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

“I am not sure if this is a scam or a fraud but I have never received a refund for any claim I have submitted.”

Posted 1 year ago

Hi Richard, thank you for your time. 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 claim and 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. 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 worth the money. They hardly cover anything. You’re paying a kings ransom to have the insurance and then they barely cover anything. Getting rid of it. Absolutely garbage.”

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Posted 1 year ago

Hi Adam, thanks for sharing your thoughts as they are important to us. 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

“Terrible response time and payout time. Absolutely harsh”

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Posted 1 year ago

Hi George, 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. 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

“It takes a very, very long time to have claims processed and oftentimes they aren’t covered. Seemingly a waste of money”

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Posted 1 year ago

Hi Kayla, 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

“Reimbursed $11 out of $600+. Not worth the money. Will be switching companies.”

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Posted 1 year ago

Hi Hannah, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible 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

“The coverage is not that good especially for a younger dog. I saw alot of positive reviews but frankly the cover is not that good in my opinion. There are much better options right now”

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Posted 1 year ago

Hi Sue, thanks for sharing your thoughts as they are important to us. Our Wellness Endorsements are a set schedule of benefits that are not subject to a deductible or co-pay. 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. 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

“They don’t pay what they say they’re going to pay I had my dog neutered. I am in the wellness and the accident program and they wouldn’t pay for that. They are extremely slow and reimbursing you for what they do pay still to this day. Don’t have any reimbursement that I filed over a month ago.”

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Posted 1 year ago

Hi Rod, thanks for sharing your thoughts as they are important to us. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Our BestWellness endorsement is the only endorsement where we offer a benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there is no coverage for a Spay or Neuter on their pet’s policy, as preventative care is a direct exclusion of our Accident and Illness policy. If you’d like, we’d be happy to go over your claim and 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 available option is to chat with an agent by logging into our website and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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

“Claims take way too long to be processed. Simple claims are taking over 30days to be processed”

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Posted 1 year ago

Hi Nicole, 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

“The wait for any reimbursement is very long- Up to 42 days for a claim. When calling I was unable to get any other support other than being told that they have up to 42 days to do claim. This is twice as long (or longer) to close a claim than my previous pet insurance.”

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Posted 1 year ago

Hi Kristina, 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 submitted my claim on July 20th and received an update on my claim on Saturday, September 9th, that the direct deposit had been sent to my bank. With the increase of inflation, people rely on their money. I am disappointed with the time to receive my payment. I called for an update in mid-August and was informed that my claim had been approved. I'm not sure why processing my reimbursement was. Pets Best is not meeting the mark on customer experience in this area. It's not the best at all.”

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Posted 1 year ago

Hi Jacqueline, thanks for sharing your thoughts as they are important to us. 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

“They told me one thing that would cover certain vetinary proceedures and then when it came time to cover proxeedure(s), now suddenly, "sorry to inform you, those proceedures are not covered". This many weeks after my dog had seen the vet. They are very quick though to take their monthly fees out of my account.”

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Posted 1 year ago

Hi Tim, thank you for your time and feedback. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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. If you’d like, we’d be happy to go over your claim and 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 available option is to chat with an agent by logging into our website and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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

“It was not going at all”

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Posted 1 year ago

Hi Amani, thank you for your time. 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

“My claims have been in review for over 24 days. The answer I got when I called is now it can take up to 42 days because computer program could not understand claim. Mind you this is of one of three claims all related to same illness. They paid for first claim immediately and after that everything stopped. Poor over all turn over of claims same for customer service”

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Posted 1 year ago

Hi Joanne, 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

“Still waiting for an August claim.”

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Posted 1 year ago

Hi Charles, 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 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

“Very slow payers. A claim took more than a month”

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Posted 1 year ago

Hi John, 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. If you'd like to receive updates on your phone regarding your claims, 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

“Way too expensive. Wouldnt let me change the percentage on my account. Takes way too long to be reimbursed. I recommend other companies all the time - not this one.”

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Posted 1 year ago

Hi Melissa, thank you for your time and feedback. 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 available option is to chat with an agent by logging into our website and clicking on 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 suck!!!!!!!”

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Posted 1 year ago

Hi Donnalynn, 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. Another available option is to chat with an agent by logging into our website and clicking on 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

“If I could give 0 stars, I would. Have been paying for 2 years near for 2 elderly dogs. I put in claims for each for emergency dental extractions and one with new heart murmur and other with pancreatitis all in same visit, close to $4000. They reimbursed me $72.00 What a complete joke. Just canceled immediately. Such a scam and a racket”

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Posted 1 year ago

Hi Kathie, thanks for your time and feedback. We regret to hear you've canceled the coverage for your dogs. Keep in mind all Accident and Illness policies have a policyholder-chosen per-pet copay and deductible that must be met before reimbursing on eligible claims. Additionally, under the Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for your pet to be eligible for Periodontal Disease coverage. There, it advises that for your pet to be eligible for Periodontal Disease coverage, beginning at three years of age, your pet’s teeth must have been cleaned and examined under general anesthesia by a Veterinarian in the thirteen months before the date of service for the Periodontal Disease claim. Any Periodontal Disease found during the prior teeth cleaning mentioned above must have been treated before Periodontal Disease coverage becomes available for your pet. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Our BestWellness endorsement is the only endorsement where we offer a benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy, as preventative care is a direct exclusion of our Accident and Illness policy. 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 claims, 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

“All the work is put on me to file claims which I didn't know I would have to do when I signed up for this insurance. I should be paid for my time to do this work for your company. It's hard enough to find the time to file the claims let alone fight the claims that aren't being paid. Other things in the enrollment process were awful, too. I will not recommend this insurance to anyone. Good job.”

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Posted 1 year ago

Hi Beth, thanks for your time. We 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 better customer satisfaction. We hope you have a good day. – PF

Posted 1 year ago

“I never write reviews but honestly I think this review is needed. I personally do not recommend this insurance. With every claim that is submitted it takes entirely to long to review, claims that I’ve tried submittibg in the past got denied and claimed to be a pre existing condition on my dog. After appealing it and reiterating that the vet hospital is a teaching hospital and the students create the discharge notes, and after telling them this and how the student made an error and the doctor put an addendum correcting this error, they still denied it. I honestly feel like it is a constant battle with this insurance company and honestly I would have switched a long time ago but since my dog has already an extensive Heath issues I’m not but honestly really wish I did more research on this insurance .”

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Posted 1 year ago

Hi Gabriel, 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. If you’d like, we’d be happy to go over your appeal outcome 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 1 year ago

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

Pets Best Insurance Reviews