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

“Very slow at reimbursing, at least 30 days. Lots of denials, with many different reasons.”

Posted 1 year ago

Hi Laurie, 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 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. 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 and clicking on the blue chat 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 1 year ago

“Presently taking WAY too long to adjudicate claims This is unacceptable”

Helpful Report

Posted 1 year ago

Hi James, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. We hope you have a good day. – PF

Posted 1 year ago

“This was the first time it took 4 weeks to get my claim paid. The claim was only for about $400 and was a Wellness check and ear infection claim. It wasn’t a major amount of money or something that should’ve taken a month to approve. The other part that was not up to expectation was when I called all they could tell me was it was in process and they couldn’t tell me why it was delayed or how much longer it would be. I’m a little bit concerned that if I do have a large claim, how long it will take them to pay it and communicate what the hold up is.”

Helpful Report

Posted 1 year ago

Hi Kasey, 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 15 days to be completed. However, more complex cases take up to 42 days currently. If there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. We hope you have a good day. – PF

Posted 1 year ago

“I don't think I'm getting my money's worth. I do get money back on services, but it's definitely cost me way more to have the insurance. I guess it's like any insurance plan that way.”

Helpful Report

Posted 1 year ago

Hi Mike, 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 towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“Expensive for levels of service offered. Also, slow on processing claims. This is surprising as the company never delays with withdrawing the monthly premiums from your account. Finally, the company has a tendency to second guess you and your vet, and will often request additional information directly from the vet's office and will use the receipt of information from the vet as an excise not to process your claim.”

Helpful Report

Posted 1 year ago

Hi Tonya, thanks for sharing your thoughts as they are important to us. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. 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 available option is to chat with an agent by logging into our website and clicking on the blue chat 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 1 year ago

“Not only did they take almost 3 months to approve my claim for my dogs cancer removal, which at first they denied since they didnt get a response from our veterinarian even though both vets responded with the appropriate information neccessary to complete to my claim. Then it took multiple phone calls with their customer service for anything to get done. I will give it to their customer service agents, they were respectful and helpful. The behind the scenes people working at this company, terrible. The 2 stars i gave them was generous. It should be 1 star. Dont expect anything to get done quickly with this company and expect to go through hell to get your money back. This is why its called insurance for instances like this.”

Helpful Report

Posted 1 year ago

Hi Robert, thanks for your time and feedback. We’re glad to hear you feel our customer service agents were respectful and helpful. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. When we receive an Accident and Illness claim, we may need to establish the pet’s medical history, so it is normal for us to request all the pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Each pet’s medical history is unique, so sometimes we need to find out when the pet was obtained, and acquire the names of all treating veterinarians to determine if we have all the medical records that exist for the pet during the required time frame. If we don’t receive all the pet’s medical records in a timely manner, we close the claim until we receive the required medical records. Once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim(s) to it for processing. Resubmit claims processing time is based off the date we are able to open a new resubmit claim with the required information, as they are processed within 30 days from that date currently. We apologize for any inconvenience and frustration this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your claim processing 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 chat 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 1 year ago

“We are at the point of possibly dropping this pet insurance due to the waste of time we have experienced with a couple recent claims. Our dog was recently neutered and had a dew claw that was growing back removed. Pets Best only covered $150. The second claim was due to the stitches coming out prematurely. This was a $600+ bill and Pets Best refused to cover any of this cost claiming it was not covered within the terms. We have the top level of coverage for our dog, but it has become a waste of our time knowing that we will receive a pittance for their service. On top of this, it took well over a month to be told that they wouldn't be covering anything. VERY FRUSTRATING!!!”

Helpful Report

Posted 1 year ago

Hi Eric, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim processing 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“Ive had this insurance for a year; I purchased the policy that included everything and have been reimbursed for less than 50% (if that) of the cost of the policy. The denial response is pre existing condition. Even for his annual wellness visit; because it was 2 weeks before the end of the year! Am I supposed wait until my dogs vaccines expire in order to get a reimbursement? Pets Best is not the best for me!”

Helpful Report

Posted 1 year ago

Hi Deborah, 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. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. Unfortunately, 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. The 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. You can find your Policy Information and Wellness Schedule under Documents and Forms in your account on our website. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, 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. Another available option is to chat with an by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“So so so so slow. 22days”

Helpful Report

Posted 1 year ago

Hi Jiasheng, 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 15 days to be completed. However, more complex cases take up to 42 days currently. If there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. 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 the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 1 year ago

“Very disappointed in the coverage. Reimbursement seemed skimpy compared to expectations. My expenses were for illness and included blood tests and x-rays, plus exams, etc., -- all valid expenses. This insurance is not worth the cost of the premiums.”

Helpful Report

Posted 1 year ago

Hi Joan, 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 towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. If you’d like, 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. 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 and clicking on the blue chat 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 1 year ago

“Took way too long for my claims to be processed. Over a month. Ridiculous. Trupanion May be more expensive but many times they pay your vet directly!”

Helpful Report

Posted 1 year ago

Hi Beth, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. We also offer a Vet Direct Pay option, where once the services are rendered the Policyholder can submit the Veterinarian Reimbursement Release Form along with the itemized invoice to us as a claim for processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder, and we don’t have a list of Veterinarians who are willing to sign the form. The form is not a guarantee of benefit as we can’t guarantee specific claims outcomes, or the payment of a claim, until all information has been received and review. There is still claim processing time involved of up to 42 days currently, so the Veterinarian must be willing to accept a delay in reimbursement, if the condition is coverable. Policyholders can find their Veterinarian Reimbursement Release Form under Documents and Forms in their 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. – PF

Posted 1 year ago

“They claim to help you with helping to pay out claims to cover animal visits. I received $1.10 on a claim for a sick visit on my pet”

Helpful Report

Posted 1 year ago

Hi David, thanks for your time and feedback. We hope your pet is feeling better. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“It takes forever for claims to be reviewed and receive reimbursement. It’s unclear what’s covered and what isn’t.”

Helpful Report

Posted 1 year ago

Hi Anthony, 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 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of benefits 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 thank you for your patience. 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 chat 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 1 year ago

“It took way too long to review my claim. Then they covered way less than expected”

Helpful Report

Posted 1 year ago

Hi Jerilynn, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. Understand, 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 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. 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 chat 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 1 year ago

“Not what it’s made out to be. Not getting bills paid liek I thought I would. Unsure if I am going to keep it.”

Helpful Report

Posted 1 year ago

Hi Michelle, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. Understand, 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 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. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. 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 chat 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 1 year ago

“Takes way too long for payment”

Helpful Report

Posted 1 year ago

Hi Cecile, 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 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of benefits 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 thank you for your patience. We hope you have a good day. – PF

Posted 1 year ago

“Good luck getting anything covered!”

Helpful Report

Posted 1 year ago

Hi James, 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 towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. 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 chat 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 1 year ago

“Claims take a really long time to process. They can take up to six weeks One of my claims was denied because they didn’t read the doctor’s notes from the visit.”

Helpful Report

Posted 1 year ago

Hi Rachel, 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 15 days to be completed. However, more complex cases 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, 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“I thought my policy would pay 70-80% of the total but now I know there're ways to rule out many expanses. I will be shopping for new provider.”

Helpful Report

Posted 1 year ago

Hi Ginger, thanks for your time and feedback. We regret to hear you’ll be shopping for a new provider. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. 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 chat 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 1 year ago

“Expensive. Very poor claims processing times.”

Helpful Report

Posted 1 year ago

Hi Sandy, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. If you’d like, we’d be happy to go over the ways to reduce the 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 and clicking on the blue chat 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 1 year ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

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