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

“Pets best has raised its rates and seems to pay out very little. I've lost my faith in their policies after my dog's very necessary dental surgery was denied due to a stipulation....sent it in for appeal and still denied. I will be canceling my policy and moving to another company after 6 years of being a faithful policy holder.”

Helpful Report

Posted 2 years ago

Hi Elaine, thanks for your time and feedback. We’re sad to hear you’ll be canceling your pet’s policy with us and moving to another insurance provider. 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 pay $80 a month to cover my young dog. I've had this insurance since she was 8 weeks old. She is covered for health and wellness as well as accident and injury. For what I pay into this program, we should be receiving more back when she visits the vet annually. I may just shop around for better insurance on her. I feel scammed.”

Helpful Report

Posted 2 years ago

Hi Laura, thanks for your time and feedback. We’re sad to hear that you may shop around for another insurance provider for your dog. 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

“With two pets submission of claim is not good. I have one document for both. You approve one and delay the other when it’s the same document, increases my work.”

Helpful Report

Posted 2 years ago

Hi Anita, thanks for your time and feedback. When a policyholder has two pet’s on the same invoice, the Policyholder would submit a claim for each pet to us with the entire invoice showing proof of payment. We require the entire invoice on each claim submittal, as the amount of the charges must add up to the total amount paid by the Policyholder. We will then process only the part of the invoice that is for the pet specified on that claim. We recommend that claims be submitted via our app or through the Policyholder’s account on our website, as that’s the quickest and easiest way to submit a claim. If you have any further questions, you’re welcome to contact our Customer Care Team, 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 feel the Explanation of Benefits were not explained properly. My last claim was denied because it was deemed a pre-existing condition. How can a dog retching up bile be related to a skin condition (more than 6 months prior) or showing blood when deficicating be related to an "allergy" and claim denial? And it was explained this would be a recognized pre-condition for the life of the policy. In my opinion, these conditions are not related and for it to be a reason for the denial of the life of my pet is outrageous. I was told to appeal the denial through a lengthy process which has to be signed off by my vet. I'm regretting I chose this insurance which cost me over $70.00 a month with a $500 deductible.”

Helpful Report

Posted 2 years ago

Hi Anthony, thanks for your time and feedback. 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 would need to submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. If you have any further questions, 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 jury is still out. I was pleased with the quick review and response; however, it was downhill from there. My policy is at a 70% reimbursement level. An EOB had the 30%/70% co-pay/reimbursement figures reversed, so it was showing my reimbursement at 30%. Same EOB shows my deductible as being fully satisfied. A subsequent EOB for a different claim deducts an amount for a "deductible." Process seems very disjointed. Awaiting Pets Best Claims Dept reviews of issues surrounding these claims.”

Helpful Report

Posted 2 years ago

Hi Joanne, 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. 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 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

“This insurance is going up. I’m almost paying $100.00 a month and you all aren’t reimbursing much of any thing I sent in several claims totaling almost $400. And all you are paying is $30.00!!!”

Helpful Report

Posted 2 years ago

Hi Rhonda, 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. We send out a Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. 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. 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, coverage, and ways to reduce your premium 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

“Takes too long to get a decision and most of the time denied”

Helpful Report

Posted 2 years ago

Hi George, 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 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. We apologize for any inconvenience this has caused and thank you for your patience. 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 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

“Claims process is very slow, 2x times now with " we are backed" up etc. Took me to complain 2x to get claim resolved. I pay on time b ut then pushed aside. My .02”

Helpful Report

Posted 2 years ago

Hi Randall, 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 are received. Medical claims are processed within 35 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

“I’m fortunate to report that in over a year of having Pets Best insurance I have not had any major emergencies/expenses. On the other had, I have reached the maximum amount of coverage for the majority of the expenses I incur through wellness visits. I pay almost $80 a month and still pay out at least $100/vet visit. It’s about time I consider other options. Even setting the money aside monthly might help me break even.”

Helpful Report

Posted 2 years ago

Hi Jamie, thanks for your time and feedback. We’re sad to hear you’re considering other options. 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 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 as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. You’re welcome to reach out to us if you have any other questions or concerns, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“We just signed with Pets Best this year, So far, we can not give them a high rating. On our first claim- AFTER meeting their deductible, we have been very disappointed in their response time and in their documentation requirements.We have been back and forth with them for almost 3 months trying to get reimbursed for our dog's dental cleaning.”

Helpful Report

Posted 2 years ago

Hi Patricia, 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. You’re welcome to contact our Customer Care Team if you’d like us to go over your claim with you, as we’d need to pull up your policy and 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 was offered Wellness visits, no limits on claims to be reimbursed, and all the frills of purchasing this policy. Submitted my first claim, and I got nickled and dimed on every line of my claim. Instead of getting 80% reimbursed, I was given less than half. Also informed that my wellness visit maximum has been reached. I still have another visit with shots coming from the vet because my puppy was too young at the time to get them all. I will have to pay out of pocket for that plus my monthly premium. Such a BS policy I purchased and would hate to see what they reimburse for if my dog has to go through what my last one did.”

Helpful Report

Posted 2 years ago

Hi David, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“It's not the best and doesn't cover as much as I would like. Going to look for other insurance options”

Helpful Report

Posted 2 years ago

Hi Carmen, 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. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 no idea why my pets parvo vaccine was considered “not covered””

Helpful Report

Posted 2 years ago

Hi Christopher, 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. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“First time using it pay 140 every month for my puppy and I'm waiting a while for the first vet bill she had a uti vet visit and meds was 518. Still haven't gotten paid yet”

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 currently. We send out the Explanation of Benefits via email once your claim has completed processing. 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. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“Over $1300 spent on Emergency care for our two small dogs. No mention of deductibles when I signed up for this insurance and only 35% of the bill is covered. Not acceptable.”

Helpful Report

Posted 2 years ago

Hi Robert, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“Very long wait times for reimbursement and increased a premium after my puppy’s first birthday by $300 a year. My dog only had mild puppy type illness this past year (tummy sensitivity and allergic dermatitis)”

Helpful Report

Posted 2 years ago

Hi Jasmine, 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 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. 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. We send out a Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. 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. We’d be happy to go over the options to reduce your premium 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 refund was insufficient. Had to submit twice. Definitely not satisfied.”

Helpful Report

Posted 2 years ago

Hi Dawn, thanks for your time and feedback. We’re disappointed to hear that you’re not satisfied with your claim reimbursement as you feel it was insufficient. To process a claim, we require a picture of the entire itemized invoice showing a breakdown of all the services and charges that were done for the pet along with proof of payment to the veterinarian for the full amount of the services on the invoice. Our app is the easiest way to submit and update claims. 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. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 amount reimbursed for meds was ridiculously low. I will be changing companies when the year is up.”

Helpful Report

Posted 2 years ago

Hi Martha, thanks for your time and feedback. We’re sad to hear you will be changing companies when the year is up. When a Policyholder submits a claim with both medical treatment and wellness items 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. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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

“They deny anything even remotely related to a ‘prior’ condition! Seems to take forever to get decisions on claims!!”

Helpful Report

Posted 2 years ago

Hi Bill, 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 currently. 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. You can find your Policy Documents under Documents and Forms in your account on our website. If you have any other questions or concerns, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 always had a good experience with pets best but this time I sent the same bills three times two emails and finally mailed the hard copies. I hope this was an isolated incident.”

Helpful Report

Posted 2 years ago

Hi Joanne, thank you for your time and feedback. We’re glad to hear you’ve always had a good experience with us, and apologize for the frustration and inconvenience of your having to send us your invoices multiple times. We’d be happy to go over your claim submittal 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also 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. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. 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 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

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