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

“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

“it use to take about a week to receive payments and now I just submitted a claim on April 18th which will not even begin review until may 15th and could take through the 28th of May to be reviewed. That is an unnecessary amount of time to wait. A month and a half? In the past I recommended Pets Best to a lot of new dog owners. Now I caution them to check around first. Coverage is okay but the wait is not.”

Helpful Report

Posted 3 years ago

Hi Sherrie, 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. On average, medical claims are processed within 40 days currently. Make sure to keep an eye on your emails as we’ll send you the Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“One of my dog's claims are always denied”

Helpful Report

Posted 3 years ago

Hi Hilary, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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

“Well, this last claim seems to be better handled although I'm concerned you're not going to pay for the $75 I had to pay for ASPCA emergency call. The way you pay for wellness sucks and may have to cancel that part. Based on what you pay I'm better off not having the coverage. and then you didn't pay anything for the first claim because it was a day early. The dog was pissing out her ass and you couldn't make an exception, so I had to pay $196. So basically I'm not happy@@”

Helpful Report

Posted 3 years ago

Hi Bruce, 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. On average, 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. Regarding your first claim, unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition 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. 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 the wellness schedule under Documents and Forms in your account on our website. Policyholders can change or remove their 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 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 mailed a bill for payment, a long time ago, 3-4 weeks ago you said you were processing my pymt. and I would have it shortly, well nothing yet”

Helpful Report

Posted 3 years ago

Hi Kenneth, 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. On average, 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. Make sure to keep an eye on your emails as we’ll send you the Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Going from being a great insurance to horrible. Pets best covered my dogs enzymes which are rx. That she has to have on her food or she will die from EPI. They refuse to cover it now and say it’s a supplement. Then there’s another autoimmune disease that my dog has that make her lips split and go raw. Only meds were covered once and are rx also. But stating it won’t be covered next time ? Oh be been with pets best for over 6 years now. I wish I could switch . Shame on you”

Helpful Report

Posted 3 years ago

Hi Candais, thank you for sharing your thoughts as they are important to us. We appreciate your taking time out of your busy day to speak with us today. If you ever have any questions or concerns regarding your claim processing, please don’t hesitate to reach out to us. 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 don’t feel I’m getting the full value of paying $50 a month. The team doesn’t even do their due diligence to read the vet bill appropriately and code it as something that wouldn’t require a reimbursement. It makes me not trust you all.”

Helpful Report

Posted 3 years ago

Hi Baylie, thank you for your time and feedback. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so 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

“I had been paying for the Best Wellness package but when it was time to be reimbursed for my dogs neutering I was shocked to find out neutering was no longer covered in the package I specifically had chosen for the the procedure to be covered. I was very disappointed to learn I had been paying such a high premium for no reason.”

Helpful Report

Posted 3 years ago

Hi Linsay, thank you for reaching out to us. Our BestWellness endorsement is the only place where we offer benefit for a pet’s Spay, Neutering, or Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Spay, Neutering, or Teeth Cleaning on their policy. 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 Declaration Page and Wellness Schedule under Documents and Forms in your account on our website. Policyholders can change or remove their 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 coverage 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

“I was frustrated having to provide numerous documents that was provided by Emergency Hospital. I would have preferred a phone call explaining specific issues.”

Helpful Report

Posted 3 years ago

Hi Gloria, thank you for reaching out to us. We just left you a voice message. Please contact our Customer Care Team at your earliest convenience 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 apologize for any inconvenience or frustration this may have caused. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

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

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