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

“I’m leaving a three only because I’ve had a claim pending for almost a month now….”

Posted 3 years ago

Hi Dorothy, thank you for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 25 days and wellness claims within 15 days currently. This time frame starts from the time we receive a legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. If the invoice isn’t adding up to the total at the bottom of the invoice, this can cause delays in processing as we must contact the veterinarian to find out why the invoice isn’t adding up, and have them send us an updated invoice for processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Claims take long time to process”

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Posted 3 years ago

Hi Lisa, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 25 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“20 wellness claim turn-around, and benefit payments lower actual costs by a quite a margin. Wellness coverage hard to justify as worth the premium cost.”

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Posted 3 years ago

Hi Michael, thanks for reaching out 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 will pay for that line item for your pet in a policy year. Unfortunately, if your pet is young and requires multiple visits, you 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I bought TWO Seresto collars and tried multiple times to get reimbursed for both collars as both dogs are on my policy. No matter what I did I could not get reimbursed. VERY frustrating.”

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Posted 3 years ago

Hi Kelly, thank you for reaching out to us. We called and left you a voice message. If you have any other questions or concerns, please don’t hesitate to contact us. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“People that answer the phones are all very nice, BUT it would be nice if we could speak to the same people. Save explaining so mane times.”

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Posted 3 years ago

Hi Rita, thank you for your thoughts as they are important to us. We are glad you feel that our Agents who answer the phones are very nice. Each agent makes notes in your policy regarding what we spoke with you about. We recommend if you have called in multiple times for the same issue, that you let the new Agent you’re speaking with know you’ve called in previously, and ask them to pull up the notes from the previous Agent and read them. That way you won’t have to repeat yourself so many times. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Pets Best Health insurance has been an important part of our dogs care. It is affordable and they cover a wide variety of illnesses and preventive care if you want to pay for that. The only reason they are not receiving four or even 5 stars is that the repayment window has become so long. It can take a month or more to get reimbursed and it wasn't like this when I originally became a customer. I sense this may be due to understaffing which may be due to Covid or not. Either way, aside from this, I'd highly recommend Pets Best and hope they will address this issue soon.”

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Posted 3 years ago

Hi Kelly, thank you for your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 25 days and wellness claims within 10 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“The well visit max are a little low. I'm grateful to get reimbursed but on a $700 well visit $205 seems low. The max is advertised as $500+. Have yet to use for ER but slightly disappointed at the reimbursement for a well visit.”

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Posted 3 years ago

Hi Chrystal, thanks for reaching out to us. We called and left you a voice message today regarding your claim. Thank you for bringing it to our attention. 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 will pay for that line item for your pet in a policy year. 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took many months to finally settle this claim. You guys asked for credit card statements showing proof that I paid in full. It was the same exact amount on my credit card statement as was billed to me. Exact same date. Same vet hospital. Kept denying my claim, and closing it. Finally I sent the actual invoice from the vet, showing that I paid. You still closed the claim. Then took several additional weeks to reopen it. I’ve not experienced such a challenge submitting a claim. Maybe you shouldn’t state that credit card statements are acceptable proof of payment. Aside from the length of time, each representative I spoke with was very helpful informative and patient with me so I appreciate that. Thank you for settling it”

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Posted 3 years ago

Hi Lindsay, thank you for your thoughts as they are important to us. We apologize for any inconvenience or frustration your claim processing issues may have caused. We are happy to hear each representative you spoke with was very helpful, informative and patient. On future claims, we’d advise submitting a picture of the itemized invoice from your veterinarian showing proof of payment to them at the bottom for the entire invoiced amount. We’d be happy to help if you ever have any questions. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I have paid very prohibitive veterinary bills. However, I have waited several weeks to obtain reimbursement checks but I feel that these reimbursements are not adequate and understated and unjustly.”

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Posted 3 years ago

Hi Steven, thank you for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 25 days and wellness claims within 10 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet deductible and co-pay that must be met before reimbursing on eligible claims. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Issues with 2 claims. PetsBest said that they never received anything from the Vet and would close the claims when the vets had in fact provided all important info for the claim.”

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Posted 3 years ago

Hi Elizabeth, thank you for reaching out to us and bringing this to our attention. We apologize for any inconvenience or frustration this may have caused. We called you and left you a voice message today. If you have any other questions or concerns, please don’t hesitate to reach out to us. You to contact our Customer Care Team so we can access your policy and verify it. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I took a little longer than I expected to be refunded and they considered some services from my emergency appointment as regular services and didn`t refund me for these services. Overall it wasn`t too bad.”

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Posted 3 years ago

Hi Andre, thanks for your time and feedback. We’re glad to hear that overall your claim submittal experience wasn’t too bad. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claim(s) with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into your account on our website at www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I recently decided on Pest Best Pet insurance for my new puppy. It was easy to use, I submitted my first claim.”

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Posted 3 years ago

Hi Kathy, thanks for your time and feedback. We are happy you are finding our insurance easy to use. If you ever have any questions or concerns, please feel free to reach out to us. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into your account on our website at www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I paid for a policy that includes flea and tick medication and they denied my claim because I didn't buy it from the vet. This is an over-the-counter medication. Therefore I can't give them a better rating. I did send in a claim for heartworm medicine and they did approve that. I haven't used the insurance for anything else yet.”

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Posted 3 years ago

Hi Deborah, thank you for sharing your thoughts as they are important to us. We understand your concern for first-time accurate claims processing and apologize you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention so we could review your concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. If you have any other concerns, we’d be happy to review them with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Needs faster claims process”

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Posted 3 years ago

Hi Kyshawn, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 10 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Just had my first covered claim, they were pretty fast. However, unlike Healthy Paws, non covered claims do not go towards your deductible. I really don't like that about them. Also the vaguely threatening language about filing fraudulent claims every time I use their app is pretty distasteful as well. I just have a sense every time I file a claim that it's not going to be covered, I never had that feeling with Healthy Paws (they also had much better customer service).”

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Posted 3 years ago

Hi Gwen, thank you for your time and feedback. We’re glad you felt your claim was processed pretty fast. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount will be in the ineligible column, and the Explanation section will 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start 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 Illness, and 6 months for Cruciate Ligament Injuries. 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. Policyholders can find this information by logging into their account on our website under Documents and Forms. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If we can be of further assistance, you can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It’s ok insurance AFTER you meet deductibles which is hard to do unless your pet is sick and needs to go to the vet several times throughout the year. It would be nice if your deductibles and how much of your deductible has been reached is noted on every EOB.”

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Posted 3 years ago

Hi Jodi, thanks for reaching out to us. Thanks for your suggestion. Just to let you know, Policyholders can see where they’re at in meeting the deductible in their account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into your account on our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Wished they covered more, would be nice if the coverage was explained better and what was included or not included in the plans.”

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Posted 3 years ago

Hi Jerome, thank you for reaching out to us. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount will be in the ineligible column, and the Explanation section will 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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 will pay for that line item for your pet in a policy year. 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Processing and responsiveness and benefit definitions are fine. However, I have an ethical problem with how coverage payments are calculated. Because Pets Best charges co-insurance (10% in my case) even on the deductible amounts (!), payments to insured parties are reduced. This is deceptive, and a version of double-charging; saves money for Pets Best. I have never seen an insurance company whose process works like this. I'll ask Pets Best to reconsider this arithmetic, although I doubt that they will. I will not be renewing my policy, due solely to this issue.”

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Posted 3 years ago

Hi Beth, thank you for your time and feedback. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find your Declaration Page and policy information under Documents and Forms in your account on our website. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Honestly they deny a lot of claims and the insurance is expensive. Not really worth it at all if I had to say.”

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Posted 3 years ago

Hi Melissa, thank you for reaching out to us. Premium increases happen at your renewal. That’s when we consider that your pet is 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 increases, 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. You can review your options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount will be in the ineligible column, and the Explanation section will 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find this information by logging into your account on our website under Documents and Forms. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“There is very minimal communication of the details for reimbursement. Does it go towards the deductible? Coverage was supposed to be 90% hopefully someone can explain”

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Posted 3 years ago

Hi Vincent, thank you for reaching out to us. Each of our wellness options are an add-on endorsement that Policyholders can choose to add to their Accident and Illness policy for an additional premium. 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 will pay for that line item for your pet in a policy year. 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 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

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