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

“The time that it takes to get reimbursed and the the high cost of the insurance and the cost in price increases which I consider outrageous. The reimbursement for veterinarian care has not kept pace and the time that it takes for reimbursements is horrendous. I’ve had insurance for over 10 years with Pets Best.”

Helpful Report

Posted 1 year ago

Hi Walter, thank you for your thoughts as they are important to us. 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. 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 1 year ago

“Took Pets best a little over a month to complete the claim. They must have sent 5 to 10 emails saying they need information from my vet. Upon calling my vet I asked them if Pets best had contacted them and they just did the very day I told them I doubt I would renew because this claim was taking too long. I know my vet wouldn't lie, as I have been with them for 20 years. So had I not said this to them would this claim have been processed?”

Helpful Report

Posted 1 year ago

Hi Michelle, 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. 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. 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 1 year ago

“Claims take forever to process and I still don't know how they decided that my newly adopted shelter dog with ZERO medical history on file somehow had allergies as a pre-existing condition when I took her to the vet for the first time and the note said she had some redness on her paw. But they use anything to deny claims. Oh yeah, they also denied her first vet visit because I didn't send a year's worth of medical records when I had only had the dog for a month and sent all her ASPCA adoption records. Not the best company and again, they will try anything to deny claims. You will have to call repeatedly and stay on them to get the benefits you pay for.”

Helpful Report

Posted 1 year ago

Hi Angelina & David, 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. 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 1 year ago

“We had a very expensive trip to the vet that included yearly shots as well as wellness care for our pet's ear infection. The total cost of the visit was over $1200. Pet's Best took well over a month to reimburse us, and then only paid for $700 of the trip even though our deductible for the year has been paid. The EssentialWellness package screwed us over and only covered $350 of our bet's shots for the year. I am highly disappointed.”

Helpful Report

Posted 1 year ago

Hi Patrick, 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. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. 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 1 year ago

“Was good when he was a baby. Now he’s 4 and not only did the rate go up, they paid nothing on his well visit. Will be canceling.”

Helpful Report

Posted 1 year ago

Hi Anna, thanks for your time and feedback. We regret to hear that you’ll be canceling your policy. 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. 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 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 1 year ago

“Claims take awhile, I filled out one and they emailed me a month later.”

Helpful Report

Posted 1 year ago

Hi Jacob, 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 1 year ago

“I have am issue with a claim processed. I've reached out amd have heard nothing back. They say I didn't provide a detailed invoice for a heartworm injection when it is itemized. When reaching out to customer service via email. I have received no response.”

Helpful Report

Posted 1 year ago

Hi Jerilyn, thanks for your time and feedback. We strive to deliver the best customer service 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 claim 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 1 year ago

“Almost a year in. The result. I spent $702 on a policy that doesn’t cover medical conditions. My dog has now been found to have allergies requiring monthly shots and prescription food NOT COVERED🤔. He got kennel cough NOT COVERED🤔. Couple more I could list. Short of a major medical incident this is not worth the 💰. Going forward I’d rather put $700 in bitcoin and roll the dice.”

Helpful Report

Posted 1 year ago

Hi Andrew, thanks for your time and feedback. 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. 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 1 year ago

“I'm having a hard time justifying paying almost $100 a month when I have claims being rejected and it doesn't seem that my reimbursements are at 90%...which is what I pay for.”

Helpful Report

Posted 1 year ago

Hi Tiffiney, thanks for your time and feedback. 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 1 year ago

“Thinking of canceling. The plan is overpriced for what you have covered for us over the past couple of years.”

Helpful Report

Posted 1 year ago

Hi Ashlee, thanks for your time and feedback. We regret to hear that you’re thinking about canceling your policy. 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. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. 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 1 year ago

“It took them a month to review my claim”

Helpful Report

Posted 1 year ago

Hi Allissa, 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 1 year ago

“Very disappointed so far. First claim was reviewed quickly. The second one took 70 days. After 20 or so, I reached out and was told it was under review. After about 30-35, I was told that they needed vet records. I reached out to my vet and not even a day after, they closed my claim due to lack of response. My vet emailed them same day I reached out to them and same day pets best emailed me. Let’s beat them created a new claim, already having my vet records at this point and took another almost 30 days. Completely unacceptable.”

Helpful Report

Posted 1 year ago

Hi Bj, 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. 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. 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. Once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim(s) 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 may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your claim processing 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 1 year ago

“Took over a month to process my simple Claim. I still haven’t received funds for it yet and my premium increased and they added a deductible I never had before. I’ll be shopping for another provider.”

Helpful Report

Posted 1 year ago

Hi April, thanks for your time and feedback. We regret to hear you’ll be shopping for another provider. 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. 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. 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 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 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 1 year ago

“My only complaint so far is how long it takes to process claims. I have only had 2 claims and it has taken a month for each one to process.”

Helpful Report

Posted 1 year ago

Hi Jacob, 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 1 year ago

“Claims take for ever to get reimbursed, I have a care credit card to help limit out of pocket expense. Doesn’t seem to be working….always have to pay whole total out of pocket. Because I don’t get reimbursed immediately.”

Helpful Report

Posted 1 year ago

Hi Marie, 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 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 1 year ago

“When we joined Pets Best it was ok, the price was good monthly, and now obv has gone up. the processing of claims takes forever, it wasn't until the last claim we submitted that we received a reimbursement back rather quickly, prob because it was for only $45 bucks. I feel what we pay annually for what we get back when we use the ins plan just doesn't make sense. We are currently looking for a new Ins plan”

Helpful Report

Posted 1 year ago

Hi Vincent, thanks for your time and feedback. We regret to hear you are currently looking for a new insurance plan. 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. 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. 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 Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over the Wellness Schedule and 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 1 year ago

“I think that your premiums are extremely high with no credit for good health. My premium is $87 a month and the rates just keep going up despite not filing any claims except for annual shots and medicine, which you reimbursed very little on. I think I paid $800+/- the last couple of years and was reimbursed under $200 each year. I will probably not renew my policy again.”

Helpful Report

Posted 1 year ago

Hi Laurie, thanks for your time and feedback. We regret to hear you probably won’t renew your policy again. 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. 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 Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over the Wellness Schedule and 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 1 year ago

“This insurance never seems to cover anything. Simple ear infections, office visits, you get a fraction of your money back. Looking for a new insurance. Also it takes 6 weeks just to find out you’re getting 17-30 dollars back on a $400 vet bill. Tired of it.”

Helpful Report

Posted 1 year ago

Hi Nicki, thanks for your time and feedback. We regret to hear you’re looking for new 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. 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. Unfortunately, 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 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 1 year ago

“They never counted the annual check up for my pet. But never got reimbursed. I’m considering canceling my membership. Won’t recommend it as well.”

Helpful Report

Posted 1 year ago

Hi Ellen, thanks for your time and feedback. We regret to hear you’re considering cancelling your policy. If you’d like, we’d be happy to go over your claim 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 1 year ago

“In general was happy with claim reimbursement this time over 3 wks. I also called the other day to update them on my dogs claim still not processed to let them know about her diagnosis last yr. this yr saying unknown. Gal I spoke to from the start of answering the phone seemed I was a bother even before I explained while I was calling. If she was the one selling me a policy I would of looked elsewhere.”

Helpful Report

Posted 1 year ago

Hi Karen, thanks for your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We appreciate your feedback, as it assists us in working towards better customer satisfaction. We hope you have a good day. – PF

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