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

“Your processing time is ridiculously slow. When a pet parent has an ongoing issue with an animal it is a burden to wat over a mo th for reimbursement. I know that you think you are a premiere provider but I have had much better customer service and quicker returns on my claims from Healthy Paws and Nationwide.”

Helpful Report

Posted 1 year ago

Hi Laura, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. - AS

Posted 1 year ago

“It took almost a month for a response after my claim was submitted and a response was received only because I sent 2 emails.”

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Posted 1 year ago

Hi June, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Services covered are minimal. Reimbursement time is long”

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Posted 1 year ago

Hi Hector, thanks for sharing your thoughts as they are important to us. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process 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 would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“I have asked repeatedly for my Veterinary office to be added to the drop down menu to no avail. My claims were denied by Pets Best for lack of medical records received. My Veterinarian was NEVER contacted! I, myself, facilitated the medical records to be sent with several phone calls between the 2 parties. NOT MY JOB! That’s what I pay for here! I will be leaving Pets Best once these claims are PROPERLY PAID!”

Helpful Report

Posted 1 year ago

Hi Melanie, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. Please note, that if your veterinary provider is not populating, you may manually type the name in the text box. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“I submitted nearly $500 worth of bills and was not reimbursed for anything!”

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Posted 1 year ago

Hi Dawn, thanks for your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Why is it taking so long for me to receive my refund?”

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Posted 1 year ago

Hi Mica, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Very disappointment with the level of reimbursement received for my latest wellness claim. In addition to vaccines and annual exam, We had a series of tests administered on our dog Tang Tang. The tests included blood, urine, and fecal which amounted to over $500 To only receive a small fraction ($70) of the amount charged by our vet was very disappointing. We've paid into our plan to receive a better reimbursement amount. I swtiched to PETS Best because I though the level of reimbursement was better than others. I've come to realize that is not the case and as a result will not be recommending PetsBest to others.”

Helpful Report

Posted 1 year ago

Hi Susan, thanks for sharing your thoughts as they are important 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 would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“horrible claims. takes forever. no explanation just delay after delay. they take my monthly payment without delay. but not so quick to pay claim”

Helpful Report

Posted 1 year ago

Hi Mark, thanks for your time and feedback. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Wow my experience was BAD. My other cat has a different company with a website that works, an app that works, and claims paid in about 7-10 days. I was absolutely shocked with this new policy for my second cat to find that after I signed up (and the website and app worked), both quit working and never did get fixed (after 2 weeks of trying and calling to report it). No way to alert IT or get technical assistance - phone was only option for help. Had to file a claim which took 27 days to process (but still not paid, day 30). Needless to say I quit them and found a different company. You may want to avoid. PS they say it regularly takes them 42 days to process a claim! WHAT?!”

Helpful Report

Posted 1 year ago

Hi Dawne, thank you for your time. We regret to hear that you decided to cancel your pet’s policy. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Not satisfied with claims and reimbursement process. Not receiving an adequate amount of reimbursement for the cost of vereinary care, considering the amount I pay this company in insurance premiums. Please fix this. Getting a couple dollars back on an almost $700 emergency visit is unacceptable.”

Helpful Report

Posted 1 year ago

Hi Candice, thanks for sharing your thoughts as they are important to us. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the copay or deductible, that means the claimed condition was coverable. If a claim was denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Terrible, would never recommend. Such a scam.”

Helpful Report

Posted 1 year ago

Hi Brooke, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Very expensive and increase my monthly payment all the time whitout any reason”

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Posted 1 year ago

Hi Anne, thank you for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be 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 increase, 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. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Your co., sucks,plain,and simple.”

Helpful Report

Posted 1 year ago

Hi Paul, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I'm disappointed as we NEVER file a claim. We have 4 pets insured and have for nearly 6 years. Our Frenchie got pneumonia and I submitted three vet bills between two claims. The deductible to supposed to be $250. But they took $250 per claim from the reimbursement. Additionally, it took almost 3 weeks for them to process the ridiculous claim. Our friends use another company to insure their pets and get their reimbursements in days. I'm now shopping for another company to use, despite the little discount I get through our company for Pet's Best.”

Helpful Report

Posted 1 year ago

Hi Kim, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy and hope your Frenchie is recovering. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“I was very disappointed when I saw the the explanation of the coverage. The website does not show the day I enrolled my babies. I need to know coverage end dates and start dates.”

Helpful Report

Posted 1 year ago

Hi Sepideh, thanks for your time and feedback. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“It takes months to reciieve a claim payment and then they deny you on things I thought they cover, I have the wellness plan that I added on when I got this insurance and they deny a lot of prescriptions like heart worm , they paid for some but then stopped saying I received the most I could get”

Helpful Report

Posted 1 year ago

Hi Chris, thanks for sharing your thoughts as they are important 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 would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“So far I'm very unhappy with the transparency of the regulations of this insurance coverage. I completed the application process online and the confirmation page said my policy was ready to be used. My dog was having an issue so I called the vet and made an appointment within 2 days. My claim took almost 30 days to process. Also, my illness claim was not approved bc there was a 14 day hold period. When i was applying for the insurance it DID NOT STATE that anywhere. I will be calling customer service tomorrow to either cancel my plan or go to a lower monthly payment. It's such a waste of money for basically no coverage. SCAM”

Helpful Report

Posted 1 year ago

Hi Christine, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament events. 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 for that condition. We do recommend reviewing your policy coverage, you can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We hope you have a good day. - AS

Posted 1 year ago

“I feel like I'm paying more with the insurance than without it. You do not return even 50% of what was spent. I am not satisfied.”

Helpful Report

Posted 1 year ago

Hi Rosalba, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Took forever to get the claim approved. Called a million times and was told multiple times that the claim was fine and they needed no more information. Come to found out they did need stuff. All they needed to do was call the vet like they said after saying they couldn’t get ahold of them. On a joint call the vet answered on the second ring and sent the information immediately. Ridiculous I had to do the job for them.”

Helpful Report

Posted 1 year ago

Hi Juliana, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“My 6 month old puppy injured her leg while playing with another dog. In the veterinarian's notes it clearly stated the mechanism of injury. We did an x-ray with sedation to check for a bony injury. Luckily, it was just a soft tissue injury. Unfortunately, the x-ray did show some bilat hip dysplasia which may bother her later in life. The notes from the vet stated this was a subsequent finding. Pets Best denied the claim based on the subsequent diagnosis of hip dysplasia. I did appeal the claim which was a ridiculous amount of paper work and was eventually paid. In addition, it took 35 days and three phone calls from the time I submitted the original claim to find out that I was denied.”

Helpful Report

Posted 1 year ago

Hi Tiffany, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We're glad to hear your claim was adjudicated properly on appeal. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year 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