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

“I love Pets Best except for how long it takes to process a claim. My dog has the same claim every month due to a health condition and every month it almost takes a month to process.”

Helpful Report

Posted 2 years ago

Hi Barbara, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Long waits for claims…doesn’t cover as much as I expected.”

Helpful Report

Posted 2 years ago

Hi Amy, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Declarations Page, Policy Information, and Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m.

Posted 2 years ago

“Misleading and lying about claim payments; it wasn't until I called when I signed up did I get a little more clarity. Details of the plan I have says 90% payout, 1k deductible and that's it. Very misleading”

Helpful Report

Posted 2 years ago

Hi Christopher, thanks 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 co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Declarations Page, Policy Information, and Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“For the most part I've really appreciated this insurance. But I just got denied coverage on annual vaccines, and had to paid out of pocket. It seems the issue is because I was a couple days before a full year was up. This was due to constraints between my vet's schedule and my own required travel for work. This seems pretty unfair just because of scheduling constraints that were literally a couple days off.”

Helpful Report

Posted 2 years ago

Hi Martha, thanks for your time and feedback. We’re glad to hear that for the most part you’ve really appreciated having our insurance. All of our policies renew on a policy year, not a calendar year. This means that if there’s a Wellness Endorsement on the policy, the Wellness Endorsement benefits schedule refreshes the morning of your renewal date, which is your anniversary date with us. All claims are processed off of the date of service on the invoice, which is the date that your pet was seen at the veterinarian. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Declarations Page and Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Had Petbest for at least 12 years or better. It has consistently gone up in price. Dont think there max for claim is enough when medical bills can exceed that one visit these days. This mostly pertains to my older dogs of cause.”

Helpful Report

Posted 2 years ago

Hi Ronald, thank you for your time and feedback. We’re happy to hear that you’ve been with us for 12 years or better. That’s a considerable amount of time, and we appreciate your loyalty. 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. You can review the options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. If you’d like, we’d be happy to go over your coverage concerns and the options to reduce your premium 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“I upgraded to this insurance because it had preventive care coverage. I expected to be covered by about 80% of the cost, however most of the costs were only paid at around 50%. It is better to get some back rather than nothing and still have accident coverage but I will need to re-evaluate the value of insuring a healthy and young dog.”

Helpful Report

Posted 2 years ago

Hi Barb, thanks for your time and feedback. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

Hi Barb, thanks for your time and feedback. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Very expensive as your dog gets older but comparable to other Pet insurances. A little slow on claims but MUCH better than they use to be.”

Helpful Report

Posted 2 years ago

Hi Mary, thank you for your time and feedback. We’re happy to hear that you feel that our premiums are comparable to other pet insurance companies, and that our claims processing time is MUCH better than it used to be. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. 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. You can review the options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. If you’d like, we’d be happy to go over the options to reduce your premium 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Took 3 weeks for my claim to get processed.”

Helpful Report

Posted 2 years ago

Hi Natalia, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“taking a really long time on my first claim. It was a basic wellness visit. I don’t really like your claim process and pry won’t renew.”

Helpful Report

Posted 2 years ago

Hi Mike, thanks for your time and feedback. We regret to hear they you probably won’t renew your pet’s policy. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“it takes far too long for claims to be reviewed”

Helpful Report

Posted 2 years ago

Hi Josie, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Customer service not very friendly nor efficient and take too long to reimbursement claims”

Helpful Report

Posted 2 years ago

Hi Juan Carlos, thanks for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I have no idea why you would send me a review before you processed ALL my claims and have not reimbursed me for the portion covered under our insurance agreement.”

Helpful Report

Posted 2 years ago

Hi Matthew, thanks for your time and feedback. Our reviews are sent out randomly. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. When we send out an Explanation of Benefits, if it shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“Pets Best is very slow to review claims and stubborn os making minor corrections”

Helpful Report

Posted 2 years ago

Hi David, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. These time frames start from the time we receive a legible itemized invoice showing the date of service, your pet’s name, all the services done for your pet, along with proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“Coverage is great, but the lead time to process claims is very long. It usually takes 2-3 weeks on average for payouts to occur. It would be great if there as some way to speed up lead time.”

Helpful Report

Posted 2 years ago

Hi David, thanks for your time and feedback. We’re glad to hear that you feel we offer great coverage. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I think all vaccinncations should be covered I just got an email saying nothing was covered on last claim”

Helpful Report

Posted 2 years ago

Hi Donna, thanks for your time and feedback. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“50:50 on experience. Filed two claims one got paid and one I’m still waiting for an appeal review because they decided to split my claim Into two and conveniently the most expensive part was deemed “wellness” and not covered even though the entire visit was for a sick pet… customer service people are not pleasant to deal with either.”

Helpful Report

Posted 2 years ago

Hi Shala, thanks for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. If you have any questions regarding the status of your appeal, you’re welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to you within 72 hours via email. Appeals are processed within 90 days currently. We thank you for your patience, and hope you have a good day. - PF

Posted 2 years ago

“I feel it takes to long to get the reimbursement. I filed a claim a few weeks ago and the EOB is posted, but no payment yet. It’s direct deposit, so I feel like it could me more timely.”

Helpful Report

Posted 2 years ago

Hi Staci, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. When we send out an Explanation of Benefits, if it shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“The one complaint is that with each claim I make or think of making requires the vet to send a full medical history for our dog. Is that really necessary? I was told in one instance that all potential claims needed to be called in the Pets Best for approval. That too makes no sense”

Helpful Report

Posted 2 years ago

Hi Jim, thanks for your time and feedback. When we receive an Accident and Illness claim we may need to establish the pet’s medical history or fill gaps in the pet’s existing medical history on file, so it's normal for us to request the pet’s medical records and veterinarian exam notes from all treating veterinarians for the time frame we require to process the claim. Unfortunately, we do not offer Pre-Authorizations. Pets Best regularly analyzes the services we offer our customers to make sure they are providing a best-in-class customer experience. Our claims pre-authorization service unfortunately did not meet our own internal standards and was creating customer confusion instead of clarity. We will continue to provide a great claims process to our customers, and are focused on offering customers better visibility on claims in that process. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a good day. - PF

Posted 2 years ago

“Reimbursement takes several weeks after submission and then another week after you receive the EOB. Don’t count on funds being deposited into a bank account for about a month after you submit the necessary documents. It will be even longer if you’re waiting for a check to be mailed.”

Helpful Report

Posted 2 years ago

Hi Christina, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. When we send out an Explanation of Benefits, if it shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“It takes a very long time for Pets Best to make a decision and send you reimbursement.”

Helpful Report

Posted 2 years ago

Hi Igor, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 86%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews