Pets Best Insurance Reviews

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

4.3 Rating 28,034 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,034 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.

Visit Website

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

“I don’t think paying $69 dollars a month is fair for what to give back, honestly. I’ll just cancel this insurance.”

Helpful Report

Posted 4 years ago

Hi Paola, thank you for your review. We are sorry to hear you are considering cancelling the policy. 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. Please give us a call so we can explain your chosen coverage in detail. We are happy to make sure there is no confusion on the plan you selected. Have a good day!

Posted 4 years ago

“This is my first time having pet insurance and I see why people don't use it. It's a complete rip off. thing that are supposed to be covered are denied when you submit the claim.Even after providing proof of services and cost and also showing where it is covered in your policy claims are still denied without a clear explanation. Don't think I'll be renewing once the coverage runs out as I feel that I've been completely ripped off.”

Helpful Report

Posted 4 years ago

Hi Michealle, 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

“Bad experience”

Helpful Report

Posted 4 years ago

Hi Carlos, we appreciate your feedback and apologize for the negative experience you had with Pets Best.

Posted 4 years ago

“If I can give you a negative star, I would. You have zero customer service/support for customers that actually need to discuss their insurance in a timely manner. You increased my dogs' insurance significantly from the year prior yet provide no where near the level of service your rates warrant. Your chat reps do not have the ability to provide any relevant information about claim detail, reasons for denied claims, (especially when they are wrong and had to be appealed), or status of anything. And I have spoken to one person on the phone once out of over ten times of calling in throughout the year because your phone wait times have consistently been over 45 minutes every time I have called. My claim, which I had to appeal for no reason other than the people you have approving claims decided not to approve it, took 5 months to get approved and for me to receive my money back. There needs to be serious changes in order for people to gain confidence in your company (per social media, I am not the only one experiencing these issues). I really hope you improve your service or you'll lose yet another customer.”

Helpful Report

Posted 4 years ago

Hi Laraine, we definitely understand your concern and appreciate your feedback. Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. You are welcome to change your policy to a more budget friendly policy on your customer portal. A lot of information regarding claim denials will also be found on our website without the phone hold time.

Posted 4 years ago

“Lately, every claim I have submitted I got nothing back in return. I am paying about $165.00 a month and I feel like I’m wasting my money because I’m literally paying for everything and the pet insurance for nothing back.”

Helpful Report

Posted 4 years ago

Hi Bar, 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. You can review the wellness payout limits by following this link: https://www.petsbest.com/routine-care

Posted 4 years ago

“Zero stars. Don’t waste your time they don’t insure anything there are plenty of of there companies to use. Terrible on all Accra minus how polite the lady was I spoke with she was very nice. Company terrible”

Helpful Report

Posted 4 years ago

Hi Martin, we are happy to hear you received excellent customer service. We are sorry to see you go and wish you the best with your new company.

Posted 4 years ago

“Not worth the money we are spending. We sent in approximately $1000. Worth of vet bills and we are only receiving $100. back. They are citing reasons such as paid that claim previously but what they don’t realize one claim was from 2020 and the next one was from 2021 because the didn’t process the claims until 2021.”

Helpful Report

Posted 4 years ago

Hi Lisa, your policy term runs from June to June not January to January. Your policy and wellness benefits do not reset until June 6th of each year. Have a good day.

Posted 4 years ago

“Simple Claim took a long time and still not reimbursed. Not happy at all.”

Helpful Report

Posted 4 years ago

Hi Bryan, your wellness claim was paid in your favor. We received a second claim and this is currently processing. Please let us know if you would like an agent to review the processed claim to avoid misunderstandings.

Posted 4 years ago

“Yet another screwed up claim decision!!! I can honestly state that since being a customer for about two years now, they have made mistakes (of course always in their favor) of claim reimbursements 50% plus of the time. Lucky I'm not the manager...lots of people would be in the unemployment line. TOTALLY unacceptable!!!”

Helpful Report

Posted 4 years ago

Hi Loren, we are sorry to hear you feel that way. Our team works very hard to service the over 300,000 members we insure. We hope your claim review is processed in your favor and we hope you are staying safe during this very difficult time for our nation and economy.

Posted 4 years ago

“Like most, if not all, insurance companies, Pets Best does everything possible NOT to pay claims.”

Helpful Report

Posted 4 years ago

Hi Sandra, this is incorrect. Both medical claims were processed in your favor and applied toward your selected annual deductible. The other 2 claims were wellness claim and also paid out in your favor. We encourage you to reach out to our customer care team so we can explain how claims are processed and avoid miscommunication.

Posted 4 years ago

“It’s kind of a scam.... brought my pup in for his 1st well visit... they denied it... why? Because I’m asked or a motion sickness med as my pup wasn’t liking car rides and a bottle of Epiotic to keep his ears clean... non of those had anything to do with diagnostics or a problem office visit as they are for wellness and prevention... hey guess what guys, I’m a provider in healthcare... I know the drill....”

Helpful Report

Posted 4 years ago

Hi Andy, we are actually an accredited company by your states department of insurance. The claim you filed for wellness, was paid in your favor. The claim for medical expenses were for an issue that happened on 12/23/20 which is 1 day after you enrolled in the policy. Your policy carries a 14 day waiting period. Your claims were processed accurately.

Posted 4 years ago

“Completely dissatisfied with the service provided. Received an email that the claim required further records from the vet and if they did not hear back in 3 days they would reach out to me for assistance in getting the files required. This was the day after talking to them and being told that they had everything needed to process the claim. Then they closed the claim the next day since they received no response from the vet. It turns out they sent the incorrect pet information to the vet's office so they did not respond. But Pets Best closed the claim 1 day after requesting additional records and never did reach out to me for help as the email stated. I reached out to the vet who then sent every record they had regarding the claim. It has not been 40 days and counting on getting reimbursed.”

Helpful Report

Posted 4 years ago

Hi John, we understand your concern and frustration. We are working on lowering the time it takes to process claims. Having said that, should the vet take time to send us the information we require, it will slow down the process to reimburse you.

Posted 4 years ago

“I was really looking forward to my plan. However, what I was quoted for does not match my monthly price or wellness plan option I had planned on moving forward with - I am paying more for less coverage. Customer Service was friendly but unable to honor their own quote and said I couldn’t change coverage. Very disappointing. Also, the chat function doesn’t seem to exist, so I had to wait for an hour and a half on hold to reach someone, and the follow up call came 5 days later without a solution.”

Helpful Report

Posted 4 years ago

“Terrible customer service response time! Truly unacceptable.”

Helpful Report

Posted 4 years ago

“The teeth that customers need to pull just to get PetsBest to fulfill their end of the insurance contract, is ridiculous. Customers shouldn't have to nag PetsBest, to do due diligence. Customers (having FULLY provided all, possibly MORE, information than is requested during claim submission) should NEVER have their claim be denied due to PetsBest failing to follow-up with the vet and gather additional information that PetsBest wants.”

Helpful Report

Posted 4 years ago

“The absolute worse pet insurance you could have- they automate claims then you have to fight the claim to actually get it pushed through sometimes you have to appeal - they wait last minute to pay if they even decide to pay- go with Healthy Paws I never had an issue - my work changed to Pets Best and I’ve put in complaints and proof to my HR”

Helpful Report

Posted 4 years ago

Hi Alisha, we appreciate your feedback and will pass it along to management.

Posted 4 years ago

“I have been trying to get a hold of anyone to talk about a claim which has been denied. I have tried calling on three separate occasions...and been on hold for over an hour each time before giving up. The website suggests that you can email them. I click on that link----which takes me to a page in which there are no email options; rather, the page suggests calling them. I have left a message on the instant chat---in which no one can talk with you...but, they will get back to you. Guess what? Nobody got back to me. Honestly, I would go with another insurance company...but the preexisting conditions for my two pets would not be covered. So, basically I feel screwed. There is also a question associated with this review: "How quick did the company reply to your queries?" Since "They haven't" is not an option, I am selecting "Over a week". Another question is "How would you rate the customer service you received?" Since "I received no customer service" is not an option, I am selecting 1 star.”

Helpful Report

Posted 4 years ago

Hi, we emailed you explaining this claim is missing the rx label to match the medication on the receipt. Once you submit this, we can finish processing your claim.

Posted 4 years ago

“Very expensive and they seem to find every reason not to reimburse claims....waste of money.”

Helpful Report

Posted 4 years ago

Hi Nicole, we have a lot of options for people who have a lower budget for pet insurance. You are welcome to call in and get quotes for a lower priced policy. have a good day.

Posted 4 years ago

“I feel it's not a beneficial policy to have if I have to pay the vet with the possibility of reimbursement and pay the monthly insurance. So for me I not to please with this insurance so far.”

Helpful Report

Posted 4 years ago

Hi, without insurance you still have to pay the vet in full if you wish to receive medical assistance for your pet. With insurance, you get that money back. In some cases, vets are willing to take insurance, its a matter of asking. In those instances, we can pay the vet directly. Have a good day.

Posted 4 years ago

“Not impressed with their coverage or customer service.”

Helpful Report

Posted 4 years ago

Hi Deepa, we are sorry to hear you had a negative experience.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,034 reviews