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

“Thank you for being there when needed. I submitted a claim that took over a month to complete and I previously it only took a few days.”

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Posted 1 year ago

Hi Geoff, thanks for sharing your thoughts as they are important to us. We're glad we could be there during a time of need. 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

“The limited coverage on wellness services is frustrating. I paid over $500 for my dog to get neutered and I was only given back $200. I pay for the insurance to know my fur babies are covered no matter what so I just wish there was more coverage.”

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Posted 1 year ago

Hi Caelyn, thanks for sharing your thoughts as they are important to us. 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 full 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

“First time using the policy for just a regular wellness check left me dissatisfied due to the 50% reimbursement. No clear explanation for why. Simply saving my monthly premium to pay for the check up would have net the same out of pocket expense.”

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Posted 1 year ago

Hi Monte, 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. 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 Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claim and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“Coverage is good but their claim processing is RIDICULOUS. It should not take a month and a half to process every single claim. I have Figo for my other dog and reoccurring claims are literally processed same day, sometimes within the hour. I will no longer recommend Pets Best to friends and family until they figure out a better processing system. It’s archaic and incredibly inefficient”

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Posted 1 year ago

Hi Melissa, 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 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 are expensive and does not cover everything. They go up every year no matter what. And they are slow.”

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Posted 2 years ago

Hi Eileen, thanks for sharing your thoughts as they are important to us. 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. 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. 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 never in my life had an insurance company be so picky when it comes to filing a complaint. Each time I file a complaint, I get a notification that something is wrong or missing. Then to top it off, I get conflicting emails about my claims. One minute the claim is okay and they are beginning to process it, then I receive another email that asks for something to be done. Never had a company give me a hard time because photos of the receipt were broken into two parts, that I wrote in ink to dark a part that was faded.”

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Posted 2 years ago

Hi Kimberly, 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. If you’d like, we’d be happy to go over your claim 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

“Takes forever to process a claim.”

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Posted 2 years 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 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

“The time it takes to get reimbursed is unpredictable and often weeks and months. It’s frustrating.”

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Posted 2 years ago

Hi Justin, 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 over a month to process my claim. Then I hardly received anything back. I’m going to shop around for another insurance company”

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Posted 2 years ago

Hi Dawn, thanks for your time and feedback. We regret to hear that you want to cancel your pet's policy. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases 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 2 years ago

“Just like any other insurance. Doesn’t really help at all or cover much. We were paying more out of pocket and monthly and barely getting any coverage even after hitting out out of pocket. Just felt like a waste of money and really no help at all.”

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Posted 2 years ago

Hi Nicole, thank you for your time and feedback. We regret to hear that you haven't found value in your policy. 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. 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 2 years ago

“Process claims was to long for me”

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Posted 2 years ago

Hi Barry, 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. If you'd like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 2 years ago

“While the app is incredibly easy to use and intuitive, Pets Best consistently takes months to review our claims. The coverage is fine but they definitely try to deny as much as they can and our dog is only 4 years old and they have already increased our monthly coverage cost. It’s good to have in case of emergencies but I would expect faster claim responses and more benefits for what we pay.”

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Posted 2 years ago

Hi Loryn, thank you for your time and feedback. We're happy to hear you've found the app to be user-friendly. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. 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. 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 available option is to chat with an agent by logging into our website and clicking on 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 2 years ago

“Our 8week old puppy is now 14 1/2 weeks old and I have had no pay out on my pet’s veterinary bills yet. I have called 3 times. Our pup has had only normal new puppy issues, worms & vaccine appointments, worm meds & a slight belly rash. PB got veterinary records from my vet even though I uploaded all receipts. I wonder what will happen if I ever really need to use this company for an accident or injury…”

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Posted 2 years ago

Hi Maria, 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 can take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. If you'd like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 2 years ago

“While I like the coverage and price, the turn around time on claims is ridiculous. My cat Calliope had a bowel obstruction and required 2 surgeries and 2 additional days in the hospital for her full recovery. I spent nearly $12k in medical bills. As such I filed all claims within a week of the event. It's been a month now and of the 5 claims I have only received 2 EOB for the smaller claims. I have received an "apologies for the delay" email with no insight into how long that delay should be expected to last. One reason I selected pets best was the supposed fast turn-around time.”

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Posted 2 years ago

Hi Naomi, we're so sorry to hear about Calliope's recent hospital visit and hope she's made a full recovery! Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims take an average of up to 15 days to be completed, however, more complex and/or high-dollar cases can 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 2 years ago

“Takes to long for claims to be reviewed”

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Posted 2 years ago

Hi Andrew, thank you for your time and feedback. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We hope you have a good day. -AS

Posted 2 years ago

“The customer submits claims online, yet may not receive the outcome of the claim for a month or more. My biggest complaint with this company is how long it takes to get an answer to a claim submission. Our dog passed away recently. If we get another dog, we won't be using this company again due to the long wait time for claim submissions.”

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Posted 2 years ago

Hi Ronald, thanks for your time and feedback. We’re so sorry to hear of the loss of your dog as we understand that losing a pet is like losing a family member. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a better day. – PF

Posted 2 years ago

“Been with your company for many years . Your company was quick and efficient with my Captain Morgan . Fell short and very disappointed on my claim for Mojo. Also the claim processing time has been unbelievably slower . Hopefully this will be corrected and I can continue to spread positive experiences.”

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Posted 2 years ago

Hi John, we appreciate your sharing your thoughts as they’re important to us. Anytime a Policyholder is in dispute of a claim that has been denied 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. Once the you’ve submitted an appeal, if you have any questions regarding the status of it, you’re welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to your email within 72 hours. 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, and appreciate your patience. Thank you for your feedback, as it assists us in working towards better customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“Taking too long to process a claim”

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Posted 2 years ago

Hi Julie, we appreciate 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, and take an average of 15 days to be completed. However, more complex cases can 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 2 years ago

“Too long of a wait for reimbursements.”

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Posted 2 years ago

Hi Valerie, we appreciate 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, and take an average of 15 days to be completed. However, more complex cases can 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. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits shows how the reimbursement will be sent, via claim check or direct deposit. It also states 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 2 years ago

“They do not handle deductibles fairly or correctly. I process insurance claims daily in my medical practice. They deduct co-pays from deductibles before accounting for the deductible. This creates a larger deductible than agreed upon.”

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Posted 2 years ago

Hi Michael, thanks for your time and feedback. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. 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 2 years ago

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

Pets Best Insurance Reviews