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

“I wasn’t aware that you needed medical records to imburse me. I thought the bill was enough”

Posted 3 years ago

Hi Sheila, thank you for your time and feedback. When we receive an Accident and Illness claim we may need to establish your pet’s medical history, so it is normal for us to request all your pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Once all your pet’s medical records are received, we’ll review them to see if there were any signs or symptoms of the condition for your pet prior to the policy start or during the policy waiting periods to determine if the condition is eligible for coverage or not. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Somewhat good insurance but would expect better refunds on preventive drugs.”

Helpful Report

Posted 3 years ago

Hi Charles, thank you for your time and feedback. 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 will 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 Policy Documents and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It’s been okay except it seems everytime I submit a claim, I have to resubmit it! Also kind of slow to get the claims through”

Helpful Report

Posted 3 years ago

Hi Debbie, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days currently. This time frame starts from the time we receive a legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 3 years ago

“During the pandemic and in the beginning of post-pandemic, claims took longer time to process. I completely understand if resources were impacted. I'm more disappointed with the scope they cover and what they do not. For my first pet, the coverage was better. For my second pet with the same plan and a higher premium, the same services are not covered. I don't understand and I'm looking at switching insurers. Customer service is always pleasant but they just route the questions.”

Helpful Report

Posted 3 years ago

Hi Romella, thank you for your time and feedback. We’re sad to hear you’re looking at switching insurers. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Each pet’s Declaration Page will show you what you subscribed to for that pet. If you print their Declarations Pages, you will be able to compare the differences between the policies that you selected upon signing up for them. You can find your Declarations Page for each of your pet’s policies under Documents and Forms in your account on our website. We’d be happy to go over both your pet’s policies with you and compare the differences in each pet’s coverage. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Claims can take a long time to process (anywhere from 4-6 weeks before you actually get reimbursed). It's a pain to try and qualify for dental coverage when initially setting up your insurance - I'm willing to bet that PetsBest does it this way because they know very few people will be able to meet the requirements within the given timeframe to be eligible. The list of medications that are covered is not as comprehensive as it could be; I've been denied coverage for certain meds not on the list, even though it's just a different brand of something that is on the list.”

Helpful Report

Posted 3 years ago

Hi Dillon, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days currently. Under Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for there to be Periodontal Disease coverage. For a medication to be covered by our Accident and Illness policy, the Policyholder must subscribe to Take Home Prescriptions, the condition must be a covered condition, and the medication must be on our List of Covered Medications which can be found under Documents and Forms in your account on our website. If a Policyholder is wondering if a medication is covered or not and they are not finding it on our List of Covered Medications, the best thing to do is submit the claim and allow us to review it. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I love having pet insurance for those emergencies or even wellness checks! My only dislike is pets need the heartworm/flea & tick monthly and only get refunded for 6 months worth. I think that calculations need to be refigured so you get almost the 12 months worth back. I'm a math person so I'm all the time doing figures....lol”

Helpful Report

Posted 3 years ago

Hi Carla, thank you for your time and feedback, we appreciate your suggestion. 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 will pay for that line item for your pet in a policy year. 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. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I had insurance for 7 years and each year it went up. It started at 450 per pet /year and each year it would go up $300-$450 extra. When it got to 2000.00 per pet, I said that is enough. I went with a different company that was only $51 per month per pet and gave me $7500 covering for each pet per year.”

Helpful Report

Posted 3 years ago

Hi Justin, thank you for your time and feedback. We’re sad to hear you went with a different insurer. 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’s 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. If we can ever be of future assistance in providing pet insurance for your pets, you can contact our Sales Team by calling (877) 738-7237 or by going to our website and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Pets Best did process my claim and it was easy to submit. Unfortunately it was very difficult to upate my claim with additional information and it has taken several weeks to get completed. I would like to see Pets best increase their speed and app user options in the future.”

Helpful Report

Posted 3 years ago

Hi Micheala, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days currently. This time frame starts from the time we receive an itemized invoice with the correct pet’s name on it showing proof of payment to your veterinarian for the full amount of the services on the invoice. If a claim’s submitted information is incomplete, we activate the Update Claim feature in the Policyholder’s account so they can update their claim via our app or on our website by hovering over Claim Center, and selecting Update Claim. Another option for the Policyholder would be to email the information to claims@petsbest.com and reference their claim number in the subject header for filing purposes. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Expensive and claims take a while”

Helpful Report

Posted 3 years ago

Hi Natasha, thank you for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has 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’s 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. If we can be of further assistance, you can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“They need to make more clear about the waiting period as we got a sick puppy & nothing was covered for the 1st visit which was a big bill. Then they didn't cover much from the next wellness visit. At this point not sure why we bought the insurance or if we'll keep it with them not paying out. Very disappointed ☹️”

Helpful Report

Posted 3 years ago

Hi Melissa, thank you for your time and feedback. We’re sorry to hear you’re very disappointed. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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 will 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 Policy Documents and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Not the greatest.. First off it’s been 2year before I decided to make a claim on a regular vet visit. I didn’t get back anything close to what I’ve paid $37.00 out of $130 doesn’t fit right with me. Says my payback is at 95% not even close.”

Helpful Report

Posted 3 years ago

Hi Lereeda, thanks for your time and feedback. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy as the pet was treated for a condition during the Exam. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is 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. 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 will pay for that line item for your pet in a policy year. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Claims take forever to be processed”

Helpful Report

Posted 3 years ago

Hi Shakita, thank you for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“It failed to meet my expectations and is average in comparison to its competitors.”

Helpful Report

Posted 3 years ago

Hi Sarah, thank you for your time and feedback. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I paid for wellness care wellness visits and I have a low deductible but it still seems very little of my bills are covered. I get back half to maybe a quarter of what I spent. I don’t understand I paid for the coverage and it’s a wellness treatment why it’s not covered. Considering canceling as I go into my second year.”

Helpful Report

Posted 3 years ago

Hi Kara, thank you for your time and feedback. We’re sad to hear you’re considering canceling your pet’s policy as you go into your second year. 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 will 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. Policyholders can request to add, change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Their plans are affordable. Their process for reimbursement is lengthy. Even when your pets have been verified with an illness through your doctor's office that is ongoing, there still is a one month to one and a half month wait time for your reimbursement. I feel this process can be a lot better once you have been verified.”

Helpful Report

Posted 3 years ago

Hi Germaine, thank you for your time and feedback. We’re glad you feel our plans are affordable. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 3 years ago

“I am new to the program, so I am unfamiliar with the process. I uploaded a wellness exam. The shots were covered. Waiting for vet to send medical records and notes.”

Helpful Report

Posted 3 years ago

Hi Lynnette, thanks for reaching out to us. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy and not Wellness as the pet was treated for a condition during the Exam. When we receive your first Accident and Illness claim we may need to establish your pet’s medical history, so we request all your pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Once received, we’d review the veterinarian exam notes to see if there were any signs or symptoms of the condition prior to the policy start or during the policy waiting periods to determine if the condition is eligible for coverage or not. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6 months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We apologize for any inconvenience this has caused and thank you for your patience. Our Customer Care Team would be happy to go over your claim information with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Our claim was processed very quickly (in about 2 days), which was fantastic. The only drawback is Pets Best doesn't calculate insurance the way that I expected. With normal human insurance, coinsurance is not calculated until you meet your deductible. With Pets Best, they calculate the amount of coinsurance they will pay, then you have to meet your deductible before they pay their portion. So my initial prediction calculation came out to be around $80 but instead because of the way Pets Best calculates things, it actually came out to be around $38. It would have been nice to know this is the way they do things ahead of time.”

Helpful Report

Posted 3 years ago

Hi Keiko, thank you for your time and feedback. We are glad your claim was processed very quickly and you felt that was fantastic. We apologize for any disappointment or confusion you may have experienced regarding the way eligible Accident and Illness claims are calculated. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find this information under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Every year the price goes up too much. Especially I have 2 dogs and right now the economy is not good.”

Helpful Report

Posted 3 years ago

Hi Sarah, thanks for your time and feedback. 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. We’d be happy to go over the options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I have had mostly positive experiences with PetsBest Insurance and recently filed a claim that was processed in a timely manner and they sent a payment to us as expected via direct deposit. Very convenient! My complaint is about pet insurance in general. I wish it could be more like human insurance. The pre-existing conditions clause in these policies is really brutal and keeps you locked into the same plan regardless of how you feel about it or you risk losing coverage. Also, the cost of my monthly premium just went up by almost $100 this year, which feels like a lot. I understand that my dog is getting older and needs more care, but also, I have been paying for insurance his whole life and have only filed a total of 5 claims, so shouldn't that play into the equation at all? Just saying.”

Helpful Report

Posted 3 years ago

Hi Deanna, thanks for your time and feedback. We’re glad you find our claim processing time to be timely and direct deposit to be very convenient. Unfortunately, pet insurance doesn’t cover pre-existing conditions, which are conditions that show any signs or symptoms prior to the policy start or during the policy waiting periods. Regarding your 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. We’d be happy to go over the options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I thought more of my bill would be covered. $600 bill and insurance paid half.”

Helpful Report

Posted 3 years ago

Hi Maureen, thank you for your time and feedback. When there is a claim with both medical treatment and wellness items 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 toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount will be in the ineligible column, and the Explanation section will 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. 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 will 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. We’d be happy to go over your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

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

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