Pets Best Insurance Reviews

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

4.3 Rating 28,146 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,146 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.

Visit Website

Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

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

“i payed so much to have it and they gave me barely any money back. this made vet visits super expensive since i had to pay out of pocket and never got any money back from pets best. plus i paid over $30 a month. so expensive for no help in return. may i mention it takes months for them to even review your claim.”

Helpful Report

Posted 3 years ago

Hi Alyson, claims are processed based on the policy you choose to enroll in. If you are interested in a more comprehensive policy, please give us a call.

Posted 3 years ago

“It takes an hour to get someone on the phone. You ask for more paperwork and then close the case even though the documents have been sent and then we have to call back to have the case re-opened and sit on hold for another hour again. What a waste of time.”

Helpful Report

Posted 3 years ago

Hi Nicole, the customer care hold time will vary throughout the week depending on when you call as we have busier times of the day. We appreciate your patience.

Posted 3 years ago

“I am disappointed in how long the claims take and the things that are not covered. I am also not happy with the fact you can’t update coverage unless you have not submitted a claim for a whole year….”

Helpful Report

Posted 3 years ago

Hi, we understand and are working on quicker claim processing time. We appreciate your patience.

Posted 3 years ago

“Unfortunately we haven't had the best experience with this insurance. It takes so long to get reimbursed and what I had thought would be covered isn't covered. We are going to finish out the year and then look for something else.”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. We are working on quicker turnaround time for claims.

Posted 3 years ago

“While the coverage is excellent, the turn around for reimbursement takes too much time. If you couple that with a claim that is returned with an issue, the time then doubles before reimbursement.”

Helpful Report

Posted 3 years ago

Hi, we appreciate your feedback.

Posted 3 years ago

“Very slow claim completion snd reimbursement”

Helpful Report

Posted 3 years ago

Hi, claims are processed in the order in which they are received and on average can take 39-45 days. We appreciate your patience.

Posted 3 years ago

“Claim processing takes entirely too long - well over a month which makes it really difficult to track when there are multiple claims for one illness. Completed claims are usually accompanied by an EOB explaining that nothing is covered. I so regret switching to Pets Best.”

Helpful Report

Posted 3 years ago

Hi, claims are processed in the order in which they are received and on average can take 39-45 days. We appreciate your patience.

Posted 3 years ago

“The premium dollars spent to the actual items covered does not equate. Our dog had major surgery - but to determine this a series of tests had to be done- of which none were covered. Not sure I understand. Probably will be looking elsewhere for pet insurance.”

Helpful Report

Posted 3 years ago

Hi, we recommend speaking with one of our customer care reps to help you better understand how your claim was processed. Claims are processed based on the coverage you select when you enroll. We hope your pet is doing better.

Posted 3 years ago

“This company is very hard to get a hold of. No email address, only a phone number. I'm new to the company and I've put in one claim. So far, not generally happy with them. Most of the problem is they are unreachable and they don't cover what they say they will when you sign up. Well-care visits, even though I have the well-care option, were not covered. I was more than 6 weeks before I got an answer to the claims.”

Helpful Report

Posted 3 years ago

Hi, both our email and phone number are on our website. Claims are processed in the order in which they are received and on average can take 39-45 days. We appreciate your patience.

Posted 3 years ago

“Signed up for the most expensive package and it doesn't even cover the 1st year vaccinations, that is ridiculous”

Helpful Report

Posted 3 years ago

Hi, correct. Our Elite plan is for accidents and illnesses, not routine care. You would need to add wellness coverage to have reimbursement on vaccines. You are welcome to add this plan at renewal.

Posted 3 years ago

“Turn time on claims is extremely long compared to my other Pet Insurance I have on my other dog. One to three days if that compared to Pets Best which takes 30-40 days currently! When you have an animal in need of medical treatment and not getting reimbursed in a timely manner is not helpful. Extremely frustrating. Now we have a history with them which prevents us from changing insurance companies due to the pre-existing condition we’ve established now with Pets Best because of the claims submitted to them. Pets Best would not be my choice if shopping for pet insurance for a new pet.”

Helpful Report

Posted 3 years ago

Hi, claims are processed in the order in which they are received and on average can take 39-45 days. We appreciate your patience.

Posted 3 years ago

“I don't think it should take up to a month for a claim to be processed”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. Claims are processed in the order in which they are received and on average can take 39-45 days to process.

Posted 3 years ago

“Claim processing is glacial and proactive updates are not provided; communication is poor. Mobile app usability, chat, and phone support are all lacking.”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. Claims are processed in the order in which they are received and on average can take 39-45 days to process.

Posted 3 years ago

“I've always raved about Pets Best in the past, but it seems they've added too many customers to keep up the same level of quality that made them special. In the past, I could expect claims to be processed in less than 2 weeks time. Recently, a straightforward claim took 39 days. They explained that were trying to increase staff to handle the increased number of customers and claims. I might believe them, however they told me the same thing 1 year ago when my claim took over 3 weeks to process. Unless things improve, I can no longer recommend Pets Best.”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. Claims are processed in the order in which they are received and on average can take 39-45 days to process.

Posted 3 years ago

“So far my experience has been just ok. For one of my pets they’ve covered everything that has come up, for the other it seems like any excuse to not cover an item and it’s rejected.”

Helpful Report

Posted 3 years ago

Hi Devin, claims are processed with your pet's medical records from the vet clinic. If you disagree on a claim decision, you are welcome to file an appeal with supporting documents.

Posted 3 years ago

“It takes way too long for them to adjust a claim. One month feels unacceptable to me”

Helpful Report

Posted 3 years ago

Hi Laurie, we appreciate your patience while we work on quicker turnaround time for claims. Currently we ask that you allow 39-45 days for processing.

Posted 3 years ago

“My pets have been insured with Pets Best for about 15 years. I was always impressed by their quick response via email and availability to contact on the telephone. I understand Covid has unfortunately affected every business in many ways. But it's also affected clients. I waited over a month to receive the explanation of visit claim for my cat's $1000 emergency visit. I attempted to call Pets Best twice, but after waiting 20 minutes had to hang up. How difficult is it to have an answering machine, and have agent call the next day?”

Helpful Report

Posted 3 years ago

Hi Jennifer, we currently have over 400,000 members which is a significant growth since the company started in 2005. Hold time to speak to a representative will now be longer than they were 15 years ago, same with claim processing time and email response time. We appreciate your patience and value your business since 2007.

Posted 3 years ago

“Incredibly long turn around time... almost 2 months. So many “work arounds” to not cover things. I keep it around in case of emergencies, but it’s essentially useless for the typical dog vet visit “stuff.””

Helpful Report

Posted 3 years ago

Hi, claim processing time is currently 15-39 days depending on the claim. We appreciate your patience.

Posted 3 years ago

“IT TOOK A VERY LONG TIME TO GET OUR DOGS VET EXPENSES REVIEWED AND A EOB [ A MONTH ] AND DISSAPPOINTED SO LITTLE WAS COVERED CONSIDERING OUR $58.00 A MONTH PREMIUM---NO COVERAGE ON HER YEARLY PHYSICAL, NO COVERAGE ON MEDS, NO DENTAL COVERAGE, NO COVERAGE ON HEART WORM EXAM. OUT OF ABOUT $1,300.00 IN EXPENSES AFTER OUR DEDUCTIBLE WE RECEIVED ABIUT $120.00”

Helpful Report

Posted 3 years ago

Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“Poor coverage. Less than $10 on a $500 bill means way too high of a deductible for nearly $100 per month of a premium. While your interface is smooth and easy- this coverage is sub par. I’m shopping for a new provider.”

Helpful Report

Posted 3 years ago

Hi, you actually select the deductible upon enrollment. If you would like a lower deductible such as a $100 you will need to cancel the current policy and start over. Give us a call and we can go over your options.

Posted 3 years ago

Pets Best Insurance is rated 4.3 based on 28,146 reviews