Pets Best Insurance Reviews

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

4.3 Rating 28,375 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,375 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I understand that most companies are not operating at full capacity at this time, but I am extremely regretful that I chose to go with Pets Best for my pet insurance. The reason I did not rate them one-star is due to the fact that some of the representatives I've spoken to were pleasant. I understand that processing times are going to fluctuate based on the influx of claims and the pandemic's effects on capacity and staffing. However, I have had to reach out 5-6 times in the three months that I have been a customer. On those calls and in those live chats, I received a lot of conflicting information and was given timelines that were never met. They even lost my dog's medical records. I could probably continue with a list of grievances but, overall, my experience with Pets Best has been stressful and unpleasant. I would not recommend them.”

Helpful Report

Posted 4 years ago

“Any major claim takes forever to be reviewed and MAYBE reimbursed. It is good to have insurance but when they don't pay due to their maximums it just doesn't feel right. The cost of insurance then you have a deductible and then they force maximums on you is why I give a 2.”

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Posted 4 years ago

“It’s been over a month and I still have not received my reimbursement payment.”

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Posted 4 years ago

Hi Leila, claim processing time can take 30-39 days without weekend or holidays. We will contact you as soon as your claim is done processing.

Posted 4 years ago

“I should have been reimbursed for $125 blood work for my cat. I specifically mentioned this was NOT routine blood work due to the fact my cat Pascal has hypocalcimia. He's been having this blood work done 3-4 times a year. Check your records. This is not the first time it's happened.”

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Posted 4 years ago

Hi, there is no blood work itemized in the invoice. We cannot review or pay for a service that was not submitted. We see you have cancelled your policy and we wish you the best.

Posted 4 years ago

“I think there are better pet insurance companies out there and I will be doing research into finding one. Very disappointed with Pets Best.”

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Posted 4 years ago

Hi Rita, thank you for this review. We hope you find the company thats right for you.

Posted 4 years ago

“So far, I am very disappointed with this company. Even to the point of considering not renewing the next quarter. Very slow turnaround time for claims. Over a month for the last ones. Chat is always unavailable. Wait times for calls are usually over 40 minutes and you end up just getting tired of waiting. Not sure how worth their coverage is, to be honest.”

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Posted 4 years ago

Hi Evalis, correct, we are very busy and claims can take 30-39 days depending on the information needed to process said claims. We appreciate your patience.

Posted 4 years ago

“Too long to process claims. More than six weeks? Yikes! Waiting time to speak to a representative is nearly one hour. Ridiculous even during pandemic times. Better staffing I’d needed. Website does not give you the status of your claims. It only tells you the date that it was received. If the site provided more information, customers wouldn’t have to wait on the phone for so long to speak to a representative. All in all, not a service oriented company.”

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Posted 4 years ago

Hi Valerie, you do not need to contact customer care for a status on your claims. We will notify you if additional information is needed or when your claim is done processing. Normal average processing time is 15-30 days for medical claims. And yes, we are dealing with high claim volume and on a hiring freeze due to the pandemic. Thank you for your understanding during this difficult time for our world.

Posted 4 years ago

“Seems like I am having to spend a lot before I could get any reimbursement.”

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Posted 4 years ago

Hi Yudan, we would like to look into your complaint. Can you please elaborate on what you mean by spending a lot of time so we can assist. Are you having issues filing your claims? You can file a claim online using your customer portal, mobile app, fax or mail. All we need is a copy of the itemized invoice showing proof of payment. We strive to process all claims quickly. First time medical claims can take longer as we may need to understand your pet's medical history. Once we have all the information, claims are typically processed quickly. We can issue free direct deposit or a check in the mail. You can view more information here: https://www.petsbest.com/claims

Posted 4 years ago

“It has not been a pleasant experience so far. My first visit to the vet was back on 10/24. It was just now paid. The reason for the delay was “undiagnosed”. My vet office sent in all of the records on 10/26 which I confirmed. I feel like Pets Best was trying to avoid paying them even though they were only part of my deductible. I had to call and resubmit all my records again. These have finally been paid. I will be letting my company know (you are preferred) of my experience. I feel like I’m stuck now because Gertie has some sort of skin condition and knee issues that would now be considered pre existing so I cannot switch providers. I don’t think I would recommend Pets Best to anyone shopping for pet insurance”

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Posted 4 years ago

Hi Kathy, we are sorry to hear you had a negative experience and we are happy to hear your claim was paid in your favor. Have a good day.

Posted 4 years ago

“Submitting claims on the app is pointless because half the time the app doesn't accept the documents. Dog had a $2800 surgery and its been almost 6 weeks and I still haven't gotten anything back.”

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Posted 4 years ago

“The time it takes to process claims takes far too long. Your company needs to hire more staff with the money we spend on your rates for this insurance”

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Posted 4 years ago

“Pays out poorly”

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Posted 4 years ago

“Their coverage amounts are good but they have a HUGE wait time to process claims and it just continues increasing. "We don't guarantee processing times", but their estimate could increase by 20 days in my experience! In addition, they don't let you know you can have the claim paid directly to your vet. They don't let you know you need to fill out forms and then that further delays your claim. They take weeks to actually upload them regardless of when you send them. The phone waits are an hour or more, use the chat but that and the website that shows your claim status have incredibly limited info. You just don't know what the status means and they can't give you any info. I cancelled the policy and will be going with another company.”

Helpful Report

Posted 4 years ago

Hi, thank you for your review. Our claim processing time depends on the claim itself and if information is missing causing the claim to delay. We understand your frustration and appreciate your patience.

Posted 4 years ago

“Honestly, I would rather speak with someone in management then write a review. Thanks, M Barbosa”

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Posted 4 years ago

Hi Michael, thank you for your review. You are welcome to call and request a supervisor to voice your concerns.

Posted 4 years ago

“I dont even know what to say. I would give them a 1 if Covid wasnt an issue. It is impossible to get ahold of anyone via phone, email, or text. I have tried numerous times and sent emails asking for a phone call numerous times over the past 3-4 weeks. Not a peep. I have questions I cant get answered! I have 6 claim submissions hanging out there in Pets Best land and no idea why they are not being reimbursed. Live chat rarely works and I even asked someone to call me in a live chat and they referred me to a phone number that no one answers. Im a very unhappy customer”

Helpful Report

Posted 4 years ago

Thank you for noting your concern. We apologize about the longer hold times our policyholders are currently experiencing. We have been experiencing a higher number of inquires than normal. We are working our best to give each policyholder the time and care for their inquiry as well as answering each call as quickly as possible. We apologize for the delay and appreciate your patience.

Posted 4 years ago

“Difficulty getting through to representatives with long wait times and denied claims or minimal reimbursements. Not happy overall but haven’t had to use for big claims.”

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Posted 4 years ago

Hi Michelle, we understand your frustration. We are working very hard to reduce the hold time. We appreciate your patience.

Posted 4 years ago

“The insurance itself seemed fine however the reimbursement process is poor.”

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Posted 4 years ago

Hi Diane, please elaborate on what you mean by poor. We would love to have your feedback.

Posted 4 years ago

“Deductible and a Copay?????? We are not real happy!!!!”

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Posted 4 years ago

Hi Jeff! Yes, just like any other insurance you will have a copay and deductible. These can be customized to whatever fits your budget. Have a good day!

Posted 4 years ago

“The plan we have doesn't seem to cover nearly as much as it stated it would. Pretty disappointed, especially when it came to filing for our dog's neutering and emergency claims. The explanations also don't seem to give much detail as to why it's been denied. Every response is the same.”

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Posted 4 years ago

Hi, the plan you have is the plan you selected upon enrollment. If you want a more comprehensive plan, give us a call to cancel and start an upgraded policy.

Posted 4 years ago

“Very slow processing”

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Posted 4 years ago

Hi Matthew, claims are processed on average within 15-30 days. Longer if the claim is not complete at which time we will notify you.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,375 reviews