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

“They suck!!!!!!!”

Posted 2 years ago

Hi Donnalynn, thank you for your time and feedback. 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. Another available option is to chat with an agent by logging into our website and clicking on 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 2 years ago

“If I could give 0 stars, I would. Have been paying for 2 years near for 2 elderly dogs. I put in claims for each for emergency dental extractions and one with new heart murmur and other with pancreatitis all in same visit, close to $4000. They reimbursed me $72.00 What a complete joke. Just canceled immediately. Such a scam and a racket”

Helpful Report

Posted 2 years ago

Hi Kathie, thanks for your time and feedback. We regret to hear you've canceled the coverage for your dogs. Keep in mind all Accident and Illness policies have a policyholder-chosen per-pet copay and deductible that must be met before reimbursing on eligible claims. Additionally, under the Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for your pet to be eligible for Periodontal Disease coverage. There, it advises that for your pet to be eligible for Periodontal Disease coverage, beginning at three years of age, your pet’s teeth must have been cleaned and examined under general anesthesia by a Veterinarian in the thirteen months before the date of service for the Periodontal Disease claim. Any Periodontal Disease found during the prior teeth cleaning mentioned above must have been treated before Periodontal Disease coverage becomes available for your pet. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our BestWellness endorsement is the only endorsement where we offer a benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy, as preventative care is a direct exclusion of our Accident and Illness policy. 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 claims, 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 2 years ago

“All the work is put on me to file claims which I didn't know I would have to do when I signed up for this insurance. I should be paid for my time to do this work for your company. It's hard enough to find the time to file the claims let alone fight the claims that aren't being paid. Other things in the enrollment process were awful, too. I will not recommend this insurance to anyone. Good job.”

Helpful Report

Posted 2 years ago

Hi Beth, thanks for your time. We 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 better customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“I never write reviews but honestly I think this review is needed. I personally do not recommend this insurance. With every claim that is submitted it takes entirely to long to review, claims that I’ve tried submittibg in the past got denied and claimed to be a pre existing condition on my dog. After appealing it and reiterating that the vet hospital is a teaching hospital and the students create the discharge notes, and after telling them this and how the student made an error and the doctor put an addendum correcting this error, they still denied it. I honestly feel like it is a constant battle with this insurance company and honestly I would have switched a long time ago but since my dog has already an extensive Heath issues I’m not but honestly really wish I did more research on this insurance .”

Helpful Report

Posted 2 years ago

Hi Gabriel, 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, and take an average of 15 days to be completed. However, more complex cases can 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 appeal outcome 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 don’t really know what I’m getting”

Helpful Report

Posted 2 years ago

Hi Tanner, thanks for your time and feedback. If you’d like, we’d be happy to answer your questions. 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

“Pets Best has denied several claims for invalid reasons. All invalid denials are overturned and covered upon appeal but it seems like they are denying claims hoping they won't be appealed. Having to complete an appeal because a reviewer didn't read all the notes or read them thoroughly is so frustrating. Also, we had a 70% increase in the cost of our premium this year!!”

Helpful Report

Posted 2 years ago

Hi Sarah, we appreciate your time and feedback. We understand your concern about first-time accurate claims processing and apologize that you didn’t experience that on some of your claims. We are so glad you contacted Customer Care and submitted your appeals. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. 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. If you’d like to review the options to reduce your premium, you can log into your account on our website and select the Benefits button under your pet’s name. If we can be of assistance, we’d be happy to help. 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 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

“Have had them for 2 years seems every claim I submit is either denied or if the bills 800 I get only 53 dollars. They don’t pay my claims because of my dogs heart issue. I was denied again when it ended up being kennel cough not my dogs heart. I ended up canceling my policy because at over 100 a month it’s not worth it. I would pay 1.200 in premiums then pay a deductible and pet best would only cover very little”

Helpful Report

Posted 2 years ago

Hi George, we appreciate your time and feedback. We're sorry to learn you've canceled your policy. 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. 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 2 years ago

“This insurance doesn’t cover anything. I submitted 2 claims for a cute injuries and they both got denied. What a joke.”

Helpful Report

Posted 2 years ago

Hi Tiffany, we appreciate 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. 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. 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. Another available option is to chat with an agent by logging into our website 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 further assistance and hope you have a great rest of your day. -AS

Posted 2 years ago

“This insurance is the worst. I paid for wellness, accident and sickness for my dog. It took over 6 months to get approved for payment and out of over $3000 in bills, I will get reimbursed maybe $200. For paying nearly $70 monthly, this is a total rip off.”

Helpful Report

Posted 2 years ago

Hi Nancy, we appreciate your time and feedback. We continually 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. 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. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find your Policy Information and Wellness Schedule 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. We hope you have a good day. -AS

Posted 2 years ago

“They take over 30 days too process claims”

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Posted 2 years ago

Hi Alan, thank you for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We thank you for your patience. If you'd like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 2 years ago

“This is the worst pet insurance I’ve ever had. My claim took 2 months to process and I was refunded $0.44. I did not have a copay in addition to a deductible with healthy paws and I will be switching back to them. petsBest is a scam.”

Helpful Report

Posted 2 years ago

Hi Maribel, we appreciate your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Please 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. If you’d like, we’d be happy to go over your claim and coverage concerns with you. We hope you have a great rest of your day. -AS

Posted 2 years ago

“I haven’t sent any paperwork into them in about five years, and I sent some bills into them in April and have not heard a thing back. I don’t think that’s very good pet insurance. I’m still waiting for my money. What’s the point of pet insurance if they don’t pay you.”

Helpful Report

Posted 2 years ago

Hi Joan, we appreciate 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. 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 2 years ago

“Make sure you read their fine print. I got it after my dog tire her ACL. Two years later she tore her ACL in the other leg. Pets best would not cover because it was the same injury on the other side. Recently she had a growth removed. Amazingly they covered $195 of the $868 bill. It’s now closed in their site. But do you think I have the $195 yet? Nope. I will be cancelling once I get this reimbursement. Spent over $2000 on this insurance for a $195 return. Buyer beware.”

Helpful Report

Posted 2 years ago

Hi Frank, we appreciate your time and feedback. We regret to hear you intend to cancel your pet’s policy. Please keep in mind all Accident and Illness policies have a Policyholder-chosen copay and annual deductible amount 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. 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. We look forward to hearing from you if we can be of assistance and hope you have a good day. - AS

Posted 2 years ago

“The claims process took way too long to process a simple uti illness You had the medical records and invoice. Took almost 30 days. I was told 15 days. My claim was finalized on Wednesday but I still don’t have my money. Should not take 3 days to have my money in my account since it was to be by direct deposit”

Helpful Report

Posted 2 years ago

Hi Vicki, 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 2 years ago

“I submitted claims for two insured dogs and only received feedback on the smaller of the two and no compensation received yet.”

Helpful Report

Posted 2 years ago

Hi Debra, 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 2 years ago

“I paid up front for 12 months coverage. Sent in my first claim only to be denied. Not very happy so far. They claim my pets illness was pre existing. She was throwing up not sure how they Deem that a pre existing condition. Too Bad I had high hopes. Buyer beware!”

Helpful Report

Posted 2 years ago

Hi Janet, 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. 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 2 years ago

“My premium was raised well over 60% after the first year and the only claim I made was not paid out like I was expecting. A $750 vet bill was submitted and only received $220 of it back. My policy paid %90 back. I would not recommend this company.”

Helpful Report

Posted 2 years ago

Hi Albert, thanks for sharing your thoughts as they’re important to us. 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. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the co-pay 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. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Understand, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 your Declarations Page and 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. – PF

Posted 2 years ago

“Takes forever for claims. Not sure if it’s worth it yet”

Helpful Report

Posted 2 years ago

Hi Cai, 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. 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 claim(s), 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’s a joke. Don’t waste your money. If you call and ask what will be covered, they say 80%, but it’s not true. I will be cancelling once our claim has been paid.”

Helpful Report

Posted 2 years ago

Hi Maria, thanks for your time and feedback. We regret to hear you’ll be cancelling your policy. 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. 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

“Notorious for wrongfully denying claims. Pride themselves on a 30 day reimbursement time frame. Portal is useless. I do not recommend.”

Helpful Report

Posted 2 years ago

Hi Todd, 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. 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 processing and website 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