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

“While mostly reliable and fairly quick to receive reimbursement, I've had all 3 of my submittals for Librela, a monthly injection to help my senior dog with osteoarthritis, rejected as it was called 'routine' care. Once again I will have to call the 800 number to correct it. This is frustrating and should not be excused.”

Helpful Report

Posted 1 year ago

Hi C, thanks for your time and feedback. We understand your concerns about accuracy and coverage. 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction, and we look forward to hearing from you if we can be of further assistance. We hope you have a great rest of your day. - AS

Posted 1 year ago

“App hard to use sometimes , claims use to get process quickly, recently after renewal claims takes long time. And reimbursement feels like it’s less and less.”

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Posted 1 year ago

Hi Vivian, thank you for sharing your thoughts as they are important to us. We understand your concerns about the app functionality. Pets Best strives to provide a seamless experience. Please make sure you are on the newest version of the application. To help troubleshoot the concern, you may contact our Customer Care team to provide your device information and details about the issue so we can look into this. 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 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

“Do not understand where copay came in. Takes long time to process claims. I do like my pet coverage so far no penalty when it's chronic illness.”

Helpful Report

Posted 1 year ago

HiTeena, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage. 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

“Everything has been fine up till the last claim submission. I keep sending more info but never am told what’s missing.”

Helpful Report

Posted 1 year ago

Hi Michael, thanks for your time and feedback. We understand your concerns about claims-related communication. If you’d like, we’d be happy to go over your claim 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

“Lately, the time that it takes the claim to process has been significantly delayed. In addition, the reimbursement amount for each claim has been reduced or not covered.”

Helpful Report

Posted 1 year ago

Hi Jennifer, 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 get a claim refund. I always submit everything, well documented. I’ve been with petsbest for 2 years with a wellness plan added to an insurance plan. It takes forever to hear back! Very disappointing.”

Helpful Report

Posted 1 year ago

Hi Mary, 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

“They don't seem up cover alot of costs that are incurred when the pet is older such as medications and I V set ups.”

Helpful Report

Posted 1 year ago

Hi Nan, thanks for your time and feedback. We understand your concerns about coverage. 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

“Good coverage, but somewhat slow to reimburse compared to other insurance companies.”

Helpful Report

Posted 1 year ago

Hi Angela, 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

“Although it took a whole month for them to reimburse me, I ended up only paying 20% of the bill”

Helpful Report

Posted 1 year ago

Hi Craig, thank you for your time and feedback. 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 seems to take them extra time every time I have submitted a claim. I've submitted 5 claims through them, and every one has taken around 4-6 weeks on average, each time sending an email saying "sorry this is taking extra time." I don't know why it takes so consistently long, but definitely consider this if you plan on using them. I didn't have a choice when bundling with Progressive, and they really upped my coverage once out cat turned 10 (jumped up 20 dollars a month), so again something else for consideration.”

Helpful Report

Posted 1 year ago

Hi Alyssa, 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 understand your concern about affordable coverage. 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 can 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

“When I enrolled with Pets Best years ago.. I loved it. The monthly premium was reasonable and your claims were filled within 10 days or less. ...now Pets Beat has raised the price of their premium by 30 dollars or more with nothing being offered to to us.They take over 3 weeks to get your claim answered. Not the same pet insurance company I ravd about”

Helpful Report

Posted 1 year ago

Hi Denise, 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 understand your concern about affordable coverage. 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 can 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

“AT FIRST THEY DENIED A VALID CLAIM AND I HAD TO APPEAL. Reasonable rates but high deductible and co-pay”

Helpful Report

Posted 1 year ago

Hi Michael, 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

“I am currently still screening other companies. Seems there's always some reason somethings not covered.”

Helpful Report

Posted 1 year ago

Hi Diane, thanks for your time and feedback. We understand your concerns about coverage. 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

“A very difficult and unpleasant company to deal with”

Helpful Report

Posted 1 year ago

Hi David, 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. 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

“Vet visits are usually unexpected, sometimes there needs to be some lead way in the 14 day timeframe for the waiting period for new clients. This being said, let me see the process through and I'll update my review down the road. As of now being a new pet owner (for the 5th time) expenses are adding up!”

Helpful Report

Posted 1 year ago

Hi Cary, thanks for sharing your thoughts as they are important to us. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. If you have any questions regarding your claim(s) or coverage, we're 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

“The insurance is good. They need to put a lot of work to improve their mobile application.”

Helpful Report

Posted 1 year ago

Hi Carlos, thank you for sharing your thoughts as they are important to us. We understand your concerns about the app functionality. Pets Best strives to provide a seamless experience. Please make sure you are on the newest version of the application. To help troubleshoot the concern, you may contact our Customer Care team to provide your device information and details about the issue so we can look into this. 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 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

“This is my first experience with pet insurance, and so far I've only had one claim. That claim has been a rocky experience but was resolved in about 5 weeks. Before I begin, a disappointing thing to me is that Pets Best will not perform a review of medical records to determine pre-existing conditions (or to confirm you've sufficiently provided medical records) before your first claim. First off, I was not notified of missing documentation or that the medical records I submitted were missing anything. I was under the impression that things just took a while to process, but when I contacted support I was told what items were missing. So my claim was likely prolonged because there was not notice sent to me or status information to reflect the medical records being needed. I believe that after this first claim, things should go smoother because all of the medical records are on file now. My largest concern is that Pets Best denied my claim twice because they were overriding the veterinarian diagnosis to call the illness a different , unrelated pre-existing condition. I appealed twice and had my vet in contact with them on the last appeal. I don't think the claim would have gone through without the backing of my vet. Tldr: My claim took two appeals and vet backing to be approved. I predict future fights against denials based on unrelated pre-existing conditions to get claims covered.”

Helpful Report

Posted 1 year ago

Hi Jamie, 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 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

“Not sure why it takes so long to process claims. Not good”

Helpful Report

Posted 1 year ago

Hi Susan, 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 just signed up my puppy and submitted my first claims. Both wellness. They took over two weeks to process. I was not expecting it to take that long. I hope it’s not that long every time.”

Helpful Report

Posted 1 year ago

Hi Regan, 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

“Honestly I pay far too much to only get 5% back on a neutering”

Helpful Report

Posted 1 year ago

Hi Robin, 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