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

“The app is absolutely awful and doesn’t load properly ever. I can’t even submit claims through the app because it won’t even load to show my pets. The people processing claims just do whatever they want. They processed two of my claims incorrectly and a dispute was opened and I haven’t heard anything about it in two months. My dog got bloodwork done and they refused to cover it. Nothing is clear on what they cover and things that my documents say are covered, clearly are not. Things used to get processed in 24 hrs, now it takes weeks. I wish I could change companies but at this point, anything my dog was diagnosed with would be considered pre existing so I have no option but to stay.”

Helpful Report

Posted 1 year ago

Hi Katlyn, 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 as well as assist in troubleshooting the app issues. 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

“My opinion and your history is that you ALWAYS forget to request my dog's medical history and you send me an email that indicates that you are waiting for my Vet to provide the report. Then I have to request the medical records and there are delays. I submitted Claim #6954430 on 10/4/23 and received an email that you needed the medical records. Smokey Salem has Lung Cancer and goes to the Animal Cancer Clinic every month for the SAME TREATMENT and medications. However, as of today's date 11/1/23, I have not received any reimbursement for this Claim. I am not a rich person and need my Claims to be paid on a timely basis. I need you to request the Medical Records, I don't know why you need the same records, when I file the Claim and not weeks later. Please speed up your process as I am not happy about waiting a month or longer to get my reimbursement. Zelda Salem 305.772.0074”

Helpful Report

Posted 1 year ago

Hi Zelda, thanks for your time and feedback. We're so sorry to hear about Smokey's diagnosis. 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. Please keep in mind, that 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. 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

“Takes way too long to process a claim. Just shy of a month to get a response to a claim. Still waiting for reimbursement.”

Helpful Report

Posted 1 year ago

Hi Tony, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process 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. 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. We hope you have a good day. - AS

Posted 1 year ago

“I don't submit many claims, but when I do, it takes forever to hear back. You should work on your turn around time with claims, otherwise I will likely change policies.”

Helpful Report

Posted 1 year ago

Hi Nicole, 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

“not a timely settlement. Also, I didn't think the settlement adequate.”

Helpful Report

Posted 1 year ago

Hi Thomas, 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

“Claims are hard to submit and get sent back for trivial reasons. Wellness coverage has low payment limits. Claims take weeks to be processed. I’m shopping for a new plan and hope to cancel Pets Best asap.”

Helpful Report

Posted 1 year ago

Hi Marilyn, 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

“The length of time it took for my claim to be reviewed and processed entirely way too long. It took a month which led me paying more on an outstanding credit card balance. Pets best has been faster in the past and I really hope it gets better…”

Helpful Report

Posted 1 year ago

Hi Lisa, 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

“Barely cover anything. Could be better pay outs !”

Helpful Report

Posted 1 year ago

Hi Alex, 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

“I’m really disappointed with how long it’s taken to be reimbursed for my last claim. It took a month, when PetsBest prides themselves on fast reimbursement. I once had trupanion, and a $10,000 bill… and I was reimbursed within 3 days. The fact that it took 30+ days for 450$ really makes me scratch my head. It’s unacceptable and there’s no excuse. I feel stuck with PetsBest now because anything after this claim will be considered a pre existing condition elsewhere. Once my dogs leg gets cleared up.. I will definitely be switching.”

Helpful Report

Posted 1 year ago

Hi Shannen, 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

“Ive had Pets Best over the the years for many of my pets. You used to pay claims within 10 days now its 30-45 days. This is unacceptable from when you used to pay timely. I have another dog on Healthy Paws and they pay within 10 days so not sure what your company's problem is. I will most likely cancel one of my 2 dogs on your policy when it renews next year and put them on Healthy Paws. Unfortunately the one left I cannot change as she has medical issues. You need to up your game as you are not the company you used to be. When you left Boise, Idaho you sure went downhill.”

Helpful Report

Posted 1 year ago

Hi Sharlene, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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 and can 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 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. Will probably cancel soon. ALOT of restrictions. Items you think will be covered aren’t covered. Like not covering all the shots that the vets and boarding require. Saying a allergy shot is a claimed to be a symptom prior. Etc..”

Helpful Report

Posted 1 year ago

Hi Michael, 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

“Your claim process is too slow. It takes weeks to get decisions from underwriting team.”

Helpful Report

Posted 1 year ago

Hi Marguerite, 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

“Not worth the money. Maybe catastrophic coverage only. The well-care plan is a joke - an expensive joke. We pay nearly $70 per month, with insurance covering $97 of the well-care visit of the nearly $400 it cost. Does not cover enough of the meds, etc. Save your money.”

Helpful Report

Posted 1 year ago

Hi Tracy, 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

“I am not sure why I am still with PETS BEST. It takes forever to get claims through.”

Helpful Report

Posted 1 year ago

Hi Astrid, 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

“Claims are taking too long to process. Waiting too long to get my reimbursement.”

Helpful Report

Posted 1 year ago

Hi Laurie, 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

“It took them 30 days to return my claim and it included errors. They just repeat the same statement over and over again for each item listed with no true explanation.”

Helpful Report

Posted 1 year ago

Hi Lynn, 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

“A claim filed August 3 was not settled until Oct 13 after many, many phone calls and misinformation given by numerous customer service reps .Only after a threat to reveal this on Facebook, Better Business Bureau and Yelp was some action taken. Very disappointed. Hopefully if I should have another claim I'll be able to post a good review.”

Helpful Report

Posted 1 year ago

Hi Sheila, 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. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We hope you have a good day. - AS

Posted 1 year ago

“My premium has gone up from $283 a quarter to $521 a quarter as of yesterday. I am retired and cannot afford this outrageous amount of money. I have never received even half of my premium back in claims. I will never recommend Pets Best to my family and friends.”

Helpful Report

Posted 1 year ago

Hi Karen, thank you for your time and feedback. If you’d like, we’d be happy to go over your options for reducing your premium. 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. 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. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. 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 beginning to feel like the coverage isn’t worth what I am paying for it. The reimbursements are so little it just doesn’t add up. I do understand it’s insurance for the unexpected events but with rising living costs it’s becoming difficult to justify its worth.”

Helpful Report

Posted 1 year ago

Hi Tamela, thank you for your time and feedback. The premium 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. If you’d like, we’d also be happy to go over your options for reducing your premium. 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. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. 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 am extremely disappointed with pets best. I wish I could switch insurances, but my dog is now grandfathered in so I am stuck with them. They are extremely slow to reply to communications and are very slow at addressing claims.”

Helpful Report

Posted 1 year ago

Hi Hannah, 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 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

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