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

“Takes way too long to get reimbursed. I should have stayed with Healthy Paws.”

Posted 1 year ago

Hi Debra, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Claims take forever to be reviwed. Deductible is too large to be financially beneficial for my pet and myself.”

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Posted 1 year ago

Hi Kelli, thank you for your time and feedback. We understand your concern about claim processing times. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“I found Pets Best through my car/house insurance company. I later discovered that what I thought was a good price was not. I paid $800 annually which is an average of $300 higher than other well kn own pet insurance companies. My fault for not doing better research. In using them I have realized that they take more than 30 days to complete the claim and even send an email telling you that they are sorry for being behind. This past January I had $2,600 in medical bills from my vet and the hospital they recommended. After 30 days both claims were denied. I had to call them to find out why. I was told that the vet and the hospital failed to send them all the info that they requested. After I called both the vet and the hospital I was able to have them email Pets Best the info and the claim was reopened. I did finally get reimbursed after realizing that I had to do the work that Pets Best should of done from the beginning. From start to finish the entire process took 60 days.”

Helpful Report

Posted 1 year ago

Hi Mike, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. The premium 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 can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like, we’d be happy to go over your options for reducing your premium. 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 option is to chat with an agent by logging into our website and clicking 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 1 year ago

“Does not cover much in regards to wellness package. Maybe covers one vaccine depending on the vet you go to and at best 1/3 of a dental prophylaxis.”

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Posted 1 year ago

Hi Hayley, thanks for sharing your thoughts as they are important to us. 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. You can find your 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. -AS

Posted 1 year ago

“To many exclusions such as (any event) that happens to one side of the body, excludes them from paying for the other side regardless of who payed for the first event. There are some insurance companies that do not have this but they charge much more per month. Would have been worth the extra monthly premium for me.”

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Posted 1 year ago

Hi Steve, thanks for sharing your thoughts as they are important to us. We understand your concerns about the bilateral exclusion. 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, and this extends to injuries and medical conditions that impact both sides of the body. 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

“PetsBest is a great company but over the years policy regarding BestWellness reimbursable costs lacks. Our 10 year old female Havanese gets yearly inoculation's and as needed and some tests to prevent many illnesses but PetsBest only covers a few specific ones why is that.? We are doing our job. And are paying much up front tha should be covered given the cost of the policy. The illness policy coverages are reasonable, but PetsBest fails us when it comes to prevention. Is profit more important or the pets ongoing wellness. If we go the extra step to prevent illness, why does PetsBest not cover all the yearly or bi-yearly tests to insure the pet remains healthy? Given the numerous viruses making dogs sick why do you hurt the responsible pet owner by forcing us to pay so much extra out of pocket to prevent major illness claims against the illness policy. You do realize as a responsible pet owner we are saving PetsBst from paying out large claims that are hundreds to thousands of dollars more than simple low cost routine wellness tests and inoculation's it’s time for us to reevaluate our need to have Wrllness coverage as the return does not come close to the cost of the yearly policy. Steve & Sharon Nordahl, Nazareth, Pa.”

Helpful Report

Posted 1 year ago

Hi Steve and Sharon, thank you for sharing your thoughts as they are important to us. 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. If you are not currently finding value in the Wellness endorsement selected, please keep in mind that at your annual policy renewal you do have the ability to downgrade or remove the Wellness endorsement selected. You can also add it back on or upgrade at a future renewal. We are happy to review these options with you at anytime. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. Have a good day! -AS

Posted 1 year ago

“I pay almost $500.00 for 6 months on the best plan wellness. I went to my vet and bought 1 year supply of Simparica trio $419.04 was reimbursed $0. Fecal test was $56.10 reimbursed all of $56.10, exam was $65. Reimbursed $7.50. My total bill was $657.63 my reimbursement was $63.60. Not very happy about this.”

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Posted 1 year ago

Hi Kimberly, thanks for sharing your thoughts as they are important to us. 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. Your benefits reset at your annual policy renewal. You can find your 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. -AS

Posted 1 year ago

“I have been a customer for many years. Unfortunately, I thought that this insurance would be much better than what really is. On a bill of almost $1,300.00 they pai me not even $200.00. I understand that I had a $800.00 deductible but, never realized how many co-pays they applied to 1 day in the ER... I am very disappointed Looking for another insurance for my other pets.”

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Posted 1 year ago

Hi Liana, thanks for your time and feedback. We're sorry to learn that the coinsurance amount came as a surprise. Our goal is to ensure you feel comfortable with the coverage selected. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. 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 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 option is to chat with an agent by logging into our website and clicking 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 1 year ago

“Settling of claims takes way, way too long.”

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Posted 1 year ago

Hi Gail, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“The customer service agents are lovely and so helpful in explaining benefits. The benefit response time is as expected for insurances, slow and steady. However the benefits of this insurance are not great... They deny coverage for health illnesses that you would hope would be covered and the wellness cap for vaccines is 40$ in a policy coverage YEAR. We just got a puppy so we can except to pay out of pocket now for the rest of the year... May need to consider another insurance.”

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Posted 1 year ago

Hi Ingrid, thanks for sharing your thoughts as they are important to us. 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. You can find your 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. -AS

Posted 1 year ago

“For the cost, the coverage benefits are pretty minimal. Granted, all of our care thus far has been routine shots, etc. Most is not covered by insurance. This is likely catastrophic insurance, which essentially why we bought it.”

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Posted 1 year ago

Hi Michael, thanks for sharing your thoughts as they are important to us. 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. You can find your 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. -AS

Posted 1 year ago

“Prices went up and coverage seems to have gone down”

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Posted 1 year ago

Hi Glen, thanks for sharing your thoughts as they are important to us. 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. You can find your 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. -AS

Posted 1 year ago

“when i was shopping for pet insurance the 6 companies were all so hot to get the business. including pets best. after 2 weeks i decided on pets best and i can’t say i’m very happy about it. my claims have been rejected and it’s been a waste of money for me. i understand if they want to deny allergy treatments as new treatments to a possibly pre-existing condition, but blood tests and exams, checkups and follow ups that the vet MD suggests when she’s brought in for injuries should be covered with no questions asked. no insurance company wants to pay out on claims. i guess that’s just a universal truth. i generously give it a two stars instead of one because they haven’t denied a catastrophic injury or procedure.”

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Posted 1 year ago

Hi Peter, thanks for your time and feedback. 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. 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 1 year ago

“Rates are high and increase substantially each year. Claims processing takes a long time, sometimes over a month. Nationwide sometimes pays in less than a week.”

Helpful Report

Posted 1 year ago

Hi Robert, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Really not worth having ins , cost is high and nothing gets reombursed”

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Posted 1 year ago

Hi Sandy, thanks for your time and feedback. If you’d like, we’d be happy to go over your 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. 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 1 year ago

“I had a claim and out of 980.00 the only want to pay me 159.00 dollars. I’m going to cancel my policy”

Helpful Report

Posted 1 year ago

Hi Najwa, thanks for your time and feedback. We understand your concerns about claim reimbursement. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. 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 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 option is to chat with an agent by logging into our website and clicking 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 1 year ago

“Slow to process claims that are standard. (ie allergie shots)”

Helpful Report

Posted 1 year ago

Hi Susan, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Very eager to get business. Major attitude once you are a member and call with questions. Happened multiple times. Also took almost a month to complete the one claim submitted. Canceled policy because of attitude.”

Helpful Report

Posted 1 year ago

Hi Deb, thanks for sharing your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We regret to hear that you've canceled your pet's coverage. 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. 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 1 year ago

“Do not recommend. They charge too much and don’t cover anything. Will be canceling.”

Helpful Report

Posted 1 year ago

Hi Kelsey, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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, 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 option is to chat with an agent by logging into our website and clicking 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 1 year ago

“There are caps and limitations on what they will cover. They change the coding on the type of claims you are submitting, so they can say you have a pre-condition and then won't cover the claim. I am just throwing money away and increasing my costs every month using this insurance. I'm cancelling.”

Helpful Report

Posted 1 year ago

Hi Mi, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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. 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 to discuss the specifics of your claim and/or receive an Appeal Form for a claim, 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 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

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