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

“Horrible claim review times only to misunderstand the diagnosis. No call backs.”

Posted 3 years ago

Hello Claire, thank you for your time and feedback. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention so we could review your concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. We apologize for any inconvenience this has caused and appreciate your patience. We hope you have a wonderful rest of your day. - PF

Posted 3 years ago

“Honestly this is the biggest scam - paying over 150 a month and hardly anything is covered. Worst insurance I’ve ever owned for a pets…what’s even the point.”

Helpful Report

Posted 3 years ago

Hello Michael, thank you for your time and feedback. We left you a voice message today. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can remove their wellness endorsement within 30 days of their renewal as long as there hasn’t been a claim filed since their renewal, by contacting our Customer Care Team. 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

“They cover nothing it’s a bit of a fraud”

Helpful Report

Posted 3 years ago

Hello Steven, thank you for your time and feedback. 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 co-pay and deductible selected by the Policyholder 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 the 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

“You guys never cover anything and even when you do it’s the bare minimum”

Helpful Report

Posted 3 years ago

Hello Aldana, thank you for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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. 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

“My claims sat in No Pay Land for 45 days…(the nice 1st rep we talked to had never seen this before) even though the Vet requested docs were sent within 24 hours to PB. I rescued my dog @ 6yo, had no way of knowing what if any issues existed. He had severe dental disease when we got to our vet during Covid, so severe that fur and food was getting stuck around the decayed roots and under the gums. He needed extensive intervention. Guess what? Not covered. “Owner has a responsibility to have pet evaluated in the 13 months prior to claim. Owner is responsible for preventative dental care”. I explained this to a representative prior to the Claim department massacre of the claim. That we rescued him…They also refused to cover a preop visit with blood work (he never had any that we know of in 6 years before he became our family member). Run. Don’t walk, away from Pets Best.”

Helpful Report

Posted 3 years ago

Hi Donna, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. Our BestWellness endorsement is the only place where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Under Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for there to be Periodontal Disease coverage. You can find your Declaration Page and policy information under Documents and Forms in your account on our website. Policyholders can add 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 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

“Still waiting to be paid out for a claim from 11/8. You guys have given me such a hard time. Employees don’t know what they are doing. Processing the claims incorrectly. Refuse to get me to a supervisor. Wanted me to appeal. I wrote to claims and they dismissed me sent me another appeal. Write to customer service. 3/16 someone From customer service called saying I wa correct and they will reimburse me for the claim but I haven’t gotten a penny yet. Very disappointed. It’s sad that I have to do somebody else’s job and they’re in the claims department.”

Helpful Report

Posted 3 years ago

Hi Mahasa, thanks for taking the time out of your busy schedule to speak with us today. If you ever have any other concerns, please don’t hesitate to reach out to us. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by 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 in the future and hope you have a great rest of your day. – PF

Posted 3 years ago

“I was completely dissatisfied with Pets Best ability to turn around my claim. This marks a change from the past when the service was prompt, as I've had your insurance for many years without a problem. There is simply no excuse to take 6 weeks, especially when your premiums are extremely high. I called up and did not receive a satisfactory answer, that staff were in "training". My friend had a pet visit for an emergency almost exactly at the same time as my pet and received reimbursement within a week from one of your competitors. I cannot and will not recommend this insurance to anyone.”

Helpful Report

Posted 3 years ago

Hi Wayne, thank you for sharing your thoughts as they are important to us. We’re sad to hear you will not recommend us anymore. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. 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 coverage and options to reduce your 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

“Benefits EOB issued 3/22/2022. As of 4/6/22, have not yet received check.”

Helpful Report

Posted 3 years ago

Hi Glenn, thanks for reaching out to us. When you receive your Explanation of Benefits from us, if it shows that you are to receive a reimbursement, the first page of the Explanation of Benefits will let you know if you have Direct Deposit on file with us or if you are to receive a claim check. If you have Direct Deposit on file with us, the Explanation of Benefits will advise you to allow 5 to 7 days for the reimbursement to show up in your bank via Direct Deposit. If you are to receive a claim check, you would need to allow 7 to 10 days for the mail to deliver it to your address on file. Please review the first page of your Explanation of Benefits as it will provide you with the information regarding how you are to receive your reimbursement if there is one showing on your Explanation of Benefits. 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

“Pets Best is the worst pet insurance ever. They will not let you change policies if you have a label claim in the past year and you will have to go through the waiting period all over again! The customer service is also terrible! Me and my two dogs do not feel valued and we will be taking our business elsewhere! We feel like a big fat check is going to their company!!! They also make it impossible to cancel your policy!!!”

Helpful Report

Posted 3 years ago

Hi Alexis, thanks for reaching out to us. We’re sad to hear you’re wanting to cancel your pet’s policy. 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

“PetsBest is slow in the claiming process and it tries to minimize the reimbursement to the pet owner as much as possible.”

Helpful Report

Posted 3 years ago

Hi Fang, thank you for sharing your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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. You can find your policy information and wellness schedule under Documents and Forms in your account on our website. 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

“Complete waste of money. The claim I submitted for my pup took over 6 weeks to complete and I received less than the money I have spent on payments. I have leftvreviews of Pets Best on seversl sites to warn people not to waste their money and to find a different insurance company that actually cares about peoples pets and not just making money.”

Helpful Report

Posted 3 years ago

Hi Danielle, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. When you receive your Explanation of Benefits for your Accident and Illness claim, if any of the processing went toward your Co-pay or Deductible, that means your 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 tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. Your policy premium is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. We’d be happy to go over your claim processing and coverage selections 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

“Cover very little. Extremely slow to pay. Would not buy it next time”

Helpful Report

Posted 3 years ago

Hi Bonnie, thank you for your thoughts as they are important to us. We are sad to hear that you would not get one of our policies next time. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. 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

“Overall, I am not very satisfied with the services provided. I have used other pet insurances prior and this has not held up to other companies. It takes a long time to process claims and they are not detailed in explanation.”

Helpful Report

Posted 3 years ago

Hello Joshua, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. We’d be happy to go over your claims Explanation of Benefits with you and answer any questions you have. 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

“They take forever paying and they give false information”

Helpful Report

Posted 3 years ago

Hello John, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. 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

“JUST BECAUSE MY DOG GOT HERT 1 DAY BEFORE HIS POLICY WAS IN EFECT, YOU REFUSED TO COVER HIS EXPENSES. WHAT WAS I TO LET HIM SUFFER FOR 2 DAYS ? BRUCE GENARDI NO.110310668 CLAIM NO. 4466639 AND 4513792”

Helpful Report

Posted 3 years ago

Hello Bruce, thank you for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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. 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

“I would not purchase insurance through this company again. They are cheap for a reason! Their claims take forever to process (I waited nearly 2 months for my very first and very simple claim) and they try to get out of covering expenses any way possible! I wish I had done more research and gone with Pumpkin who has fast claim processing and covers emergency visits super quickly which is important when you’re paying a large amount of money!”

Helpful Report

Posted 3 years ago

Hi Kristen, thanks for reaching out to us. We are sad to hear you would not purchase insurance through us again and that you wish you would have gone with another insurer. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. 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

“Unqualified specialists.”

Helpful Report

Posted 3 years ago

Hi Erika, thanks for your time and feedback. 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

“This is the worst insurance I have ever encountered. They happily take your money every month but when you need to submit a claim it take 3 months for them to tell you it’s not covered with every loophole they can find to not cover it. Then you will have to appeal every claim and they do nothing! Don’t waste your money!”

Helpful Report

Posted 3 years ago

Hello Jessica, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce 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 currently. Any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, 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. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, we require that the Policyholder submit an Appeal Form with substantiating documentation to us. We apologize for any inconvenience this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“I’m thinking about canceling or at least looking for insurance that actually reimburses for all my pups needs when he is sick. They reimbursed $32 of a $200 bill for a stomach (gastrointestinal) infection. They didn’t cover the vet prescribed vitamins. The vitamins prescribed for his stomach, after a gastrointestinal infection, were not covered. Wow. Waste of my money every month”

Helpful Report

Posted 3 years ago

Hi Dariel, thanks for your time and feedback. We’re sad to hear you’re thinking about canceling your pup’s policy. When you receive your Explanation of Benefits for your Accident and Illness claim, if any of the processing went toward your Co-pay or Deductible, that means your 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 tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. For a medication to have coverage, the condition must be coverable, the policy must have Take Home Prescriptions selected as a supplemental benefit, and the medication must be on our list of covered medications that you can find by logging into your account on our website under Documents and Forms. We’d be happy to go over your claims processing and coverage 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

“Other than your initial vet visit or a catastrophic event, they barely reimburse you for anything. Also make sure you don't go to the vet more than once a year. Even if it's 6 days before it would technically be a year they will deny your claim. They are in this to make money not to help you be a good pet owner.”

Helpful Report

Posted 3 years ago

Hello Brandon, 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. You can find the wellness schedule under Documents and Forms in your account on our website. To keep the additional premium for the wellness endorsements reasonable for our Policyholders, they 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. 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

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