Pets Best Insurance Reviews

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

4.3 Rating 28,955 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,955 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I would give them zero stars if that was an option. This company males it clear that they are in the business of taking your money and doing what they can to not reimburse. They close claims within 2 weeks. After making many complaints I was finally able to speak wth a supervisor so told me that they will only call a veterinarian once and will only email for requested information once. What they would not admit but my veterinarian told me was her expirience with this company and my claims, is that they did not return her calls. The supervisor (rochelle) told me tha claims are closed 8 days after the 1st attempt to contact the veterinarian. If you want your claim reopened, they you have to gather anything they need because they will not make any other attempts. I was lied to by Rochelle who said she would call my veterinarian again. Claims get denied because for the excuse of "healthy pet." Why would I take a healthy dog to the vet?!?! I don't waste money on the wellness plan because unless you get a spay/neuter and a dental in the same year, as well as use every other service that they partially cover under the wellness plan, then you always lose money. So any claims I make are for illness or injuries. They claim dogs are healthy and deny legitimate claims. The only positive thing about this company are that the people who answer the phones are very nice. The supervisor who I spoke with and the people who deal with the claims, make this company not worth wasting your time and money on. I do not recommend this insu company. Several years ago they were much better. They seem to have changed about two years ago and have significantly declined.”

Helpful Report

Posted 6 years ago

Hi Liana, we understand your concern. We are diligent in trying to obtain medical records and reach out to the practicing vet and our members several times. We do not close claims until they have been inactive for at least 6 weeks. We apologize about the delay. Your claim and your pet are important to us. This isn't normal for our company to take this long, and I promise it is not intentional. We have experienced an overwhelming amount of growth in our business that was not expected and are currently processing more claims than we could have ever anticipated. I understand this is not your fault, but we are working really hard to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“I gave a very poor rating due to their lack of communication during their time of processing my claim. I had to go through an appeal process, which lasted another 60 days on top of the claims processing time of 30 days. A simple line of communication with their claims team would have avoided the appeal process. Their operators are not knowledgeable or helpful when you run into issues, and their supervisors aren't much better. You have no open communication with their claims reps and you receive no updates. Communication at Pet's Best is the worst. I would not recommend this company to any of my Pet Parent friends. They will pay your claim eventually, but you better be ready to wait and fight for your reimbursement.”

Helpful Report

Posted 6 years ago

Hi Suzanne, thank you for your review. Yes, appeals require further review and can take 60-90 days to process. We see the appeal was overturned and the claims were reimbursed. Please let us know if you have questions or concerns.

Posted 5 years ago

“Pets best charged a lot of money each month, and conveniently denies claims time and time again. This insurance is the biggest ripoff ever!! Don’t get sucked in!”

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Posted 6 years ago

Hi Natalie, our records show your claims were all processed in your favor. Please contact us to clarify any confusion regarding payment. Have a good day.

Posted 5 years ago

“Claiming that symptoms were already there prior to having pet insurance. Prior symptoms were from a food allergy and would not cover the outdoor allergy prevention shot.”

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Posted 6 years ago

Hi Kyle, the claim was processed with medical records from your vet, which indicate the condition was present prior to coverage. If you disagree, you are welcome to file an appeal with supporting documents.

Posted 5 years ago

“I am greatly disappointed with Pets Best. They have used excuses of “preexisting conditions” to not pay claims for my dog that are brand new issues. She was diagnosed with a methicillin resistant skin infection and they changed the diagnosis to “undetermined dermatopathy” which is considered a preexisting condition, even though this was a brand new issue that started several months after I adopted her. Furthermore, the explanation of benefits doesn’t even say (or it’s hidden in the small print where non-insurance people are unable to find it) why they are denying a claim, other than “preexisting condition” so you have to contact them and figure out why. Then they treat you like you are trying to defraud them and point you to their terms and conditions where they don’t cover preexisting conditions. They are NOT nice or understanding about a claim like this (my dog also started having symptoms of IBD a few months after we adopted her and they claim that is a preexisting condition also, so they won’t cover anything related to that diagnosis either which was almost $3K). They act like I should never have wasted their time with the claim when how was I supposed to know and memorize all the preexisting conditions, even though it wasn’t existing when I first got her?!?! The customer service is terrible, the people I have had direct contact with are condescending, impolite, and frankly rude. I’m just trying to take care of my dog and not go broke doing so. I will definitely be cancelling my policy at the end of one year and going with Healthy Paws. I know they’re not going to cover the preexisting conditions either, but I’m looking for better customer service because you guys suck and I’m not even kidding. I hope your company gets shut down and you all lose your jobs.”

Helpful Report

Posted 6 years ago

Hi Gillian, claims are processed with medical records and notes from the practicing vet. In your case, the vet indicated the claimed condition was present since adoption of the pet which was well prior to enrollment in the policy. If you disagree with the vet's findings, you are welcome to file an appeal with supporting documents. Have a good day.

Posted 5 years ago

“Seems like they want to come up with an excuse for every claim I submit so they dont have to pay out.”

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Posted 6 years ago

Hi Sarah, claims are processed with information from your vet's medical records. If you disagree with the claim decision reached with your vet, you may file an appeal with supporting documents.

Posted 6 years ago

“I submitted a simple wellness claim for my dog's vaccinations, heartworm test and prevention, and flea & tick prevention. It has taken well iver the 5 days they claim and their representatuves even told me that it is odd to take so long because wellness claims typicall take 2 days to process. I submitted the claim on May 11th and it is now May 24th. Theu sent me an email saying that they direct deposited the money but, depending on my bank's policy, this may take 5-7 days to go through. I contacted my bank and they told me that the direct deposit should go through immediately. A little background on what I have been going through. When I submitted the claim I submitted it as routine. The claims department took it upon themselves to change the claim to an illness claim for a pre-existing ophthalmic condition. I in no way made a claim for this ophthalmic condition and even contacted them to let them know that on the invoice it shows she was seen for this pre-existing condition but that was not what I was claiming I was simply claiming her routine care pruor to them changing the claim, again they took it upon themselves to alter the claim without notifying me nor getting my consent. They also claim that the ophthalmic condition is undiagnosed which is untrue. I gave them the diagnosis upon applying for the insurance. I got the top tier plan. This is how they treat the customers that pay for the best coverage!!! This is absurd. I feel they claim the opthalmic condition as undiagnosed so that, in the future, if she becomes ill and the illness has an ophthalmic symptom, they can try to claim the illness as pre-existing. She is in great health she simply has an eye problem that is already diagnksed and not telated to any illness. That is a big red flag for me. Anyway, they have not fulfilled their contractual agreement and used misleading and deceptive marketing practices to entice consumers into paying for their services. This is unethical. I am a disbaled veteran living on a fixed income. This has caused me great grief as I have not been able to buy groceries and my fridge and cupboards have been bare for a few days now. If I had known that the claim was going to take so long I could have split the vet visit to getting her vaccinations one month and preventions the following thus being able to have money for groceries for the month. On top of that they send me an email saying they made a direct deposit which is completely untrue. I contacted my bank about their direct deposit details for the amount they allegedly deposited into my account and my bank told me the direct deposit should have been immediate. This was a blattant lie on their behalf to buy themselves more time. I am extremely livid and disappointed with this company. I will be cancelling and going to another company. This is completely insane.”

Helpful Report

Posted 6 years ago

Hi Paul, we are sorry for the confusion. The claim for wellness was processed and reimbursed to your direct deposit account. If you have not received it, please contact your bank. We are sorry to hear you are cancelling your policy and wish you the best.

Posted 6 years ago

“I pay $98 a month for them to cover $45 of a $770 bill. They find an excuse not to pay for my pet’s issue by labeling it “pre-existing” even though diagnosis has changed”

Helpful Report

Posted 6 years ago

Hi Shannon, your claim included more than just wellness services. The total for the lameness was $598.28 which was for a condition that pre-dates the policy per your vet's medical records. The $45 is what you had left to be reimbursed on the wellness plans as the rest of the benefits have been maxed for the year. Please contact our team directly to discuss in detail for better understanding. Have a good day.

Posted 6 years ago

“This last claim was a nightmare I waited 29 days to process. All documents were attached when the claim was filed and i spoke to at least6 different people including 2 supervisors during this time. I got a different explanation from every one if them. I am extremely disappointed in the handling of this claim and am inclined to go elsewhere for Gabby. This was an unacceptable experience when your testimonial says 7 to 10 days and guarantees a fast turn around.”

Helpful Report

Posted 6 years ago

Hi Angela, we apologize for the delay on your claim. We appreciate your patience. Some claims may require additional review for accuracy.

Posted 6 years ago

“Pets Best does not respond in a timely manner to request for information on claims. Problems with submitted documentation are often not disclosed for several days, delaying the care of the pet.”

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Posted 6 years ago

Hi Ethan, we received your pre-authorization on April 8th, 2019 and within 24 hours we allowed it and contacted you by phone on April 9th, 2019 to advise in addition to the email response. We left you a voicemail. Please let us know if there is some confusion in this matter.

Posted 6 years ago

“Worst company to ever have your pets under. They won’t cover most of what you pay for. Worst decision was picking this company to insure my pet under.”

Helpful Report

Posted 6 years ago

Hi Morgan, we are sorry to hear you are dissatisfied with our company. The pet insurance industry does not cover pre-existing conditions. In order to accurately process claims, we request medical records from your veterinarian. If you disagree with the claim decision reached with these records, you are welcome to file an appeal with supporting documents.

Posted 6 years ago

“Very happy with the service”

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Posted 6 years ago

Thank you for your review.

Posted 5 years ago

“Watch fine print in wellness payout- ends up not covering all it says”

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Posted 6 years ago

Hi Tammy, we apologize for the misunderstanding. Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits. We appreciate your feedback and will work hard to make sure this information is clearer upon online enrollment. Have a good day.

Posted 6 years ago

“Done nothing for me yet I paid cash ,paid vet bill and paid for insurance that couldn’t help”

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Posted 6 years ago

Hi Ruben, the claims you filed were for an illness service date prior to the policy enrollment date. Vet visits that occur prior to coverage will not be covered. Your wellness claims were processed and paid out per your policy. Let us know if you have other questions!

Posted 6 years ago

“Last year with you all”

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Posted 6 years ago

Hi Erstena, we are sorry to hear you will be cancelling your policy. Please contact us so we can better assist you in offering the best policy for your budget and a better customer experience. Have a good day!

Posted 6 years ago

Pets Best Insurance is rated 4.3 based on 28,955 reviews