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

“Usually don't have any issues. Does take a while to have claim reviewed and EOB decided. Wish I could delete a hospital that I previously submitted claims under but is now 5 hours away from where I currently live so I have to consciously click on the correct hospital when submitting new claims.”

Helpful Report

Posted 2 years ago

Hi Raqeeb, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your 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 chat icon. 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 good day. – PF

Posted 2 years ago

“It consistently takes this company 30+ days to finalize a claim, for SIMPLE OFFICE VISITS.”

Helpful Report

Posted 2 years ago

Hi Joshua, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Claims review takes way too long to process. Pets Best really needs to improve the turnaround time.”

Helpful Report

Posted 2 years ago

Hi Robert, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I love pets best but they are constantly raising their rates . My premious have gone up $25 in 5 yrs”

Helpful Report

Posted 2 years ago

Hi Debbie, thanks for your time and feedback. We’re glad to hear you love Pets Best. 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. If you’d like, we’d be happy to go over the ways to reduce the premium 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 and clicking on the blue chat icon. 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 good day. – PF

Posted 2 years ago

“I have been disappointed by the time it takes to hear back re: claims and there have been several services that should be covered that were not covered until I called and disputed the claim. I am pleased with some of my coverage.”

Helpful Report

Posted 2 years ago

Hi Molly, thanks for your time and feedback. We’re glad to hear you’re pleased with some of your coverage. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your claims and 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 chat icon. 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 good day. – PF

Posted 2 years ago

“I'm grateful for the insurance however taking a month for reimbursement is a very long time to wait when the bill was so large”

Helpful Report

Posted 2 years ago

Hi Brian, thanks for your time and feedback. We’re glad to hear you’re grateful to have the insurance. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Good overall but processing is commonly delayed”

Helpful Report

Posted 2 years ago

Hi Savannah, thanks for your time and feedback. We’re glad to hear overall your experience with us has been good. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Seems to have gone down hill the last few months, very long processing times”

Helpful Report

Posted 2 years ago

Hi Molly, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Overall good. Claims take a while to process.”

Helpful Report

Posted 2 years ago

Hi Claudia, thanks for your time and feedback. We’re glad to hear overall your experience with us has been good. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“At first they were giving me a hard time with my claim. Kept saying they could not find where I paid. Even though it was faxed 2 or 3 times. They wanted the history of my cat. They couldn't see clearly the invoice. Had to take pictures several times. But they finally did pay my claim.”

Helpful Report

Posted 2 years ago

Hi Penny, thanks for your time and feedback. We 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. These time frames start from the time we receive a legible itemized invoice showing the date of service, your pet’s name, all the services done for your pet, along with proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“Processing time took a lot longer than it typically takes.”

Helpful Report

Posted 2 years ago

Hi Tara, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Took over a month to process my claim. This was only my first claim so hopefully things will be quicker next time.”

Helpful Report

Posted 2 years ago

Hi Sheila, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Very easy to submit claims online, reimbursement is negligible despite having a superior plan with wellness benefits; multiple deductibles.”

Helpful Report

Posted 2 years ago

Hi Donna, thanks for your time and feedback. We’re glad to hear that you find it very easy to submit your claims online. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards 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. Understand, 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 would 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 Declarations Page and Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and 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 and clicking on the blue chat icon. 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 good day. – PF

Posted 2 years ago

“Very easy to work with, easy to file a claim. Reimbursement is awfully slow, be prepared to pay the bill and pay your credit card BEFORE you get reimbursed.”

Helpful Report

Posted 2 years ago

Hi Cherie, thanks for your time and feedback. We’re glad to hear you feel we’re very easy to work with and that it’s easy to file a claim. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“They are very slow in paying claims.”

Helpful Report

Posted 2 years ago

Hi George, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“There are some things on the formulary that arent covered so be careful when getting prescriptions from your vet. Additionally it takes 60-90 to typically process a claim so be aware your reimbursement is not going to be timely.”

Helpful Report

Posted 2 years ago

Hi Micheala, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your claims and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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 chat icon. 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 good day. – PF

Posted 2 years ago

“Not overly pleased. Takes a long time to get a response after claim submission.”

Helpful Report

Posted 2 years ago

Hi Steven, 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I always give petsbest claim reviews 5 stars but I just can't this time and here's why. I have a 10 yr old American Staffordshire Terrier whose monthly premium has always been a bit high but affordable since its just her and I. We've never had an issue with claims and get reimbursed 90% within 1 week to 3 weeks wait time. This last claim took 3 days! Still waiting on 1 more but that aside, Incredible insurance company! I really love PB. However, July is our month to renew, our premium jumped to $252 a month! Woah! WTH?! Thats astronomical especially for pet insurance. I went to vet tech school and worked in vet clinics over the past 4 years. They claim it's because new veterinary breakthroughs or equipment or something along that line but I see no difference in vet hospitals/clinics pricing or procedures. I'm assuming it's inflation, her age or her conditions maybe all 3. Idk I've been suggesting petsbest to friends over the past few years and unfortunately I don't know if I can do that anymore. It's really a shame. What happened to you petsbest? You used to be cool.”

Helpful Report

Posted 2 years ago

Hi Jaclyn, thanks for sharing your thoughts as they’re important to us. 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. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like, we’d be happy to go over the ways to reduce the premium with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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 and clicking on the blue chat icon. 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 good day. – PF

Posted 2 years ago

“I feel that the fact that it takes 6 weeks to hear back about a claim is a bit much but other wise happy to have the insurance for my pups”

Helpful Report

Posted 2 years ago

Hi Morgan, thanks for your time and feedback. We’re glad to hear you’re happy to have the insurance for your pups. 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. Claims take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I submit claims and these never appear to get completed together. It is cumbersome to list each service as a new claim and then not see the claim processed. There isn't any method in place that I found that explains what was acceptable for payment. I submit a claim for over $500 yet I only get reimbursed at a $117. The money transfers into my account without any type of notation so I know which of the three pets claims processed. The vet's invoice system doesn't sort the specific pet's name so I am making three copies of the invoice and medical record just to receive a very small amount back. It is unrealistic reimbursement since no vet in the county bill the service for less. Their costs are high because unfortunately the supplier raised prices for the meds and surgical needs.”

Helpful Report

Posted 2 years ago

Hi Anne, thanks for your time and feedback. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your claims and 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 chat icon. 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 good 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

Pets Best Insurance Reviews