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

“Processing claims and navigating the website is very easy. I'm disappointed in how much our monthly payment has gone up, since we are actually having claims and using the benefits. I'm not sure it's even a wash but good to have in the case of something catastrophic.”

Helpful Report

Posted 2 years ago

Hi Amy, thanks for your time and feedback. We’re glad to hear you feel that processing claims and navigating our website is very easy. However, we regret to hear of your disappointment regarding your pet’s premium. 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 at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like us to go over the options with you, we’d be happy to help. 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 speaking 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 great rest of your day. – PF

Posted 2 years ago

“Insurance is good but takes forever for claims to be reviewed”

Helpful Report

Posted 2 years ago

Hi Vicki, 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. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“At this rate, I don’t believe I will be able to meet my $500 deductible. I’ve already spent $1000 with my veterinarian in the last three months, and I’ve been paying you $40 almost for two years and all I got out of the thousand dollars were $71 towards my $500 deductible. Not sure if I’m going to keep this insurance.”

Helpful Report

Posted 2 years ago

Hi Kelly, 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. Policyholders can see where they are at in meeting the deductible in their account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your claims 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I switched to accidental coverage only because full coverage premiums kept going up significantly each year even though I had no claims for my dog.”

Helpful Report

Posted 2 years ago

Hi Victoria, thanks for reaching out to us. We understand that you’ve switched your pet to our Accident Only policy. When you subscribed to our Accident and Illness policy, premium increases usually happened at your renewal or your anniversary date with us. That’s when we considered your pet to be a year older. The premium at renewal was not based on the claims you’d submitted, but it was based on your pet’s age at that time, your pet’s breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increases, as do the odds their care would be more expensive. Premium changes would have occurred annually at your renewal to balance these age-related health risks with rising medical care needs. If you have any other questions, we’d be happy to help. 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 speaking bubbles. 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“My most recent claim was denied. The denial from August 2022 stated that symptoms of the illness predated the policy effective date of September 2020. I requested a review of the denial because the illness was similar to a rash that formed under my dog's collar after she had been in a lake. I went through two appeals and the claim was finally paid. I have had many more good experiences than bad experiences but this last claim was very frustrating.”

Helpful Report

Posted 2 years ago

Hi Joe, thanks for your time and feedback. We apologize for any inconvenience and frustration this has caused. We hope you have a great rest of your day. - PF

Posted 2 years ago

“I files my first claims last week. One has been processed pending direct deposit...the other looks like there hasn't been any activity. I've also not heard if additional information is needed.”

Helpful Report

Posted 2 years ago

Hi Marlene, thanks for your time and feedback. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I just recently filed claims after being with PB for a year. The website is not tailored to your specific plan. If you need to look something up it is cumbersome if at all informative. The claim submission process is simple enough but if you have any ad trackers disabled the site wont work and resets every time. Reimbursement sometimes requires extra submissions because a file did not attach or the reviewer assumed that the information was not listed. Review time and processing is a bit long. So far my claims have been reimbursed for the amounts requested with just a delay in processing.”

Helpful Report

Posted 2 years ago

Hi Dallas, thank you for your time and well thought out feedback. You can find your policy documents under Documents and Forms in your account on our website. 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. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and we thank you for your patience. We’d be happy to go over all of 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“The claim requests for information are too generic. They don't tell you what they really need. Also, they seem to pay attention to the smaller claims a lot quicker than the larger dollar amounts.”

Helpful Report

Posted 2 years ago

Hi Nora, thanks for your time and feedback. When a claim is lacking information, we send out an automated email to the Policyholder to let them know that we’re missing information for their claim. This email doesn’t provide specific information regarding what’s missing, it’s designed to let the Policyholder know of the need to contact us to go over the information we’ve received and what further information we require to be able to proceed in processing their claim. 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. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. These timeframes start from the date we receive the completely itemized invoice with proof of payment for the total amount due 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 2 years ago

“W put in the claim. We got the explanation of benefits. We were given a total amount we would get back. We are still awaiting the payment.”

Helpful Report

Posted 2 years ago

Hi Dave, thanks for your time and feedback. When we send out an Explanation of Benefits, if it 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. If you have any other questions, you’re welcome to reach out to us, we’d be happy to help. 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I love my pet insurance knowing that my dog is covered if something was to happen to him. I just wish when it says 100% reimbursement that I get fully reimbursed.”

Helpful Report

Posted 2 years ago

Hi Ariann, thanks for your time and feedback. We’re happy to hear that you love having pet insurance for your pet. Unfortunately, all of our Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims, and 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 will 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 wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“It's getting too expensive for me to maintain.”

Helpful Report

Posted 2 years ago

Hi Helen, thanks for your time and feedback. 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 at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like us to go over the options with you, we’d be happy to help. 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“Coverage is good. The turn around should be much faster. A month is too long for a simple claim.”

Helpful Report

Posted 2 years ago

Hi Joseph, thanks for your time and feedback. We’re glad to hear you feel our coverage is good. 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. Medical claims are processed within 42 days currently. 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 2 years ago

“Seems the pet insurance is for major problems. Wellness visits, small problems, etc get little reimbursement. E.G. had a 632.00 bill that paid 40.00. The onus is on the insured not the insurer. Disappointed.”

Helpful Report

Posted 2 years ago

Hi Jerry, thanks for your time and feedback. We regret to hear you’re disappointed. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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. 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 Declaration Page and Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request 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. We’d be happy to go over your claim 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I pay around $50 a month for pet insurance and I just went to the vet and paid $470 for a yearly check and vaccines and they only covered $70”

Helpful Report

Posted 2 years ago

Hi Mia, thanks for your time and feedback. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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. 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 Declaration page and wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I purchased this insurance because I wanted to make sure my dogs were covered well for their Veterinary visits. Reimbursement on monthly medications or vet visits is minimal compared to the amount I pay each month for both my dogs. If the goal is to keep the dogs healthy, one would think preventative care would be covered. Unfortunately, I am contemplating other insurance options at this point.”

Helpful Report

Posted 2 years ago

Hi Tina, thanks for your time and feedback. We’re sad to hear you’re contemplating other insurance options for your pet’s insurance. 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. 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 add, 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. You can find your wellness schedule under Documents and Forms in your account on our website. 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“The customer service people are friendly and helpful. My only frustration with the firm is that I have a standard breed-dog, a Russian Bolonka. Since Pets Best doesn't have my breed on their breed-list, I must enroll my pet as a "rare breed" and thus pay more for my pet to be included in their healthcare system. I've been told that they will not notify me when they elect to include this breed. In fact, I was told that breed-listing process is an expensive and laborous one; thus, they are unlikely to acknowledge my dog as a standard full-bred animal. I've not had much success with the live chat so most of my communications have been by phone. The operators are courteous and professional.”

Helpful Report

Posted 2 years ago

Hi Regina, thanks for your time and feedback. We’re happy to hear that you find our Customer Care Team to be friendly, helpful, courteous and professional. It sounds like all the information you’ve received regarding your standard full-bread Russian Bolonka is correct, as we do not contain that breed in our system currently. If you have any other questions, we’d be happy to help. Our chat hours are a bit shorter than our phone hours. 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I like this company and the options for service and I appreciate that rates go up as the pet gets older to offset costs. However, I was extremely disappointed in the $2 additional fee per claim. If there wasn't such a thing as pre-existing conditions for pets, I would have changed companies.”

Helpful Report

Posted 2 years ago

Hi Jenny, thanks for your time and feedback. We’re glad that you like us, our options for service, and that you appreciate that premiums increase as pet’s age to offset the costs. If you are on any other payment frequency other than annual payments, we do charge a $2 processing fee each time we transact your premium to assist with the cost of transacting the premium multiple times throughout the policy year. We have four payment frequencies available for Policyholders, which are annually, semi-annually, quarterly, and monthly. We’d be happy to go over our payment frequency options 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“I don't understand how I can take Ollie for his yearly checkup that came to $216 and only $52 was covered. It has been a full year since his last vaccinations, heartworm test, etc. Disappointing.”

Helpful Report

Posted 2 years ago

Hi Mark, thanks for your time and feedback. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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. 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 wellness schedule under Documents and Forms in your account on our website. Policyholders can request 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. We’d be happy to go over your claims and coverage 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“Claim time long Website needs improvement”

Helpful Report

Posted 2 years ago

Hi Renee, 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. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. If you’re having any issues with our website, we’d be happy to go over them and trouble shoot them with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it 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 speaking bubbles. 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 great rest of your day. – PF

Posted 2 years ago

“The coverage is decent. Premium costs have increased a good amount every year, I'm paying double what I did when I started. Submitting claims is easy but they do take a while to process, usually at least a month. The mobile app is ok, submitting claims via the app is easy but doing much else causes you to have to login again and causes the app to shut down.”

Helpful Report

Posted 2 years ago

Hi Will, thanks for your time and feedback. We’re happy to hear that you feel our coverage is decent, and that submitting claims via our app is easy. 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. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has 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 at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like us to go over the options with you or if you continue to have issues with our app, you’re welcome to reach out to us, we’d be happy to help. 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 speaking bubbles. 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 great rest of your 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