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

“I pay $1,128.93 annually. I was led to believe that paying for the top-tiered package with the promise of a 90% reimbursement coverage would benefit my dog. They have just let me know that they will only reimburse up to $535 for wellness per year. Which is well under the amount necessary for even a basic teeth cleaning and wellness exam. What a farce.”

Helpful Report

Posted 3 years ago

Hello Jen, thank you for your time and feedback. Policyholders can add one of our wellness endorsements to their pet's Accident and Illness policy for an additional premium. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the additional premium for the wellness endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. We apologize for any confusion this might have caused. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“The items that are exempt from coverage and the long long turn around times for claims made me walk away from this company for my dog insurance needs.”

Helpful Report

Posted 3 years ago

Hi Jennifer, thanks for your time and feedback. We’re sad you decided to walk away from us for your dog’s insurance needs. Rest assured, claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. If we can ever be of service again in the future, we would be happy to speak with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We look forward to hearing from you if we can help and hope you have a great rest of your day. – PF

Posted 3 years ago

“Tedious and lengthy process to get claims approved for a pet that is in pain due to an accident. It took 45 days to get my claim closed so we can move forward with surgery. You need to have a system to prioritize accident claims that are submitted vs. routine claims. It’s not fair for pets to suffer and wait until you get to an accident claim. I would not recommend PetsBest to anyone.”

Helpful Report

Posted 3 years ago

Hi Joe, thanks for your time and feedback. We appreciate your suggestion and have submitted it. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“My claim took awhile. I didn’t receive anything back though I pay for 90% coverage.”

Helpful Report

Posted 3 years ago

Hi Faith, thanks for your time and feedback. When you submit a claim to us and your pet was treated for a condition during the veterinary visit, we break the claimed invoice into two claims as we process the treatment for a condition toward the Accident and Illness Policy, and the routine care is applied to the Wellness. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the additional premium for the wellness endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. We apologize for any confusion this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Pathetically slow to process claims!! Beyond Pathetic! But they never have any delay taking your monthly insurance premiums - - sad. They also seem to deny payments for annual shots for your dog based on something akin to "already paid for in same period this year." whatever that nonsense means. So they don't pay last year and they don't pay this year?”

Helpful Report

Posted 3 years ago

Hi Bob, 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover 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. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days, and wellness claims are processed within 20 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I submitted a claim for $450. It took them 34 days to reimburse me. I pay $62/mo. & I only got $150 back. I don't understand as I was led to believe the insurance would reimburse me 80% of my bill!”

Helpful Report

Posted 3 years ago

Hi Laura, 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover 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. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days, and wellness claims are processed within 20 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Extremely dissatisfied with this service, will most like be cancelling my policy as it's entirely underhanded in it's coverage”

Helpful Report

Posted 3 years ago

Hi Molly, thanks for your time and feedback. We’re sad to hear you will most likely be canceling your pet's policy. We would be happy to speak or chat with you regarding your concerns. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any inconvenience and hope you have a great rest of your day. – PF

Posted 3 years ago

“Would not recommend. Pay them $88 per month for absolutely nothing. They always have some reason not to provide any reimbursement on a claim. Will be cancelling.”

Helpful Report

Posted 3 years ago

Hi Becca, thanks for your time and feedback. We’re sad to hear you’ll be canceling your pet’s policy. When you receive your Explanation of Benefits for your claim, if any of the processing went toward your Co-pay or Deductible, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as Ineligible, and it will tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. We’d be happy to go over your claim processing and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any confusion this might have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Took over a month for reimbursement, after multiple inquiries to be reimbursed less than half of my wellness claim due to apparent uncovered routine care for a dog. Still have unpaid claims open, and I am told that claim payments are being delayed due to covid.”

Helpful Report

Posted 3 years ago

Hi Debra, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days and wellness claims within 20 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the additional premium for the wellness endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. We would be happy to go over your claim processing concerns and wellness coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Yeah I’m gonna be driving the insurance because it’s very confusing the way this is operating so there’s other insurance companies out there I can go with”

Helpful Report

Posted 3 years ago

Hello Roger, thanks for reaching out to us. We would be happy to answer any questions you have regarding how our insurance works. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any confusion and hope you have a great rest of your day. – PF

Posted 3 years ago

“$30 back on a $160 bill. What am i paying $14 a week for? Canceling my service asap. I thought this service would be worth while but it turned out to be a total scam. Really lost faith in this company, use to atleast cover the costs of medication for my dog.”

Helpful Report

Posted 3 years ago

Hello Matthew, thank you for sharing your thought as they are important to us. We are sad to hear you’re intending to cancel your pet’s policy. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements 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. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any confusion this might have caused and hope you have a great rest of your day. - PF

Posted 3 years ago

“Words insurance ever. Waste of money”

Helpful Report

Posted 3 years ago

Hi Kacey, thanks for reaching out to us. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We hope you have a great rest of your day. - PF

Posted 3 years ago

“Claims reps do not provide detailed information regarding the status of a claim and also why it has been denied. Our pet has a new skin condition that Pets Best will not cover because they claim it is tied to another pre-existing condition that is not related to this. (How are ear polyps related to dermatitis?) We are also very disappointed in how long it takes to process a claim. I will not purchase Pets Best the next time we acquire a new pet. This insurance is rip-off.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for sharing your thoughts as they are important to us. We’d be happy to go over your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience and hope you have a great rest of your day. - PF

Posted 3 years ago

“My dogs appointment was off by 1 day to be eligible for medical coverage. I would’ve thought if it was that close that maybe there would be some leniency and I’d be able to at least get the bill partially covered. I think I’ll be switching to a different insurance”

Helpful Report

Posted 3 years ago

Hi Anabel, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition isn’t coverable, then the diagnostics and treatments are not covered for that condition. We would be happy to go over your claims processing and coverage with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Very very poor communication and they take SO long to reimburse. I /(we) am/are very disappointed!!! Stay away!!!”

Helpful Report

Posted 3 years ago

Hi Allison, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days and wellness claims within 15 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I paid $250 in vaccinations and got back $80. I'm extremely disappointed and will be looking for a new provider”

Helpful Report

Posted 3 years ago

Hello Latoya, thank you for reaching out to us. Our wellness endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. You can find your wellness schedule by logging into www.petsbest.com. The wellness schedule is hyperlinked under the Documents and Forms section there. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“I placed my dogs in Petsbets however I can not say I have a good experience so far. It taste 45 days for a claim get to resolution. I took them UC Davis but 2 items were rejected claiming were supplement and they were X-rays. My Bonny had distended stomach due to GI issues. Spo they sent a check a week ago and still review these 2 X-rays. I am not happy at all that the claim person did not review the claim and rejected the X-rays that are included in the coverage. I will update this in case Petsbest reduce the claiming timing and train their personnel to understand claims. These were only 2 pages claims and I have 3 pets insurance before and never this long period waiting and receiving a not well coverage resolution”

Helpful Report

Posted 3 years ago

Hi Elizabeth, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Please call us at your earliest convenience so we can go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“Trash service. $1k bill and they chose to cover less than $70 of it.”

Helpful Report

Posted 3 years ago

Hi Bradley, thanks for reaching out to us. We would be happy to go over your claim processing and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“There is very little clarity on why things will or won’t be covered and it takes months to process anything.”

Helpful Report

Posted 3 years ago

Hi Stephen, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition isn’t coverable, then the diagnostics and treatments are not covered for that condition. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We would be happy to go over your claims processing and coverage with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com, click on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Claim time sucks and they are really strict . Insurance job is not pay out…they make it clear they don’t reimburse anything”

Helpful Report

Posted 3 years ago

Hi Reeva, thanks for your time and feedback. We would be happy to go over your claims and your coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

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

Pets Best Insurance Reviews