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

“Customer service is nice and do their best to be helpful. The wait time for money returned is why the lower score. Pet insurance is meant to help lessen the stress of an unexpected large expense. Instead it felt like false hope, then added stress as my waiting for the pay back put me in debt in other areas of my life. I had to scramble to deal with many autopayments being declined and causing overdraft fees... it was a domino effect.. my phone, my EZpass, my cc payments, my car and life insurance, all things I budget for on my limited income, but I did not expect my return to take nearly 2 months. I received automated emails from pets best what felt like daily apologizing for the delay which only felt more irritating as another thing that I would get my hopes up to see a correspondence from you only to be disappointed again. I even called to remove a pet because of the finanical disresss. Claims department really needs to work on this. It's not cheap to pay monthly for something that is poor on follow through. My payments coming to you almost 2 months late would not be acceptable. Why should your end take that long?”

Helpful Report

Posted 1 year ago

Hi Misty, thank you for your time and feedback. We're happy to hear you've had a positive experience with our customer care department, however, we regret to hear you've ultimately canceled one of your pet's policies. 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. 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“They take a very long time to process your claims. Like about 2 months. They also denied a claim I made because they didn’t get vet records, but also didn’t contact me to let me know they didn’t get records. So once I submitted the medical records, then they updated the claim. So took a total of 3 months to process a claim.”

Helpful Report

Posted 1 year ago

Hi Melanie, thanks for sharing your thoughts as they are important to us. 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. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. -AS

Posted 1 year ago

“Claims take way too long to process”

Helpful Report

Posted 1 year ago

Hi Amy, 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 1 year ago

“I have been with this company for 4 years with my dog and 1 year with my newest pup. I asked to have the payments on the same day but they say they can’t do that unless I pay extra money to have them merged. My pay has also changed from bi-weekly to twice a month to 2 set days a month. I asked to have my account pro-rated for one day to have the payment moved to one day later. I was again told they can’t do this unless I cancel my plans and start over! This is very poor business. Finally my latest claim for a well-being check up was not completed due to the bill jnot being itemized. It literally lists each dogs name and has what was done to her. They want it separately but the clinic gave me one bill that day for the 3 pets I took in to see the vet. I died to love this company but have not had very good luck after all the years I’ve been a customer. Seeking other companies now.”

Helpful Report

Posted 1 year ago

Hi Dawn, we appreciate your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We are happy to help you align your payments to a date that works for you to pay both pet's premiums. Please understand, the way our billing system works, if you are moving the due date out for either pet, it will ask to collect the premium in advance instead of pushing the payment out. If you did this, you would essentially be carrying a credit that you would receive if and when you were to cancel. However, if you choose a date that does not push a payment out, there won't be an additional amount due upfront. We’d be happy to go over your payment options with you in more detail. 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 so we can be of assistance and hope you have a good day. -AS

Posted 1 year ago

“Pets Best health insurance was truly disappointing. They let me down in my time of need. It took an exceedingly long time for my claim to be processed and they only paid $700 for a $2000 bill! Will not recommend Pets Best to anyone and I am looking into other pet insurance companies.”

Helpful Report

Posted 1 year ago

Hi Hayley, thank you for sharing your thoughts as they’re important to us. 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. If you’d like, we’d be happy to go over your concerns with you regarding the dental coverage we offer as well as your selected deductible amount. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 so we can be of further assistance and hope you have a good day. – AS

Posted 1 year ago

“I have mixed feelings but they’re mostly unpleasant when I think of this provider. I don’t anticipate using Pet’s Best for a new policy in the future as their turnaround time for payment of claims is truly terrible and their mobile app is so bad that I can’t submit claims using an iPhone so I have to use the web portal which takes extra steps as I have to transfer my photos to my computer and then submit with FAR too many questions for each claim. Then it can take 1-2 months to get a reimbursement which always seems to be less than their competitions that I use for my other pets. They also won’t remove a “preexisting condition” because my dog had one standalone issue during the waiting period after applying for coverage. So if I have any other standalone issues that are similar they just deny it. Honestly the more I type the more I think they deserve 1 star. What I do like is the access to Whisker Docs telephone service for questions about safety and if medical care might be necessary. That’s the only reason I didn’t choose 1 star.”

Helpful Report

Posted 1 year ago

Hi Ben, thank you for sharing your feedback. We're happy to hear you're enjoying the benefits of WhiskerDocs. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. 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, the policyholder can submit an appeal form with supporting documentation to us. If you’d like, we’d be happy to go over your claim and coverage concerns with you. We can also help with navigating the mobile app. 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 so we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“We were told by an agent that we would receive reimbursement within 21 days. 21 days came and went with no payment. We called back and another agent claimed they have within 45 days to reimburse. Then we got emails a few days ago saying we had been paid. Guess what?! Our bank does not even show a pending payment. I am really getting fed up.”

Helpful Report

Posted 1 year ago

Hi Jeff, 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, and take an average of 15 days to be completed. However, more complex cases can 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. 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. It also states to 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 1 year ago

“Claims processing is too slow.”

Helpful Report

Posted 1 year ago

Hi Vanessa, 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 1 year ago

“The turn around time for claims is absolutely terrible! I was given a 10-12 week time frame. I submitted on 07/21 and it is now 08/25 and they are just asking for medical records.”

Helpful Report

Posted 1 year ago

Hi Melissa, 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, and 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. If the Explanation of benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits shows how the reimbursement will be sent, via claim check or direct deposit. It also states to 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 1 year ago

“When I first got them years ago, they paid off right away. Now they take till the very end. And the way they write. The check goes through two banks very poor”

Helpful Report

Posted 1 year ago

Hi Jeff, 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, 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 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 1 year ago

“I have had to make numerous calls following up on claims and have spoken with managers who have told me something different each time. First they reject part of a claim. I then resubmit that portion when it was corrected and then I have to keep calling back because the company says it was already submitted. Eventually it all gets resolved but the delays are way too long. I work for a pet pharmacy and cannot in good conscience recommend pets best moving forward.”

Helpful Report

Posted 1 year ago

Hi Steve, 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. These time frames start from the time we receive a closed itemized invoice that provides all the appropriate information and includes proof of payment. We apologize for any inconvenience this may have caused, 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. - PF

Posted 1 year ago

“I have the most extensive plan and barely get any costs covered. I am better off saving those monthly payments for my dog's emergency fund. NOT IMPRESSED!”

Helpful Report

Posted 1 year ago

Hi Mario, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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 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 1 year ago

“It’s not easy to get exactly what they want when turning in your pet’s bill for reimbursement. They often are delayed or slow.”

Helpful Report

Posted 1 year ago

Hi Penny, 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. 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. – PF

Posted 1 year ago

“It's taking over a month to process claims and they've only processed 1 of the 2 in this time frame. Pretty uninspiring effort given their high premiums. Considering leaving Pets Best.”

Helpful Report

Posted 1 year ago

Hi Charles, thanks for your time and feedback. We regret to hear you’re considering leaving us. 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 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 1 year ago

“The process is extremely slow. Not sure why there seems to be so much difficulty attaching medical records to the claim. Vet office had to send records several times. Even when records are available and being reviewed, I have no idea why it takes a month to approve the claims for follow up visits and medication for the same problem and diagnosis such as heart disease that was previously approved and will require ongoing treatment and regular claims. I did use a different insurance company in the past and turn around very fast. I’m hoping things improve.”

Helpful Report

Posted 1 year ago

Hi Lisa, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of 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 processing 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 1 year ago

“They are slow in reviewing claims.”

Helpful Report

Posted 1 year ago

Hi Miriam, 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 1 year ago

“Too long to process claims and too long for money to hit clients accounts. Hire more staff…my bank post other payments within 24 hours but it take days for your payments? Sounds like you’re the problem. Funny…it doesn’t take long for you to take out the monthly payments.”

Helpful Report

Posted 1 year ago

Hi Lisa, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of 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 1 year ago

“I could not believe it took that long to come up with a claim. There was no place to add bills after you made the initial claim so it went on separate claims which one was rejected as it taken alone, was not enough to claim. But had it been added in with original claim, we would have gotten some additional funds. Now I have to call in and talk to customer service. make a way that clients can submit additional bills to original claim number. State Farm does it so can Pet's Best. Terrible service and I thought they were a good company. Dummy me.”

Helpful Report

Posted 1 year ago

Hi Carole, 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. 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 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 1 year ago

“Payout take way too long and there is nothing you can do about it.”

Helpful Report

Posted 1 year ago

Hi Charlie, 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. If there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. 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. 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. – PF

Posted 1 year ago

“I am very dissatisfied with the service from Pets Best. They Received the claim on July 10th. I was notified on August 8th that the claim had been settled......too long. The vet bill was $161.00. I was only reimbursed $95 and that was with the wellness plan for a three month old pup. I would not choose Pets Best again.”

Helpful Report

Posted 1 year ago

Hi Donna, 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. 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 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. 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 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews