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

“They hardly cover anything”

Posted 3 years ago

Hi Jayne, thank you for reaching out. 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 will be in the ineligible column, and the Explanation section will 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, 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find this information by logging into your account on our website under Documents and Forms. 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 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your claims 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 speaking bubbles to chat with an Agent. Our 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. 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 3 years ago

“When I signed up and decided to add on the wellness plan there was nothing ever stating that I was locked into a contract. I’ll pay more in a year than what I’ll get back from what they are willing to cover so basically a rip off.”

Helpful Report

Posted 3 years ago

Hi Kara, 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, if your pet is a puppy and requires multiple puppy visits for booster vaccinations, you may use up all the wellness exam and general vaccination benefits in one or two office visits 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can add, change or remove the wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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 3 years ago

“Very good insurance when your pet is young and healthy. Claims are paid quickly. Rates increase at a very fast rate and once your pet enters into older adulthood, rates are high and deductibles are so high per incident that insurance costs thousands per year. This insurance is not worth the cost.”

Helpful Report

Posted 3 years ago

Hi Evelyn, thanks for your time and feedback. We’re happy to hear that you consider us very good insurance when a pet is young and healthy and feel that claims are paid quickly. Premium increases happen at your renewal. That’s when we consider that your pet is 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 your 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. We would be happy to go over the 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Horrible response time on claim reviews. Horrible responses on medical claims explanations. This is my last year with Pets Best.”

Helpful Report

Posted 3 years ago

Hi Teena, thanks for reaching out to us. We’re sad to hear this is your last year with us. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days currently. 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 will be in the ineligible column, and the Explanation section will 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. You can find your Declaration Page 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. On holidays, we adjust our open hours to be from 6:00 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 3 years ago

“Review and reimbursement of claims is extremely slow”

Helpful Report

Posted 3 years ago

Hi Virginia, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. 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

“I have had Pets Best for over 3 years and when I sent in my first claim and never heard back so I followed up with call to find they have a new address. I was never notify and they said I would have to resend. WOW the time I have to wait and still waiting . I pay over 50 a month for this service”

Helpful Report

Posted 3 years ago

Hi Lisa, thanks for your time and feedback. We apologize for any inconvenience you’re having in submitting your claim. The quickest way to submit your claim is by logging into your account on our app or our website at www.petsbest.com. Under Submit a Claim it will ask you a few questions that fill out the Claim Form for you, and you can take a picture of your itemized invoice showing what services were performed at the veterinarian and that you paid them. Another option is you can email a picture of the invoice to claims@petsbest.com, or fax it to 1-866-777-1434. Our new mailing address is: Pets Best Insurance 965 Keller Rd. Altamonte Springs, FL 32714 Once we receive your claim, you can rest assured that your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days currently. We’d be happy to assist you with submitting your claim. 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“you have to wait at least 50 minutes on hold to reach someone. they are also super unorganized.”

Helpful Report

Posted 3 years ago

Hi Christine, thanks for reaching out to us. We apologize for any frustration in regards to your experiencing long hold times when trying to reach us by phone. We recommend you make sure to check our hours noted below, as we assure you this is not a common issue Policyholders are experiencing currently. We’d be happy to go over your concerns with you further. 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“They used to be good. Now, their claims reps will approve a particular charge, and then the next time it's put through deny it. They're very expensive and you can get other insurance that has better coverage and costs less. They take forever to pay a claim, yet they want your monthly fee every month on time. If I knew back then what I know now, I'd not get this insurance. My cats are older now, so I'm stuck.”

Helpful Report

Posted 3 years ago

Hi Kathleen, thanks for your time and feedback. We’re sad to hear that if you knew back then what you know now you’d not get this insurance for your cats. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days currently. 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. We’d be happy to go over your claims processing 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“I submitted a claim after I had purchased a puppy package which included all of her shots, first 3 wellness exams, flea medication, de-wormer, and a nail trim which made everything cheaper than had I bought it all separately. Insurance is only covering $50 of the $406 I spent after telling me they weren't covering anything due to the vet not giving me an itemized list of services.”

Helpful Report

Posted 3 years ago

Hi Danielle, thanks for your time and feedback. When you submit a puppy package invoice to us, we require the itemized invoice for the puppy package purchased which includes an itemized list of what services the package includes. We also require proof of payment to show you’ve paid for the puppy package in full to your veterinarian to process your claim. We’d be happy to go over your claim processing 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“I picked the best plan and it covers very little. Neutering should be covered at a higher rate since it cost a lot of money.”

Helpful Report

Posted 3 years ago

Hi Kim, 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. 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claim processing and coverage 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Their coverage is so tiny. No reputable veterinarian would charge close to what they reimburse for. Would not recommend if you’re looking for comprehensive insurance.”

Helpful Report

Posted 3 years ago

Hi Brian, 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. 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 the wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claim processing and coverage 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Your company is way too slow to pay I’m waiting tomorrow to look at the bills that should be paid”

Helpful Report

Posted 3 years ago

Hi Don, thank you for your time and feedback. Rest assured your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. 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 appreciate your patience. – PF

Posted 3 years ago

“Doesn’t cover almost anything I have submitted be aware this doesn’t work like insurance for people”

Helpful Report

Posted 3 years ago

Hi Riccardo, thank you for your time and feedback. You are correct that Pet Insurance is not like human insurance, for one pet insurance doesn’t cover pre-existing conditions. 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 concerns further 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Doesn’t really cover much for the premium…”

Helpful Report

Posted 3 years ago

Hi Miranda, thank you for your time and feedback. When there is 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. The Exam is usually processed toward the Accident and Illness policy and not the Wellness policy as the pet was treated for a condition during the Exam. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 add, change, or remove the wellness endorsement within 30 days prior to their pet’s policy renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your claims processing and premium concerns 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“I wish I had chosen a Pet Insurance that covers prescription food. I never anticipated my new puppy being so ill at such a young age. But prescription food is part of his treatment and without it, he gets sicker just like medicine. I don’t understand why any pet insurance company wouldn’t cover it. I have spent a small fortune on his food and it looks like he will need it the rest of his life. And of course now I can’t switch because he has pre-existing condition but I will know for my next puppy.”

Helpful Report

Posted 3 years ago

Hi Kelly, thank you for your time and feedback. We're sad to hear your new puppy has been ill, and hope he is feeling better. Unfortunately, prescription food or food of any kind is not covered by any of our policies as it is directly excluded. We’d 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 www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Insurance is very unclear and they didn’t pAy much of my dogs bill at all so I’ll be goi by to a different company once It’s time for renewal.”

Helpful Report

Posted 3 years ago

Hi Jose, thank you for reaching out to us. We’re sad to hear you’ll be going to a different insurer at your renewal. We’d be happy to go over your claims processing 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“I am not impressed at all. Claims take over 40 days to process. Claims are processed incorrectly. For example, my puppy had allergy testing and Pets Best denied it as medication not covered. I called to dispute and told them it’s not a medicine, clearly it is allergy testing. The rep said they would reprocess and it would take 30 days. So they made a mistake and now I have to wait an additional 30 days. My advice, find another insurance.”

Helpful Report

Posted 3 years ago

Hi Jessica, thank you for your time and feedback. Your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days currently. We understand your concern for first-time accurate claims processing and apologize if you didn’t experience that on your claim. We are glad you contacted Customer Care and brought it to our attention so we could review your claim processing concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. Claim reviews are processed in the order they are received. 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

“Taking way too long to process claims. Last claim was even longer due to wanting information they already had but never reached out to request info”

Helpful Report

Posted 3 years ago

Hello Michael, thank you for your time and feedback. Rest assured, your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. 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 doesn't cover a sufficient amount on the services. The pet insurance is not serving a purpose for my pet.”

Helpful Report

Posted 3 years ago

Hi Dara, thank you 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, if your pet is a puppy and requires multiple puppy visits, depending on what your veterinarian charges for their wellness exams and general vaccinations, you may use up all the wellness exam and general vaccination benefit in one or two office visits. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 claim processing 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 speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 years ago

“Claim processing is extremely slow over the past 18 months. Customer service is pleasant but nonresponsive.”

Helpful Report

Posted 3 years ago

Hi Donna, thanks for your time and feedback. Rest assured, your claims’ 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. Medical claims are processed within 40 days and wellness claims within 20 days currently. 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 also apologize that you’ve found us to be unresponsive. 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 www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm 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 3 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