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

“Honestly it’s sucks deductible is always the amount you cover”

Posted 2 years ago

Hi Andrew, thanks for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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 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

“Expensive and coverage is bad, really bad!”

Helpful Report

Posted 2 years ago

Hi German, thanks for your time and feedback. 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

“My claim process was delayed. The reimbursement was not what I expected at the 90%.”

Helpful Report

Posted 2 years ago

Hi James, 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 claim with invoices that span over two policy terms, we would need to split the claim into two claims and this could affect processing time. We apologize for any inconvenience this has caused and thank you for your patience. 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 Policy Documents and 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“3USD out of a 317USD claim is just insulting”

Helpful Report

Posted 2 years ago

Hi Francesco, thanks for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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. You can find your Policy Documents 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“The communication with your company is abysmal.I have tried to fax some bills from my vet and your fax does not work.Three weeks cannot fax. What is wrong with you people?”

Helpful Report

Posted 2 years ago

Hi Jay, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We recommend submitting your claim through our app or our website, so you can take a picture of the invoice using your phone’s camera, and our system will automatically upload your claim after hitting submit. Another option, is to submit your claim to us via email by taking a picture of the itemized invoice showing proof of payment and sending it to claims@petsbest.com. If you like to use fax, our claims fax number is 1-866-777-1434. We assure you our fax number is working. However, we may be receiving numerous faxes at the time you are attempting to fax in your claim to us. Once we receive and upload your claim, we’ll send you an email advising you that we’ve received it. You are welcome to reach out to us, as we are always 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

“Pets Best insurance is like any other insurance company - they will work to find a way to NOT reimburse you for emergency expenses. We had an $800+ bill for our emergency, a $500 deductible and ended up with only a $62 payback. Not happy ....”

Helpful Report

Posted 2 years ago

Hi Gretchen, 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. You can find your Policy Documents under Documents and Forms in your account on our website. We’d be happy to go over your claim 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I have had the worst experience with this pet insurance. My first claim for my dog's hind leg "injury", was denied as pre-existing, because previously a vet had identified he had a movable patella (common among dogs). He had never been treated for this condition. I researched and found a vet that did alternative therapy, choosing not to do surgery, at this time. The new vet wrote an appeal letter for me, and after 3 months of waiting, the claim for the original vet appt for injury was approved and went towards deductible. Subsequent alternative therapy claims submitted (totaling over $1000 of my out-of-pocket expenses). Again after 2 months, services were denied. Instead of having my dog through traumatic surgery, costing $5000-$6000, I chose a less expensive, less traumatic therapy and it was denied as not covered. I would have saved the insurance company several thousand dollars. But instead, I continue to pay my premiums with no return. What a racket!!!”

Helpful Report

Posted 2 years ago

Hi Susan, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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

“They take a long time to process a claim and they find any excuse not to pay anything. Honestly it’s probably best not to have them bc they charge a lot for premium and they pay a whole lot of nothing.”

Helpful Report

Posted 2 years ago

Hi Mazyar, 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. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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. 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 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 Policy Documents and 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“For the amount of money that the insurance cost and your dog being a puppy, which needs shots you don’t cover very many shots did the puppy needs it seems to be a waste of money”

Helpful Report

Posted 2 years ago

Hi Aaron, 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. Unfortunately, when your pet is a puppy and requires multiple puppy visits for vaccinations, you may use up all the wellness exam and general vaccination 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 Policy Documents and 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Not happy!”

Helpful Report

Posted 2 years ago

Hi Contessa, thanks for your time and feedback. We regret to hear you’re not happy. 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

“Insurance plans are good, but try to get your portion of the claim refunded to you is impossible. My vet is still working on last year. Try and find a person who knows what the are doing or who cares, good luck.”

Helpful Report

Posted 2 years ago

Hi Michael, thanks for your time and feedback. We continually 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. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. Again, 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

“Will most likely keep, but extremely dissatisfied with whoever is doing their triage, they change the visit diagnosis in their favor so they do not have to cover it, what a scam”

Helpful Report

Posted 2 years ago

Hi Monika, thanks for your time and feedback. We’re glad to hear you’ll most likely keep your pet’s policy with us. However, we regret to hear you’re extremely dissatisfied with the processing of your claims. 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. 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 took way too long to review this claim and there were too many exclusions.”

Helpful Report

Posted 2 years ago

Hi Douglas, 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 currently. Unfortunately, Periodontal Disease is a direct exclusion of your older Underwriter’s Accident and Illness policy, hence it's not covered by that policy. 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

“You guys take forever to accept the claim. I payed more in the insurance than I payed at the vet. Useless”

Helpful Report

Posted 2 years ago

Hi Charlie, 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. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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 Policy Documents and 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I received an email saying that I would be getting a reimbursement but never saw the money show up in my bank account.”

Helpful Report

Posted 2 years ago

Hi Ramona, thanks for reaching out to us. All of our direct deposit Explanation of Benefits advise that individual bank policies determine when funds will be available and make take 5 to 7 days. We’d be happy to go over your claim reimbursement concern with you, however you’ll need to contact our Customer Care Team so we can pull up your policy to verify it with you while 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 have the highest coverage and yet nothing is covered, everything is challenged, submission process is rediculous. You make it so difficult to get anything covered, I get frustrated and give up which is what I think you hope will happen. I have paid way more for this very expensive insurance and have gotten almost nothing out of it. I will not make this mistake again. I will be canceling my policy this year and will encourage my colleges at work to do the same.”

Helpful Report

Posted 2 years ago

Hi Jamie, thanks for your time and feedback. We’re sad to hear you’ll be canceling your pet’s policy this year. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, 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

“Doesn't seem to cover anything.”

Helpful Report

Posted 2 years ago

Hi Carlos, thanks for your time and feedback. You’re always welcome to reach out to us if you’d like us to go over your claims and coverage concerns 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

“I am an RN Insurance Case Manager so I understand EOBs, Insurance deductibles, co-pays, co-insurance, adjustments, allowable charges, etc. Pets Best so far will do anything to deny claims, and allowable amounts even after you’ve met your deductible. On a $646 emergency bill w/a $500 deductible they paid $7. Claims processing time takes about 3-4 weeks which is probably the industry standard. We will be transferring to Embrace where my prior 2 dogs were insured when the policy ends. The wellness add-on is not a good value either.”

Helpful Report

Posted 2 years ago

Hi Kimberly, thanks for your time and feedback. We’re sad to hear you will be transferring to Embrace. 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is 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. 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. 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 Policy Documents and 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 further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Pay $60/ mo for like zero coverage. Every claim gets denied coverage so it’s honestly not worth the money unlike your pet has a catastrophic issue. Going to be canceling my policy.”

Helpful Report

Posted 2 years ago

Hi Michael, thanks for your time and feedback. We’re sad to hear you’re going to be canceling your pet’s policy. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament Events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, 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

“My insurance when I signed up and paid said it would pay for dental cleaning which they didn't cover when I brought my cat in. They didn't cover my cat having to get teeth pulled claiming she had to have had some type of treatment before hand. I had just signed up maybe a month before because I knew I'd be bringing her in for an annual checkup. I felt like this insurance was practically useless to me and my cat after getting dragged into over $1000 I couldn't afford that I thought you all would help me with. On top of that, I haven't had insurance for my cat for months and they just charged me some quarterly fee?!! Luckily I had it reversed but this company left a very bad taste in my ml”

Helpful Report

Posted 2 years ago

Hi Angelica, thanks for your time and feedback. Under the Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for your pet to be eligible for Periodontal Disease coverage. There, it advises that for your pet to be eligible for Periodontal Disease coverage, your pet must be free of any signs of Periodontal Disease prior to the Policy Effective Date or during any Waiting Period, and beginning at three years of age, your pet’s teeth must have been cleaned and examined under general anesthesia by a Veterinarian in the thirteen months before the date of service for the Periodontal Disease claim. Any Periodontal Disease found during the prior teeth cleaning mentioned above must have been treated before Periodontal Disease coverage becomes available for your pet. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy, as preventative care is a direct exclusion of our Accident and Illness policy. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your Policy Documents and Wellness Schedule under Documents and Forms in your account on our website. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for your claim, 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

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

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