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

“My claim has been paid incorrectly…Pets Best is denying benefits as they say these charges were “previously paid”…which is wrong. When I called…received a recording everyone is “in a meeting”, no online contact available & Email is not a way to communicate with them. Their app is useless too…all it give me is a picture of my pet & a list of underwriters. Why would anyone need that info? No claim status on the app. I won’t be renewing this useless policy.”

Helpful Report

Posted 3 years ago

Hello Susan, thank you for reaching out to us. We are sad to hear you’re planning on not renewing your pet’s 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. 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. Policyholders can change or remove their wellness endorsement prior to their renewal buy logging into their account on our website and clicking on the Benefits Button underneath their pet’s picture, or by contacting Customer Care within 30 days of their renewal date as long as there have been no claims filed since their renewal. 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

“Does not reimburse as much of the billed statement as expected and would likely be more cost effective for us to pay out of pocket without an insurance policy. As such, we are considering not renewing our policy at the end of the year.”

Helpful Report

Posted 3 years ago

Hi Amee, thanks for reaching out to us. We’re sad to hear you are considering not renewing your pet’s policy. Policyholders can add one of our wellness endorsements to their pet’s Accident and Illness policy for an additional premium. 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 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 the wellness schedule under Documents and Forms in your account on our website. You can remove the wellness endorsement just prior to your renewal date with us for the effective date of your renewal if you’re not finding it to be beneficial to you. 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 talking 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

“not worth investment”

Helpful Report

Posted 3 years ago

Hi Lloyd, thanks for your time and feedback. 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. Policyholders can add one of our wellness endorsements to their pet’s Accident and Illness policy for an additional premium. 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 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 the wellness schedule under Documents and Forms in your account on our website. 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. 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

“Took way too long to review claim. Can’t find info on remaining deductible on website.”

Helpful Report

Posted 3 years ago

Hi Wendy, 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 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. You can find where you’re at in meeting the deductible on the website by logging in, clicking on “Benefits” under your pet’s name, and then the “Details” hyperlink next to your deductible. We hope this helps and that you have a great rest of your day. – PF

Posted 3 years ago

“Anyone looking for a wellness plan I suggest you look elsewhere. Our Vet recommends check ups twice a year. Petsbest barely covers any of the cost of things as simple as bloodwork and flea and tick medications From an emergency perspective can't comment as qe have been lucky enough to not need it”

Helpful Report

Posted 3 years ago

Hi Mariluz, thanks for your time and feedback. Policyholders can add one of our wellness endorsements to their pet’s Accident and Illness policy for an additional premium. 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 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 the wellness schedule under Documents and Forms in your account on our website. 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any confusion this may have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Lousy customer service and l poor communication! Also does not show any emotions to animals all business and more business”

Helpful Report

Posted 3 years ago

Hi David, thank you for sharing your thoughts as they are important to us. We called and left you a voice message today. It sounds like you haven’t had a good experience with us. We continually strive to deliver best customer care experience and apologize if the experience you encountered fell short of that. We would be happy to review your concerns with you further. 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 talking 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

“Very difficult to get a hold of anyone. Claims get denied and no one (when finally able to get a hold of someone) can provide insight. Frustrating company to deal with.”

Helpful Report

Posted 3 years ago

Hi Samuel, thanks for reaching out to us. We attempted to call you tonight to go over your claims. 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any inconvenience and hope you have a great rest of your day. – PF

Posted 3 years ago

“If your pet has a pre-existing condition, they will try to tie every claim you submit to that pre-existing condition to prevent having to pay it. I am currently looking for other insurance for my pet.”

Helpful Report

Posted 3 years ago

Hi Tina, thanks for your time and feedback. We’re sad to hear you’re looking for other insurance for your pet. 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. We would be happy to go over your claims processing concerns with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We apologize for any confusion this might have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“I had 2 documents that is still pending up to now. I’m so frustrated for this long wait. I pay my dues on time i hope you guys do the same.”

Helpful Report

Posted 3 years ago

Hi Maria, thanks for 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 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claims processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I love this company and appreciate them helping me take care of my dogs. I am disappointed in their service. They are trying to hard to automate every part of the process and the service has suffered because of it. It is much slower than when I first joined them. I understand they are having growing pains so I still recommend the,”

Helpful Report

Posted 3 years ago

Hi Benjamin, we are very happy that you love and appreciate us, and we appreciate all your 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 35 days and within 20 days for wellness claims. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“They are slow to pay me back, I would find another company if I were you.”

Helpful Report

Posted 3 years ago

Hi Carla, 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 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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

“Turn around time for claims is too slow!!”

Helpful Report

Posted 3 years ago

Hi Denise, 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 currently processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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

“to long to process claims”

Helpful Report

Posted 3 years ago

Hi Steven, thanks for your 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 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. 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

“Pets Best takes to long to reimburse submitted claims. 38 days. Unacceptable IMO.”

Helpful Report

Posted 3 years ago

Hi Mike, 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 currently processed within 35 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Significantly more expensive than competitors (e.g. - Lemonade), and increased monthly premium ~8.5% year over year without notice. When I called about this and asked if price could be reduced, I was told rates are locked in an unable to be changed. Since pet insurance companies do not cover pre-existing conditions (which are not clearly defined at all), I feel locked in / unable to change companies. Do not work with this exploitative company.”

Helpful Report

Posted 3 years ago

Hi Bryan, thank you for sharing your thoughts as they are important to us. 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 www.petsbest.com using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your coverage options 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 talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We hope you have a great rest of your day. - PF

Posted 3 years ago

“The coverage did cover much of what I needed.”

Helpful Report

Posted 3 years ago

Hello Deangela, thank you for reaching out to us. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of all your pet’s 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 apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“I submitted a claim and haven't heard from you”

Helpful Report

Posted 3 years ago

Hi Jessica, 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 39-45 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Takes way too long to process claims.”

Helpful Report

Posted 3 years ago

Hi Robert, 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 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Once again this company used to be very fair and honest (several years back) but now is a total ripoff!! Our dog just had his "once a year" physical exam by our Vet. Pets Best refunded us $18.50 of the $50 maximum they are supposed to reimburse. they say they allready paid us once before during this contract year for his wellness exam. I researched our past claims and found that they did in fact refund us last Aug 2021 for $31.50 for what "they call the other half of the $50 max they reimburse for a wellness exam." When in fact....the prior so called wellness exam they refer to was in fact NOT a wellness exam but an office visit that was for a dental cleaning appointment and NOT his annual doctor's visit for his yearly "physical exam" by our Vet. This is just one example since we've been with Pets Best of how thay twist and turn the contract wording and explainations to rip people off. We pay over $850 a year to Pets Best and have received very little in return for our dog over the past couple of years. Each time have I spoken to them about a problem in the past they always have the canned corporate explaination ready in hand to defend their actions. I must say they seem to do everything thay can to ensure their customers get only the minimul margin of what they pay in for the so called "outstanding service" they supposedly provide. This review will be shared on every platform I have access to. Pet's Best insurance should be added to the list of other automotive and home owners insurance companys that also are blindly ripping off the American consumer.”

Helpful Report

Posted 3 years ago

Hello Catherine, 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. An exam for a Dental Cleaning would be processed toward the Wellness policy as Dental Cleanings are a direct exclusion of the Accident and Illness policy. We would be happy to go over your claims processing concerns with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“The reason for such a low rating is due to the fact that it takes them FOREVER to process claims. My dog’s premium went up almost $30 a month and yet the company still takes almost 2 months to process claims. I think that’s horrible. Other that that, I have no complaints. They really need to do something about the long process times.”

Helpful Report

Posted 3 years ago

Hi Veronica, thank you for sharing your thoughts as they are important to us. 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. 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 39-45 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful 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 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