Pets Best Insurance Reviews

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

4.3 Rating 28,001 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,001 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very absent costumer service. Will be changing soon.”

Helpful Report

Posted 3 years ago

Hi Margaret, we are sorry to hear you are thinking of leaving Pets Best. We hope you find the company that is right for you.

Posted 3 years ago

“I've got my claims back three times already. It is not easy to get reimbursement. They always find something wrong with each claim submitted mote than once and returned to me multiple times to resend claims. It is very frustrating!”

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Posted 3 years ago

Hi Kelly, we process claims based on the itemized invoice we receive and medical records from your vet. We will notify you if information is missing so we can continue processing your claim.

Posted 3 years ago

“There is NO customer service either on chat or on the 800 number. Claim service is in excess of 35 days for reimbursement however they do collect the insurance premiums promptly. Horrible horrible horrible”

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Posted 3 years ago

Hi, we do have a large team of customer care representatives that answer calls in the order in which they are received. We appreciate your patience while your claim is processed. Please allow 39-45 days and we will contact you when the claim is done processing via email

Posted 3 years ago

“The lack of communication and movement on claims submitted is poor. The lack of monetary coverage on WellCare is also substandard according to veterinary practices and current rates.”

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Posted 3 years ago

Hi Jason, Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“Nothing is really covered.”

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Posted 3 years ago

Hi, we actually have one of the most comprehensive plans in the industry. We recommend reviewing your coverage with a representative to gain a better understanding of the specific plan you enrolled in. Have a good day!

Posted 3 years ago

“I paid for the program 2 months ago and have had 2 visits to the vet that I submitted receipts for reimbursement from Pets Best and I still haven't received them. They keep saying they are behind and sorry. But waiting more than 2 months for payment and still not getting it is ridiculous. They sure are quick to collect my premium.”

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Posted 3 years ago

Hi, claims are processed within 39-45 days. We received your claim 8/11/21 and its currently processing. We will contact you if additional information is requested.

Posted 3 years ago

“The processing time for claims are really long. By the time they send the explanation of benefits, I would have forgotten the claim was. The money I paid for the insurance was not worth it as half of the things for which I took my dog to the vet were not covered. I did not find a cancellation button on the app and Didn't realize that it got renewed as I was planning to cancel it. I have reminder this time to remind Me to cancel the policy. Hopefully I will be able to that”

Helpful Report

Posted 3 years ago

Hi, we understand your concern and we are working on quicker claim processing time. We are sorry to see you go and wish you the best.

Posted 3 years ago

“Claim reimbursement is ALWAYS extremely slow…..it has been this way for years. Also, don’t try to make sense of it but just know your $1,000 deductible is really $1,200 because they apply a coinsurance to even your money so in essence you pay 120% if your deductible before they pay $1. I have been a claims professional for over 20 years and this is the worst case of fuzzy/funny math I have ever seen. Shop elsewhere. Try Truepanion.”

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Posted 3 years ago

Hi, you are correct. We do not offer 100% reimbursement, therefore, the leftover balance will be your copay. Additionally, you choose the coverage for your pet, we do not have a standard $1000 deductible. In fact, most people choose a $200 annual deductible with 90% coverage which would leave you with a 10% copay. We hope you find the company that is right for you.

Posted 3 years ago

“I've been paying for this insurance for years now and still barley covers anything that I need to take my pets in for. Waste of money. I will be canceling finally”

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Posted 3 years ago

Hi Kacey, the policy will cover based on the coverage you selected. If you would like a more comprehensive plan, give us a call!

Posted 3 years ago

“The first person I talked to on the phone told me emailing my quote would be the quickest but the next person said uploading through the app is much faster so I went a week without even a confirmation email. It took over a month to get the my quote reviewed and sent over, not to mention another week to receive a check. My dog had to go in for an emergency vet visit and ended up having to be given special food (not covered), an anti-diarrhea medicine (not covered), and they also did not cover the fecal disposal fee at the vet. All of these had to do with what she was being treated for. Bill ended up being $400 ($200 deductible) and they covered less than $100. What an absolute waste. Extremely disappointed and will be canceling my insurance.”

Helpful Report

Posted 3 years ago

Hi, the quickest way to file a claim will always be through the phone app. However, claim processing is the same for everyone and these claims are processed in the order in which they are received. Please allow 39-45 days for claims to process. We are sorry to hear we are not the company for you and wish you the best.

Posted 3 years ago

“They take double the time they tell you to pay the claim and then when they do pay the claim they deny a good chunk of the dental part of the claim because my cat hasn’t had a dental under anesthesia in over a year. Guess what there was a pandemic and the vets office was closed and they weren’t doing any surgical procedures for over a year. I booked the earliest appointment I could which was about 18 months out. Thanks for your lack of awareness.”

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Posted 3 years ago

Hi, you are correct. Our periodontal coverage essentially works like this: From age 0 to age two, there is no teeth-cleaning requirement in order to have periodontal coverage. In other words, as long as periodontal disease is not pre-existing to the policy when your pet is age 0 to age two, your pet is not required to have a teeth cleaning to have periodontal coverage. For pets aged 3+, Pets Best will verify with your vet a teeth cleaning was done in the previous 13 months. As long as that teeth cleaning comes through with no signs or symptoms of periodontal disease, your pet will have coverage if this develops. This cleaning must be done under general anesthesia. Additionally, any pre-existing periodontal disease will not be eligible for coverage under our policy. Your pet must be free of all dental disease at time of sign up. This is a policy clause which is part of the contract you enrolled in and its enforced.

Posted 3 years ago

“I submitted. $1500 worth of vet bills after my dog’s death and didn’t receive a penny. This company has no right to be called “Pets Best”. In my opinion they are a sleazy outfit who will collect premiums for nine years and when a claim is submitted after your best friend has died, it is denied. I had to wait 3 months for them to get back to me.”

Helpful Report

Posted 3 years ago

Hi Art, we are sorry for the loss of your pet. Your claims were not denied. They were closed due to lack of information. We advised several times we need medical records from your pet's clinic and these were not received. We cannot process the claim with only the medical records from the date of service. You are welcome to send in all the medical records to medicalrecords@petsbest.com for us to reopen the claims.

Posted 3 years ago

“Horrible experience. Long claims processing times and they don’t care. Only makes excuses. This is not worth joking this company. I would highly advise looking at Trupanion and others.”

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Posted 3 years ago

Hi Breta, claim processing time on average can take 39-45 days and these claims are processed in the order in which they are received. We are sorry to hear we are not the company for you and wish you the best in your research for a new policy.

Posted 3 years ago

“Very misleading, the coverage is not 90 percent as advertised. They only cover shelter priced vet visits. This is about 50 percent compared to their competitors, who do cover 90 percent. Upon speaking further with their customer service, it was explained that not everything falls under this 90 percent category. This should have been explained clearly on the date of purchase. Now i am stuck paying for vaccines, neuter and routine kitten visits out of pocket, and we have only seen the vet once for kittens first vaccines. Not worth $45/per month.”

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Posted 3 years ago

Hi, we understand the confusion. We only cover 90% of medical vet visits, not routine care visits. Wellness is reimbursed based on a benefit schedule thats posted both on our website and your quote form prior to enrollment so you can determine if it makes sense to include it or not. Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“My dog had some type of allergy incident. Vet put him on apoquel. PETS BEST is denying claim saying pre- existing. How is it pre-existing? Makes no sense AND it took them 39 days to deny. .”

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Posted 3 years ago

Hi, we process claims with medical records from your vet. If you disagree with the claim decision, you are welcome to file an appeal with supporting documents.

Posted 3 years ago

“The worst experience ever. All started great, they charged my premiums to my card every month, so easy. Than you file a claim. Good luck with it! 2-3 hours on hold with claim department, everything was applied to pre-existing conditions while it wasn't. Had to send records 3 times, nobody knows what they are doing, keep repeating themselves like parakeets with no resolution. Took them 4 month to review appeal papers, to issue tiny partial payment without much info as to why. I wouldn't recommend this insurance, it's a waste of money. Oh, they don't let you post bad reviews, they control it too. So my review probably won't be published.”

Helpful Report

Posted 3 years ago

Hi Natalia, your review is published and we are responding to it as we do with all the other reviews we receive. We are sorry to hear you had a negative experience. If you are not sure how your claim was processed, we encourage you to review the explanation of benefits or contact a claims expert customer care representative to go over your benefits. Have a good day.

Posted 3 years ago

“Ridiculous wait times for claims + appeals. Apparently ear infections are pre existing conditions? It’s an infection not a damn disease. Will definitely be looking into other insurances.”

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Posted 3 years ago

Hi Lindsey, we understand your frustration and appreciate your patience.

Posted 3 years ago

“I would not recommend this company to anyone. They lack appropriate customer service skills and do not communicate or update consumers. Terrible experience.”

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Posted 3 years ago

Hi Kayla, we are sorry to hear you had a negative experience and are sorry to see you go. We wish you and your pet the best.

Posted 3 years ago

“I put a claim in 2 months ago. Still no answer”

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Posted 3 years ago

Hi Lorri, claims usually process within 39-45 days currently. We recommend you reach out to customer care to see why your claim closed. Have a good day.

Posted 3 years ago

“Very POOR customer service. Price gouging, premiums every year go up and up, and your explanation for the huge increase is BA. and i would bet that if a class action, the TRUTH would come out ! Take too long to pay claims, but you want your money ASAP ! ands you "live chat" is also BS, its a joke. NO ONE IS EVER ON IT... it does NOT WORK...LOL it takes hours for someone to answer the phone when it comes to claims, but not if you want to get a quote to purchase insurance then less than 2 min.”

Helpful Report

Posted 3 years ago

Hi, we have several policy options to help you find a plan that will fit your budget. Our live chat hours are M-F 7am-5pm MST. Your call will be answered in the order in which it was received. Calling a department that doesnt handle policies such as our sales team will only delay your call as you will have to then be transferred to the correct department. Have a good day.

Posted 3 years ago

Pets Best Insurance is rated 4.3 based on 28,001 reviews