-on endorsement that Policyholders can add to their Accident and Illness policy for an additional premium. 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 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

“honestly for what I pay, this doesnt cover anything at the amount I thought it would. Probably just bad research on my end but I really did feel like I got the end of the stick here.”

Helpful Report

Posted 3 years ago

Hi Hector, thanks for your time and feedback. Each of our wellness options are an add-on endorsement that Policyholders can add to their Accident and Illness policy for an additional premium. 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 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

“Feels like a scam. Had two pets insured for almost 18 months. One recently injured its leg and the surgery was denied coverage because an unrelated incident to the same leg occurred within 6 months of getting the policy. Be very aware! They will take your money and try and connect claims so you get zero reimbursement! Very shady.”

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Posted 3 years ago

Hello Danielle, 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. There is also a bilateral conditions clause on all our policies. This means if there were signs or symptoms of a condition on one leg prior to the policy start or during the waiting periods of the policy then neither leg would be covered by the policy for that condition as pets tend to compensate with their other leg. 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

“Unless you lovely dog has several real problems,the policy is worthless. Our bill was $330.00 of which the company paid $16.00. The difference went to deductible and copay. All this for $30.00+ per month. When the dog gets older the monthly charge will increase. Here is to good canine good health.”

Helpful Report

Posted 3 years ago

Hi Patrice, 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 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 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

“If you like waiting weeks for your claims to be constantly denied for something that could be easily fixed by the claims agent making a 2 minute call to the vet then pets best is definitely the agency for you”

Helpful Report

Posted 3 years ago

Hi Robert, thank you for reaching out to us. When you submit a claim to us we require an itemized invoice showing your name, your pet’s name, the services that were rendered or medication that was purchased, the cost of the services or medication, along with the total amount due, and proof of payment. We’d be happy to assist you with your claim submittal. 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 am unimpressed with customer service as a supervisor was supposed to call me and never did.”

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Posted 3 years ago

Hi Elizabeth, thanks for your time and feedback. An Account Manager called and left a voice message for you today. If you have any other questions or if we can be of further assistance please 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

“The benefits do NOT justify the costs. Foe example, my annual cost for the insurance benefit is $707.43 BUT the most I can be reimbursed is $535, therefore it is better to pay out of pocket or just get the lowest cost benefit in case of emergency surgery.”

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Posted 3 years ago

Hi Edward, thanks for your time and feedback. It was great speaking with you today. Keep in mind the premium you mention includes the premium for the Accident and illness policy as well, the Wellness Endorsement is only part of that premium amount. However, the amount you mentioned as being the most you can be reimbursed is only under the wellness endorsement and doesn’t include the Accident and Illness policy. All Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing up to the Policyholder chosen limit 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. You can find your Declaration Page and the wellness schedule under Documents and Forms in your account on our website. If you find you have further questions, please feel free to 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

“Too long to process claims and basically denied everything.”

Helpful Report

Posted 3 years ago

Hi Amanda, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and 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. 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. If you would like to dispute your claim determination, you can call us to obtain and Appeal Form for your claim and submit it with supporting documentation. If you choose to appeal, please allow 90 days for appeals processing. To have assistance with a pet’s routine care, the Policyholder must subscribe to one of our wellness add-on endorsements, as routine care is directly excluded by the Accident and Illness and Accident Only Policies. Policyholders can add a wellness endorsement within 30 days prior to their pet’s policy 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 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 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’m completely disappointed with Pets Best Pet Health Insurance. When I got the covered at first I was expecting a company that would take care of my Pet Veterinarian Bills so I wouldn’t have to worry about it. Instead, they make me pay the most so they can pay less. One of the times I had to pay on my own. My coverage is for accidents and illness, but make sure your pet gets only in one accident or else they won’t cover it anymore. Sounds like a joke but actually happens at Pets Best Pet Health Insurance. Do not get coverage from them!”

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Posted 3 years ago

Hi Gabriela, thanks for your time and feedback. We’re sad to hear you’re completely disappointed with 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. To have assistance with a pet’s routine care, the Policyholder must subscribe to one of our wellness add-on endorsements, as routine care is directly excluded by the Accident and Illness and Accident Only Policies. 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 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 signed up my 2 dogs and recently submitted my first claim. We are still trying to resolve this claim that was submitted over a month ago!!!! Customer service does not help you at all!!!! I would never recommend this company with all the other choices out there. I thought I did enough research to find the right company but it has just been a nightmare!!!! And claims take 40+ days, they say 30 but that's not the truth!!”

Helpful Report

Posted 3 years ago

Hi Karyn, thanks for your time and feedback. We called and left a voice message for you today. Rest assured, your claim processing time is a top priority for us, and 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. This time frame starts from the date we receive all the required documentation to process your claim, such as a complete legible itemized invoice showing your name, your pet’s name, service/medication name and price, and proof of payment to your veterinarian/pharmacy for the full amount of the services/medications on the invoice. We’d be happy to go over this information further 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

“If you are looking for a pet insurance company that doesn’t reply to your emails, places you on hold for a long period of time, and tells you that the surgery will be covered only to find out 40 days later they won’t pay you back a cent, then you found just the place. I am shocked at the lack of customer service and support I have received.”

Helpful Report

Posted 3 years ago

Hi Grace, thanks for your time and feedback. We apologize, it sounds like you’ve had a very frustrating experience. 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. If you would like to dispute your claim determination, you can submit an Appeal Form for your claim to us with supporting documentation. Please allow 90 days for appeals processing. We apologize for any inconvenience this may cause. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Choose to hold back payments to make interest on my money”

Helpful Report

Posted 3 years ago

Hi Kimberly, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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 appreciate your patience. – PF

Posted 3 years ago

“very dissatified. claim took way to long and was denied”

Helpful Report

Posted 3 years ago

Hi Judy, thank you for your time and feedback. We’re sad to hear you’re very dissatisfied with us. 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 the Wellness policy as the pet was treated for a condition during the Exam. 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. Make sure to keep an eye on your emails as we send you the Explanation of Benefits for each claim via email once your claims have completed processing. You can also view your claims under View Claims in your account on our website. 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

“The reason I chose Pets Best is because I was told that it would not take months to be reimbursed on a claim. That was a lie.”

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Posted 3 years ago

Hi Janet, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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 appreciate your patience. – PF

Posted 3 years ago

“I think it's really insane the turnaround time once you submit a claim. You guys have to do better there is way too much competition out there.”

Helpful Report

Posted 3 years ago

Hi Anthony, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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. We apologize for any inconvenience this has caused and appreciate your patience. – 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

Pets Best Insurance Reviews