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

“Worst insurance. Will not renew for sure.”

Posted 1 year ago

Hi Barbara, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“My experience with Pets Best has been terrible. I do not recommend this insurance to anyone. They take a long time to respond to the claim you submit, and then, they don't pay you the 80%”

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Posted 1 year ago

Hi Gloria, thanks for your time and feedback. Pets Best is 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 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

“Insanely slow and inappropriate processing times no communication between the claims department and the front end, lots of errors”

Helpful Report

Posted 1 year ago

Hi Adam, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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

“I have to give one star to leave a review but Pets Best does not deserve the 1 star. I submitted a claim for my pet's hospital stay mid November and have yet to be reimbursed. I have called Pets Best numerous times and only get to speak to a customer rep that reads notes from the claims adjuster and not an actual claims adjuster. I have worked tirelessly calling the vet hospital and communicating between both entities to finally get a revised/corrected invoice from the vet hospital. Once I finally have that in hand, Pets Best closed my claim with NO WARNING. I submitted another claim and was hopeful I would finally be reimbursed the thousands that are owed to me for the plan I committed to and paid a montly payment to as well. My hope was crushed again as Pets Best sent me another email today asking for MORE records. I am dumbfounded as the original concern was that the subtotal did not add up to the itemized amounts and was off by a small amount of money. Waiting for this claim to be finalized has taken months and the lack of communication from Pets Best is very disappointing as I expected so much more. I had to work diligently with the vet hospital and Pets Best confused as to why I was doing the legwork with little to no results. In the past, I had recommended Pets Best to friends but will now share this very unnecessary and unfortunate story. I am no longer hoping to get any money reimbursed to me even though my dog has no preexisting condition(s) and is a healthy 4 year old. He simply ingested something that made him sick and was very sick. To add to this, I submitted a 2nd claim for a Wellness visit and it looks as though they are only covering half instead of the 80% I expected. They are also asking for additional records for that visit even though I submitted the claim with the invoice and the work they did for my dog's checkup. My expectations are at an all-time low at this point in time.”

Helpful Report

Posted 1 year ago

Hi Gloria, 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. We are happy to review your claims with you and go into detail on how to submit a complete claim for a smoother experience in the future. Once a complete claim is received, Pets Best must sometimes perform a thorough review of your pet's medical history to determine if the claim is eligible for coverage. Medical records are typically requested directly from your veterinarian, however, if we do not receive a response we may ask for your assistance. Please keep in mind, that 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. For assistance with your claims and coverage questions, 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

“Take to long to process claim and don't give my money back very disappointed”

Helpful Report

Posted 1 year ago

Hi Maria, 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

“Claim process was a headache, automated emails provided poor status updates on the claim and the adjusters provided little to no information on phone on how to resolve the issues that wer impeding resolution. One adjuster said they'd look into the issue and call me back and then never did.”

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Posted 1 year ago

Hi Sean, 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. 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

“When I first signed up with Pets Best, my claims were processed in a timely manner. It shouldnt take over a month to process a claim. I will be looking for a different carrier.”

Helpful Report

Posted 1 year ago

Hi Brad, 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

“I wouldn't recommend Pets Best to ANYONE.”

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Posted 1 year ago

Hi Linda, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“Took almost a month to process my claim after my dog was spayed. Then out of the $500 bill I was only reimbursed $180. Beginning to wonder why I pay them $150/month for insurance.”

Helpful Report

Posted 1 year ago

Hi Nicole, 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. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s spay or neuter, and covers up to $150 of the total cost of the spay. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for a Spay or Neuter on their pet’s policy, as preventative care is a direct exclusion of our Accident and Illness policy. 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

“Did not cover.”

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Posted 1 year ago

Hi Keith, 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

“It is not what it used to be; when I first started with my pup in 2017 you guys were flawless. Priced just right and would finalize claims instantly. Today, you’ve raised my policy over $400 through the years and it now takes over a month for claims to be finalized.”

Helpful Report

Posted 1 year ago

Hi Alfonso, thanks for sharing your thoughts as they are important to us. 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. 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 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

“Takes over a month for claims to be paid out. Doesn't cover everything needed for pets. Currently considering new insurance for my dogs with better coverage.”

Helpful Report

Posted 1 year ago

Hi Ralph, 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. 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

“Every time I would submit a claim, it would take 45 plus days to process. They required way too much documentation. And way over priced!”

Helpful Report

Posted 1 year ago

Hi Abigail, 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

“Once the claims are actually approved, it's great, but getting there is awful. I have a nuanced situation pertaining to discounts with my claim, and the process of actually submitting claims is consistently botched.”

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Posted 1 year ago

Hi Rachel, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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 upset with the amount not covered. Like why even have insurance if ill be stuck paying 80% of the bill in an emergency?!”

Helpful Report

Posted 1 year ago

Hi Angela, thanks for your time and feedback. We understand your concern about claim eligibility and coverage. Please keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. 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

“Very unhappy with this insurance can't wait to cancel, when I signed up I made sure spay was covered and it said it was so been on it a few months I have never submitted a claim and just did a few days ago because I got my puppy spayed and I even called before saying to make sure I was gonna get 80% of my almost $600 pain and they said yes it's covered when I call before getting it done so I went ahead and for it and they only refunded $150 and gave don't stupid excuses by email...already looking for another insurance”

Helpful Report

Posted 1 year ago

Hi Angela, thanks for sharing your thoughts as they are important to us. We regret to hear that you’re ready to cancel your pet’s policy. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Spay or Neuter, as preventative care is a direct exclusion of our Accident and Illness policy. 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. For example, the spay/neuter benefit reimburses up to $150. 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

“Too expensive and you are refunding less”

Helpful Report

Posted 1 year ago

Hi Wannetta, thank you for your time and feedback. 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 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

“i did not get any help for my latest claim. I don't get it!”

Helpful Report

Posted 1 year ago

Hi Cara, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your 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

“Terrible and over charging for monthly fees. Basically a waist of time to deal with.”

Helpful Report

Posted 1 year ago

Hi Jeremy, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“Pets Best sucks. I am leaving them. It is a scam and they consider everything a pre-existing condition.”

Helpful Report

Posted 1 year ago

Hi Mark, 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. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You may 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

Pets Best Insurance Reviews