Pets Best Insurance Reviews

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

4.3 Rating 28,374 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,374 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have had ongoing problems dealing with pets best to attempt to get claims paid, three since January 2021 through March 2021. Attempting to reach a person to speak with, on hold 1 1/2 hours on hold and other times in excess of 40 minutes. Trying to explain numerous times, I need the forms to submit mailed to me since I have no way to PRINT them. Then sent the two different forms on different occasions. All the paperwork stated payment was to be paid DIRECTLY to the VETERINARIAN! All the paperwork including the doctors notes were sent multiple times. I constantly get emails from pets best that my claim/s need attention. And I constantly call, wait on hold and when I speak with someone, nonstop apologies and will look into the situation. Plus they requested one year’s worth of paid invoices with doctors notes which the animal hospital sent!!! They hav finally paid on one of the three claims but not the older two. They seem to be better at raising rates and deducting premiums than paying out any claims. COVID-19 is NOT an excuse for extremely poor customer service!!!!! My last conversation with someone at pets best was I was considering contacting the BBB and the Mn Attorneys General Office and filing complaints, possibly for insurance fraud. Since I got this policy through my insurance company recommendation, my agent is letting them know about their practices and tactics.”

Helpful Report

Posted 4 years ago

Hi Nancy, we apologize for the confusion. However, this claim has been denied since you first filed this condition in 2019 and it was considered to be pre-existing based on the medical records of events. We are sorry to hear you are dissatisfied and understand your need to reach out to the parties you listed. Additionally, you are not locked into a contract, please know you are welcome to cancel if we are not the company for you.

Posted 4 years ago

“No customer service! Way to slow paying claims. Go ahead, blame COVID as you have been for 14 months already! Will not be renewing annual policy.”

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Posted 4 years ago

Hi Jimie, thank you for your feedback. We are sorry to hear you are cancelling your policy and wish you the best.

Posted 4 years ago

“Although the wellness plan we have covers many items, it does not go far enough for the cost of the premium. Preventive and required shots should be covered plain and simple. PetsBest did not cover a 3 year DAP shot. Why? It will not be submitted for again for 4 years. These are preventive shots to prevent claims down the pike. In reality saving your company from having to pay out if the dog gets sick. This makes no sense. Also you only covered half of the bordetella/parainfluenza shot. Again preventive and should be fully covered. Too many built in deductibles lowering the amount paid out. Steve & Sharon Nordahl, Nazareth, Pa.”

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Posted 4 years ago

“The new company that took over Pets Best is not the best. Claims processing is way slower and more complicated. They constantly ask for more info and find more reasons to not pay. They are time consuming for me.”

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Posted 4 years ago

“Not happy at all. I had to submit multiple times for a simple well care visit reimbursement.”

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Posted 4 years ago

Hi Katerina, we recommend submitting your claims via the phone app for instant uploads.

Posted 4 years ago

“Takes way too long for my claims to be submitted and receive payment. Considering to switch pet health insurance because of this reason.”

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Posted 4 years ago

Hello, thank you for your review. We are working on quicker turnaround time for claims. We appreciate your patience.

Posted 4 years ago

“Reimbursement as quick and easy to process. Overall regretted signing up for this. I am paying $300 for coverage and the max they pay out is $305 and that is only if your pet receives all the reimbursable items on their list so I am paying more by having insurance... We would have been better off paying our full bill out of pocket. Oh well, lesson learned.”

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Posted 4 years ago

“I am very dissatisfied with the customer service. I am trying to ask questions and get a better explanation of benefits and no one answers the phone or calls back. I don’t know how much longer I will use this company they still have not called back.”

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Posted 4 years ago

“Super shady marketing practices where you're automatically signed up for spam and have to email in order to unsubscribe. 1) Should be able to opt out at sign up and 2) Should be able to change settings in customer portal, not through customer service.”

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Posted 4 years ago

“I am disappointed with the Pet's Best Ins. I have two dogs, a Cavalier Spaniel Pure Bred, and a pure bred German shepherd, so I have what I thought was the best insurance..Wellness included. The policy is set up so most of the treatments which all dogs should have seem to be excluded or at the best a minimal payment, even with the best deductible. I have 90% coverage, and spent a great deal this year, but see very little in the way of payments for these treatments. I plan to go back to my old insurance company that didn't hesitate to take care of all the necessary work needed for the health of the dog....even though it may cost a bit more.”

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Posted 4 years ago

Hi Sanford, 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 4 years ago

“I’m looking for another pet insurance this insurance covers nothing”

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Posted 4 years ago

We are sorry to hear that Christine. We hope you find the company that's right for you.

Posted 4 years ago

“I have been pleased with Pets Best for many years. However a major claim was incorrectly processed and when I appealed, it took nearly six months it to be settled. Another negative is that there is no way I was able to make telephone contact with them about my issue. Email responses were very slow, so I had to resort to faxing my letters to be sure they were read.”

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Posted 4 years ago

We understand. We are very busy and apologize for the longer hold times. We appreciate your patience.

Posted 4 years ago

“I am not happy with the way that you decide what is covered. Even though two different surgeries are performed at the same time, I believe you should split the cost of anesthesia and blood work. All of it would have been covered if it was done separately. It is your way of not covering things that should have been. I have that I should think about cancelling my policy. Not a happy customer.”

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Posted 4 years ago

“You make it very easy to sign up but when it comes to reimbursement, you take forever!!! You provide coverage only after you receive payment but when it comes to the customer, we have to cover the cost up front and still pay monthly premiums and wait for you to give us back what you think is fair.”

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Posted 4 years ago

“Last year had difficulty with claims. They would say not covered then after a phone call it was yes part is covered. Then I renewed but seems like almost every claim I put in, it's not covered. I've read the policy & what I think I should get reimbursed on I don't. Not sure why I'm caring this policy.”

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Posted 4 years ago

“I have struggled with communicating with this company several times and have had claims denied because they are initially reviewed by a computer and it kicked the claim before a human being saw it. I have submitted more than $1,000 dollars in claims at this point and have just gotten back a payment for the first time today. I find it curious that I was asked to write a review the same day I got money but trust me I have not forgotten the hard time that I have had with them in the past and honestly if I could I would go back in time and chose a different company because now I have a chronically ill dog and it would be considered a preexisting condition should I leave so I am stuck.”

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Posted 4 years ago

“Can't believe an ear infection is considered a pre-existing condition! Very disappointed to find out this company will do anything they can to avoid paying a claim.”

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Posted 4 years ago

“Very hard to get someone to talk to. Also, my account withdraw was incorrect and took several times to get it right. I thought I was going to lose my FIFA's insurance. I need t understand what is covered and what is not before next renewal time because as I add in claims some are not approved. Just us trying to understand your process”

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Posted 4 years ago

“For the amount of routine shots and vet visits I’ve gotten very little reimbursement. I’ll be switching coverage.”

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Posted 4 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 4 years ago

“I filed a claim on 1-26-21 The claim took 2 weeks to process! On 2-12-21 the claim was processed, my direct deposit had been set up beforehand. It says it's been paid to me on 2-12-21 but has not been deposited into my account, it is 2-15-21. Still waiting on my money back. So take this review as you will. Pets Best does not have an email you can conveniently use to contact them. (This isn't what ultimately bothers me) just wanted to add it in the review.”

Helpful Report

Posted 4 years ago

Hi Tori, we are happy to hear your claims were processed within 2 weeks. Our average claim processing time is 30-39 days. We appreciate your feedback. You are welcome to reach us via email at customercare@petsbest.com. Have a good day!

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,374 reviews