Pets Best Insurance Reviews

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

4.3 Rating 28,043 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,043 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I will be getting a new pet insurance when this year is up. There is a lot of fine print things that are not covered that should be. I might as well pay full price at the vet for how much I get in return including the deductible.”

Helpful Report

Posted 4 years ago

Hi Gina, we dont have a lot of exclusions unless you are referring to pre-existing issues and related conditions. We recommend reviewing your policy for the exclusion information. You will find this in section 9 of your policy document.

Posted 4 years ago

“Pets Best continues to raise my dogs premium exorbitant amounts without allowing me to increase my benefits. This year alone they increased the monthly premium for one dog by almost $100 a month. Just because she turned another year older. I am currently paying $3200 annually for a policy that will only pay out $5000 max per year on her. That means even IF we have a big awful event, the policy is barely worth it. Unfortunately due to her age, I am stuck with this crappy policy, because moving her to a different insurance provider would not work, and her conditions would be considered pre-existing. I have another healthy dog who I don't think we've ever even had a claim with Pets Best for - but I am moving him to Nationwide. He has the same $5000 annual limit, and no doubt they will raise his rates egregiously as he ages making the policy not worth the cost. I would not recommend Pets Best.”

Helpful Report

Posted 4 years ago

Hello, yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. We have options we can go over to reduce your rates. Please give customer care a call so we can discuss these lower rates.

Posted 4 years ago

“I’ve been with pets best since 2015. My premiums have sky rocketed and trying to get them to pay for a claim is like pulling teeth. We decided to cancel our policy and go with another company.”

Helpful Report

Posted 4 years ago

Hi Lindsey, we are sorry to see you go and appreciate the time you spent with Pets Best.

Posted 4 years ago

“Spoke with several reps through the process Of submitting my first claim and every single one gave me different information/instructions. Would NEVER recommend to anyone else!!!!!!!!!!”

Helpful Report

Posted 4 years ago

Hi Sarah, we are sorry to hear you received wrong information. We will review your recorded phone calls and coach accordingly.

Posted 4 years ago

“When I called to get an update on a claim I had it took forever waiting on hold. The lady I spoke to told me the amount I would be getting back and when I got the EOB it was not near what she said. I have never had a pet before so I was u aware of some of the rules in place. It would be nice for a real person to call to verify everything before they take my money and screw me.”

Helpful Report

Posted 4 years ago

Hi Rebekah, we understand your concern. However, we sent all the policy documents on the policy you selected upon enrollment and asked that you review this information and contact us with questions. We did our due diligence to provide you with all your coverage details prior to any claim submission. We are sorry to hear you were dissatisfied.

Posted 4 years ago

“I spent over $1500 on vet expenses and submitted my claims just to not get anything reimbursed. Even though everything my dog was getting was covered in the plan I have. So I feel like I’ve wasted my money on insurance for the 2 months I’ve paid.”

Helpful Report

Posted 4 years ago

Hi Taylor, we hope your pet is doing well. If you disagree with the claim decision, we have the option for appeal with supporting documents. Please let us know if this is something you would like to pursue.

Posted 4 years ago

“Can not speak to a rep. On constant hold! Have to submit claims 2 & 3 times, Takes forever to get reimbursed! Company was great at one time years ago but not anymore. I have a 16 & 12 year old dog & when they both pass, I’m done with Pets Best!!!!!”

Helpful Report

Posted 4 years ago

Hi Deborah, we understand your concern regarding reaching a live agent. We are experiencing high call volumes and getting to each call in the order in which it was received. We appreciate your patience.

Posted 4 years ago

“As a new customer, I am disappointed. First, waiting over an hour on the phone for customer service. Then, they received my wellness claim, reimbursed me for one item, and now two months later they said the original claim was lost and I could resubmit it. Whatever happened to customer service?”

Helpful Report

Posted 4 years ago

Hi Marianne, we understand your concern and apologize for the frustration. We hope you were able to resolve the claim situation.

Posted 4 years ago

“No one pick up phone no matter how long you waited or how many times you called. Online chat is just a message center. Again you have to wait for answer. For how long? I don't know because I am still waiting.”

Helpful Report

Posted 4 years ago

Hi Michelle, we answer your call in the order in which it was received. Should you hang up, you lose your place in line. We appreciate your patience.

Posted 4 years ago

“Not helpful at all.”

Helpful Report

Posted 4 years ago

Hello, we would appreciate it if you could elaborate so we can look into your concerns. Have a good day.

Posted 4 years ago

“I am very upset that my check went to a animal clinic that my pet has never been to and I called to try to resolve the issue and was on hold for over 30 minutes and had to hang up in my busy day and start all over again and still haven't been able to talk to a person!”

Helpful Report

Posted 4 years ago

Hi Ronda, we are very sorry to hear there was confusion regarding the check. Please contact our customer care team so they can look into this issue.

Posted 4 years ago

“Very little communication about claims. Takes an extreme amount of time to process claims. Takes a long time to get refunds for claims. Poor customer service.”

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Posted 4 years ago

Hi Ronny, we understand your concern and appreciate your feedback. We are working on reducing the amount of time it takes to process our member's claims. We appreciate your patience.

Posted 4 years ago

“I am very disappointed from Pets Best insurance. I submitted my 3rd claim more than a month ago during that period I received numerous emails that there is a health information and records needed from my vet. After I faced the same problem with my previous 2 claims, I got both - the insurance company representative and my vet's office rep on a 3 way call to discuss what's missing and needed, so all of the info and records have been sent to you guys long ago. But for some reason I kept receiving the same emails over and over again, even after I sent all the info again myself, via email. Finally after a month and a half I received my reimbursement which was only $25 out of my total claim for almost $600. What was wrong with my dog wasn't a pre-existing condition, but I did not get reimbursed for it. I have to say that the costumer service is very poor and there is no way to talk to anyone unless you have the time to stay on hold for an hour.”

Helpful Report

Posted 4 years ago

Hi Boriana, thank you for your review. Upon enrollment you disclosed the pet had a hear condition and therefore we cannot cover anything related to said problem. However, if you disagree, you are welcome to file an appeal. Please let us know if this is something you would like to do. We hope your pet is doing well.

Posted 4 years ago

“It took a long time to respond to my claim and for what I pay a month not much was covered.”

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Posted 4 years ago

Hi Brad, thank you for your review. We understand the frustration regarding claim processing time. We are working on reducing the amount of time it takes to process claims and appreciate your patience.

Posted 4 years ago

“Extremely disappointed. I realize insurance companies are not in the business of paying claims, they're in the business of collecting premiums, but I signed up because of this company's good reviews and found their practices to be quite unfair and deceptive.”

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Posted 4 years ago

Hi Gregory, your claims were paid per the policy you enrolled in. If you have questions or disagree, you are welcome to file an appeal.

Posted 4 years ago

“Previously 5-star, Pets Best Insurance service has com to a screeching halt. I have never been able to get through on the phone to update my pet coverage or to inquire about a claim. I used the wait time for my last failed call - enduring 55 minutes before I through in the towel - to shop other carriers.”

Helpful Report

Posted 4 years ago

Hi Wendy, we do have long wait times for a call. However, you are welcome to live chat or send us an email to customercare@petsbest.com. We appreciate your patience.

Posted 4 years ago

“Like most insurance in the US, they will charge as much as they can and cover as little as they can. They do not care about your pet's health. Pick them.. or someone else.. it will be the same anyways.”

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Posted 4 years ago

Hi Jerome, we are sorry to hear you feel this way. We wish you the best with your new company.

Posted 4 years ago

“First time we used the insurance was great. Fast refund, cover almost everything. Now from the second time we used it till today has been going down and covering nothing. Forever to get the claim processed. That’s why I am canceling”

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Posted 4 years ago

Hi, we would ask that you elaborate on what you mean by nothing covered. We would have to look at your policy to determine the coverage you enrolled in.

Posted 4 years ago

“after 7 weeks my claims were denied due to no info from vet which you did receive. After speaking to a very condescending rep found out that you wanted additional vet info which i feel i was never asked for. I have given you 250.00 received no coverage at this time. File my claims communicate with me, or refund my money”

Helpful Report

Posted 4 years ago

Hi, coverage is based on the plan you choose. Our records show you selected a lower coverage policy which would explain the low amount in reimbursement. Have a good day!

Posted 4 years ago

“Have not received any reimbursement. It’s been almost 1 month. I questioned why such a wait. I was told that you are very busy. Well I’m busy too but I pay my monthly payments on time. Very disappointed. Again, I’m still waiting for my reimbursement.”

Helpful Report

Posted 4 years ago

Hi, our claims processing time in general for medical claims is 15-30 days. If your claim is delayed past that time is because information required was not received.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,043 reviews