Pets Best Insurance Reviews

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

4.3 Rating 28,946 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,946 reviews

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

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

“I have eight dogs, four of which are with Pets Best. I totally loved Pets Best in the beginning but now trying to get through to them on the phone is impossible. I am presently on hold and have been holding for over 33 minutes!!! I had to hang up a couple of days ago because I was holding for over 30 minutes so here we go again....I have two claims outstanding for over a month. They sent it to my vet for review 22 days after receiving it, which means it may take an additional 30 days or more to collect payment for an emergency visit for one of my dogs who got bit by a spider. I sent ALL of the physicians notes so I am not sure why they needed anything further. Right now I am very disappointed and we can not keep blaming everything on the virus. Why can't Customer Service Reps answer the phone from home?? Still holding btw; time holding 35:28”

Helpful Report

Posted 4 years ago

Hi Julie, we are experiencing an incredible amount of calls, emails and chats and appreciate your understanding while our customer care team continues to work very hard as they do every day to get to your call. We cannot expand our staff as we are on a hiring freeze due to the pandemic. Thank you for your patience.

Posted 4 years ago

“I have pets best because it’s a need I would never recommend pets best to any one I care for”

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Posted 4 years ago

Hi Norma, we are sorry to hear of this sentiment.If you can please elaborate on your dissatisfaction, we would be happy to review and document your feedback.

Posted 4 years ago

“I don’t understand your way of decision concerning some of the claims we turn in..please send us something to explain your decisions”

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Posted 4 years ago

Hi Walter, when a claim is processed we send you the explanation of benefits for your review. If you have questions about how a claim is processed, please contact our customer care team. Have a good day!

Posted 4 years ago

“I appreciate the reimbursement but turnaround time is so poor. I also submitted a pre-authorization form for my dog’s surgery along with all of his records and estimate. Never heard back and never had anyone respond to my email. This was weeks ago. I’m ready to go elsewhere next year.”

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Posted 4 years ago

Hi Elizabeth, thank you for your feedback. We are in the process of reducing the time it takes to process claims and appreciate your patience.

Posted 4 years ago

“I’m overall very disappointed with Pets Best. The main reason being that we recently moved states and our monthly rate for our 1 year old dog went up by $40/month to a whopping $90. This price is just insane no matter where in the US you live. My other big complaint with Pets Best is their payout times. It has taken upward of 6 weeks after submitting a claim before I was reimbursed. I wouldn’t recommend unless you are okay with paying very high premiums and waiting weeks to be reimbursed.”

Helpful Report

Posted 4 years ago

Hi emily, you are correct. Rates are based on age, breed, and the cost of care in your location. Moving to a higher priced state will likely increase your monthly rate. However, we have options to reduce the monthly premium. Please contact us so we can go over the available options for lower rates.

Posted 4 years ago

“Plan and pricing are good, but processing time of a month or more is ridiculous.”

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Posted 5 years ago

Hi Robert, you are correct and we are working on reducing claim processing time. Thank you for your feedback.

Posted 4 years ago

“Takes entirely too long to process claims”

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Posted 5 years ago

Hi Donna, we understand and are working on quicker claim processing.

Posted 4 years ago

“Need to get phone lines faster. Can’t wait around all day for an answer.”

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Posted 5 years ago

Hi Brian, yes, we agree and we are currently working on reducing our hold time. We are currently at 30 minutes instead of an hour. Have a good day.

Posted 4 years ago

“I am in the process of appealing the claim.”

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Posted 5 years ago

Hi Sabra, we will notify you of the appeal decision via certified mail. We hope everything is well with your pet.

Posted 4 years ago

“Still waiting on my direct deposit of my dogs medical expenses. No word weeks later.”

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Posted 5 years ago

Hi Todd, we hope the direct deposit came through for you. However, if not, please give us a call!

Posted 4 years ago

“I don’t like how long it takes to get reimbursed and there is no point in calling unless you have time to wait .”

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Posted 5 years ago

Hi jasmine, we appreciate your feedback. We are working hard at reducing turnaround time for claims.

Posted 4 years ago

“Very slow at taking care of claims. Also you do not pay for services that you state in the policy you do. If I could change to another company I would.”

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Posted 5 years ago

Hi Rusty, we are working on reducing the time it takes to process claims. We appreciate your feedback.

Posted 4 years ago

“The time it takes to process claims has significantly increased the past 2-years. The time it takes should be 1-week. If this continues I’ll be using another insurance company next year at this time.”

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Posted 5 years ago

“We have used Pets Best for several years and in the past have been pleased with their customer service and turn around on claims. However, I have been unable to speak with a live person regarding a claim issue since March. We have an issue to be addressed with a recent claim it requires a live chat. Today, I was on hold x 22 minutes and finally just hung up. I have also attempted to speak a person on 2 previous occasions. Very frustrated. Maybe time to look for another more responsive provider of coverage!”

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Posted 5 years ago

Hi Laura, we are currently experiencing high call volumes and appreciate your patience while we work on reducing the time it takes to speak to a live agent.

Posted 4 years ago

“seems like alot of things are not covered. really dissapointed in coverage refunds. looking at other coverage companies.”

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Posted 5 years ago

Hi Diane, we encourage you to reach out to customer care to review the policy you selected and see if you qualify for more comprehensive coverage.

Posted 4 years ago

“Made a claim for my dogs emergency and claim for flagged 2x for apparently not having all the paper work when I submitted everything. Then after got that situated then they needed more paper work. I guess to try and see if It was fraud. Whole thing from start to finish took over a month to get it situated.”

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Posted 5 years ago

Hi Dominic, we are glad we were able to process your claim and apologize for the delay.

Posted 4 years ago

“Very long wait times to be reimbursed after submitting a claim.”

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Posted 5 years ago

Hi Lori, we are actively working on reducing the amount of time it takes for the claims to process. We certainly appreciate your business.

Posted 4 years ago

“They covered everything we expected them to, which is very helpful since we just had an er trip. But it took over a month to process with no real communication and our refund still hasn't deposited.”

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Posted 5 years ago

Hi Kathrine, we are happy to hear the policy was able to help during a difficult time. We understand on the claim processing time, we are currently working on reducing the turnaround time for claims.

Posted 4 years ago

“Marketing materials are not clear when really disclosing member cost sharing for their pets. Had to discuss this with your cusotmer service department when first claim was processed. found out that Pets Best processes Coinsurance Payment before Deductible is fulfilled. In other words we pay both Coinsurance and Deductible at same time. So it actually takes longer to fulfill the Annual Deductible and as a result costs us more $$$. This language is vague in your marketing materials when it was clarified by your customer service representative, who really could have cared less that this in actuality was how you process cost sharing in your claims department.”

Helpful Report

Posted 5 years ago

Hi, you can find all the information on our website as well as sample policy. We are sorry to hear you had a difficult time with the marketing materials. We are always here to guide you through the coverage. Have a good day.

Posted 4 years ago

“My rate has increased significantly this past year but the claims processing time has now increased significantly also. This started before COVID so that’s not a good excuse. It’s on my list to revisit a comparison of pet insurances. I’m no longer convinced I’m getting the best value and service.”

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Posted 5 years ago

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. We have options to reduce your monthly rate.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,946 reviews