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

“Not happy with this coverage.”

Posted 2 years ago

Hi Christina, thanks for your time and feedback. We regret to hear you're not happy with your pet's coverage. 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. Policyholders can see where they are at in meeting the deductible in their account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your wellness schedule under Documents and Forms in your account on our website. Policyholders can request change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Trying to cancel policy but offices are closed. To pay over $50 a month for only $15 of a $35 wellness appointment to be covered is ridiculous. Not even vaccines are fully covered. I go to a very low cost vet, I can only imagine if I didn’t.”

Helpful Report

Posted 2 years ago

Hi Jacquelyn, thanks for your time and feedback. We’re sad to hear you’re wanting to cancel your pet’s policy. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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 change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. If you’re wanting to cancel your pet’s policy, we'll need you to contact us either by phone or by chat, so we can access the policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Claim took over a month to process. Many emails went unanswered. Overall it was a very bad experience.”

Helpful Report

Posted 2 years ago

Hi Taylor, 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. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“No lo hagan porque para que pagen es terrible.”

Helpful Report

Posted 2 years ago

Hola Yanet, gracias por tu tiempo y comentarios. Estaremos encantados de revisar sus reclamos y preocupaciones de cobertura con usted. Puede comunicarse con nuestro Equipo de atención al cliente llamando al (877) 738-7237. Nuestro horario de atención telefónica es de lunes a viernes de 6:00 a. m. a 7:00 p. m. MT y sábado de 6:00 a. m. a 2:00 p. m. MT. Otra opción disponible es chatear con un agente iniciando sesión en nuestro sitio web en www.petsbest.com y haciendo clic en las burbujas de voz azules. Nuestro horario de chat es de lunes a viernes de 7:00 am a 6:00 pm MT y sábado de 7:00 a. m. a 2:00 p. m. MT. Esperamos saber de usted si podemos ser de ayuda y esperamos que tenga un gran resto de su día. – PF

Posted 2 years ago

“Pets Best does not cover much in terms of any kind of surgery for your pet. It's basically emergency insurance.”

Helpful Report

Posted 2 years ago

Hi Christopher, thanks for your time and feedback. Our Best Wellness endorsement is the only place where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to Essential Wellness or doesn’t subscribe to a wellness endorsement, there would be no coverage for a Spay or Neuter on their policy, as they are a direct exclusion of our Accident and Illness policy. Policyholders can request 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 for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. You can find your Declaration page, 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Slow processing. Unorganized. Had to resubmit proof of payment multiple times and did not cover most of the expenses. Overall disappointing experience.”

Helpful Report

Posted 2 years ago

Hi Tommy, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 42 days from the date we receive the completely itemized invoice with proof of payment for the total amount due on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your claims with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Really confusing setup, especially when filing claims. Vets cannot be changed by customer, must be changed by customer service agent.”

Helpful Report

Posted 2 years ago

Hi Whitney, thanks for your time and feedback. When you submit a claim for your pet on our app or our website, the information you fill out asks for the name of the veterinary office where your pet was seen. On our app and website, there is a question mark in a circle just to the right of the field you are filling out that gives additional instructions regarding how to enter your Veterinarian’s Office in that field. If you have any further 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. 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

“Can’t get anyone to contact me to answer questions”

Helpful Report

Posted 2 years ago

Hi Glen, thanks for reaching out to us. We’d be happy to answer your questions. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Pet’s best did not cover any of my vet costs even though what was wrong with my pup was stated to be issues covered by this insurance. Very disappointed and I will be canceling. Huge mistake in purchasing this insurance, please look elsewhere!”

Helpful Report

Posted 2 years ago

Hi Stephanie, thanks for your time and feedback. We’re sad to hear you will be canceling your pet’s policy with us. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“A claim was submitted but only a portion of the claim was paid. Pets Best failed to respond to my email regarding the claim inquiry.”

Helpful Report

Posted 2 years ago

Hi Tyler, thanks for your time and feedback. We responded to your email today. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Policyholder will receive an Explanation of Benefits for each claim upon claim processing completion. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. 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 claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

Author didn't leave any comments.

Helpful Report

Posted 2 years ago

“Not happy with insurance coverage. It is not worth it.”

Helpful Report

Posted 2 years ago

Hi Joanna, thanks for your time and feedback. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Doesn't cover vet bills”

Helpful Report

Posted 2 years ago

Hi Coral, thanks for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“How from 600 dollars all I received is .40 cents . Joke”

Helpful Report

Posted 2 years ago

Hi Danny, thanks for your time and feedback. We’d be happy to go over your claim with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“This company sends a lot of time avoided paying”

Helpful Report

Posted 2 years ago

Hi Deborah, 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 apologize for any inconvenience this has caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your claims with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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 was told by 2 people that my neuter was covered because of a health condition but then I submit my claim and it was not. Very disappointing and people were not helpful at all.”

Helpful Report

Posted 2 years ago

Hi Makenna, 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. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Best Wellness endorsement is the only place where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to Essential Wellness or doesn’t subscribe to a wellness endorsement, there would be no coverage for a Spay or Neuter on their policy, as they are a direct exclusion of our Accident and Illness policy. Policyholders can request 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 for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. You can find your Declaration page, policy documents and wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your 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 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

“Terrible claim service. Took over a month to receive a return because they were looking through every Avenue to not reimburse. When they did reimburse, it was the bare minimum when I specifically pay more a month to be covered . Will not be using again.”

Helpful Report

Posted 2 years ago

Hi Alex, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I was hoping that if for 4 years I have already paid you more than $ 4000, then I can at least get some covered expenses for taking my dog to the doctor.”

Helpful Report

Posted 2 years ago

Hi Yefim, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. To have coverage for routine care, the Policyholder must be subscribed to one of our Wellness endorsements for an additional premium. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

“Worst pet insurance service I’ve ever had. It took 3 months to finally process my claim and that’s due to me having to call every week for an update or to re- submit documents already submitted. Very disappointed!”

Helpful Report

Posted 2 years ago

Hi Luz, thanks for your time and feedback. We regret to hear you’re very disappointed. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. To process a claim, we require an itemized invoice showing proof of payment for the total amount of services on the invoice. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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 had a terrible experience with Pets Best, sadly. I signed up shortly before my new puppy's neutering. He had experienced some itchiness prior to surgery so during surgery they gave him a shot that is used for allergies. They denied the whole neutering claim based on that shot. I had to appeal it 2-3 times for months before it was finally paid. They denied two other claims, one was an ear infection, for the same reason. He was NEVER diagnosed with allergies but experienced a rash so they would never cover anything and said he had allergies. Even if he did, an ear infection was unrelated. We thought he had something IN his hear but it turned out to be an infection. They denied it. SO frustrating to have insurance for a new puppy, less than a year old, and have nothing covered. I've cancelled them and am very, very unhappy that I chose them in the beginning because I feel like it's going to be harder to get insurance now that they've said he has allergies, which was never diagnosed. And why isn't an allergy covered??? Their agents were nice to speak with but didn't do what they said they would do. I had to call several times. Out of about $1100 out of pocket, they covered maybe $220.”

Helpful Report

Posted 2 years ago

Hi Lisa, 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. 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 this information in your account on our website under Documents and Forms. 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 would like us to send you an Appeal Form for a claim, you’re welcome to contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking 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

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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