Pets Best Insurance Reviews

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

4.3 Rating 28,089 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,089 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Takes too long to process claims”

Helpful Report

Posted 1 year ago

Hi Lisa, 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. 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

“This grade is solely because of the significant delays to getting a claim paid. It has been 2+ years of being told this is a short-term issue. It is not short-term - it has become standard operating procedure, and to continue to consider or communicate it as anything else is disingenous. Clearly, there is no desire to change the turnaround time.”

Helpful Report

Posted 1 year ago

Hi Kathy, thanks for sharing your thoughts as they are important to us. We strive to deliver the best 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. 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

“Improperly delayed payment into new policy year to include additional deductible. Bad business. Will cost you a long-standing customer.”

Helpful Report

Posted 1 year ago

Hi Paul, 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 recommend reaching out so we can go over your specific policy, claim, and coverage concerns with you as we are unable to go over specific information here. 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

“Communication isn’t the fastest. (Over a month). Filing a claim is not easy. It took 3 days to finally be able to file.”

Helpful Report

Posted 1 year ago

Hi Tammy, 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 walk you through claim filing and go over your claim submission 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

“The time it takes for a claim to be reviewed and processed is outrageous. I have had my claims submitted with the appropriate documents for months with no progress. I would hope for a fast return and response.”

Helpful Report

Posted 1 year ago

Hi Jackie, 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

“For wellcare visit, standard vaccinations and flea and tick med. Plus sentinal. Very POOR reinbursement, less than 50%. They just note over level and max reached. Should have stayed with Embrace.”

Helpful Report

Posted 1 year ago

Hi Mitchell, thank you for your time and feedback. 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. 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

“Wait times are horrible, claims being marked the wrong way”

Helpful Report

Posted 1 year ago

Hi Carole, 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

“On average it has taken Pets Best over 8 weeks for review of our claims. This far too slow a process and it should be improved.”

Helpful Report

Posted 1 year ago

Hi Starla, 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

“Turned in claims in August. Poor turn around. I am hoping that improves. I understand it takes time to process, but was confusing and we sent itemized billing and records, had our vet do so and still took too long.”

Helpful Report

Posted 1 year ago

Hi Daniel, 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 was very disappointed with how long it took for you to take care of the claim. I realize you sent me a note but I still had to pay out of pocket for the whole vet bill.”

Helpful Report

Posted 1 year ago

Hi Christina, 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

“Hearing back about your claim takes FOREVER!!!! We rarely take my dog to the vet, yet when we do our coverage runs out immediately. At this point we’ve spent more on the actual insurance than what has been covered. Not at all worth it.”

Helpful Report

Posted 1 year ago

Hi Geery, 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

“I was disappointed with the time it tookto review my claim and I still have not received my reimbursement”

Helpful Report

Posted 1 year ago

Hi Cindy, 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 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

“They deliberately hide important details like the waiting period for illness 14 days in the plan highlight on website when you sign up so they don’t need to pay.”

Helpful Report

Posted 1 year ago

Hi Ping, 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. Unfortunately, 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. The 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. These waiting periods are outlined in the confirmation email and policy information sent out on the day of signup. We always recommend a thorough review of your Declarations page and policy packet within the first 30 days of enrollment and are available to answer questions or concerns that may come up during that review. You can find your Declarations Page and Policy Information 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. 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

“Better options out there. Will be shopping.”

Helpful Report

Posted 1 year ago

Hi Craig, 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

“Long wait for claim review. Very limited coverage for cost.”

Helpful Report

Posted 1 year ago

Hi William, 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

“Thank you for being there when needed. I submitted a claim that took over a month to complete and I previously it only took a few days.”

Helpful Report

Posted 1 year ago

Hi Geoff, thanks for sharing your thoughts as they are important to us. We're glad we could be there during a time of need. 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 limited coverage on wellness services is frustrating. I paid over $500 for my dog to get neutered and I was only given back $200. I pay for the insurance to know my fur babies are covered no matter what so I just wish there was more coverage.”

Helpful Report

Posted 1 year ago

Hi Caelyn, 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. You can find your full 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

“First time using the policy for just a regular wellness check left me dissatisfied due to the 50% reimbursement. No clear explanation for why. Simply saving my monthly premium to pay for the check up would have net the same out of pocket expense.”

Helpful Report

Posted 1 year ago

Hi Monte, 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. Each line item on the schedule is the maximum the policy would 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 Policy Information 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. 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

“Coverage is good but their claim processing is RIDICULOUS. It should not take a month and a half to process every single claim. I have Figo for my other dog and reoccurring claims are literally processed same day, sometimes within the hour. I will no longer recommend Pets Best to friends and family until they figure out a better processing system. It’s archaic and incredibly inefficient”

Helpful Report

Posted 1 year ago

Hi Melissa, 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. 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

“They are expensive and does not cover everything. They go up every year no matter what. And they are slow.”

Helpful Report

Posted 1 year ago

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

Pets Best Insurance is rated 4.3 based on 28,089 reviews