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

“It takes months to reciieve a claim payment and then they deny you on things I thought they cover, I have the wellness plan that I added on when I got this insurance and they deny a lot of prescriptions like heart worm , they paid for some but then stopped saying I received the most I could get”

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Posted 1 year ago

Hi Chris, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy would pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“So far I'm very unhappy with the transparency of the regulations of this insurance coverage. I completed the application process online and the confirmation page said my policy was ready to be used. My dog was having an issue so I called the vet and made an appointment within 2 days. My claim took almost 30 days to process. Also, my illness claim was not approved bc there was a 14 day hold period. When i was applying for the insurance it DID NOT STATE that anywhere. I will be calling customer service tomorrow to either cancel my plan or go to a lower monthly payment. It's such a waste of money for basically no coverage. SCAM”

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Posted 1 year ago

Hi Christine, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. We do recommend reviewing your policy coverage, you can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We hope you have a good day. - AS

Posted 1 year ago

“I feel like I'm paying more with the insurance than without it. You do not return even 50% of what was spent. I am not satisfied.”

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Posted 1 year ago

Hi Rosalba, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Took forever to get the claim approved. Called a million times and was told multiple times that the claim was fine and they needed no more information. Come to found out they did need stuff. All they needed to do was call the vet like they said after saying they couldn’t get ahold of them. On a joint call the vet answered on the second ring and sent the information immediately. Ridiculous I had to do the job for them.”

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Posted 1 year ago

Hi Juliana, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. 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 take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“My 6 month old puppy injured her leg while playing with another dog. In the veterinarian's notes it clearly stated the mechanism of injury. We did an x-ray with sedation to check for a bony injury. Luckily, it was just a soft tissue injury. Unfortunately, the x-ray did show some bilat hip dysplasia which may bother her later in life. The notes from the vet stated this was a subsequent finding. Pets Best denied the claim based on the subsequent diagnosis of hip dysplasia. I did appeal the claim which was a ridiculous amount of paper work and was eventually paid. In addition, it took 35 days and three phone calls from the time I submitted the original claim to find out that I was denied.”

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Posted 1 year ago

Hi Tiffany, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We're glad to hear your claim was adjudicated properly on appeal. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Nothing is covered. In the last three years I’ve carried pet insurance I’ve seen little paid out.”

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Posted 1 year ago

Hi Marie, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“What does this insurance cover? Any time I submit a claim it can take months to see any return. That's if they believe it is covered. They sky rocket my poor dog's premium because of his health and age. Why can't everything be covered like human health insurance and if not make sure you are faster with the claim's. All you do is send out the same repetitive letter saying "sorry for the delay". I am not paying you for a delay. Not just a few weeks of delays but months of delays. If you were paying the price I was you would be giving a one star.”

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Posted 1 year ago

Hi Erin, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Terrible experience!”

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Posted 1 year ago

Hi Deborah, thank you for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I recently switched to Pets Best from another pet insurance company and so far have been quite disappointed. My cat passed away in August at the animal ER and it’s been over 2 months since I’ve submitted my claim and I have yet to be reimbursed. They claim to have issues reaching my vets but my previous insurance company never had any issues. I chose Pets Best because they had no annual limit but they’re so much harder to work with that I might just have to switch back to my other pet insurance company.”

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Posted 1 year ago

Hi Sydney, thanks for your time and feedback. We’re so sorry to hear of the loss of your pet as we understand that losing a pet is like losing a family member. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Extremely long waiting time”

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Posted 1 year ago

Hi Di, 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 take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Ist time using this company and I am so sorry I went with PetsBest.. I am continually having to provide more and more info for you.. All I have submitted to you is what you asked for, now you want more info.. You have not reimbursed for a penny! If you want to cancel my policy for my two dogs.please do so and send me back my payment to you....which I paid in full for a year.. I have not the time for this ridiculous way you do business. Janet S. Geno Smith”

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Posted 1 year ago

Hi Janet, thank you for your time and feedback. We regret to hear that you want to cancel your pet's policy. If you’d like, we’d be happy to go over your concerns with you. To cancel your policy we'll need you to contact us either by phone or by chat, so we can access the policy and verify it with you on a recorded line. When you contact Customer Care, our Agent will go over all the information with you regarding the cancelation. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I have been waiting for a claim to be completed and paid. It has been over 34 days. I have called twice and am being told it isn't "completed" yet. And that now claims do take 45+ days to be paid!! That is unacceptable! I am very disappointed with Pets Best and will Never recommend this company to anyone in the future. Claims that I put in after this one particular claim were "completed" and paid! Maybe because this claim is for over $4,000 is the reason they are dragging their feet and looking for anything in the claim to not pay!!”

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Posted 1 year ago

Hi Janet, 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 take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“They take too long to review claims and try every way to not cover services.”

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Posted 1 year ago

Hi Heather, 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 take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“It took them a month to give me a response, in the end they only returned 52 dollars of almost 500 that I paid. I'm looking for something better. In addition, it has increased according to the state of Florida, which has increased. In short, they are a fraud.”

Helpful Report

Posted 1 year ago

Hi Luis, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“I’m absolutely disappointed I have no idea on how to submit a claim and I submitted a claim. I took out an extended wellness program on my Lexi only to find out. My first fat visit was $308 and I was reimbursed 55 I don’t understand, what about my wellness program that I pay extra for can someone please direct me because I am really not happy with my insurance after my first claim”

Helpful Report

Posted 1 year ago

Hi Rose, 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 would pay for that line item for your pet in a policy year. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d also be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Not worth it! Not cost affected. So I decided to become self insured.I am cancelling. Again, tge cost of premium plus deductible is more than what I received back.”

Helpful Report

Posted 1 year ago

Hi Robert, thank you for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“The benefits and pay back from using this service have me seriously second guessing why I even pay for pet insurance. I pay a good amount of money monthly to have wellness annuals provided for by insurance, yet when I file a claim for these said wellness visits they are covered fractionally if that by this insurance policy. Probably will drop my policy.”

Helpful Report

Posted 1 year ago

Hi Sarah, thank you for your time and feedback. 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. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Dear Petsbest Customer Support, I hope this message finds you well. I'm writing to share my recent experience with a pet insurance claim at Petsbest. I must honestly express that this has been my most challenging claims experience with any company, leaving me quite disheartened. Upon submitting what I thought would be a straightforward claim, I anticipated a smooth process. However, a week passed without any updates or a response to my email inquiry. The chat feature, unfortunately, was not helpful, constantly stating that reaching a representative was not possible. Communication has been a significant issue. A representative initially referred to an ongoing policy with Fetch, despite my canceling it the previous year. This created confusion and delays in the process. Moreover, I found myself repeatedly asking for the same documentation, even though I had already provided everything needed. This left me feeling frustrated and unsure about the status of my claim. During our first phone call, I discovered that my claim had not progressed for over two weeks. Additionally, I was informed that attempts had been made to contact me, which was surprising as I have always been accessible via calls and emails from your company. As someone with numerous commitments, my time is valuable. Experiencing such delays and confusion has been disheartening and disappointing. Initially, I had high hopes for a smooth experience, particularly for what I assumed would be a simple claim. Unfortunately, this experience fell far short of my expectations, significantly impacting my trust in Petsbest. Due to this frustrating encounter, I have rated my interaction with Petsbest at the lowest level. I believe it's crucial for prospective clients to be aware of the challenges I encountered, and I hope that this feedback will contribute to improvements in the service provided. I kindly request someone from Petsbest, especially the support manager Courtney Smith, to reach out and provide an understanding of my experience. A sincere acknowledgment of the difficulties faced and steps taken to prevent their recurrence would mean a lot and help restore my faith in Petsbest. I look forward to your response and hope for a more efficient and customer-centric experience moving forward. Sincerely, Jeremy V. Woods 3175884436”

Helpful Report

Posted 1 year ago

Hi Jeremy, thanks for sharing your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We’d be happy to go over your concerns with you, however, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. For the protection of your privacy, we also ask that you remove any personal identifying information from your review. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Premium continues to climb substantially each month and very little is paid out in return.”

Helpful Report

Posted 1 year ago

Hi Laurie, thank you for your time and feedback. Premium increases happen at your annual 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. If you’d like, we’d be happy to go over your options for reducing your premium. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Claims take a long time to be processed My pup had your insurance before I got her from the breeder I also had well care added The entire policy is $53 a month So far 2 claims were sent 2 days before the 14 day wait period and the other claims for the last puppy shot and rabies I won’t know for 42 days That how long a claim takes I may find a different company if I don’t get reimbursed for some of the charges”

Helpful Report

Posted 1 year 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. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

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

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