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

“Very disappointed in coverage amounts for the highest policy coverage, I was going to add 2 more pets but it is cheaper not to have this coverage. I won't be renewing my policy”

Helpful Report

Posted 3 years ago

Hi, we are sorry to hear you are canceling your policy. Our plan is very comprehensive and we offer a lot of options if you are looking for more coverage, we recommend you speak with one of our agents to review your options.

Posted 3 years ago

“They used to be good but continue to use the "pandemic" as an excuse to take over 2 months to pay out claims. Which really does defeat the purpose of pet insurance. I will never use them again for any other pets in my family.”

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Posted 3 years ago

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

Posted 3 years ago

“I opted for the best and most expensive policy. Included in that policy was supposed to be an anual wellness check. I took my puppy for his first wellness check and I received an email stating that I would not be reimbursed. I didn’t even bother calling them to ask why, I just canceled my policy. My time is too valuable.”

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Posted 3 years ago

Hi, we are sorry to hear you did not speak with a rep regarding your claim. We hope your pet is well and we wish you the best.

Posted 3 years ago

“The review process took several months and at the end nothing was covered for one reason or another. I feel like this insurance policy is a scam”

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Posted 3 years ago

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

Posted 3 years ago

“I never received a policy and was never made aware there was a deductible and a co-payment. I paid 650 vet bill and they reimbursed me 43 dollars. Not happy with this service l.”

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Posted 3 years ago

Hi, you choose the deductible and copay when you enroll. This is not something we set on the policy, it is selected by the policy holder. If you would like a more comprehensive policy we recommend reaching out to our team to go over options.

Posted 3 years ago

“I'm just very disappointed that I have been paying insurance for two years in the event that my dog ever had a major surgery she would be covered. That time came this year and I felt safe knowing that all the money I've been putting to it would come to good use. Turns out you guys found a loop hole to not cover pretty much any of the surgery and it makes me wonder why I'm wasting my money paying for something that doesn't help me when I really needed it. I'll have to think about if I will be moving forward with this insurance.”

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Posted 3 years ago

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. Your pet did not have the required dental cleaning prior to this issue of dental disease and therefore, the claim was denied accordingly.

Posted 3 years ago

“Waiting one month for a claim to settle.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“Premium too high when pet gets older. Response to payment request too long.”

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Posted 3 years ago

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

Posted 3 years ago

“We switched to Pets Best after a friend recommended them. Since we've switched our dog was diagnosed with cushing diesease and chronic pain. We have had to go back and forth for months for each claim we have submitted to help with her vet bills for testing, medications, etc. for months. For a pet insurance company who is supposed to want to help animals and keep them healthy- they do a terrible job for owners making this happen. We've spent over 2,000 dollars for our dogs new diagnosis to have hardly anything reimbursed back to us. Would not recommend unless you're dog is in perfect condition and wrapped in bubble wrap and then you don't even need pet insurance.”

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Posted 3 years ago

Hi Amanda, our records show your claims for cushings disease were all processed and paid in your favor. We encourage you to contact customer care if there is confusion on how claims are processed. Have a good day.

Posted 3 years ago

“Horrible insurance that rejected my claims. I should just cancel it.”

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Posted 3 years ago

Hi Lynn, we are sorry to hear your claims were denied. We recommend speaking with customer care to determine the reason for denial and gain better understanding of what your policy is meant to cover.

Posted 3 years ago

“Took over a month to find out I won’t be reimbursed of my first 2 bills. I’m canceling my plan immediately, this is a useless scam”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. We are sorry to see you go and wish you the best.

Posted 3 years ago

“My dog has developed Diabetes. I have submitted bills from the Vet and hospital. The amount was approximately one thousand dollars. I have now received $23.00 for bills submitted. I find this disgraceful. I would never recommend this company to any of my friends.”

Helpful Report

Posted 3 years ago

Hi Robert, you have a per incident deductible of $500 that must be met before your vet bills are paid at 80% up to the lifetime per incident limit of $7000. After your deductible was met, you received 80% of the remaining vet visits. Now that your deductible for this incident has been met, you will not need to meet it again since its not an annual policy, and you will receive 80% coverage up to the $7000 limit. We hope this helps clarify your plan.

Posted 3 years ago

“No communication on claims”

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Posted 3 years ago

Hi Tom, we communicate updates via email and your online customer portal. If you need assistance with downloading the phone app or loggin in, please give us a call.

Posted 3 years ago

“They didn't accept our vet's charges. Besides paying for the insurance we are now in debt for a condition that ultimately was just discovered.”

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Posted 3 years ago

We are sorry to hear that. However, “Pre-existing” is defined as any condition that was present before the policy effective date, even if it wasn’t formally diagnosed by a veterinarian. This also includes anything that develops during your waiting period. So, if your pet has any health conditions that were present before your policy began, those conditions won’t be covered by any pet insurance plan, even if you’re not sure what’s wrong with your pet.

Posted 3 years ago

“Claims take months to process. I have no idea why would it take so much time. IF this continues, I am going to switch over to another insurance company.”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“I got pet insurance for a reason, to feel safe if my dog has an accident or illness. With Pets "Best" all I've received is headaches, stress, and a drain on my bank account. I read the fine print and yet my claim was not approved after being seen when she was sick. They told me she needs more tests (what should be covered) but she sits home sick because I'm afraid Pet's "Best" will pull the rug out from under me like they've done in the past. I'm forced to shop around for a new company because getting you're claim paid is worse than pulling teeth. They DO NOT make me feel safe.”

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Posted 3 years ago

Hi Dana, claims are processed with your vet's medical records. If the records indicate a condition originated prior to coverage, we wont cover it. If you disagree with the claim decision, you are welcome to file an appeal with supporting documents. “Pre-existing” is defined as any condition that was present before the policy effective date, even if it wasn’t formally diagnosed by a veterinarian. This also includes anything that develops during your waiting period. So, if your pet has any health conditions that were present before your policy began, those conditions won’t be covered by any pet insurance plan, even if you’re not sure what’s wrong with your pet.

Posted 3 years ago

“Never heard back on a claim I filed. It's basically cheaper to simply pay the vet bill out of pocket than continue to pay a monthly fee and wait FOREVER to hear back on your claim. I cancelled and moved on...”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

“We spend almost $400 and all I got back was $65 for the vet bill I paid $50 a month for this insurance so it feels like I didn't get anything back putting more money in this my dog only goes vet twice a year”

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Posted 3 years ago

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

“I had 6 pets insured through this company. My cat suddenly suffered a blood clot and we rushed him to get treatment. The first office recommended we take him to a pet hospital for immediate treatment so we rushed there. But sadly, my sweet boy died. Of course, this was absolutely tragic, and I'm sure pet insurance companies deal with this sort of thing all the time, which would make more sense for them to make sure they communicate with their customers and show some sympathy. I filed a claim and not only did Pets Best not respond, they didn't even send me a 'Sorry your pet passed." They acknowledged the receipt via an automated system and clearly saw he passed...and they didn't even send an email. Even the initial office I took him to called the pet hospital, found out about his passing and sent me a sympathy card--an office that is constantly busy and 24/7 had enough humanity to check on my furbaby and out of kindness send me a card in the mail. Pets 'Best'? They didn't even remove him from my plan. They continued to charge me and not process the claim for nearly 6 weeks. It should have been processed in a week or two at most. I had to send several emails and finally threatened to report them to the state. STILL they didn't respond, instead they processed the claim today to avoid a state complaint. Far from the Best, they clearly only care about money”

Helpful Report

Posted 3 years ago

Hi, we are sorry to hear you had a negative experience and will pass your feedback along. Its important to note you will always receive an email confirming we received your claim before a processor starts reviewing your claim. The invoices we received to process did not indicate the pet had passed. We hope the rest of the pets are doing well.

Posted 3 years ago

“Very slow turn around on claims and customer service agent on the phone was unprofessional”

Helpful Report

Posted 3 years ago

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

Posted 3 years ago

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