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

“Generally good for most issues, as expected. However they refused to pay for neutering of both of our dogs, even though we understood this service was covered in our plan. Pets best insisted that because the receipt was not individualized to a specific degree for each dog that the procedure couldn’t be covered. Our statement we submitted was utilized, just not to the specifics required by pets best. This was disappointing and although we submitted clear documentation of the procedure multiple times the company refused to work with us towards reimbursement. We will be switching insurance companies. The service agent took an approach of “ I have no control and nothing can be done.””

Helpful Report

Posted 3 years ago

Hi Derek, thanks for your time and feedback. We are happy to you feel we are generally good for most issues. We called and left you a voice message today. When a Policyholder submits a claim with more than one pet on the invoice, we require that the services be broken down by each pet so we know which specific services were done for which pet, as we must process each pet’s wellness claim separately toward their individual wellness endorsement. We’d be happy to go over your concerns with you regarding your claims for your dogs’ neutering. 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“To much time to process the claim”

Helpful Report

Posted 3 years ago

Hi Blanca, 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. On average, medical claims are processed within 40 days and wellness claims within 20 days. 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

“I have had pets best a very long time because of my older girl who has had different issues. I very rarely send anything in but she had to have her duclaw removed. I submitted the information. I submitted the info on March 29 and finally on may 7 I received info that it was going to be paid. As of today may 9 the money is not in my acct. I have other insurance on my other dogs and they get paid back in less than a week. I am very glad they are going to be pay and the stmt was very clear it just took way to long.”

Helpful Report

Posted 3 years ago

Hi Bobbi, 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 40 days currently. If your Explanation of Benefits shows that you are to receive a reimbursement and you have direct deposit on file, please allow 5-7 days from the time you receive your Explanation of Benefits for it to show up in your bank for bank processing time. We apologize for any inconvenience this has caused and thank you for your patience. -PF

Posted 3 years ago

“Took over a month to review two health records for a reimbursement on my 5 month old puppy. Customer service doesn’t give accurate information.”

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Posted 3 years ago

Hi Dena, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and 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 40 days currently. We apologize for any inconvenience this has caused and thank you for your patience. 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 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Between the amount of time it takes to receive your claim and the insurance premium, and I’m not so sure it’s worth keeping our policy. That said, every person I speak to at this company is kind, caring, and wants to help. I do appreciate their customer service, as it does appear to be exceptional.”

Helpful Report

Posted 3 years ago

Hi Caitlin, thank you for reaching out to us. We are so happy that everyone you’ve spoken to on our Customer Care Team has been kind, caring, and wanting to help. We also love that you appreciate our customer service and view it as being exceptional. Rest assured, your claim processing time is a top priority for us, and 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 40 days currently. Make sure to keep an eye on your emails as we send you the Explanation of Benefits for each claim via email once your claims have completed processing. You can also view your claims under View Claims in your account on our website. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your options to reduce your pet’s premium 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I'm still waiting for payment for around $1100 of illness claims for our 6 month old Goldendoodle Butterz. It seems like they aren't timely processing claims and they piece every claim. We paid for 1 year of premiums and never thought we would need it. Boy were we wrong. Hopefully the 2nd batch of claims gets to us quicker than the 1st of many.”

Helpful Report

Posted 3 years ago

Hi Patricia, thanks for your time and feedback. We hope Butterz feels better really soon. Rest assured, your claim processing time is a top priority for us, and 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 40 days currently. Make sure to keep an eye on your emails as we send you the Explanation of Benefits for each claim via email once your claims have completed processing. You can also view your claims under View Claims in your account on our website. 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

“Well, after some great frustration trying to get reimbursed for my puppy's wellness apointments I finally found an adocate and in 24 hours had the check on the wway.This could easily go to a 5 star if my next submission goes smoothly.”

Helpful Report

Posted 3 years ago

Hi Pamela, thank you for your time and feedback. We’re glad you found an advocate who was able to assist you and that your claim was processed within 24 hours after their assistance. Rest assured your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. We apologize for any frustration this has caused and hope you have a great rest of your day. - PF

Posted 3 years ago

“Fast claim review”

Helpful Report

Posted 3 years ago

Hi Armen, thank you for your time and feedback. We’re glad you feel we have a fast claim processing time, as it is a top priority for us. 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 40 days currently. Again we appreciate your feedback and patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Reimbursement was within a little less than 2 weeks, so not bad. Customer service was very personable and friendly. The only complaint I have is that I would need to complete a 90 day appeal process to have part of the service covered. My dog tore his dewclaw and everything was covered aside from the nail trim service to remove the nail. They deemed it a routine service, but it was the cause for the emergency.”

Helpful Report

Posted 3 years ago

Hi Kaitlyn, thank you for your time and feedback. We’re happy you found our Customer Service to be very personable and friendly. Unfortunately, a Nail Trim is not covered by any of our policies as it is directly excluded from our Accident and Illness Policy and Accident Only Policy, even if it was done as part of a medical treatment or procedure. If you would like to dispute your claim determination, you can submit an Appeal Form for your claim to us with supporting documentation. Please allow 90 days for appeals processing. We apologize for any inconvenience this may cause. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I don’t understand how they determine what you get back. I paid $220 and I got back $30.”

Helpful Report

Posted 3 years ago

Hi Jenni, thanks for reaching out to us. Medical claims are processed within 40 days and wellness claims within 20 days currently. You can view a claim that is still in process under View Claims in your account on our website. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Policyholders can add, change, or remove the wellness endorsement within 30 days prior to their pet’s policy 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. We’d be happy to go over your claims processing and coverage 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 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took 2 months to get a response for claims, both wellness and illness. They broke apart 3 seperate visits ( claims) and grouped them differently to fit their need, and when they denied coverage based on their grouping, their reasoning was all the same broad blanket reason. Disappointed with their process and coverage”

Helpful Report

Posted 3 years ago

Hi Abby, thank you for your time and feedback. We’re sad to hear you're disappointed with our process and coverage. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not the Wellness policy as the pet was treated for a condition during the Exam. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Policyholders can add, change, or remove the wellness endorsement within 30 days prior to their pet’s policy 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. We’d be happy to go over your claims processing and coverage 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 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Wellness benefit doesn't make sense dollar for dollar. Also if you do have the wellness benefit, when you take your dog for his/her yearly make sure not to have anything else done but wellness stuff. They'll change it to illness & then when you call make do a review that takes a very long time to process.”

Helpful Report

Posted 3 years ago

Hi Shawna, thanks for your time and feedback. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not the Wellness policy as the pet was treated for a condition during the Exam. We’re glad you contacted Customer Care and brought your claim processing concerns to our attention so we could review your claim further. Claim reviews are processed in the order they are received. On average, claim reviews are processed within 30 business days. We apologize for any inconvenience this has caused and appreciate 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 will pay for that line item for your pet in a policy year. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Policyholders can add, change or remove the wellness endorsement within 30 days prior to their pet’s policy 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. 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 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

“To long turn around time, and it should be like it was before 7 to 10 days”

Helpful Report

Posted 3 years ago

Hi Carole, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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 40 days and wellness claims within 20 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 appreciate your patience. – PF

Posted 3 years ago

“Claims processing takes a while compared to other pet insurance. Also not happy with claims covered - I pay much more in premiums each month than what is reimbursed to me.”

Helpful Report

Posted 3 years ago

Hi Maria, thank you for your time and feedback. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address 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 deductible or co-pay, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Policyholders can add, change or remove a 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. We’d be happy to go over your claims processing and premium 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 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

“..........”

Helpful Report

Posted 3 years ago

“Pros: affordable, quick payment once claim is approved. Cons: Takes too long to approve and reimburse claim; did not inquire about items that should have been covered - instead they just turned them down without further research.”

Helpful Report

Posted 3 years ago

Hi Carolyn, thank you for your time and feedback. We’re glad to hear you feel we are affordable and provide quick payment once your claim is approved. Rest assured, your claims’ processing time is a top priority for us as we’re 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 40 days currently. We’d be happy to go over your claim processing 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 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

“What drew me to PetsBest was they covered dental, but after looking into it, there were a lot of hoops to jump through to get that covered. They take a while to review everything and reach out if something is off. I had uploaded documents that somehow were missed. Finally, I had an invoice that had been coded as a regular check up but it was flactually for an illness. I was pretty new to the pet insurance thing so now I know to make sure with my vet, but it just seemed like PetsBest was pretty eager to not have to cover all of my check up charges after that because there is a cap. I'll be switching pet insurance pretty soon here.”

Helpful Report

Posted 3 years ago

Hi Rebecca, thank you for your time and feedback. We’re sad to hear you’ll be switching insurers pretty soon. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. We’d be happy to go over your claims processing 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Slow on claims.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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 40 days and wellness claims within 20 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 appreciate your patience. – PF

Posted 3 years ago

“Claims take a very long time to be processed. You might get one update on it but then you don’t hear anything else about it. Then you have to call in and they really can’t tell you”

Helpful Report

Posted 3 years ago

Hi Karen & Jim, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. 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 40 days and wellness claims within 20 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 appreciate your patience. – PF

Posted 3 years ago

“I regret agreeing to pay for wellness coverage. Thought it would be beneficial to have various puppy appointments and spaying surgery covered. But EOD it wasn’t worth paying for that “added”coverage”

Helpful Report

Posted 3 years ago

Hi Nathan, thank you 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 a puppy and requires multiple puppy visits and booster vaccinations, depending on what your veterinarian charges for their services, you may use up all the wellness exam and general vaccination benefits in one or two office visits. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. We would be happy to go over the wellness schedule and your claims processing 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 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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