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

“Not impressed with this insurance company. Having insured 2 dogs with them, I don’t feel that the reimbursement for care is adequate. They take a long time to process and reimburse.”

Helpful Report

Posted 2 years ago

Hi Timothy, 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 may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused and appreciate your patience. Each of our wellness options are an endorsement that Policyholders can add to their Accident and Illness policy for additional premium. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. 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 to 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 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

“I have been fortunate in that my pet has remained healthy and strong. Recently, however, he developed a minor problem as a result of some non-thinking individuals leaving broken glass on the ground. I submitted a claim in the normal fashion and was treated to a major shock. I agreed and accepted the $500 deductible similar to one's car insurance but when the breakdown of the claim arrived it showed that you took a CO-PAY in addition to the deductible. That is called double dipping and is disgusting conduct. Jesse James at least had the courtesy of using a mask and a gun.”

Helpful Report

Posted 2 years ago

Hi Sharon, 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. 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 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 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

“Takes almost a lifetime to get a claim reviewed, many other companies get payments out within 5 days. When they do review claims, absolutely nothing is covered. I submitted $2,368.40 for reimbursement and they are only offering me $653.52 for 80% reimbursement. I understand deductibles and expected them, but when I submit an $800 bill and am told I’m getting $30 back after waiting over 30 days accumulating interest on a credit card…it’s insulting. And I work in insurance claims - I could never dream of handling a claim this way. I will be making a post in my local dog group of 26.7k members about my experience advising to go to literally any other insurance company. Healthy paws, nationwide, aspca….literally anyone else. I’m disgusted by my claims experience here”

Helpful Report

Posted 2 years ago

Hi Brandi, 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 currently. We apologize for any inconvenience this may have caused and appreciate 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. 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. 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 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

“They're very expensive and do not cover anything. Don't waste your money with this insurance company.”

Helpful Report

Posted 2 years ago

Hi Deirdre, thanks for your time and feedback. Each of our wellness options are an endorsement that Policyholders can add to their Accident and Illness policy for additional premium. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. 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 to 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 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

“Well, I had 2 of my dogs insured for about 2 years. Recently one of the dogs cut his paw. I ended up paying $1000 to the vet. I did have a $500 deductible. At the end of the day I received a reimbursement of $123. This insurance is totally not worth it. I cancelled both my plans today.”

Helpful Report

Posted 2 years ago

Hi Teymur, thanks for your time and feedback. We regret to hear that you cancelled both of your pet’s policies today. 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. 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 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 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

“Not worth the money. So far I have spent over $400/year, almost $200 on a deductible and they have only covered $15 on a rabies shot.”

Helpful Report

Posted 2 years ago

Hi Marion, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. 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 to 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 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

“For the 08/19/22 claim. I have never been through more of a headache, stress inducing situation with a insurance company on something. I had to contact the company MULTIPLE times just to talk about it. No one ever reached out to me. I kept getting the 30-90 day turn around time saying, email. It took multiple fax, emails, and calls from primary vet and the ER clinic, the bank statements showing when I adopted my puppy. So much Bologna to get a ER visit claim covered. 08/19/22 claim finally finalized 03/03/23! Been out of pocket with over 1000$ fighting this. Yet still had to pay monthly, no reach out, nothing from the company.”

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. Our Appeal Form advises what information the Policyholder would need to submit for appeals processing. If there’s something missing from the submittal that we require to process the appeal, our Appeals Team would communicate with the Policyholder via email regarding the missing information. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims and appeals. Claims and appeals are processed in the order they’re received. Medical claims are processed within 42 days, and appeals are processed within 90 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“when do you plan to process my claim”

Helpful Report

Posted 2 years ago

Hi Jingchun, thanks for reaching out to us. 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 may have caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“You have asked for my opinion. And you are going to get it. That is my responsibility to consumers and fellow pet owners. I have filed two claims for my new puppy with Pets Best. For $50 per month, you have caused me far more stress than you are worth. I am not going to fight you over every single claim. I have now had to argue over two straightforward claims. You caused me to get rude to one of your customer service representatives - who probably has little to nothing to do with the internal operations. I will apologize to her on your company's behalf for your company's behavior. You can say you are following your contractual agreements all you want. That does not make them ethical. Ethics. Always side on the side of ethics. God would like you to be moral in the treatment of animals. I believe your founder saw it that way as well. But, as always, big business and profits get in the way. This business will require much oversight in the future - oversight specific to the pet insurance industry as it grows in popularity. That is not something you should look forward to - or look to cause. Any more disagreements over billing issues will be resolved via all contractual and legal means. You will not shirk your responsibilities - which I feel you may try to do daily all in the search of profit for Synchrony. I guess business is all about the bottom line. That is what they taught me in business school. I do not care how much it costs me or how much time it takes. I have the means and the time. You will lose every single time.”

Helpful Report

Posted 2 years ago

Hi Leonard, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. - PF

Posted 2 years ago

“I got a deal at the vet for tests and a yearly check up. I was 0nly reimbursed for the annual visit. Had it not been part of a package deal would I have been reimbursed. I was trying to saveoney instead of piece meal. Now you say my cap is up on his illness. I pay for daily meditation now it is out of pocket. Why do I have the insurance if it isn't going to cover the medical for my cat? Likely going to cancel.”

Helpful Report

Posted 2 years ago

Hi Kimberly, thanks for your time and feedback. We regret to hear that you’re likely going to cancel your cat’s insurance. 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 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 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

“I just started a policy for my dog, Murphy, before his wellness visit. I chose a policy that should have covered his wellness visit fee. However, I received my EOB back, and it wasn't reimbursed. I've tried to reach out to Pets Best via email and phone and haven't received a response on this. Really starting to regret choosing this company.”

Helpful Report

Posted 2 years ago

Hi Madison, 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 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 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

“They're absolutely terrible they say they cover all this stuff and then when it comes down to it they have every excuse in the world not to cover 90% of your insurance request I would never use them again”

Helpful Report

Posted 2 years ago

Hi Gregory, thanks for your time and feedback. We’d be happy to go over your coverage 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 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 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

“I have been with PetsBest for over a year. I am currently in the appeal process regarding a claim for one of my dogs. She was diagnosed with 2 immune mediated diseases. Unfortunately, PetsBest is trying to claim that my dog was born with these diseases, and that they are pre-existing. After multiple documentation and the support of multiple doctors at the University of Florida, Animal Hospital, it is virtually impossible for what they are claiming to be true. At this time. We are still in the appeal process and I’m hoping for a positive outcome. We have had many positive outcomes with PetsBest prior to this claim. I feel fortunate that they are going to work this out and see that they are incorrect and that all the documentation they have requested states the obvious, and that it is not pre-existing. It is just very frustrating, trying to treat a dog that needs constant treatment when they are trying their best to prolong paying my claim.”

Helpful Report

Posted 2 years ago

Hi Tara, thanks for your time and feedback. We understand you are appealing your claim. Appeals are processed within 90 days currently. We apologize for any inconvenience this has caused and thank you for your patience. If we can be of further assistance, you’re welcome to 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

“I am not at all pleased with the amount of my last reimbursement - thinking that it may be wiser to start an account with the amount of money I pay that I can use to pay for the costs for Jazzy-”

Helpful Report

Posted 2 years ago

Hi Janee, 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, 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 to 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 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

“We have two dogs insured with Pets Best, and the excuses for why various expenses aren’t covered go on and on. We are close to canceling our coverage. It is NOT cost effective.”

Helpful Report

Posted 2 years ago

Hi Gary, thanks for your time and feedback. We regret to hear that you’re close to canceling your coverage. We’d be happy to go over your claims and coverage 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 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 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

“I have waited 2 months for reimbursement of my claims. They like to send emails stating that I don’t have proof of payments when I have sent it with the invoices. Then I get a decline for multiple medications saying it’s not on their list of approved meds. Last I check my veterinarian should be in control of what meds they want to send home with my animals. I used to recommend Pets Best to all my clients, coworkers, and family not anymore. They have definitely changed and not for the better.”

Helpful Report

Posted 2 years ago

Hi Julie, thanks for your time and feedback. We’d be happy to go over your claims 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 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 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

“Pets Best ALWAYS finds a reason not to fully reimburse claims. 4 years and I have not had a claim go though without some ISSUE😞”

Helpful Report

Posted 2 years ago

Hi Brendamarie, thanks for your time and feedback. We’d be happy to go over your claims 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 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 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

“Took months for evaluation of a claim and then almost nothing is covered as cost for coverage continues to skyrocket. It was a waste of money.”

Helpful Report

Posted 2 years ago

Hi Susan, 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. 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. If you’d like us to go over the options to reduce your premium 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

“Dog insurance Reimbursements are horrible. I won’t be renewing my plan!”

Helpful Report

Posted 2 years ago

Hi James, thanks for your time and feedback. We regret to hear you’ll won’t be renewing your plan with us. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. 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 to 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 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

“Whilst initial year 1 price is competitive, the renewal has an unjustifiable increase (40%) and attempts to contact CS remain unanswered so I showed my distaste by renewing elsewhere. Mobile app and online portal is decent - easy to make a claim but they are both incredibly slow at processing any claims and they refuse EVERYTHING - be very careful with your vet and their coding to make sure illness is not coded as Wellness”

Helpful Report

Posted 2 years ago

Hi Shaun, thanks for your time and feedback. We regret to hear you're renewing elsewhere. 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. 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 may 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’d like us to go over the options to reduce your premium 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

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