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

“Shocked at how much they do not cover,disappointed! Not sure if I will continue using their coverage”

Posted 3 years ago

Hi Stephanie, 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. You can find the wellness schedule under Documents and Forms in your account on our website. 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. Policyholders can change or remove their 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 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 pay extra for the wellness package and i don’t recommend it. They don’t pay out for a full rabies vaccine, heartworm test, will only pay $30 towards all total vaccines (so out of dhpp, Lepo, bordatella) only $30/$102 spent was covered.”

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Posted 3 years ago

Hi Katie, 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. You can find the wellness schedule under Documents and Forms in your account on our website. 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. We apologize for any confusion this may have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“I am satisfied for the most part with Petsbest. HOWEVER.. I have been with you for almost 13 years and when I signed up I had the option to change annual coverage. Now only the new people can have unlimited coverage which is a terrible slap in the face to us long time clients. I think it horrible that I pay over two hundred dollars a month and can not have the same courtesy as a new sign up.”

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Posted 3 years ago

Hi Deb, 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 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

“Service is slow. Over 45 days to get a claim refund.”

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Posted 3 years ago

Hi Michael, 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 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 thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Very good on automated response(s) and initial processing, and then good again if YOU do what needs to be done. Takes much to long to confirm legitimacy, and then needs MORE confirmation to physically process a claim. It looks like they either try to make you forget the claim (hoops/old insurance tricks) or the system is flawed. You make the decision. Good if you are diligent, bad if you are”

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Posted 3 years ago

Hi Jason, thanks for your time and feedback. We are happy that you find our automated responses and initial processing to be very good. 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 40 days and wellness claims within 20 days. 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. 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. 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

“Not everything is covered like the policy says. $150 vet bill and I get a $30 check…I won’t be renewing.”

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Posted 3 years ago

Hello Leanne, thank you for reaching out to us. When there’s both medical treatment and wellness for your pet on an invoice, we split the invoice into two claims and process one claim for the medical condition line items and the other claim for the wellness line items. 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 40 days and wellness claims within 20 days currently. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet 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. You can find the wellness schedule under Documents and Forms 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

“Great coverage but very very long processing times. Almost 2 months for my claims to be cleared.”

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Posted 3 years ago

Hi Jon-Erik, thanks for reaching out to us. We are happy to hear you like the coverage we offer. 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 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

“I pay so much money for pet insurance. $1,400+ yr And to submit a claim and receive $10 back is a joke.”

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Posted 3 years ago

Hello Maxine, thank you for reaching out 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. 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 the wellness schedule under Documents and Forms in your account on our website. 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. Policyholders can change or remove their 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 the Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your coverage and options 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 CSRs are nice, but the reimbursement payouts are unacceptable and too long as compared to their competitors. I hope this process improves.”

Helpful Report

Posted 3 years ago

Hi Anthony, thank you for reaching out to us. We’re glad you have found our Customer Care Agents to be nice as we aspire to always deliver the best care in customer service. 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 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. 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 the wellness schedule under Documents and Forms in your account on our website. 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. We apologize for any inconvenience or confusion this may have caused. We hope you have a great rest of your day. - PF

Posted 3 years ago

“The turn-around time for my claim decisions has improved to an acceptable degree, now; nonetheless, needs to get much faster, though!”

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Posted 3 years ago

Hi Bhuvanesh, 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 40 days and wellness claims within 20 days currently. 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 hope you have a great rest of your day. – PF

Posted 3 years ago

“Probably not a huge savings for pets healthcare. Best Pet is beginning to nickel and dime some of my claims and making me beginning to wonder if this insurance was a wise decision.”

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Posted 3 years ago

Hello Robert, 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 the wellness schedule under Documents and Forms in your account on our website. 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. Policyholders can change or remove their wellness endorsement within 30 days prior to their renewal for the effective date of their renewal buy logging into their account on our website and clicking on the Benefits Button underneath their pet’s picture, or by contacting Customer Care. 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

“Takes forever to get your claim processed and when you call them takes forever to talk to a representative.”

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Posted 3 years ago

Hi Mary, 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 35 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 always stive to answer your call quickly, as we know your time is important. We are continually working on being readily assessable to our Policyholders when they call us. 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

“I submitted receipts for Trio: a necessary flea/tick preventive at $89.66 x 3 =$268.98 I received reimbursement for $119.66 less than 50% of the amount paid ; Why?”

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Posted 3 years ago

Hi Mark, thanks for reaching out to us. We called you and left you a voice message regarding your claim processing. 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 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 talking 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

“Very long time to process claims.”

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Posted 3 years ago

Hi Kerri, 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 35 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

“I don’t understand how I didn’t get the 100% reimbursement for a wellness visit when that’s all the appointment was for.”

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Posted 3 years ago

Hi Rebecca, thanks 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. 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 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 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 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

“To late to respond.”

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Posted 3 years ago

Hi Eric, thanks for reaching out to us. We would be happy to go over your concerns 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 MDT and Saturday from 6:00am to 2:00pm MDT. We look forward to hearing from you if we can be of assistance and hope you have a great day rest of your day. – PF

Posted 3 years ago

“It takes a long time for claims to be completed. I never received an answer on how long it typically takes a claim to be completed.”

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Posted 3 years ago

Hi Kirsten, 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 35 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

“Very long wait times for claims to be processed and refunded but the staff is usually very friendly when you call for help. Can’t find a vet that allows you to only pay copay and then be paid by the insurance. I’m satisfied enough that I won’t leave but wish things would speed up and they’d fight less about things.”

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Posted 3 years ago

Hi Taylor, thanks for your time and feedback. We’re glad you find our staff to be very friendly when you call 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 35 days. 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

“My dog had a procedure done and received wellness care at the same time on March 2. I submitted his claim right away and we still haven't heard anything about our reimbursement nearly 3 weeks later. I don't know what typical is for this company but they advertise a quick reimbursement timeline and that has not been the case for us. I am certain they are understaffed and will get to ours soon, but just be aware. The rates were the best we've seen”

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Posted 3 years ago

Hi Amy, 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 35 days and wellness claims within 20 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

“New customer, only had one wellness claim so far. Took 3 weeks to get it processed. Will need more claims to get a better idea how satisfied I will be.”

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Posted 3 years ago

Hi Linda, 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 35 days and wellness claims within 20 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

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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