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

“Doesn’t review claims properly!”

Posted 1 year ago

Hi Christopher, 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

“They waited almost 1 month after repeated calls to see what the delay was as my dog had never been sick!! Almost 1month later they send message that they were just now!! Sending a request for medical records!! And this of me paying almost $1,700 and Still No !!Payment!! Worst Service Ever!! And Even when I make On Time Payments and this was My Dogs First Claim!! THEY DIDNT CARE IF MY DOG NEEDED MORE VET CARE!! LOUSY SERVICE!! EVER!! AND HAD TO BE PLACED ON PERSCRIBED PET VET FOOD!!”

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Posted 1 year ago

Hi Barbara, 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

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Posted 1 year ago

Hi Lisa, 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 has great advertising skills. I bought the best plan for our new puppy before we knew she was sick. She had an ear infection and giardia and Pets Best did not pay for any expenses related to these two problems saying there is a 14-day waiting period which we were not told when signing up for the policy. I will be switching out of Pets Best and signing up with an upfront company. Processing of the claims was also slow.”

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Posted 1 year ago

Hi Gwyneth, thank you for sharing your thoughts as they are important to us. We regret to learn that your puppy was sick and that the waiting periods have come as a surprise. Please note, that we include these within the quoting tool, on our website, and within our welcome email and policy documents. 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. 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’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

“My past experience has always been positive, but my most recent claim was really frustrating and took over a month to resolve. I had to call them a few times and was on the phone with them for 41 minutes. I’m not certain that I will continue these policies with Pets Best.”

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Posted 1 year ago

Hi Jessie, 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

“Horrible insurance. Will not recommend to my friends and family. Very disappointed.”

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Posted 1 year ago

Hi Simantini, 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 little cat Specks is getting older. The premiums are getting more expensive and when we submit a claim from our vet that you have on file, we are told that we have to wait up to 45 days to get a slight reimbursement.”

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Posted 1 year ago

Hi Caesar, thank you for your time and feedback. The premium at renewal 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. 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

“Pets Best' customer service agents are wonderful, so I wish I could rate higher based on this. This complaint I have is not with customer service agents. However, the time it takes to get reimbursed is ridiculously long and prices are higher than other companies with equally excellent customer service and much lower wait times. I have Lemonade insurance for my dogs now for half the price per year than Pets Best charges, and I am reimbursed immediately for routine claims, and within a week for more complicated ones. Not to mention, you raised the price on my yearly Premium and Lemonade did not. Pets Best was not communicative with me when they denied my over $5,000 claim or even gave me a specific reason why. The customer agent I spoke with also did not give me a specific reason why, just sent me letters to file a claim. The condition was not even pre-existing yet they did not even tell me why they thought it was a pre-existing condition. I have filed an appeals claim, but of course, I'm sure it will take a month before I hear back. Meanwhile, I have to bear the brunt of this insanely expensive procedure I would not have done if I had known it wouldn't have been covered. My dog had been to the vet for about a month for his condition before the MRI (the most expensive claim I filed) was done, so I would have known Pets Best would have thought it was a pre-existing condition if they just responded and accepted my claims within a normal amount of time, and I would not have gone through with it. However, since they processed all of my claims from October as of yesterday, I was not aware at all that this was a problem. I got insurance for my perfectly healthy puppy the exact day I brought him home and didn't have any issues with him until October. Pets Best feels like another American corporation banking on profit and the bottom line rather than caring about their customers or pets. In times of inflation, this is especially frustrating and difficult. I understand why pre-existing conditions exist, but handle this on a case by case basis, and communicate with your customers clearly. My other dog had the same issue within the same time frame with Lemonade, and they had no problem covering 90% of my bill. Also, if wait times are long because you are understaffed, use some of those profits to hire more folks to process claims quicker and maybe re-think your business model. I canceled all of my pet policies and will be moving to Lemonade. I have one policy existing, but if my appeals are rejected, I will also be pulling my dog from your company too. I had 4 dogs on your policy and spent a lot of money per year on them; the least I accept back is quick communication and respect. But again, insurance companies just want your money and to cover the least amount of claims as possible, and I don't know why I held Pets Best to a higher standard than that. It sucks because I recommended a lot of folks to you in the past (I have 7 dogs and work nationally in the pet industry), but because of this I will be recommending them to Lemonade or Trupanion and telling them to stay away from Pets Best.”

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Posted 1 year ago

Hi Rhiannon, thank you for your time and feedback. We're happy to hear you have had a positive customer service experience and regret to hear that you have canceled many of your pets' policies. 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. 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. We are glad to hear you have taken advantage of your right to appeal the claim decision, since you are in disagreement with the outcome. If you have any questions regarding the status of your appeal, you are welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to the email within 72 hours. We’d be happy to go over your appeal with you, once it’s complete. Should you need anything while your claim is in the appeal process, please do not hesitate to contact us. 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 now have 3 dogs insured with Pets Best, and have to say I’m not happy. Claims are more often denied or excuses are given for loopoles. Lots of premiums paid with little in return. Im going to shop elsewhere.”

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Posted 1 year ago

Hi Greg, 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

“They have denied reimbursement for my claims without cause. They decided that a condition my cat developed months after I enrolled was "pre-existing" despite the fact that the diagnosis wasn't given previously and that my vet submitted a letter and medical records to dispute their assertion. They are insisting that they know better than my vet does what my cat's health conditions are. It's absurd and most likely illegal. I am stuck with them now but if I had it to do again I would pick a more ethical company. Beware!”

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Posted 1 year ago

Hi Maya, thank you for your time and feedback. We regret to hear you're unhappy with your policy so far. 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. 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

“I pay money on time every month. I never had to use it. My dog is 9 and I’m paying an arm and a leg for premiums. Emergency happened and had to come out with a lot of money. They took a month to even tell me I would get reimbursed. Still haven’t got any money back. When you call they can’t even give you a status of even where you are in the process. Some of the agents were rude and clearly did not want to help. Insurance is good on paper until you have to use it. No peace of mind.”

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Posted 1 year ago

Hi Johnny, 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

“Worthless and takes forever to tell you they are denying your claim and there’s no reason it should be denied. Customer service is just as worthless.”

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Posted 1 year ago

Hi Brooklyne, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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’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

“Planning to cancel insurance.”

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Posted 1 year ago

Hi Michael, thank you for your time. We regret to hear that you’re ready to cancel your pet’s policy. 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 is a Scam, avoid it like a plague. After 2+ years of being a customer with 3 dogs and paying $235/mo for them (over $6000 during that period, all I was ever able to get reimbursed for was $41. Everything else they declined to cover. And that was after months back and forth with their claims department submitting ALL the forms from my Vet that they requested. Stupid me that took me so long to cancel my account - that's on me. But if you want health insurance for your pet, Pets Best is a scam, and you should go somewhere else. Hope this helps somebody.. Ricardo F.”

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Posted 1 year ago

Hi Ricardo, thank you for sharing your thoughts as they are important to us. We are sorry to learn that you feel dissatisfied with the policy selected. Please keep in mind that all Accident and Illness policies have a Policyholder-chosen per-pet copay and deductible that must be met before reimbursing on eligible claims. When you select a $1,000 deductible, you will not see reimbursement until that amount has been met in eligible accident and illness services, annually. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the copay or deductible, that means the claimed condition was coverable. If a claim was denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. 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. 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. 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

“It's ridiculous that, when processing claims, the submitted veterinary bills are not immediately and completely applied to the deductible first before engaging in any co-pay split. For example, let's say you have a deductible of $500, and a plan where you pay 20% and PetsBest pays 80%, and you submit a bill of $600. Instead of processing claims like every other normal insurance agency (human health insurance, car insurance, or every other pet insurance provider), where your claim is first applied to satisfy the deductible, and then the remainder is split per your copay percentage, every single claim is processed at the copay first and THEN they apply whatever THEY were supposed to pay to your deductible. This means it takes a LOT longer to meet your deductible, leaving you on the hook for the entirety of bills for a lot longer than if you had chosen a different provider. Also, if your pet is diagnosed with a chronic, ongoing health condition, you are TRAPPED at whatever quality plan you originally signed up for. So, let's say you chose the plan with the lowest deductible and highest possible reimbursement. If you EVER choose to downgrade the plan to save money, you will NEVER be able to upgrade again. You also won't be able to add additional coverages. All you will ever be able to do is downgrade. All of this combined with extremely high claim processing times (up to 45 days), it does not make the low monthly cost worth it.”

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Posted 1 year ago

Hi Emily, thanks for sharing your thoughts as they are important to us. 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’s 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. 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

“Not a single dollar of my claim was covered by the insurance. I am confused. What is the point of having insurance if it will not cover any of my pets medical bill?”

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Posted 1 year ago

Hi Samantha, thanks for your time and feedback. 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’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

“The Pets Best Customer Service told me that the $7,000 limit on an illness was an annual limit. After we renewed with a $5,500 Premium, they denied prescription refills saying that the $7,000 was a lifetime limit.”

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Posted 1 year ago

Hi Jill, thank you 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. Our older per-incident policy plans included a per-condition limit which is for the life of the policy. Please note, that on these plan types, there is a separate limit for each condition. You can identify the type of plan selected by referencing your Declarations page under Documents and Forms on our website. If you’d like, we’d be happy to go over your coverage concerns with you in more detail. 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 am a practicing attorney and cannot make any sense of the contradictory policies for what is covered and what is not covered. It has resulted in me spending almost $1,000 in premiums to Pets Best over the last year and a half and getting more expenses denied than covered. I am deeply, deeply unsatisfied with this product and will be looking at competing offers.”

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Posted 1 year ago

Hi Ryan, 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

“I have only had one claim with Pets Best and so far I'm not impressed. I submitted all the required documentation for reimbursement on October 29th, 2023 and it's nearly 30 days later and I have not been reimbursed. If this is the best they can do I'll go back to my previous provider. They paid within a few days of my claim.”

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Posted 1 year ago

Hi Sheila, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. 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

“They take forever to pay and have hidden out clauses to avoid paying for recurring charges. We have Nationwide for our other dog and they are way better. Don't bother.”

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Posted 1 year ago

Hi Joel, thanks for your time and feedback. Please note, that you can find your Policy Information including all policy exclusions under Documents and Forms in your account on our website. If you’d like, we’d also 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

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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