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

“It took them 30 days to return my claim and it included errors. They just repeat the same statement over and over again for each item listed with no true explanation.”

Helpful Report

Posted 1 year ago

Hi Lynn, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“A claim filed August 3 was not settled until Oct 13 after many, many phone calls and misinformation given by numerous customer service reps .Only after a threat to reveal this on Facebook, Better Business Bureau and Yelp was some action taken. Very disappointed. Hopefully if I should have another claim I'll be able to post a good review.”

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Posted 1 year ago

Hi Sheila, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We hope you have a good day. - AS

Posted 1 year ago

“My premium has gone up from $283 a quarter to $521 a quarter as of yesterday. I am retired and cannot afford this outrageous amount of money. I have never received even half of my premium back in claims. I will never recommend Pets Best to my family and friends.”

Helpful Report

Posted 1 year ago

Hi Karen, thank you for your time and feedback. If you’d like, we’d be happy to go over your options for reducing your premium. 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 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I’m beginning to feel like the coverage isn’t worth what I am paying for it. The reimbursements are so little it just doesn’t add up. I do understand it’s insurance for the unexpected events but with rising living costs it’s becoming difficult to justify its worth.”

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Posted 1 year ago

Hi Tamela, thank you for your time and feedback. The premium 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. If you’d like, we’d also be happy to go over your options for reducing your premium. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I am extremely disappointed with pets best. I wish I could switch insurances, but my dog is now grandfathered in so I am stuck with them. They are extremely slow to reply to communications and are very slow at addressing claims.”

Helpful Report

Posted 1 year ago

Hi Hannah, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“When I use the insurance, my rate goes up. When I don't use the insurance, my rate stays the same. What's point of having it if everytime I use it my rate goes up.”

Helpful Report

Posted 1 year ago

Hi Jaime, thank you 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. We hope you have a great rest of your day. -AS

Posted 1 year ago

“There is always a reason found to deny a claim. When something is covered, the reimbursement is far less than what I paid for it.”

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Posted 1 year ago

Hi Ann, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Unfortunately, Pets Best is too expensive in comparison to the other providers. My deductible is way too high for the amount I'm paying each month. Most of my dog's wellness exams & vaccines are not covered as well.”

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Posted 1 year ago

Hi Foster, 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 would 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. If you’d like, we’d be happy to go over your options for reducing your premium. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“9 times out of 10, the insurance does not seem to cover anything and it takes way too long for the company to request documents from the veterinarian for review. Yet, the fees are always charged very timely.”

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Posted 1 year ago

Hi Vic, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“So far hasn’t really been beneficial for me. Might cancel soon!”

Helpful Report

Posted 1 year ago

Hi Dominique, thank you for your time. We regret to hear that you’re ready to cancel your pet’s policy. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Very slow to reimbursement!!!”

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Posted 1 year ago

Hi Rafael, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“We picked your plan because it appeared to have the best coverage of any of them that we could find. Turns out you’re saying no to every receipt I have sent in for reimbursement lately. I find it difficult to believe that one or two vaccines and we reached our limit for the year. Most dogs get several during the course of the year. I just submitted two more claims for several hundred dollars and you’re offering back $40. I’m very disappointed in your company. My pup is only 19 months old and we’ll be needing insurance for many years to come.”

Helpful Report

Posted 1 year ago

Hi Patricia, thanks for sharing your thoughts as they are important to us. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“It always takes over a month to get the reimbursement where most places it’s like two weeks max!”

Helpful Report

Posted 1 year ago

Hi Hayley, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“These were the first 2 claims submitted and it took over a month for us to get a response. We are hoping claims are processed much quicker moving forward.”

Helpful Report

Posted 1 year ago

Hi Jared, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Pretty unhappy with the lack of reimbursement for a teeth cleaning. Signed up for pets best as a recommendation from my vet, however nationwide would have reimbursed 90% of this total minus medical waste. Seriously considering returning to nationwide.”

Helpful Report

Posted 1 year ago

Hi Rebecca, thanks for sharing your thoughts as they are important to us. We regret to hear that you’re ready to change insurance providers. 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. Keep in mind, that if you aren't finding value in the Wellness Endorsement, you can remove this coverage at your annual renewal. If you’d like, we’d be happy to go over your coverage concerns 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Doesn’t cover any allergy meds for our dog even though our last insurance carrier would. What limited stuff is covered, takes FOREVER to get reimbursed for (currently been 6 weeks). I’m bummed we moved too far away to be able to utilize our old insurance company.”

Helpful Report

Posted 1 year ago

Hi Jacob, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our Accident and Illness policy waiting periods are 3 days for Accidents, 14 days for Illnesses, 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. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We hope you have a good day. - AS

Posted 1 year ago

“If something is not quite right with the paperwork submitted for a claim, have the human that first found it send the message specific to the details. The AI generated, same letter you fire out doesnt help solve the issue. Thats just lazy, and it wastes my time resubmitting paperwork. I cant give a complete review because I havent seen any money yet.”

Helpful Report

Posted 1 year ago

Hi Beth, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“The claims process took a very long time (a month) and seems to be insufficient to what is typical in insurance. Only 70% of my expenses went towards paying my deductible, which means that my out of pocket spent towards deductible is actually $750 versus $500 before coinsurance applies. This seems like a misrepresentation from normal insurance. The Co-Pay should apply after 100% of expenses have been applied to the deductible. I was extremely shocked the claim was itemized this way.”

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Posted 1 year ago

Hi Brittany, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. It is written into one of our 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’s 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. If you’d like, we’d be happy to go over your concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Took one month to finish my claim.”

Helpful Report

Posted 1 year ago

Hi Kyle, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed, however, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“I have not had great service with these policies. I find the system difficult to navigate, very little or unclear information on benefits and coverage. Very long processing times and little to no reimbursements. I have had pets insured with other companies for a very long time. I will not be renewing this term and am going to Banfield.”

Helpful Report

Posted 1 year ago

Hi Lisa, thank you for sharing your experience. We regret to hear that you’re ready to cancel your pet’s policy. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your concerns 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year 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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