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

“A little slow and...confusing. You think you've covered your $250 deductible but never seems to, even tho the #'s show you have. Questions below... delivery of what??”

Helpful Report

Posted 2 years ago

Hi Lawrence, 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 are received. Accident and Medical claims are processed within 35 days currently. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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’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 your Policy Documents under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I am glad that I have pet insurance. Pets Best works for my needs. But unless you can cover the cost up front by whatever means and wait for over a month for reimbursement, you may want to do extra research into the insurance you choose.”

Helpful Report

Posted 2 years ago

Hi Wilson, thanks for your time and feedback. Our insurance is designed to be a reimbursement program. Our Policyholders can take their pet to any licensed Doctor of Veterinary Medicine inside the United States, Canada, or the United States Territories. Once the services have been performed for the pet, and the Policyholder receives the itemized invoice showing what was done and that they paid the veterinarian in full, they then submit the claim to us for processing. 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 as a claim for processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder, and we do not have a network or list of Veterinarians who are willing to sign the form. 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 delay in reimbursement, if the condition is coverable. 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 are received. Medical claims are processed within 35 days currently. You’re welcome to reach out to us if you have any other questions or concerns, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I submitted my request and received a response fairly quickly. However, I questioned the payment and have not received an answer back. My claim was split into two, which was fine and understandable, but I wondered if on the second part of the claim if I would be reimbursed for Lucy‘s vaccines. Or, will the cost of these Vaccines reduce my deductible. Please advise. Thank you”

Helpful Report

Posted 2 years ago

Hi Janet, thanks for reaching out to us. When there’s 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. Vaccines would be processed under the wellness claim. 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. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“My claims process was a little frustrating. They closed the claim twice due to not getting the requested information (all visits from the prior year) from the vet. However, as soon as I called the vet both times, they were very willing to help & provide the same information PetsBest apparently requested. I feel like a simple phone call could have been made by the adjuster to eliminate some confusion. All in all, it took almost 4 months to settle a small claim where my cat got an ulcer on her tongue. The timeframe & extra work from me was frustrating, but ultimately it did get settled to my approval. All of the service reps I spoke to were nice & knowledgeable - just unorganized on the back end, it seemed.”

Helpful Report

Posted 2 years ago

Hi Meredith, thanks for your time and feedback. We're happy to hear that all the service Agents you've spoken with have been nice and knowledgeable. When we receive an Accident and Illness claim we may need to establish the pet’s medical history, so it is normal for us to request all the pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Unfortunately, some veterinarians require the Policyholder to contact them to release the medical records to us. Also, each pet’s medical history is unique, so sometimes we need to find out when the pet was obtained, and acquire the names of all treating veterinarians to determine if we have all the medical records that exist for the pet during the required time frame. If we don’t receive all the pet’s medical records in a timely manner, we close the claim until we receive the required medical records. When we close a claim due to lack of medical records, once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim to it for processing. Resubmit claims processing time is based off the date we are able to open a new resubmit claim with the required information, as they are processed within 30 days from that date currently. We apologize for any inconvenience and frustration this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“Amazing customer service but my policy shows 100% reimbursement and I paid $400 something for the vet bill and somehow the insurance only reimbursed me $94 that's not 100% reimbursement that's not even 80% reimbursement which I also have I don't particularly like being fooled or lied to please fix this.”

Helpful Report

Posted 2 years ago

Hi Brittany, thanks for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. You can find your Policy Documents under Documents and Forms in your account on our website. We’d be happy to go over your claim and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“Not being able to change deductibles unless they are claim free for a year is ridiculous. I really don't understand what I'm paying for when very little is covered.”

Helpful Report

Posted 2 years ago

Hi Martha, thanks for your time and feedback. Only our newest Underwriter allows upgrade requests on Annual Policies. Unfortunately, Accident and Illness Annual upgrade requests have strict eligibility requirements. The request must be made by the Policyholder to either reduce the deductible by up to $200 maximum, or increase the reimbursement rate by 10% (only within the ranges that we offer). The request must be made within 30 days prior to renewal for the effective date of the renewal. The policy is subject to an Underwriter Review at that time, and if there have been any Accident and/or Illness claims filed during the prior policy year, the pet’s policy wouldn’t be eligible for the upgrade. You can find your Policy Documents under Documents and Forms in your account on our website. You’re welcome to reach out to us if you have any other questions, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“Multiple items not covered even though they are prescriptions. Crazy cost increases each yea for coverage on my pet. Wont be using this for any future pets of mine.”

Helpful Report

Posted 2 years ago

Hi Michael, thank you for your time and feedback. We’re sad to hear you won’t be using us for any of your future pets. 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. We send out your Policy Renewal Packet prior to your renewal via email, to advise of the upcoming renewal premium. 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. For a medication to be considered for coverage under our Accident and Illness policy, the Policyholder must subscribe to Take Home Prescriptions, the condition must be a covered condition, and the medication must be on our List of Covered Medications, which can be found under Documents and Forms in your account on our website. If these requirements are not met, the medication wouldn’t be covered by the Accident and Illness policy. We’d be happy to go over the options to reduce your premium and your claims with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“My review is solely based on how long it takes for my claims to be reviewed and processed. I don’t believe that reviews are processed on a timely manner.”

Helpful Report

Posted 2 years ago

Hi Naela, 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 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 usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I am concerned about too many parimeters”

Helpful Report

Posted 2 years ago

Hi Christine, thank you for your time and feedback. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“Dissappointed in the wellness coverage not worth it”

Helpful Report

Posted 2 years ago

Hi Denise, thanks for your time and feedback. We’re sad to hear that you’re disappointed in your pet’s wellness coverage. 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. Our phone 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I appreciate the help with ongoing issues, such as the prescription medicine I need to provide for my dog. The processing time can be long. I would think there might be a faster way to submit for ongoing situations and get the response as there is nothing new about the situation. I used to be able to submit the information right from my vet at the time of an appointment (with another company) which was very nice - cut down some on time. Insurance is not friendly to adopting older dogs, I have had to spend a lot on my dog since adopting her at 10. She literally came with a bad ear infection and nothing was covered. I had to do dental work for $1200 and nothing was covered. But overall, I am thankful for what PertsBest has supported.”

Helpful Report

Posted 2 years ago

Hi Shayne, thank you for your time and feedback. We’re glad you’re appreciative and thankful for the support with your dog. 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 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 usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find your Policy Documents under Documents and Forms in your account on our website. If you have any other questions or concerns, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“expensive; processing of claims is too slow - appeal process is too slow.”

Helpful Report

Posted 2 years ago

Hi Rose, thank you for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Medical claims are processed within 35 currently. Appeals are processed within 90 days currently. We apologize for any inconvenience this has caused and thank you for your patience. 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. We send out the Policy Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. 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. 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. Our phone 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I have the insurance for emergency care. Routine care typically is not covered. Vaccination should be covered for the cost of the plan but it’s not I recommend having pet insurance, and I will continue to look for better deals.”

Helpful Report

Posted 2 years ago

Hi Susan, thanks for your time and feedback. We’re sad to hear you will continue to look for better deals. 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 Documentation and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“In the early years, I was very pleased with Pets Best but once covid hit, the service was just not there. It used to take 3 days approx. to process a claim and now they say 30 days even after covid. Last year we were paying $124 a month for our older dog. This year it jumped to $264 a month for max annual payout of $5000. That doesn't make economic sense. I will be cancelling and putting the money away for my own pet fund.”

Helpful Report

Posted 2 years ago

Hi Deborah, thanks for reaching out to us. We’re sad to hear you will be cancelling your pet’s policy with us. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Medical claims are processed within 35 currently. 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. We send out the Policy Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. 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. 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. Our phone 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“Ok thus far”

Helpful Report

Posted 2 years ago

Hi Anne-Marie, thanks for your time and feedback. We’re glad you’re feeling okay with your coverage thus far. If you have any questions or concerns we’d be happy to go over them 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I thought they would cover more than what theyDo. Dissatisfied a little.”

Helpful Report

Posted 2 years ago

Hi Monique, thanks for your time and feedback. We regret to hear you’re a little dissatisfied. 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. Our phone 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“I’ve been having difficulty with a claim- after attaching documentation, I keep being told they have not received it.”

Helpful Report

Posted 2 years ago

Hi Scott, thanks for reaching out to us. We left you a voice message regarding your claim submittal today. To process a claim, we require an itemized invoice showing 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. If you’d like to update your current claim, you can send us the itemized invoice showing proof of payment via email to claims@petsbest.com. Please reference the claim number you received today in the subject header for filing purposes. If we can be of further assistance, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“Takes extremely long for claims and forever to be deposited into my account”

Helpful Report

Posted 2 years ago

Hi Tina, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“1st experience with claims processing wasn’t hard at all. The reason for the 3 stars is simply the fact that due to having a puppy we went for his 1st visit. We purchased the wellness option and after his 1st visit we have maxed out his wellness payouts. Puppies have multiple visits and some of his vaccines aren’t covered.”

Helpful Report

Posted 2 years ago

Hi Kennard, thanks for your time and feedback. We're happy to hear your first experience with claims processing wasn't hard at all. 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, when your pet is a puppy and requires multiple puppy visits for booster vaccinations, you may use up all the wellness exam and general vaccination 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 Information and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 2 years ago

“It was good at the beginning, but it doesn't seem to cover basic animal needs.”

Helpful Report

Posted 2 years ago

Hi Kelsey, thanks for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. 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 Information and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 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 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