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

“I had 2 documents that is still pending up to now. I’m so frustrated for this long wait. I pay my dues on time i hope you guys do the same.”

Helpful Report

Posted 3 years ago

Hi Maria, thanks for your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claims processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I love this company and appreciate them helping me take care of my dogs. I am disappointed in their service. They are trying to hard to automate every part of the process and the service has suffered because of it. It is much slower than when I first joined them. I understand they are having growing pains so I still recommend the,”

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Posted 3 years ago

Hi Benjamin, we are very happy that you love and appreciate us, and we appreciate all your feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days and within 20 days for wellness claims. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“They are slow to pay me back, I would find another company if I were you.”

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Posted 3 years ago

Hi Carla, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“Turn around time for claims is too slow!!”

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Posted 3 years ago

Hi Denise, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“to long to process claims”

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Posted 3 years ago

Hi Steven, thanks for your feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Pets Best takes to long to reimburse submitted claims. 38 days. Unacceptable IMO.”

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Posted 3 years ago

Hi Mike, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Significantly more expensive than competitors (e.g. - Lemonade), and increased monthly premium ~8.5% year over year without notice. When I called about this and asked if price could be reduced, I was told rates are locked in an unable to be changed. Since pet insurance companies do not cover pre-existing conditions (which are not clearly defined at all), I feel locked in / unable to change companies. Do not work with this exploitative company.”

Helpful Report

Posted 3 years ago

Hi Bryan, thank you for sharing your thoughts as they are important to us. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website www.petsbest.com using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your coverage options with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We hope you have a great rest of your day. - PF

Posted 3 years ago

“The coverage did cover much of what I needed.”

Helpful Report

Posted 3 years ago

Hello Deangela, thank you for reaching out to us. Keep in mind all Accident and Illness policies have a Policyholder chosen 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. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of all your pet’s 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“I submitted a claim and haven't heard from you”

Helpful Report

Posted 3 years ago

Hi Jessica, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Takes way too long to process claims.”

Helpful Report

Posted 3 years ago

Hi Robert, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Once again this company used to be very fair and honest (several years back) but now is a total ripoff!! Our dog just had his "once a year" physical exam by our Vet. Pets Best refunded us $18.50 of the $50 maximum they are supposed to reimburse. they say they allready paid us once before during this contract year for his wellness exam. I researched our past claims and found that they did in fact refund us last Aug 2021 for $31.50 for what "they call the other half of the $50 max they reimburse for a wellness exam." When in fact....the prior so called wellness exam they refer to was in fact NOT a wellness exam but an office visit that was for a dental cleaning appointment and NOT his annual doctor's visit for his yearly "physical exam" by our Vet. This is just one example since we've been with Pets Best of how thay twist and turn the contract wording and explainations to rip people off. We pay over $850 a year to Pets Best and have received very little in return for our dog over the past couple of years. Each time have I spoken to them about a problem in the past they always have the canned corporate explaination ready in hand to defend their actions. I must say they seem to do everything thay can to ensure their customers get only the minimul margin of what they pay in for the so called "outstanding service" they supposedly provide. This review will be shared on every platform I have access to. Pet's Best insurance should be added to the list of other automotive and home owners insurance companys that also are blindly ripping off the American consumer.”

Helpful Report

Posted 3 years ago

Hello Catherine, thank you for reaching out to us. 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. An exam for a Dental Cleaning would be processed toward the Wellness policy as Dental Cleanings are a direct exclusion of the Accident and Illness policy. We would be happy to go over your claims processing concerns with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“The reason for such a low rating is due to the fact that it takes them FOREVER to process claims. My dog’s premium went up almost $30 a month and yet the company still takes almost 2 months to process claims. I think that’s horrible. Other that that, I have no complaints. They really need to do something about the long process times.”

Helpful Report

Posted 3 years ago

Hi Veronica, thank you for sharing your thoughts as they are important to us. Premium increases happen at your renewal. That’s when we consider that your pet's 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“They dont pay and what they do pay it is so small it does nothing. I just took my dog in for an ear infection, they paid ZERO on everything regarding the ear infection. For $111 a month for one dog i am starting to wonder if it is worth it.”

Helpful Report

Posted 3 years ago

Hi William, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition isn’t coverable, then the diagnostics and treatments are not covered for that condition. We would be happy to go over your claims processing and coverage with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Been insured by them for about 1 year. My first & only claim was only covered by 70 % and got an email (3 weeks after the claim) stating sorry for the delay in your claim but we are currently very busy. I am not pleased with this company.”

Helpful Report

Posted 3 years ago

Hello Steve, thank you for reaching out to us. Keep in mind all Accident and Illness policies have a Policyholder chosen 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. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of all your pet’s 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. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days and wellness claims within 15 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“Beyond long wait for the claim to be processed! Other insurances do it 5 times faster! My claim was divided into two and the wellness exam was not reimbursed, though it was supposed to, so I had to waste my personal time to chat to representative and figure things out! So I am still waiting on the $50 that are missing from my reimbursement. Besides. The App shows claims that I have never submitted, there is clearly a glitch. So far, I am not happy and I won’t be recommending to others!”

Helpful Report

Posted 3 years ago

Hi Levgeniia, thanks for reaching out to us. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, we split the claim into two claims and the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We are so glad you contacted Customer Care and shared your concern regarding your claim processing with us so we could review your claim further for you. On average, claim reviews are processed within 30 business days. 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 3 years ago

“Slow claims processing. Failed to credit for Wellness claim”

Helpful Report

Posted 3 years ago

Hi Thomas, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. When a pet is treated for a condition and given vaccinations at the same time by the veterinarian, usually the Exam is processed toward the Accident and Illness Policy not Wellness, as the pet was treated for a condition during the Exam. We would be happy to go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Response time and wellness payout terrible”

Helpful Report

Posted 3 years ago

Hi Joann, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. 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. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“Takes forever to get reimbursed. They have made several mistakes as well on statements. They don’t cover prescription food. Premiums go up drastically every year. I’m using a different company for my new puppy.”

Helpful Report

Posted 3 years ago

Hi Jessica, thanks for reaching out to us. We would be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Disappointed that most of my pets bills aren't being covered at 90%, it's more like 50% or less.”

Helpful Report

Posted 3 years ago

Hi Melissa, thanks for reaching out to us. We would be happy to go over your claims and your policy with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Email message states $54 refund but $40 was deposited. Easy getting the wrong refund amount”

Helpful Report

Posted 3 years ago

Hi George, thanks for your time and feedback. Please check your Explanation of Benefits again. When you receive an Explanation of Benefits that shows an "Amount Paid" in the "Claim Summary," that's the amount of the reimbursement for that claim. We would be happy to review your claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews