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

“High deductible, takes to review clams and then to deposit to your account.”

Posted 3 years ago

Hi James, thanks for your time and feedback. Upon signing up for our Accident and Illness policy, the Policyholder chooses their Deductible and Co-pay from the available options. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. If your Explanation of Benefits shows that you are to receive a reimbursement and you have direct deposit on file, please allow 5-7 days for it to show up in your bank for bank processing time. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Three claims took a very long time to process. I still haven’t received my reimbursement. I was recommended by my daughter to use you do to the great turnaround. This is not the case very disappointed”

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Posted 3 years ago

Hi Cindy, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“They take a while to get claim EOB's sent out, but I know how that is working iin the medical field myself. Overall good. Theres a lot of things I don't submit because I don't think they will get paid. I guess I'm unclear what gets paid or not.”

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Posted 3 years ago

Hi Jackie, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days and wellness claims within 15 days. We would advise if you have wellness on your policy, that anytime you take your pet to the veterinarian to submit your claim to us. The easiest way to submit your claim is by logging into the app by going to Claim Center, then Submit a Claim. We’d be happy to speak or chat with you regarding your coverage and possible claim submittals. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any inconvenience and hope you have a great rest of your day. - PF

Posted 3 years ago

“Customer service was great, but the claims processing piece of the plan is very slow. I was told it could take up to 45 days to process a claim when in clearly states when you buy a policy that the claims process take 5-7 days. I was very disappointed in this since I felt this should have been made clear when you buy a policy.”

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Posted 3 years ago

Hi Shoua, thanks for your time and feedback. We are glad to hear that you feel our customer service was great. Rest assured, claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days. We apologize for any inconvenience this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“So far they make it difficult at times to get reimbursed and if you do it can take up to 10 days which seems way too long. I'm sure there is better pet insurance out there but probably worse too.”

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Posted 3 years ago

Hi Rick, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. If your Explanation of Benefits shows that you are to receive a reimbursement and you have direct deposit on file, please allow 5-7 days for it to show up in your bank for bank processing time. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I have always used Pets Best so have nothing to compare to. My one big criticism would be the length of time I have to wait to be reimbursed for claims. A claim I submitted on 1/18/22 is just now being finalized in processing. I did receive a claim summary on 3/3/22 stating I would be getting payment soon. I think that is a pretty lengthy wait personally. I submitted another claim on 2/10/22. So I figure that will probably be another month for payment.”

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Posted 3 years ago

Hi Sharon, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“I rank Pets Best 3 stars because it takes 4-6 weeks for them to process claims.”

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Posted 3 years ago

Hi Buffie, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Takes too long to settle a claim. It took a month on my last claim. That’s unacceptable it should be done within 7day.”

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Posted 3 years ago

Hi Steve, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I feel that if you belong to the wellness portion of the insurance all the wellness visit charges should be covered. The max is only $50 for the year. However, every time you go into the vet for puppy shots they charge you a an exam fee of $62 plus shots. The $50 goes very fast. I feel the exam fee should at least be covered every time”

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Posted 3 years ago

Hello Randy, 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 will pay for that line item for your pet in a policy year. Unfortunately, if your pet is a puppy and requires multiple puppy visits for vaccinations, you may use up all the wellness exam benefit in one or two office visits depending on what your veterinarian charges for their wellness exams. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“I am confused as to why I would pay for 90% coverage yet only receive half compensation for a 1 year check up. His initial check up was fully covered but for preventative I would have assumed it would be better to have him checked opposed to waiting until after.”

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Posted 3 years ago

Hi Jeff, thank you for reaching out 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 will pay for that line item for your pet in a policy year. You can find the wellness schedule by logging into our website at www.petsbest.com and going to Documents and Forms. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this may have caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“They said they were mailing a refund for the account I had since my dog passed. But I have yet to receive it. It is good insurance but, there was a long process, and overall, I felt dissatisfied. It is good insurance but this was a bad experience.”

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Posted 3 years ago

Hi Jess, thank you for reaching out to us. We are so sorry that your pet has passed as we understand that losing a pet is like losing a family member. We would be happy to review your refund concern with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience and hope you have a great rest of your day. - PF

Posted 3 years ago

“I wish there was a star for barely acceptable. 2 and 1/2? It took a month to get a $65 wellness reimbursement. I switched from Healthy Paws because of the wellness coverage, but a month is way too long to wait for reimbursement. They processed and denied a claim for a supplement that I did not submit. Maybe that's what held it up. Who knows. We'll see how this goes in the future. So far I am not sold on PetsBest.”

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Posted 3 years ago

Hi Phyllis, thank you 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We’d be happy to go over your claims processing and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any inconvenience and hope you have a great rest of your day. - PF

Posted 3 years ago

“Not much of reimbursement for preventive medicines. Not sure this is worth the cost”

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Posted 3 years ago

Hello Thomas, thank you for reaching out 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We would be happy to go over your wellness benefits and claims with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“It’s ok, you don’t cover very much.”

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Posted 3 years ago

Hi Michele, thanks for reaching out to us. When you receive your Explanation of Benefits for your claim, if any of the processing went toward your Co-pay or Deductible, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as Ineligible, and it will tell you why the claimed line item was denied in the Explanation section. Keep in mind all Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. We apologize for any confusion this has caused and hope you have a great rest of your day. – PF

Posted 3 years ago

“It takes too long to get claims processed and reimbursement direct deposited into your account.”

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Posted 3 years ago

Hi Patricia, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“They started out great but feel that over time, it takes more and more time to process a claim and less and less is covered. Might change in the future to other type of coverage or inssurance.”

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Posted 3 years ago

Hi Alejandro, thank you for sharing your thoughts as they are important to us. We are sad to hear you are thinking of changing insurers. 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 will pay for that line item for your pet in a policy year. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“The coverage is great but it always takes nearly over a month to get reimbursed.”

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Posted 3 years ago

Hi Madeline, thank you for sharing your thoughts as they are important to us. We are happy that you feel that you have great coverage. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“In the last year insurance went up considerable, yet what is covered for wellness has gone down. When I asked about why the increase in the insurance was told prices have gone up in my area, but less was covered to keep my dog healthy”

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Posted 3 years ago

Hi Maria, thank you for sharing your thoughts as they are important to us. Premium increases for the Accident and Illness policy happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. 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 will pay for that line item for your pet in a policy year. Our wellness programs haven’t changed the amount of benefit available for each line item on the schedule. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“Long claim processing time, though quick turnover is advertised.”

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Posted 3 years ago

Hi Fernando, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“There customer service sucks”

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Posted 3 years ago

Hi Dexter, thank you for sharing your thoughts as they are important to us. We would be happy to review your customer service concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We hope you have a great rest of your day. – PF

Posted 3 years 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

Pets Best Insurance Reviews