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

“Very long turn around time for claims, up to over a month so far on all my claims. I chose Pets Best because I was told they have a swift turn around time, by my vet. Seems not be the case.”

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Posted 2 years ago

Hi Kandis, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Customer service will do everything they can solve issues”

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Posted 2 years ago

Hi Amy, thanks for your thoughts as they are important to us. We’re glad to hear you feel our Customer Care Team will do everything they can to solve your issues. We appreciate your feedback, as it assists us in working towards better customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“Claims take too long to process.”

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Posted 2 years ago

Hi Mike, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Not the greatest coverage for the money.”

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Posted 2 years ago

Hi Allison, 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 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. 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. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“They take a lot longer than their estimated wait time. I waited over a month for the EOB and still haven’t received the direct deposit”

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Posted 2 years ago

Hi Tammie, 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 15 days to be completed. However, more complex cases, take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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. – PF

Posted 2 years ago

“Claims paid promptly. Reimbursement rates seem very low however for the amount that I am paying per month.”

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Posted 2 years ago

Hi John, thanks for your time and feedback. We’re glad to hear you feel your claims paid promptly. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“I was very fortunate to have Pets Best last year when one of my girls had a catastrophic injury. They'd paid everything that their policy said was covered, and rather quickly. But I noticed towards the end of this very long episode that they were taking more time and I had to call several times to straighten them out on some things. I now find that they are taking an interminable time to review claims, stating that they did not receive the documents I uploaded and delaying the payment of a claim because they wanted the past medical history of a 4-month-old puppy who had diarrhea ( with positive giardia antibodies. Somehow instead of the 90% reimbursement I have on all my dogs, they somehow only show that I have 80% reimbursement. I will have to look for the original documents to see if this is correct. If this keeps up, I will be moving my 8 dogs to different insurance and they will never recoup the money they paid out last year.”

Helpful Report

Posted 2 years ago

Hi Victoria, thanks for your thoughts as they are important to us. We’re glad to hear that you feel very fortunate to have had a policy when one of your girls had a catastrophic injury. However, we regret to hear you’re thinking about moving your 8 dogs to a different insurer. 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 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. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Seems to take longer than I expected for claims to be approved, I’ve been waiting over month”

Helpful Report

Posted 2 years ago

Hi Bryan, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“It takes a long time for claims to be reviewed and processed. Quick to decline claims and process to appeal is not set up online. We are new to pet insurance but I am not sure this was the right carrier for us. May look at alternatives in the future.”

Helpful Report

Posted 2 years ago

Hi Karen, thanks for your time and feedback. We regret to hear you may look at alternatives in the future. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. Unfortunately, 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. The 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. You can find your Policy Information under Documents and Forms in your account on our website. Anytime a Policyholder is in dispute of a claim and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Once the Policyholder has submitted an appeal, if they have any questions regarding the status of it, they’re welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to the email within 72 hours. Appeals are processed within 90 days currently. We’d be happy to go over your appeal with you, once it’s complete. Should you need anything while your claim is in the appeal process, please do not hesitate to contact us. We appreciate your feedback, as it assists us in working towards better customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“Good monthly price, lots of fine print for coverage. Nice customer service”

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Posted 2 years ago

Hi Rasha, thanks for sharing your thoughts, as they are important to us. We’re glad to hear you feel that you have a good monthly price, and that we provide nice customer service. If you’d like, we’d be happy to go over your policy with you and answer any questions you may have. 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Took a very long time to get my dogs claim processed.”

Helpful Report

Posted 2 years ago

Hi Gariann, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Friendly customer service, but claims take a VERY long time to process. I’m still waiting for reimbursements and I’ve had to appeal a few claims that should have been clearly covered. I’m not sure I’ll renew my plan or look elsewhere.”

Helpful Report

Posted 2 years ago

Hi Laura, thanks for your time and feedback. We regret to hear you’re not sure you’ll renew your plan or look elsewhere. 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 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. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. Anytime a Policyholder is in dispute of a claim and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Once the Policyholder has submitted an appeal, if they have any questions regarding the status of it, they’re welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to the email within 72 hours. Appeals are processed within 90 days currently. We’d be happy to go over your appeal with you, once it’s complete. Should you need anything while your claim is in the appeal process, please do not hesitate to contact us. We appreciate your feedback, as it assists us in working towards better customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“The reimbursements are taking a lot longer than when I first signed up a couple of years ago.”

Helpful Report

Posted 2 years ago

Hi Candace, 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 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. - PF

Posted 2 years ago

“I was disappointed that after a recent annual visit only ½ of the cost was covered.”

Helpful Report

Posted 2 years ago

Hi Nancie, 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 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. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Claims take too long. I’ve had a claim since April that still hasn’t been reviewed.”

Helpful Report

Posted 2 years ago

Hi Omar, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like, we’d be happy to go over your claim 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Got one claim payment but haven't received any others. I don't think this pet insurance lives up to its name!”

Helpful Report

Posted 2 years ago

Hi Debra, thanks for your time and feedback. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“It’s very easy to file claims, but the turn around time for receiving reimbursements is not the best. The company does a good job at letting people know that they are behind, but this process could be improved to mitigate the wait times.”

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Posted 2 years ago

Hi Deja, thanks for your time and feedback. We’re glad to hear you find it very easy to file claims. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a good day. - PF

Posted 2 years ago

“The review process takes a long time. The app limits the selection of pet ailments. Should have an option for more selections or write in box.”

Helpful Report

Posted 2 years ago

Hi Gary, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. When submitting a claim via our app or our website, you can select Other, and it will allow you to enter the condition by typing it into the field. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“No comment”

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Posted 2 years ago

“Would give more stars if I could, but this insurance doesn't cover as much as others. I will be canceling when my insurance is up in August. I'm not happy that I still have to pay for Wellness even though they said I've reached my max. Why am I paying for a service I can't use? The max is so low as well where you can only take them once and they still won't cover much. I plan on going back to my old insurance and then doing a wellness plan at the vet. Seems cheaper and covers more. I feel like I"m getting scammed by forcing me to pay for wellness even though I can't use it anymore for both dogs. If I've reached my max, I should be allowed to get off the plan but I have to wait until August”

Helpful Report

Posted 2 years ago

Hi Eric, thanks for your time and feedback. We regret to hear you’ll be canceling in August. 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. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 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

Pets Best Insurance Reviews