Pets Best Insurance Reviews

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

4.3 Rating 28,027 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,027 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

About Pets Best Insurance:

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

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

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

“This is the worst company I have ever given my money to. Pets best could care less about their customers and will disapprove your claims for no reason. If you ever try to email or call them FORGET ABOUT IT, they do not answer. When I call I am on hold for 45minutes minimum before (or IF) anyone answers and no one has time for that. Most all emails get ignored. And the 60 claim appeals take longer than 60 days because they are lazy and don't want to help you. I strongly despise pets best and will encourage everyone I talk to to not use this company.”

Helpful Report

Posted 4 years ago

“I submitted a claim for my dogs combo flea/tick/heartworm preventative. I still have $30 of reimbursement for the heartworm preventative benefit, but instead i was reimbursed only for the remaining ~$5 for flea/tick. I'm very upset that I'm not getting the reimbursement that I should.”

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Posted 4 years ago

“Everything is a preexisting condition and doesn't cover prescription meds. Waste of money.”

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Posted 4 years ago

“Not happy at all with the experience too much $$$$ per month & covers nothing I bought it because said is top notch and even customer service comply with my requests not happy!!”

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Posted 4 years ago

Hi, please provide your email on file or policy number. We cant find you in our system with just your first and last name. Thank you.

Posted 4 years ago

“I have been trying to reach their customer service department and it is hard to speak to anyone. I am not happy with paying for a service and when you have questions, there is no one to speak with at any time.”

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Posted 4 years ago

Hi Gail, we understand your concern. You can email us instead at customercare@petsbest.com

Posted 4 years ago

“New policy owner (as of 3/21) getting very frustrated with the time it takes to get any type of answers about filed claims. Chat ends up forcing me to email, emails take forever, then I a generic computer generated reply. I paid a full year for two pets over $1,000.00 and wish now I hadn't paid in advance. I hope as time goes on this gets better since this company was recommended to be by people in the Vet Med industry. SO FAR you are failing the rave reviews that brought me to your company and changing from my previous pet ins.co.”

Helpful Report

Posted 4 years ago

Hi Vickie, we understand your concern. On average, claims can take 25-39 days to process. If we need medical records, it could delay the claims. You are welcome to submit all medical records from your vet to medicalrecords@petsbest.com.

Posted 4 years ago

“When I first began with PB they were great. They answered the phone in a timely fashion, they paid their claims in a timely fashion, they didn't have excuses to hold back payment. I have 4 of my dogs with PB.. every time I turn around a claim is delayed waiting on further vet info but when asked what's the problem, they haven't even contacted my vet at all..I have a claim presently hold up because, apparently they (PetsBest) have been inundated with claims! Why is that my fault. I'm inundated with bills yet still pay my pet insurance! I know Covid is a real thing but it's time to stop using it as an excuse to do subpar business. Hire more people, answer your phones & pay your claims!!!”

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Posted 4 years ago

Hi Julie, we understand your concern. We are working on quicker claim turnaround time. Hold time will be longer earlier in the week like any other major company. We appreciate your patience.

Posted 4 years ago

“Pets Best Heath insurance is a complete joke. We have paid out sooo much money to have coverage on our dog and when we finally had a need to use it they only reimbursed 38 dollars from an over $700 dollar bill and it took over a month to do that. I’m completely disappointed at Pets Best coverage. Will not be recommending Pets Best to anyone.”

Helpful Report

Posted 4 years ago

Hi Robert, we did not receive a $700 bill. We received a $397.66 bill. We paid out the 90% after your selected deductible of $250 for the year based on the policy coverage you selected. If you are missing an invoice, please submit it for review.

Posted 4 years ago

“Total ripoff”

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Posted 4 years ago

“My first two claims were denied because Pets best said that "allergic reaction" was pre existing condition of my dog. However, I disagree that, the allergic reaction can be caused by many different factors. If you say that allergic reaction is all considered pre existing condition, I don't think the insurance is worth to have because those allergic reaction may come and go depends on the many difference factors. I am very dissatisfied with the decision. The insurance always avoid way not to reimburse the cost”

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Posted 4 years ago

Hi David, if you disagree, you are welcome to file an appeal with supporting documents. Let us know if you would like to initiate the appeal process.

Posted 4 years ago

“My aim took too long to be processed. I have certainly dealt with better insurance companies. They kept asking for redundant information.”

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Posted 4 years ago

“It has been very disappointing with Pets Best for the past year.. They have terrible explanations and really don’t take the time to go into detail. My dog was suddenly sick, and we had the most covered plan for him. Pets Best has only paid out $168 of the $2,000 plus so far either because of reasons not highlighted in the plan when we first got it, or because we didn’t hit the deductible (even though our calculations show we did), or because the invoice wasn’t to their standards and we had to resubmit and wait another 3 weeks for it to process (still pending). If I knew this was going to be such a hassle to have my pet be covered and at least get some financial coverage, I would have gone somewhere else”

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Posted 4 years ago

“I'm not impressed. They owe me money from flea/tick and heart guard medication. I have called twice and chatted with a person. They all agree that I should be receiving my money back, yet I have not.”

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Posted 4 years ago

“Be prepared to argue a lot!”

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Posted 4 years ago

“I feel disappointed and feel that I was feed false promises by PetsBest. I have only been approved a few hundred dollars in claims, and I'm paying the premium insurance program.”

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Posted 4 years ago

“WORST PET INSURANCE EVER! They will claim everything is a "pre-existing condition". Don't waste your time/money with these idiots.”

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Posted 4 years ago

“Denied legitimate claims with fake excuses. My puppy was 7 weeks old when subscription begin, they have the audacity to claim pre existing conditions. Paying the maximum for full coverage. DO NOT give petsBest opportunity to steal from you. I canceled this bogus insurance by email, impossible to reach them by phone.”

Helpful Report

Posted 4 years ago

Hi Rita, we understand your concern. We are an insurance company accredited by your states department of insurance and the BBB. We cannot deny a claim for pre-existing without existential proof of this decision. Your veterinarian provided their medical records indicating your pet was seen for this issue just 3 days after enrollment. Your policy is not in effect for 14 days and therefore, deeming this pre-existing to any insurance company. Your policy is for future issues that originate once the policy is in effect. If you are unhappy you are welcome to cancel your policy without penalties. Have a good day.

Posted 4 years ago

“I would choose another company, as it takes 2 hours on hold to speak with a customer service representative and has taken over a month to process my very simple claim, & I have still not been reimbursed. I wish I would have gone with Nationwide or any other company that takes their customers more seriously.”

Helpful Report

Posted 4 years ago

Hi Chad, we understand your concern. Most companies are experiencing long hold times during this time. We are working on reducing the time it takes to speak to a representative. We appreciate your feedback. Keep in mind, you are not locked into a contract. We hope that all our members are happy with our company but if they are not, we have the option to cancel the policy with no penalties. Have a good day!

Posted 4 years ago

“They are virtually impossible to reach. I called 4 times and was on hold each time. The last time I was on hold for an hour and twenty minutes before I spoke with someone. I wanted status of two claims I submitted but the person basically told me to access the app to get that info. On one claim they reached out to the vet for additional info but on the other claim which was at the emergency vet they stated that the diagnosis was undetermined and that I would have to get additional info and resubmit. They are expensive and not worth the time or money. I cancelled my policy today. Do yourself a favor and DO NOT purchase this insurance.”

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Posted 4 years ago

HI Shawn, we are sorry to hear you had a negative experience. We are currently experiencing high call volume. We do advise to refer to the portal to avoid long hold time. You dont need to call in to get status of your claim and hold for so long, we will contact you if any information is needed and when the claim is done processing.

Posted 4 years ago

“It takes almost a month to get a claim processed. I have a few other claims I don’t even want to submit I’d rather go to another company!”

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Posted 4 years ago

Hi, we understand your concern. We are working on quicker claim processing time and currently medical claims can take 25-39 days to process. However, please dont let this discourage you from filing your claims and seeking reimbursement. We appreciate your patience.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,027 reviews