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

“Can’t ever get on the website.”

Posted 1 year ago

Hi Barbie, thank you for sharing your thoughts as they are important to us. We understand your concerns about the website functionality. Pets Best strives to provide a seamless experience. If you are using the application, please make sure you are on the newest version. To help troubleshoot the concern, you may contact our Customer Care team to provide your device information and details about the issue so we can look into this. 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. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Reimbursement was very slow and there was poor communication throughout the process. Initially, I received an email saying I did not provide a proper receipt, followed immediately with an email stating that the claim was being processed. I called to clarify and was told everything looked fine and the claim was being processed. After a couple of weeks I received another email apologizing for the delay. I then checked the claim status online and there were 2 claims for the same date, one for wellness and another for medical. I then called and asked why there were 2 claims when I only submitted a wellness claim. I was then told it was because of a stool analysis, which was part of my pet's check-up. Coincidentally, my pet had the exact same check-up last year and the stool analysis was cleared as part of that wellness claim. It took over 3 weeks for the reimbursement compared to less than a week the year prior and not once did I receive a courtesy call or an email explaining the reason for the delay, just multiple emails stating that there was a delay.”

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Posted 1 year ago

Hi Matthew, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“They honestly don't pay much in reimbursement. Didn't pay for spay. Don't post for annual checkups or meds. I've paid 3x the full vet bills for my dog's life in insurance payments. After a $800 annual and lab visit. They only covered 200. Sad”

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Posted 1 year ago

Hi John, thanks for sharing your thoughts as they are important to us. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“When I first pruchsed this insurance it was priced reasonably. It has gone up 50% in three years. I will not recommend this insurance to anyone. Also, the technology of the app has been awful.”

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Posted 1 year ago

Hi Denise, thank you for your time and feedback. We understand your concern about affordable coverage. The premium 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 can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like, we’d be happy to go over your options for reducing your premium. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I have been a Pet's Best client for about 12 years. I have seen premiums increase dramatically during that time, particularly as my dog has aged. I am considering adding a third dog to my account, however when premiums for the three top $800 a month, well, there is need to rethink and look at options. PB does offer a 5% multi dog discount, but I think they should do better than that. Another consideration is the length of time it takes to receive reimbursement for covered expenses. And consider that PB will not pay for expenses if there is a vaccine available. Lepto for instance. The vaccine covers only 5/20+ strains. If your dog isn't vaccinated, tough luck.”

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Posted 1 year ago

Hi Mary, thank you for your time and feedback. We understand your concern about affordable coverage and we're happy to help. The premium 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 can occur annually at renewal to balance these age-related health risks with rising medical care needs. Additionally, under our policy underwritten by Independence American Insurance Company, the policy is designed to cover vaccinable diseases only when the vaccine is administered under the manufacturer's recommended schedule. If you’d like, we’d be happy to go over your options for reducing your premium or any coverage questions you may still have. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I purchased this insurance because it covered spaying. I just get my claim back and it said it's not covered under essential wellness plan. The declaration page says it is under BestBenefit & EssentialWellness. BestBenefit shows coverage of spaying. Which is weird because I have both. Granted I didn't pay alot for the spaying but this is wrong. The information is VERY MISLEADING!!”

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Posted 1 year ago

Hi Nikki, thank you for sharing your thoughts and feedback. We understand your concerns about the coverage for spaying. Our BestWellness endorsement is the only endorsement where we offer reimbursement for a pet’s spay or neuter. The BestWellness plan covers up to $150 of the total cost of the surgery. If you subscribe to EssentialWellness or do not subscribe to a wellness endorsement at all, there would be no coverage for a spay or neuter, as preventative care is a direct exclusion of our BestBenefit Accident and Illness policy. If you have any additional questions or concerns about your selected policy, 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Takes way, way too long to finish a claim. Finds excuses not to pay.”

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Posted 1 year ago

Hi April, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Poor reimbursement for the amount I have paid. Will likely cancel”

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Posted 1 year ago

Hi Winifred, thanks for your time and feedback. We understand your concerns about reimbursement and we're sorry to learn you may be ready to cancel. If you’d like, we’d be happy to go over your 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Not sure worth the increased premium. Maybe looking for less expensive with better benefits.”

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Posted 1 year ago

Hi Debbie, thank you for your time and feedback. We understand your concern about affordable coverage. The premium 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 can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like, we’d be happy to go over your options for reducing your premium. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I'm fairly new to pet ins & only went w Pets Best upon recommendation of my neighbor; I'm not so sure I made the right decision. After having to take my dog to Urgent care on a Sat & then again to Emerg care on Sun; I ended up with a total due of $1346.34; my deductible was $500 & Pets Best pd only $272.49 of $846.34. I would not say that's very could coverage for what I thought was a good plan where I pay extra. I will see if my neighbor can decipher what was & was not covered, as I belieive I bought the same coverage as she. I have not been very happy so far with Pets Best. Terry H”

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Posted 1 year ago

Hi Teresa, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage and claims outcomes. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. If you’d like to discuss the specifics of your claim, we'd be happy to assist. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Too long to get reimbursed. Should have 100% reimbursement on all shot packages”

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Posted 1 year ago

Hi Elisha, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“My last visit to the vet on 03/21/24 cost approximately $100.00, of which insurance reimbursed me approximately $20.00. It seems I'm paying far more in monthly premiums, then I am being reimbursed for vet bills ? It seems more cost effective to just pay the bills, & for go the insurance coverage. I understand in the event of a catastrophic event the services of the vet would be rather costly. But the chances of such a event is extremely remote. The insurance reimbursement for routine vet bills is far less then the monthly insurance premiums .”

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Posted 1 year ago

Hi Ernest, thanks for sharing your thoughts as they are important to us. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Too expensive”

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Posted 1 year ago

Hi Billie, thank you for your time and feedback. If you’d like, we’d be happy to go over your options for reducing your premium. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Not worth it. Process times too long and coverage low”

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Posted 1 year ago

Hi Anthony, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Insurance is extremely expensive and when claims are made, very little money is given back. I bought the 80% coverage after a $250 deductable and the 20% I am responsible for is taken out BEFORE the deductible is subtracted resulting in more money to the insurance company. Claims processing take a long time. I wish Pets Best would do something to fix these issues and make their customers happy.”

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Posted 1 year ago

Hi Josh, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Getting almost nothing on a claim”

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Posted 1 year ago

Hi Edward, thank you for your time and feedback. We continually 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 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“When I submit a receipt for my dog’s heart worm flea tick parasite combo, I should get more than $50. I should get both flea tick AND heart worm since it’s a combination medication and more expensive. It cost me $277 for a year and all I get is $50?! I definitely don’t get my money back having wellness coverage so will be looking at that at renewal time.”

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Posted 1 year ago

Hi Kristina, thanks for sharing your thoughts as they are important to us. 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claim 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Seems to take quite awhile for reimbursement for pet approved treatments compared to another pet insurance co I have another pet registered through”

Helpful Report

Posted 1 year ago

Hi Elizabeth, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Many delays in processing claims. They need to hire more people. They are exceptionally expensive. They denied claims for my dog Rex who had heart murmur noted at 5 years old,and 6 years later the heart started to fail, and he was placed on drug Vetmedin which was $ 100 per month. He was euthanized at 11 y old this past Oct w respiratory failure and heart failure. They denied months of coverage on Vetmedin, and on appeal, denied it again even tho my vet wrote a letter. They stated that the heart murmur was preexisting, and thus, heart failure was pre existing. I am not happy with them. I cannot changed insurances because then my 2 other dogs would have all pre existing issues with a new insurance. My advice...use another insurance company.”

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Posted 1 year ago

Hi Susan, thank you for your time and feedback. We’re so sorry to hear of the loss of your pet as we understand that losing a pet is like losing a family member. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Processing time is always well beyond the promised the window and they don’t cover many prescriptions”

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Posted 1 year ago

Hi Kristen, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year 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

Pets Best Insurance Reviews