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

“They always request invoices when invoices have been submitted. They should contact the doctor if some information is missing. However, it seems to be an excuse to avoid covering the claim!”

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Posted 3 years ago

“Horrrrrible. They find ANY WAY to not pay out claims. I have submitted countless claims that have been rejected for the worst reasons. This is a colossal waste of money. Go with another provider.”

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Posted 3 years ago

“It took a year and two appeals to understand that a hemorrhage caused this paralysis not noon goingcondition. The surgeon sand vet spent more than 15 hours each to provide the documents that proved it when it was very clear in the original submission. That is not a good use of their time or my money. Customer service was rude when you could actually get a a person. I was holdfor over two hours once before I hung up. I then wrote emails which went unanswered Bottom line I did get paid and the right diagnosis was confirmed by you. I did send an email a few months ago about Brandi in customer service. She was superb..”

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Posted 3 years ago

Hi Ellen, we appreciate your feedback.

Posted 3 years ago

“Very slow processing times and very poor communication. Claims I have submitted took 1-2 months to be reviewed then they were denied. I then had to submit appeals for each claim because they were denied for inappropriate reasons. They appeals were not looked at and were closed without me being notified. I then had to submit the appeals for a second time and then had to get my veterinarian to write a letter supporting the documents. It’s now been 5 months since the first claim and I have not received any reimbursement and was told the appeal can take another 90 days to review. I have now canceled all three policies I had with PetsBest and changed to TruPanion, which pays the Veterinarian directly. I would highly discourage anyone from holding a policy with PetsBest.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Not worth it. Doesn't cover all medications / they try to tell you that a new diagnosis is a pre existing condition. All they want is money. They will find loopholes with anything.”

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Posted 3 years ago

Hi, we do not decide what is pre-existing or not, that information is provided by your veterinarian. If you are unhappy with the claim decision, we recommend you speak with your vet regarding your pet's medical history and you can file an appeal with supporting documents if needed.

Posted 3 years ago

“The claims department is awful. I have had to fight with them every step of the way whenever my dog has gotten sick. When I submit my receipt and vet paperwork (documentation) which is the required information asked for, I always get an email telling me that they are missing some portion of it. I then call customer service, they actually are very helpful. They seem to find no issue, and tell me that whoever was working on that claim must have missed seeing that part. I'm not sure why it is so hard to read the documents, but this just goes to show me how incompetent the claims department is. Once it is supposedly cleared up, I still get the same messages of missing information, but this is apparently due to an automatic response. I find this very annoying since I continue to call customer service over the same issue as I am worrying that they are still attempting to find some portion of the vet visit document missing so that they can delay or deny my claim. I am currently disputing one claim that was denied. When my dog first got sick the claims department tried to tell me this was a pre-existing condition. I sent them the very first wellness exam which showed that my dog was perfectly healthy. They also attempted to say this was before he had illness coverage. This was not true. At times, the claims department has also asked for my dog's medical records from the past year. Considering my dog is only 5 months old I'm not sure why they would ask for this. I also would think that they would/should know how long I've been with the vet and how old my dog is since I had to submit all that information when I registered with PetsBest. When I first did my research for pet insurance, I did see some negative reviews, but so did other pet insurance companies. Sometimes I would wonder if this was just a robot or somebody complaining just to complain. Unfortunately, I was wrong in making this assumption. While customer service is helpful, they are not the ones who provide the payments. I have not received one payment for any of my claims. All I have gotten is one headache after another. I know for a fact now that I am not the only one who has an issue with PetsBest. If someone is looking for insurance for their pet(s) keep looking.”

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Posted 3 years ago

We are very sorry to hear you had a negative experience and appreciate your feedback.

Posted 3 years ago

“I decided that I would cut costs while moving so I canceled my two policies for my dogs for less than a month. Then when I tried to reinstate it, they wouldn't cover my dog that they previously covered. They said he has a disease that he doesn't have. The vet never wrote up any statement saying my dog has a disease either. They are just trying to cover their ass because they actually had to pay out on a couple of vet visits. HORRIBLE company to deal with. VERY disappointing.”

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Posted 3 years ago

Hi, you are correct. When you cancel a policy you forfeit that coverage. Should you start a new policy, you would be subject to all new policy terms.

Posted 3 years ago

“Took over a month to refund my claim.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“It took 44 days between the day my claim was first submitted and the day I received my explanation of benefits (I have yet to receive my actual reimbursement yet). When I chose to use Pets Best as our insurance provider, I did so much research and comparing of policies. Unfortunately one of the main reasons I chose Pets Best was because I was informed claims were processed within 3-5 business days. Being told turn times are now 30-45 days in most cases is absolutely ridiculous. I will be cancelling my policy and finding a new provider.”

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Posted 3 years ago

“I am not satisfied with the benefit of the plan. I know I have paid more in premiums than what I have been reimbursed for. I get denials for claims even when I submitted additional paperwork to substantiate the expense. I am either changing plans or dropping the supplemental plan. OR leaving this insurance.”

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Posted 3 years ago

“Worst pet insurance. They don’t cover anything even though they make it sound like they do.”

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Posted 3 years ago

“I did not enjoy my time with PetsBest. I called over the summer to add wellness because I was under the understanding that dental cleaning would cost me $150 when in reality that's all I would be reimbursed. I had spoken with a representative who was very nice and added the coverage for me but should have made clear that the reimbursement was $150, not the other way around. When I called to see what could be done I was told I would receive a call back to discuss options. The next thing I know I received an email saying my coverage was canceled and I never did get a call back.”

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Posted 3 years ago

“Almost all of our claims initially get denied and say it's due to allergies which is a pre-existing condition. Your reviewers don't even review my comments when I submit them to tell them what it's actually about, they just automatically deny it. Then I have to spend extra time going through an appeal process, which my claims typically do get approved after this process. So this requires extra effort and time on my part. Your company does not make it easy at all and only seems to pay out if you put in the extra effort, which shouldn't be the case. We pay you on a monthly basis not to be denied for every claim. Take the time to read everything and truly look at each claim instead of relying on/requiring appeals for everything.”

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Posted 3 years ago

“Claims taking over a month to be processed and still not being approved. Having to call for medical records myself. Wellness visit is supposed to be covered and it was denied because of “the way it showed on the invoice from the vet””

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Posted 3 years ago

“This the worst pet insurance I’ve ever dealt with.”

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Posted 3 years ago

“I have been a loyal PetsBest customer for nearly two years. When I finally needed my policy, PetsBest mishandled the claim, excluding items that were clearly a) covered; or b) unclear in the policy. Additionally, they bumped my premium up $15 after a move to a new state. When I compared competing plans, I saw that I was paying nearly triple what Nationwide Pet Insurance offers for similar or better coverage. In short, I plan on switching soon. Why pay more for less?”

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Posted 3 years ago

“awful coverage, extremely long time to process claims....honestly i think its some type of ponzi scheme”

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Posted 3 years ago

“Takes too long to adjudicate claims, and then nothing is reimbursed anyway. $64.+/month and have little to show for ROI. Farewell.”

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Posted 3 years ago

“Takes a month to get reimbursement (if they cover anything at all) and the payment you receive is always less than you expect.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I had gotten Pets Best Insurance to help with a visit to the vet I had coming up after I had already purchased the insurance 2 months ago going on a third I paid for, when they finally processed my claim they did not stay true to their end and received nothing back if you take your dog in for dental work don't get this insurance because you'll pay for them doing absolutely nothing last I remember insurance covers dental visits I didn't get my money back not half just 30 dollars when I spent 160 as other people would say paying them for sitting on there bums because they said I had to go in for a cleaning before that visit which sounded like something they made up right there and then taking long to reply why I didn't receive it worst experience of my life paying for someone to take my money”

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Posted 3 years ago

Dental cleaning is only covered based on the preventative wellness limits if you insured your pet for preventative care. Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 86%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews