Pets Best Insurance Reviews

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

4.3 Rating 27,984 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 27,984 reviews

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

About Pets Best Insurance:

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

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

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

“I have had 3 of my pets insured, I regret insuring the with PetsBest, in the beginning I thought it was great and I was so happy and I told all of my friends and family about it but after having to file some claims I am disappointed, I filed a claim for one of my dogs that took 44 days to finish there review and payout, about 30 days into it I called and asked what was taking so long and they said it takes 29 to 39 days to to conclude there review because the vet has to send records and so on, mean time my other dog had a fall and fractured his hip before the holidays, 9 days later the night before Christmas PetsBest denied my claim for him, I am beyond mad, there reason was that they tried multiple times to get records from his vet and actually the same vet that I took my other dog to, I had an absolute panic attack, 9 days right before the holidays where every vet it backed up and busy, my dog has been referred to a orthopedic surgeon and I honestly feel that there reasoning was sketchy and there is no reason why this should not be covered! PetsBest has caused a lot of stress where I should have peace of mind! I’m not happy”

Helpful Report

Posted 3 years ago

“Very slow to process. they do not cover the way they lead you to believe in the beginning. I have 7 dogs covered but not for long.”

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Posted 3 years ago

“So far it has not been a good experience. I submitted claims for wellness and I’ll ness and it took almost 2 months. Also they didn’t cover my pets wellness visit because the vet changed my visit to illness after I made the appointment, which I understand it is more my vets fault but it makes the wellness plan less useful.”

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Posted 3 years ago

“Oh well, all good things come to an end. They USED to be good and quick with claims. Not anymore, their apology phone call to me said their turnaround time now is 35 days. Unacceptable. Will keep the Department of Insurance complaint form available now.”

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Posted 3 years ago

“I continue to be disappointed that Pet's Best takes as long as it does to remit for claims. I mailed my claim on October 27 and just received payment today, December 21. That is 55 days, almost 2 months to be paid, albeit for a minimal claim of about $25. But the size of the claim is not the point. The point is that this was not an issue in the recent past with Pet's Best. As well, one wonders if it is the mission of your company to defer as long as you can without paying in the hope that the client will forget they have filed one. Should Pet's Best, as a company, desire to provide better claim remittance times, and their excuse in not doing so now due to the pandemic, I would advise them to hire more staff in the interest of providing a quality service. I wonder as well, at what point in the future, Pet's Best will notify me that they are no longer providing a service and thank me for paying premiums to a failing company. Clients should not have to explain to a company what their problems are and what needs to be done to correct them.”

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Posted 3 years ago

“Horrible insurance company, we have the best plan and pay $60 a month but when our cat had surgery they only covered $150 from a $1,600 bill. So you’re better off putting money into a savings account than wasting it with a false sense of coverage.”

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Posted 3 years ago

“This is not legitimate insurance. I paid almost 60$ a month. I had the wellness addition. Then they refused to pay for vaccinations, ear infections. I submitted itemized, invoices proof of payment. Everything.. They continually said they needed more. Then they said they could not decipher the veterinarian's diagnosis. An ear infection?? Vaccinations?? the total amount of the 2 claims was 73+90=163$ Which is nothing to an actual insurance company. This insurance, PetsBest is not legitimate, and they will go to great lengths to not pay anything, but they will continually harass you for money, even after you cancel their corrupt insurance. Do not waste your time, and money on this insurance. It's a shame that this company claims to be part of Progressive. I had Progressive insurance for years and my son does too. Has Progressive resorted to the scams that America seems to be going through? I am appalled that knowingly reputable auto insurance would actually disgrace their company with this Pet Insurance. Progressive you should be ashamed.”

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Posted 3 years ago

“Took way to long to get reimbursed. Everytime I called (since chat wasn’t available) they kept adding more days to when I should be reimbursed. I cancelled my plan with them and will be using one that reimbursed faster and doesn’t keep coming up with excuses.”

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Posted 3 years ago

“So far so bad! They make it nearly impossible to receive payment for claim. They keep denying claims even when I give them everything they ask for. If they do this to my last claim I will definitely cancel my policy! Too many better companies out there to go through this!”

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Posted 3 years ago

“The policy needs to be more clearly very unhappy with the process and coverage offered”

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Posted 3 years ago

“After purchasing the "best" coverage you offer my poor pup has a minor issue that has needed care and none of it is covered even though it is medically necessary. I am jumping through your hoops now to file an appeal. So sad you make it so difficult.”

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Posted 3 years ago

“Only had two small claims in the year i’ve had this insurance. my premium is paid on time promptly every month. However, claims take way too long to process! Both claims too 2 months to process and reimburse me and both times I had to call them multiple times asking what was the problem. only then they got processed. if I have a bad emergency where it may cost a lot of money my doctor will not wait two months for a payment from me and take care of my dog! so though I can afford a small illness I do not have the credit nor the cash to pay an expensive hospital bill which is why I have bought this insurance. Tho the policy is good, The long process time is unacceptable! Which is a major issue!”

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Posted 3 years ago

“Terrible terrible pet insurance. They’ve covered nothing in my entire year of paying for this service. If you have an older dog, there’s no point in getting insurance because they will deny everything. Better off taking your chances and not pay for this. I’m definitely cancelling.”

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Posted 3 years ago

“They always request invoices when invoices have been submitted. They should contact the doctor if some information is missing. However, it seems to be an excuse to avoid covering the claim!”

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Posted 3 years ago

“Horrrrrible. They find ANY WAY to not pay out claims. I have submitted countless claims that have been rejected for the worst reasons. This is a colossal waste of money. Go with another provider.”

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Posted 3 years ago

“It took a year and two appeals to understand that a hemorrhage caused this paralysis not noon goingcondition. The surgeon sand vet spent more than 15 hours each to provide the documents that proved it when it was very clear in the original submission. That is not a good use of their time or my money. Customer service was rude when you could actually get a a person. I was holdfor over two hours once before I hung up. I then wrote emails which went unanswered Bottom line I did get paid and the right diagnosis was confirmed by you. I did send an email a few months ago about Brandi in customer service. She was superb..”

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Posted 3 years ago

Hi Ellen, we appreciate your feedback.

Posted 3 years ago

“Very slow processing times and very poor communication. Claims I have submitted took 1-2 months to be reviewed then they were denied. I then had to submit appeals for each claim because they were denied for inappropriate reasons. They appeals were not looked at and were closed without me being notified. I then had to submit the appeals for a second time and then had to get my veterinarian to write a letter supporting the documents. It’s now been 5 months since the first claim and I have not received any reimbursement and was told the appeal can take another 90 days to review. I have now canceled all three policies I had with PetsBest and changed to TruPanion, which pays the Veterinarian directly. I would highly discourage anyone from holding a policy with PetsBest.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Not worth it. Doesn't cover all medications / they try to tell you that a new diagnosis is a pre existing condition. All they want is money. They will find loopholes with anything.”

Helpful Report

Posted 3 years ago

Hi, we do not decide what is pre-existing or not, that information is provided by your veterinarian. If you are unhappy with the claim decision, we recommend you speak with your vet regarding your pet's medical history and you can file an appeal with supporting documents if needed.

Posted 3 years ago

“The claims department is awful. I have had to fight with them every step of the way whenever my dog has gotten sick. When I submit my receipt and vet paperwork (documentation) which is the required information asked for, I always get an email telling me that they are missing some portion of it. I then call customer service, they actually are very helpful. They seem to find no issue, and tell me that whoever was working on that claim must have missed seeing that part. I'm not sure why it is so hard to read the documents, but this just goes to show me how incompetent the claims department is. Once it is supposedly cleared up, I still get the same messages of missing information, but this is apparently due to an automatic response. I find this very annoying since I continue to call customer service over the same issue as I am worrying that they are still attempting to find some portion of the vet visit document missing so that they can delay or deny my claim. I am currently disputing one claim that was denied. When my dog first got sick the claims department tried to tell me this was a pre-existing condition. I sent them the very first wellness exam which showed that my dog was perfectly healthy. They also attempted to say this was before he had illness coverage. This was not true. At times, the claims department has also asked for my dog's medical records from the past year. Considering my dog is only 5 months old I'm not sure why they would ask for this. I also would think that they would/should know how long I've been with the vet and how old my dog is since I had to submit all that information when I registered with PetsBest. When I first did my research for pet insurance, I did see some negative reviews, but so did other pet insurance companies. Sometimes I would wonder if this was just a robot or somebody complaining just to complain. Unfortunately, I was wrong in making this assumption. While customer service is helpful, they are not the ones who provide the payments. I have not received one payment for any of my claims. All I have gotten is one headache after another. I know for a fact now that I am not the only one who has an issue with PetsBest. If someone is looking for insurance for their pet(s) keep looking.”

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Posted 3 years ago

We are very sorry to hear you had a negative experience and appreciate your feedback.

Posted 3 years ago

“I decided that I would cut costs while moving so I canceled my two policies for my dogs for less than a month. Then when I tried to reinstate it, they wouldn't cover my dog that they previously covered. They said he has a disease that he doesn't have. The vet never wrote up any statement saying my dog has a disease either. They are just trying to cover their ass because they actually had to pay out on a couple of vet visits. HORRIBLE company to deal with. VERY disappointing.”

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Posted 3 years ago

Hi, you are correct. When you cancel a policy you forfeit that coverage. Should you start a new policy, you would be subject to all new policy terms.

Posted 3 years ago

Pets Best Insurance is rated 4.3 based on 27,984 reviews