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

“I would not recommend Pets Best to anyone looking for insurance for their pets. They take a long time reviewing, they’ve approved and reimbursed NOTHING but $65 since I initiated service with them five months ago. I prepaid for a year & have spent several thousand dollars on my puppy that PB has not covered for any number of reasons that make no sense. Their customer service is nice but thoroughly unhelpful. They do not cover wellness as they state, even with their top wellness plan. They pick and choose what vaccines they’ll approve or deny without rhyme or reason (even when those vaccines are LISTED in their list of approved vaccines). They deny illnesses & medicines as preexisting when they’re not, to force you to appeal. Their appeal process is needlessly long and tedious; and yet appeals will still be denied. I honestly regret not listening to my Vets office when they suggested I sign up with Trupanion. With the amount of money I’ve shelled out to Pets Best & my vets office, I could have purchased several years of Trupanion insurance. Please do your do diligence with this company before signing up or you’ll be throwing your money out the window.”

Helpful Report

Posted 3 years ago

Hello Christina, thank you for your time and feedback. We’re sad to hear you wouldn’t recommend us to anyone looking for insurance for their pets. 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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. 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. Appeals are processed within 90 days currently. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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’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

“Not very happy with the service. It takes longer than estimated to get reimbursed and the review of charges and application towards your deductible is pretty sketchy. I can pay $200 for a vet service and only have $18 applied towards my deductible, and surprisingly, never come close to reaching my deductible even at the end of the year.”

Helpful Report

Posted 3 years ago

Hello Danielle, thank you 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. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, then minus the Deductible, up to the Annual Limit of the policy. What this means is that on an eligible claim, we apply the Co-Insurance percentage first on all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible in the policy year. Keep in mind all Accident and Illness policies have a co-pay and deductible selected by the Policyholder 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. Also, keep in mind that our policies refresh on the policy year (anniversary date), not the calendar year. 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

“They seem to be a good idea for pet owners but you only save money for large vet bills.”

Helpful Report

Posted 3 years ago

Hello Bill, thank you 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 deductible or co-pay, that means the claim 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 co-pay and deductible selected by the Policyholder 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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’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

“This company goes out of they're way to deny claims. Go for another company”

Helpful Report

Posted 3 years ago

Hello Charlie, thank you 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. 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

“It was a good deal, but now they take 30-60 days to process claims, and my premiums have quadrupled. I would not recommend this insurance, and I plan to cancel.”

Helpful Report

Posted 3 years ago

Hi Kim, thank you for reaching out to us. We are sad to hear that you plan to cancel your pet’s policy. 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. 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’d be happy to go over your coverage and options to reduce 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 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 amount of time it takes to process a claim is absurdly long. And the policy of closing and reopening claims just because you guys have sat on them for over a month, is asinine.”

Helpful Report

Posted 3 years ago

Hi Megan, 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 currently. If we close a claim due to a lack of information or medical records, when we receive the information or medical records we require, we reopen it as a resubmit claim and process the resubmit claim. 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 great, I’m sure there’s better ones out there. It’s expensive for what it actually is.”

Helpful Report

Posted 3 years ago

Hello Somaly, thank you for reaching out to us. We’d be happy to go over your premium 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

“They take forever to process claims.”

Helpful Report

Posted 3 years ago

Hello Tatyana, thank you 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. 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

“Takes almost 3 weeks to hear back from a claim. Wellness visit covered 1/3 of the claim. Unhappy.”

Helpful Report

Posted 3 years ago

Hello Kyla, thank you 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. 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

“Still waiting for reimbursement of ER visit from 2 months ago”

Helpful Report

Posted 3 years ago

Hi Shirley, 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 currently. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claims have 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

“I changed from Embrace at the end of 2021 because they raised their monthly premium. Then in 2022, after having my policy only a few months, you raised my rate by over $30 per month. I submitted my claim for annual check-up and vaccines only to discover you would only cover about 50%-Embrace always covered the full charge. So disappointed and will be canceling my policy. Will be warning my friends away from your insurance as well.”

Helpful Report

Posted 3 years ago

Hello Sandra, thank you for reaching out to us. We are sad to hear you will be canceling your pet’s policy. 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 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 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

“Terrible customer service! Took over 6 weeks to have my claim processed.”

Helpful Report

Posted 3 years ago

Hi Amanda, thanks for your time and feedback. We apologize that you’re not happy with our customer service. Rest assured, 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

“My claim has been paid incorrectly…Pets Best is denying benefits as they say these charges were “previously paid”…which is wrong. When I called…received a recording everyone is “in a meeting”, no online contact available & Email is not a way to communicate with them. Their app is useless too…all it give me is a picture of my pet & a list of underwriters. Why would anyone need that info? No claim status on the app. I won’t be renewing this useless policy.”

Helpful Report

Posted 3 years ago

Hello Susan, thank you for reaching out to us. We are sad to hear you’re planning on not renewing your pet’s policy. 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 prior to 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 within 30 days of their renewal date as long as there have been no claims filed since their renewal. 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

“Does not reimburse as much of the billed statement as expected and would likely be more cost effective for us to pay out of pocket without an insurance policy. As such, we are considering not renewing our policy at the end of the year.”

Helpful Report

Posted 3 years ago

Hi Amee, thanks for reaching out to us. We’re sad to hear you are considering not renewing your pet’s policy. Policyholders can add one of our wellness endorsements to their pet’s 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. 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. You can remove the wellness endorsement just prior to your renewal date with us for the effective date of your renewal if you’re not finding it to be beneficial to you. 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

“not worth investment”

Helpful Report

Posted 3 years ago

Hi Lloyd, thanks for your time and feedback. When you receive your Explanation of Benefits for your Accident and Illness claim, if any of the processing went toward your Co-pay or Deductible, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as Ineligible, and it will tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. Policyholders can add one of our wellness endorsements to their pet’s 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. 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

“Took way too long to review claim. Can’t find info on remaining deductible on website.”

Helpful Report

Posted 3 years ago

Hi Wendy, 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. You can find where you’re at in meeting the deductible on the website by logging in, clicking on “Benefits” under your pet’s name, and then the “Details” hyperlink next to your deductible. We hope this helps and that you have a great rest of your day. – PF

Posted 3 years ago

“Anyone looking for a wellness plan I suggest you look elsewhere. Our Vet recommends check ups twice a year. Petsbest barely covers any of the cost of things as simple as bloodwork and flea and tick medications From an emergency perspective can't comment as qe have been lucky enough to not need it”

Helpful Report

Posted 3 years ago

Hi Mariluz, thanks for your time and feedback. Policyholders can add one of our wellness endorsements to their pet’s 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. 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 apologize for any confusion this may have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Lousy customer service and l poor communication! Also does not show any emotions to animals all business and more business”

Helpful Report

Posted 3 years ago

Hi David, thank you for sharing your thoughts as they are important to us. We called and left you a voice message today. It sounds like you haven’t had a good experience with us. We continually strive to deliver best customer care experience and apologize if the experience you encountered fell short of that. We would be happy to review 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 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 difficult to get a hold of anyone. Claims get denied and no one (when finally able to get a hold of someone) can provide insight. Frustrating company to deal with.”

Helpful Report

Posted 3 years ago

Hi Samuel, thanks for reaching out to us. We attempted to call you tonight to go over your claims. 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 apologize for any inconvenience and hope you have a great rest of your day. – PF

Posted 3 years ago

“If your pet has a pre-existing condition, they will try to tie every claim you submit to that pre-existing condition to prevent having to pay it. I am currently looking for other insurance for my pet.”

Helpful Report

Posted 3 years ago

Hi Tina, thanks for your time and feedback. We’re sad to hear you’re looking for other insurance for your pet. When you receive your Explanation of Benefits for your Accident and Illness claim, if any of the processing went toward your Co-pay or Deductible, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as Ineligible, and it will tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. We would be happy to go over your claims processing concerns with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking 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 apologize for any confusion this might have caused and 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 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

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