Pets Best Insurance Reviews

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

4.3 Rating 27,765 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 27,765 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I’d give pets best a 5 star review but the anxiety caused by having to appeal their original decision to deny my initial claims has plagued me for weeks. Overall, I’m grateful they listened and changed their decision!”

Helpful Report

Posted 1 year ago

Hi Michaella, thank you for your time and feedback. We understand your concerns about going through an appeal process. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Good insurance but they will skyrocket your price. My premium has tripled in the last 3 years.”

Helpful Report

Posted 1 year ago

Hi Johaksiel, thank you for your time and feedback. We understand your concern about your premium increase. 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. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. 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

“Not happy you paid on my claim. Vet gave her prescription food and medication, but you didn't pay them. Always had Trupanion with my other dogs. Never had this much out of pocket. Definitely will not recommend to people.”

Helpful Report

Posted 1 year ago

Hi Ruthann, thanks for your time and feedback. We understand your concern about coverage. Our policies do not include coverage for food, including prescription diets, but please keep in mind that all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. 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 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

“Aggravating to turn in documents. Impersonal replies.”

Helpful Report

Posted 1 year ago

Hi Corinna, thank you for your time and feedback. 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

“I submitted my claim since Nov.30, 2023 but I didn't receive my payment till Jan.02, 2024. I just wonder what is the reason that took so long to process a claim. I recalled I got my money back in just two weeks for my first claim. I was so impressed and that's why I referred my friends to sign up with PetsBest for their pet insurance. I understand that fewer people were working during COVID and I didn't complain for the long waiting period for my other claim at that time. Now that there are so many pet insurance available out there, I am debating if I should change to other providers instead.”

Helpful Report

Posted 1 year ago

Hi Eva, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“I’ve always had good service and response from Pets Best. I was disappointed that it took so long for this past claim to be done. Camellia Castro”

Helpful Report

Posted 1 year ago

Hi Camellia, thank you for your time and feedback. We're happy to hear you have found the service to be good. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“It took a month to get reimbursed, which is not ideal. Also, when I tried to use the chat with a vet tech feature (through WhiskerDocs) it wasn't available! I realize that it's a separate company, but that was one of the major reasons I liked Pets Best. Without that feature, I am not sure if this insurance is worth it. I hope Pets Best can find another way to offer clients a vet chat feature.”

Helpful Report

Posted 1 year ago

Hi Erin, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We are sorry to learn about the WhiskerDocs chat being unavailable, your feedback on this is appreciated. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Claims take a while to process... Refunds take even longer...”

Helpful Report

Posted 1 year ago

Hi Anthony, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“While I find the insurance to be beneficial I do wonder if I’m overpaying - I pay almost $150/month for my small 16 yr old dog. I’m also not a fan of how long it takes for them to pay a claim - it almost seems like they wait a few months until you’ve paid money into them for them to turn around and pay you back. I don’t appreciate that at all. It’s definitely worth looking into other pet insurance companies.”

Helpful Report

Posted 1 year ago

Hi Whitney, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. 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

“They take forever to process claims, wellness add on is not worth it”

Helpful Report

Posted 1 year ago

Hi Patricia, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best takes too long to process claims. That's it.”

Helpful Report

Posted 1 year ago

Hi Janet, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“So far it has been adequate and much better than not having pet insurance. They are very slow in completing claims and they often want more information - some of which has already been provided. That said they have paid or applied to my deductible all but one of my claims in 4 years. One claim they never paid- despite me sending more information and being told by the agent it had been approved. But instead they just designated it incomplete and I gave up.”

Helpful Report

Posted 1 year ago

Hi Lorraine, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. If you’d like, we’d be happy to go over your claim 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

“Ultimately our claims were partially covered but it took almost two months to process our claims, with multiple emails back and forth between vets.”

Helpful Report

Posted 1 year ago

Hi Chris, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Last year Pets Best raised the premium to make it unaffordable for us to carry the insurance; as a result we had to drop some of the coverage. The premiums are taking way too long to be paid. If our dog didn't have a pre-existing condition I would drop PetsBest in a minute.”

Helpful Report

Posted 1 year ago

Hi Saretta, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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 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 reimbursement timeline is far too long.”

Helpful Report

Posted 1 year ago

Hi Christopher, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“The app doesn't work at all and claims take a long time to process. Not very user friendly.”

Helpful Report

Posted 1 year ago

Hi Lindsay, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best processes claims very slowly. It typically takes at least a month for them to process a claim and then an additional 10 days to send a check. They usually send an email 14 days after the claim is filed to apologize for the delay due to "longer than anticipated processing times". They are making no effort to improve their processing time. They also have denied claims due to pre-existing conditions which were clearly not pre-existing. This required appeals and additional weeks of review to finally get our check. I wouldn't recommend.”

Helpful Report

Posted 1 year ago

Hi Jason, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best does not cover many treatments. When they cover, there are deductibles and CO-PAY. At the end, there is almost no reimbursement.”

Helpful Report

Posted 1 year ago

Hi Noriko, thanks for your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. 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 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 set the company at a “3” for the training of the following: It is 12/25/23, I’ve not received the compensation at this time, yet you ask for a review (utterly perplexing). Also the knit pick you do with medications for emergent care is again perplexing, and I retired from the medical field … So at this time no, no glowing review at this time . You’ve barely done anything .”

Helpful Report

Posted 1 year ago

Hi Kevin, thanks for your time and feedback. Once a claim has completed processing, we send out an Explanation of Benefits via email to the Policyholder. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this may cause and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 1 year ago

“I have been very disappointed with the time frame that it takes to process payment when i supply all documentation at the time i file the claim and be reimbursed.”

Helpful Report

Posted 1 year ago

Hi Margaret, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

Pets Best Insurance is rated 4.3 based on 27,765 reviews