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

“Coverage is good, customer service is good. Only issue is the claim process takes too long. The website promises “fast claims” but my last claim took almost a month. Don’t advertise fast claims and not deliver. Either speed it up or don’t claim it on the website.”

Helpful Report

Posted 2 years ago

Hi Lynzie, thanks for your time and feedback. We’re glad to hear you feel that our coverage and customer service are good. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“The price and coverage is very good but the turn around time when submitting a claim takes way to long.”

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Posted 2 years ago

Hi Doug, thanks for your time and feedback. We’re glad to hear you feel that our price and coverage are very good. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“It takes quite awhile for you to process claims that are cut and dry. No need for anymore information. It shouldn't take you 30 days to process a claim for kennel cough.”

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Posted 2 years ago

Hi Chelsea, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“It took a month for our simple office visit and prescription claim to be approved.”

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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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I’m neutral so far. I’ve been using Pets Best for years and like that I do get a portion of what I spend at the vets, back. Just sometimes the claims take a while to process, I think the longest I have waited has been around a month. I’ve been contemplating shopping around with other carriers though. But for now I’m content.”

Helpful Report

Posted 2 years ago

Hi William, thanks for your time and feedback. We regret to hear you’re contemplating shopping around with other pet insurance carriers. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Nice coverage takes months to get reimbursement for services. Not sure if worth the time”

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Posted 2 years ago

Hi James, thanks for your time and feedback. We’re glad to hear you feel we offer nice coverage. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“Our 1st claim to a long time to process 4-5 weeks. That's way too long of a process in my opinion.”

Helpful Report

Posted 2 years ago

Hi David, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“This is my review based off my first experience using Pets Best: I took my pet to the vet for illness he was having and ended up with a $1,000 vet bill. Later that same day, I submitted my itemized invoice to Pets Best expecting it to take about a week to process my claim. Since I had to put up $1000 upfront, I really could not wait a very long time for this claim to be reimbursed. A week and a half goes by where I still have not heard anything regarding the status of my claim, other than what it says online which was “in review”. I end up calling to see if I can figure out more details about the claim but unfortunately the customer service representative told me the only thing he was able to see was that it was being processed and he could not give me more of an update than that. Finally, after a little more than two weeks, my claim gets accepted online and I get an email stating they will reimburse me for 3 to 5 business days. By the time I get my reimbursement direct deposit in my bank account, it will be over three weeks since I’ve filed this claim. That is too long in my opinion, considering the upfront cost I have to provide to the vet. I switched to this insurance because of the lower monthly fees for the same coverage versus a different insurance but if this is the speed they will always take to process my claims, I might end up switching back.”

Helpful Report

Posted 2 years ago

Hi Matthew, thanks for your time and feedback. We regret to hear that you might end up switching back. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“The insurance is great however they take more than 6 weeks to verify the claims”

Helpful Report

Posted 2 years ago

Hi Stephanie, thanks for your time and feedback. We’re glad to hear you feel the insurance is great. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“They need to amp up their processing speed of claim reimbursements. Waiting over 2 weeks (3-5 weeks) for the much-needed money to return to me is too long. Especially since I already have the monthly insurance bill to cover. I need that vet money back much more promptly.”

Helpful Report

Posted 2 years ago

Hi Netanyah, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“did not cover all that we were told over the phone by pets best, also a very long delay to get this done.”

Helpful Report

Posted 2 years ago

Hi Ronald, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your claims and coverage 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 chat 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 good day. – PF

Posted 2 years ago

“was satisfied with the outcome of of the Claim but it took over more than a month for get reimbursed. Hopefully next future claims won’t take as long . Specially with emergency’s that required a lot of money up front .”

Helpful Report

Posted 2 years ago

Hi Madaleine, thanks for your time and feedback. We’re glad to hear you were satisfied with the outcome of your claim. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Claims take took long to process, and so far just luke warm on this insurance.”

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Posted 2 years ago

Hi Sandra, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Takes forever to get reimbursed.”

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Posted 2 years ago

Hi Karl, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Claims are taking way too long. When I first got them 4 years ago, they were great. Received my payment back within a week and a half, now it is taking at least 30 days. They have been great though at paying for everything so far for my Golden boy.”

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Posted 2 years ago

Hi Allisa, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. 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 cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Although the insurance does provide a bit of reimbursement (less than 1% on our last claim), the cost of the coverage far exceeds the benefits, especially as the pet ages. We have dropped it for our dog.”

Helpful Report

Posted 2 years ago

Hi Ed, thanks for your time and feedback. We regret to hear that you’ve dropped you policy for your dog. If you’d like, we’d be happy to go over your concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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 chat 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 good day. – PF

Posted 2 years ago

“Claims take so long to process. Have been considering switching to another provider because of this”

Helpful Report

Posted 2 years ago

Hi Markus, thanks for your time and feedback. We regret to hear you’re considering switching to another provider. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Overall the insurance is good. There doesn't seem to be anyone that looks at the claims when they are uploaded. Every time I upload a claim I am told pets best needs more medical records. I have uploaded these several times and it is still requested after every claim. Doesn't make a lot of sense or that anyone is reviewing the account when claims are uploaded.”

Helpful Report

Posted 2 years ago

Hi Kevin, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim processing concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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 chat 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 good day. – PF

Posted 2 years ago

“I found your insurance a bit disappointing since your main claim is that you pay 80% but after all the copays for every item and the deductible, you only pay about 50%. I have not used this insurance for any routine vet visits or small claims. This is the first claim I have submitted. I will rate you acceptable only because you were prompt, otherwise, I would have rated you as poor. This is most likely due to you making your claims so complicated that I am not understanding all of the deductions. I will be looking for insurance that is less complicated and more up front about their coverage.”

Helpful Report

Posted 2 years ago

Hi Charles, 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 towards the co-pay or deductible, that means the claimed condition was coverable. If a claim was 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. If you’d like, we’d be happy to go over your claim and coverage 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 chat 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 good day. – PF

Posted 2 years ago

“I have good service as far as claims payments- this last claim, however , took over a month to process. This makes it hard as I had paid the vet upfront on a credit card. The claim was $9700.00. This is a lot of interest to carry for over a month . They used to pay claims a lot faster, so I don’t know what the issue is.”

Helpful Report

Posted 2 years ago

Hi Kari, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good 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