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

“They’re expensive and support very few claims. The product is designed to disqualify most claims. Plus their process time 1-2 weeks) is long for payouts but very short (1-2 days) when disqualifying claims. I would go to another company.”

Helpful Report

Posted 1 year ago

Hi Anudeep, thank you for your time and feedback. 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. 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. 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

“Price has gone up for my dog about $40 plus the cost of medication. Getting a refund also take a really long time for a medication that is ordered several times monthly”

Helpful Report

Posted 1 year ago

Hi Jovan, 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

“Took over a month to process one claim while two are still pending. All were submitted at the same time and one even earlier with no answer still. I also was not contacted in regards to this in any matter.”

Helpful Report

Posted 1 year ago

Hi Kaja, 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

“Today marks 4 weeks since I heard about a claim I submitted. It sucks to wait this long with no sense of knowing if I’m even getting reimbursed. The lack of communication is not it /: I will wait and see if I hear anything soon”

Helpful Report

Posted 1 year ago

Hi Valeria, thanks for your time and feedback. Pets Best is continually focused on enhancing efficiency and reducing the time it takes to process claims. Please check your emails for your Explanation of Benefits, as our records indicate your claim has already finished processing. We apologize for the delay and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 1 year ago

“Not a fan. Takes forever to process a claim. Never seems to cover anything we are charged for. We are switching at renewal.”

Helpful Report

Posted 1 year ago

Hi Nancy, 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

“Really not feeling like value is being delivered. Now seeing a 50% increase in premium each year for both of my dogs. At the same time response rate has fallen to weeks instead of days. Seriously considering switching to Lemonade.”

Helpful Report

Posted 1 year ago

Hi Gordon, 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

“Honestly, it is impossible to get ahold of any representatives. There is also no visibility into why my rate keeps increasing. I feel like they rarely cover anything submitted and I think you would honestly save money if you just create a separate savings account to set money aside for any pet emergencies. I finally gave up on arguing certain claims because they just never reply.”

Helpful Report

Posted 1 year ago

Hi Caleb, thank you 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. 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 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

“We submitted our first claim in years. Immediately, Pets Best raised our annual rate.”

Helpful Report

Posted 1 year ago

Hi Heather, thank you for your time and feedback. 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 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

“It takes forever to process a claim. Beware that they do not start their insurance year in January as a normal institution would, they start it when your policy renews. For the premiums I pay I feel like I’m not getting the best deal. I have been looking elsewhere for pet insurance.”

Helpful Report

Posted 1 year ago

Hi Caryn, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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

“Taking awhile to get reimsursement. Its more than 30 days since I submitted my claims.”

Helpful Report

Posted 1 year ago

Hi Sheralyn, 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

“Takes way too long to reimburse for claims. First claim was 42 days, second claim was 28 days.”

Helpful Report

Posted 1 year ago

Hi Kaoleb, 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

“There is not an option where paying for "wellness" charges makes financial sense. I maxed out for my almost 2-year-old for the calendar year. That I get. It renews in the Spring. But, to max out on the brand new rescue? Waste of money.”

Helpful Report

Posted 1 year ago

Hi Heather, 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 copay. 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

“I am very unhappy with the level of service I received on a recent claim. The documents I uploaded were not visible to a representative with whom I spoke on the phone. There was a slow resolution to the claim. I am looking for other coverage for my pets at this time.”

Helpful Report

Posted 1 year ago

Hi Patricia, 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

“Not enough reimbursement for the vet bills the coverage costs 50$ a month and you covered 90$ for every 500$ spent at the vet how is that helping anyone if I ever get another dog I will never pay for pet insurance. I’d be better off putting the 50 away for these big bills”

Helpful Report

Posted 1 year ago

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

“Claim to longer to process than it should have. More importantly, applying coinsurance before deductible was a surprise to me. Human health insurance claims are processed deductible first. The way Pet's Best processes is a disadvantage to the policyholder. In my, case it was about 30 % . I'll keep this in mind as I shop for a new pet insurance carrier.”

Helpful Report

Posted 1 year ago

Hi David, 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. It is written into our underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Coinsurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is that on an eligible Accident and Illness claim, we apply the Coinsurance 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 Coinsurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. 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 don't like that i get a different person each time i call and have to start all over explaining the claims”

Helpful Report

Posted 1 year ago

Hi Dustin, thanks for sharing your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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

“1. They're phone representatives are very polite and definitely try and help. 2. Their online is very easy to submit claims but, some of their verifying questions are too, one way of another. Sometimes a claim could be part of wellness as well as part illness. Not always cut and dry. They don't allow for this. 3. The wait time for reimbursement is much too long! 20 to 40 days is totally unexceptable and very unprofessional. 4. They seem to have several and frequent excuses as to things not being covered in claims. They want their premiums paid on time, but they like to wheel and deal on what they payout for reimbursement. 5. Given my circumstances, starting with them and having it be about a year into using this company, I'll probably stay with them for this dog, but I will not in the future put my next dog or dogs onto their plan, unless I see some positive changes for the better in the way this company operates.”

Helpful Report

Posted 1 year ago

Hi Joan, thank you for your time and feedback. We're happy to know you've had a positive customer service experience. Please note, you may submit a claim that includes both wellness and illness under the appropriate illness and we will separate the wellness items on our end. We apologize for any confusion. 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

“It takes way too long to pay a claim. It’s been a month and I have still yet to be paid. On top of that, what you are covering is nothing at all. I’d be better off putting the money I spend on your insurance every month into a savings account and just use that for pet visits. I’d save money at this rate.”

Helpful Report

Posted 1 year ago

Hi Matthew, 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. 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

“Not happy. My dog has perpetual soft stool diarrhea. The vet's recommendation was to test for allergies which was done via blood test. Results showed he is allergic to many things including certain foods which we can now avoid. He is doing better as a result. PetsBest will provide no reimbursement. I'll likely switch to better insurance to cover diagnostic tests when called for.”

Helpful Report

Posted 1 year ago

Hi Gerald, thanks 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. 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

“Wellness is a joke!! Doesn't even cover a wellness visit and no vaccines? $2400.00 a year for what? Not sure I'm going to keep my policy doesn't seem worth it.”

Helpful Report

Posted 1 year ago

Hi Gregory, 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

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