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

“I received a payment but it doesn't advise for what pet. Can you please advise if this is for Ida or Gunner?”

Posted 3 years ago

Hi Bonnie, thank you for reaching out to us. On the Explanation of Benefits we send out to our Policyholders, the "Pet Name" is directly under the bolded "Claim Details" toward the top left side of the Explanation of Benefits schedule. Also, if you log into your account on the app or our website at www.petsbest.com, you should be able to see which pet your Explanation of Benefits was for there. We apologize, but for your security, we will not be able to provide you with which pet the Explanation of Benefits you receive was for here, as we will need you to contact our Customer Care Team so we can access your policy and verify it to provide the information you’re requesting. 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 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

“Would not recommend Pets best at this point. Too many issues submitting a claim, they find every reason to not pay or to reduce payment. They provide little for wellness. Nationwide did much better. Very frustrating. Another insurance company that will mess you over to save a buck.”

Helpful Report

Posted 3 years ago

Hi Dave, thank you for your time and feedback. We apologize for any frustration you’ve experienced in submitting your claims. 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 35 days and wellness claims within 18 days currently. These time frames start from the time we receive an itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. 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 the 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 or by logging into our website at 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

“The claim process was easy, but the application of definitions for deductible and co-insurance is misleading (and they don't cover taxes - a significant cost of the procedure), so I will be looking for another company. The deductible for PetsBest is NOT how much you have to pay before insurance kicks in. You have to pay co-insurance on everything from the first dollar and that does not count towards your deductible, so if you have a $1000 deductible with a 10% co-insurance, you actually have to pay sightly over over $1100 before the insurance will kick in. All combined, I was reimbursed about half as much as I was expecting.”

Helpful Report

Posted 3 years ago

Hi Kathryn, thanks for your time and feedback. We’re sad to hear you’ll be looking for another company. You are correct, taxes are directly excluded from our policies and not covered. It is also written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find this information 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. 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 was enticed with lower rates and have watched them increase consistently. Also, I would never have switched if I know my dogs ongoing skin condition would longer be covered (pre-existing). I recognize that part is most likely my fault. Claims and Customer service takes longer than I would have hoped to respond.”

Helpful Report

Posted 3 years ago

Hi Susan, thanks for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. You can review 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. 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 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. 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 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We’d be happy to go over the options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“The plan I chose was based on the 90% it claims it covers, and I have yet to receive a 90% reimbursement on any of the services my dog has received. More importantly, it takes pets best forever to process the claims which is really stressful because you have to pay the vet bills out of your own pocket first which can be thousands of dollars in emergency surgical situations. Not many people have that kind of money just laying around. I will most likely cancel this insurance once my last reimbursement is processed. I’m very disappointed.”

Helpful Report

Posted 3 years ago

Hi Joe, thank you for your time and feedback. We are sad to hear you’ll most likely cancel your pet’s policy once your last claim is processed. 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 35 days and wellness claims within 18 days currently. This time frame starts from the time we receive an itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. We do have a Vet Direct Pay option available for our Policyholders, where once the services are rendered the Policyholder can submit the Veterinarian Reimbursement Release Form along with their itemized invoice to us for claim processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder. The Veterinarian Reimbursement Release Form is not a guarantee of benefit as we cannot guarantee specific claims outcomes, or the payment of a claim until all information has been received and reviewed, and there is still claim processing time involved so the Veterinarian must be willing to accept a delayed reimbursement if the condition is coverable. You can find a copy of your Veterinarian Reimbursement Release Form under Documents and Forms in your account on our website. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“The reason I am only giving 2 stars is for the lack of coverage for wellness care that you are paying a premium $ amt. I do not understand this. I am making sure my 2 puppys have received all wellness meds to date and now am seeing that i have hit a limit and will not get any money back. I am talking about flee/tick meds that have to be given every 3 months. Or, I got what I call "water shots" to prevent illness if they drink water while we are camping and become ill. So i guess you are just paying out on sever illness and emergency surgery. Makes no sence to me. I felt mislead when purchasing these policies.”

Helpful Report

Posted 3 years ago

Hi Janie, 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, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“It has been terrible service.”

Helpful Report

Posted 3 years ago

Hi Desiree, thank you for your time and feedback. We continually strive to deliver the best customer care experience and apologize if any of your experiences with us have fallen short of that. 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 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I have mixed views on this insurance. Every interaction I have had via phone has been pleasant. All of the people are professional and helpful, however I have no clue where the money I’m paying monthly is going. I’ve had several phone calls just to explain why nothing is being covered by the insurance and every time I’m left wondering why I continue to use PetsBest. I’ve been a paying customer for almost a year now and I’ve had to pay the majority of every fee/medication/visit/vet bill I’ve received. If we were to put how much I’ve paid for coverage side by side with the actual coverage I’ve received I think it would be very disproportionate. I understand it depends on what plan we chose, but even still- we aren’t very satisfied.”

Helpful Report

Posted 3 years ago

Hi Brielle, thank you for your time and feedback. We’re sad to hear you’re not very satisfied. 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 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. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Policy Documents and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“pets best always seems to find ways not to pay a claim”

Helpful Report

Posted 3 years ago

Hi Adam, thanks 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. 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 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. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Policy Documents and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“They increased premiums about $100 plus most things aren’t even covered. Preventative add-on isn’t worth it. With same exact coverage I switched to Lemonade and pay ~$200 vs ~$700 with PetsBest. Look around, this one becomes expensive!”

Helpful Report

Posted 3 years ago

Hi Christian, thank you for your time and feedback. We’re sad to hear you’ve switched to another provider. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. Each line item on the schedule is the maximum the policy will pay for that line item for your pet in a policy year. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to add, change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. If we can ever be of future assistance, you can contact our Sales or Customer Care Teams by calling (877) 738-7237 or by going to 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“We went $50 over our deductible but only $12 was covered. $30 was said to be weird co-pay for services. Not really sure why some of the emergency services weren’t covered. Took about a month to hear back on the claim.”

Helpful Report

Posted 3 years ago

Hi Timothy, thanks 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 35 days currently. We apologize for any confusion you may have experienced regarding the way eligible Accident and Illness claims are calculated. 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 is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find this information under Documents and Forms in your account on our website. We’d be happy to go over your claim and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“I am disappointed on the level of coverage for the premium. For the premium that we pay, they cover few wellness expenses.”

Helpful Report

Posted 3 years ago

Hi Michael, 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, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to add, change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal 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

“I was told out of my emergency $265 bill most of it was gonna be paid out. My refund was $60 after paying about ten months of service. I had to submit information twice.”

Helpful Report

Posted 3 years ago

Hi Angelina, thanks for reaching out to us. 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 as the pet was treated for a condition during the Exam. 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. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims 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

“Turn around times on claims are never inside the advertised window. I’ve waited close to 6 weeks before my claims have been completed”

Helpful Report

Posted 3 years ago

Hi Joey, thank you for your time and feedback. 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 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will 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

“After filing a simple wellness claim on July 14 my claim has yet to get a response from the company other than there is a back up on claims. My other dogs claim was settled before the end of July, and they were seen the same week.”

Helpful Report

Posted 3 years ago

Hi Robert, thanks for reaching out to us and for bringing your claim to our attention. We apologize for any inconvenience or frustration this may have caused. 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. We recommend you keep an eye on your emails as we’ve completed processing your claim and we’ll send out the Explanation of Benefits via email to you soon. If you have any further concerns, 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

“The app is extremely easy to process any concern but, the processing time on the request requires major assistance. Furthermore in my case I was under the impression of coverage for neutering of my pet to which it was not. Extremely disappointed”

Helpful Report

Posted 3 years ago

Hi Ruben, thank you for your time and feedback. 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 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will 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. 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. You can find the wellness schedule under Documents and Forms in your account on our website. When we process a claim for a Spay/Neuter/Teeth Cleaning, we start from the top of the invoice and work our way down including all the line items that were part of the procedure. Once the line items reimbursement reaches the maximum benefit for the Spay/Neuter/Teeth Cleaning line item on the BestWellness schedule, the policy stops reimbursing for that line item. When this happens, we’ve reimbursed the max benefit for the Spay/Neuter/Teeth Cleaning on the line items above, so sometimes by the time we get to the Neuter on the invoice, the Spay/Neuter/Teeth Cleaning benefit has been maxed. We’d be happy to go over your claims and coverage with you. You can contact Customer Care 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 Mon. through Fri. from 6:00 a.m. to 7:00 p.m. MDT and Sat. from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can assist and hope you have a great day. – PF

Posted 3 years ago

“The claims process time is lengthy & unacceptable. I cancelled my policy based on that alone & it was just after my first claim. I wasn’t sticking around to deal with more lengthy claims processes if I had to file any additional claims.”

Helpful Report

Posted 3 years ago

Hi Amy, thank you for your time and feedback. We’re sad you canceled your policy. 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 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will 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 hope you have a great rest of your day. - PF

Posted 3 years ago

“The Wellness option of this insurance product is overpriced and does not deliver to expectations (i.e. vaccination benefit is depleted with just one (1!) vaccination.”

Helpful Report

Posted 3 years ago

Hi Matthias, 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, your pet may use up the benefit quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your wellness needs, but to assist you with the financial burden of your pet’s annual wellness care by providing some reimbursement of what you paid to your veterinarian for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 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

“Not the best”

Helpful Report

Posted 3 years ago

Hi Ashley, thank you for your time and feedback. 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 your account on 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 assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Very disappointed that my claims have been denied as pre-existing. She is a rescue and has very little history.”

Helpful Report

Posted 3 years ago

Hi Judy, thank you 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 will be in the ineligible column, and the Explanation section will show why it was denied. Please refer to the Explanation section for any contingencies regarding future coverage as we cannot guarantee specific claims outcomes, or the payment of a claim until all information has been received and reviewed. 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 the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Policyholders can find this information by logging into their 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 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 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

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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