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

“They take forever to review your claim and every time they ask for notes so now I send notes every time. unfortunately my cat just passed away with a $10,000 bill. now they're sending me saying they need additional information because the receipt is covering up her name. the bill is 3 pages beng inpatient 4 nights I sent about 15 pages of notes and they still want to see the bill with her name. give me a Fin break. want want proof of payment for everything. I whipped out my credit card and it was paid . the receipts even show payment but they want the actual receipt. I dont have time to wait for that my cat was dying I need to go to another hospital.. it was life and death and it literally was. they just waste so much time period. Snow I'm sending him a copy of my credit card statement and they can figure it out period. Pets Best best is cheapest but cheap isn't always the best. I would never get them again.”

Helpful Report

Posted 1 year ago

Hi Vicki, thanks for your time and feedback. We’re so sorry to hear of the loss of your cat, we understand that losing a pet is like losing a family member. We also regret to learn you've had a negative claim experience. We are happy to review your claims with you and assist with ensuring complete information is received for your pending claim(s) for a smoother experience. 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 used to love Pets Best! Quick turn around. I recommended them to everyone. Not anymore. VERY dissappointed that you felt the need to raise my rate by 50%. That's just price gouging! Typical insurance company.”

Helpful Report

Posted 1 year ago

Hi Christine, thank you for your time and feedback. We understand your concern about affordable coverage. 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 can 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

“I’m just extremely confused what my insurance covers”

Helpful Report

Posted 1 year ago

Hi Iliana, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage. You can find your Policy Information under Documents and Forms in your account on our website, however, if you’d like to discuss your coverage questions, 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

“It’s like pulling teeth get claims processed for even the most minimal of reimbursements. Took four phone calls and four submissions just to get a reimbursement for front line. This company has a long way to go with making this customer friendly, especially with your yearly increasing rates”

Helpful Report

Posted 1 year ago

Hi Brian, 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

“Claims take very long to review, customer service is terrible.”

Helpful Report

Posted 1 year ago

Hi Brendan, thank you for your time and feedback. We understand your concern about faster claim processing. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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

“Huge rate jump when I moved states that was not explained or in my opinion required. Minimal return/coverage in exam bills. Considering looking elsewhere at alternatives to compare rates and coverage.”

Helpful Report

Posted 1 year ago

Hi Elisa, thank you for your time and feedback. We understand your concern about affordable coverage. The premium is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. 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

“I have to admit that I am less than pleased with Pet's Best. I'm hoping my latest issue will be resolved. I pay a pretty hefty premium to have a $500 deductable and 90% coverage thereafter. I submitted a claim for the first time and I am now hit with a co-pay!! Nowhwere in the terms is there mention of a co-pay. I sent an email to Customer Service, I hope this will be taken care of!!”

Helpful Report

Posted 1 year ago

Hi Lisa, thank you for sharing your thoughts as they are important to us. We empathize with your frustrations around understanding your selected coverage. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. As you mentioned, having 90% reimbursement means you have a copay of 10%. 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

“It was a complete waste of money. Not until i requested to cancel my policy were my claims reviewed carefully after several attempts to apply the deductibles to the appropriate year.”

Helpful Report

Posted 1 year ago

Hi Sonia, 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

“Doesn't cover anything and expensive. Cant change plan.”

Helpful Report

Posted 1 year ago

Hi Alexis, 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website and you have the option to change or remove your plan at your annual renewal. 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

“Takes why to long for claims to process and receive refund. I barely got any money back on my last claim compared to how much I pay for pet insurance monthly. I will be cancelling.”

Helpful Report

Posted 1 year ago

Hi Abiola, 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

“If less than one star could be rewarded it would have been save your money and look else where i canceled after loosing money because of them for three years. DONT WASTE YOUR MONEY”

Helpful Report

Posted 1 year ago

Hi Dean, 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

“Coverage on wellness is very minimal, almost useless for the premiums.”

Helpful Report

Posted 1 year ago

Hi Ram, 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your 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

“Paying for months for the full emergency coverage. My Aussie Sheppard swallowed a large mango pit. Had to take him to Animal Hospital ER. It ended with a $387 bill. Just received $37 (??) reimbursement from Pets Best on a Friday with no way to reach their support to find out why they just screwed me on reimbursement. I am beyond p’d and feel as though they pulled a bait and switch. I put this insurance in place most for catastrophic coverage but I upgraded to the better version. For what? Pet owners beware.”

Helpful Report

Posted 1 year ago

Hi Michael, thanks for your time and feedback. We empathize with your frustrations around understanding your selected coverage and hope your dog is doing well after the accident. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. Your Explanation of Benefits will walk you through the outcome of each claim and 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 had two dogs on with them. They were both on the same receipt so I sent the same four pages for each dog's claim. I sent one and then submitted the other right after. They must have been handled by different reps as I got notified one dog needed to submit more information while the other was being processed. Once before I had to call Pets Best and the process of speaking to them was painful so I hesitated in calling but I called as soon as I read they wanted more information. With the way they handle phone calls I was on for half an hour and the female rep said she was going to place me on hold. Well nothing was reresolved and she hung up on me so thirty minutes wasted. I was at no time rude, raising my voice or swearing, I was just asking questions. I called back and at about the five minute mark they hung up again. I then had to call and reached a male customer service rep. At this point I was so frustrated. My female dog has been on the policy since she was born so four years and my male dog all of his one year of life. At this point I was so upset. We were at the one hour mark. I told the agent that I wanted my claims paid out, and I was going to be cancelling my policy. He said he was going to put me on hold. I was not happy with that as they put you on hold and then dont return to the call. He said he would pay out a prorated premium for my pets and I said fine and he finished the call. I then received an email that said they were going to credit it to a credit card I just had to cancel as a hacker had accessed it. So one more phone call to ask them not to do that. 90 minutes over two very simple claims and they lost our business and future business. If you accidentally hang up on someone you are supposed to be helping, call them back....It is that simple. You had my number. Supposedly these calls are recorded for quality assurance. LOL. I am telling you now that Knox and Nova's mom is not amused. Worse customer service ever. The insurance may be good but i wish they would have gotten into 2024 and had an option to chat with a rep like most places you can message and they message right back. No one has ever accidentally disconnected on a customer that way. Please hire better reps and figure something else out. I would expect this kind of lengthy phone call if I was dealing with a major issue but for claims for a dog it is ridiculous. I should have gotten a job at Pets Best to handle my own claim.....”

Helpful Report

Posted 1 year ago

Hi Andrea, 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. If you are still needing assistance with your claims being processed and/or if you need to reach us in the future, please note that you can chat with our Customer Care Team 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 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

“I am truly unhappy with your customer service. I am canceling my insurance on my pets with you”

Helpful Report

Posted 1 year ago

Hi Gail, 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

“Do NOT recommend. Rates rose by 50% after first year because of the “advanced age” of my dog (he’s 2). It also took them almost a full month from the filing of a minor injury (laceration) claim to an EOB only to find out the $500 deductible is actually $600 since they apply a 20% “copay” to the deductible you are already 100% responsible for before they’ll even pay a dime. I work in the human healthcare field and have had other pet insurance policies/claims in the past and this is a first and completely misleading.”

Helpful Report

Posted 1 year ago

Hi Melanie, thanks for your time and feedback. We understand your concern about affordable coverage. 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 can occur annually at renewal to balance these age-related health risks with rising medical care needs. If you’d like to discuss the specifics of your claim go over your options for reducing your premium, 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

“Ridiculous wait time. Terrible call center.”

Helpful Report

Posted 1 year ago

Hi Sheldon, 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. 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

“Difficult to get reimbursement even when we pay a lot of money out of pocket to be reimbursed. Cancelling our policy with them asap and going back to our old pet insurance who made it simple, easy and fair to submit a claim and be reimbursed. Do not recommend.”

Helpful Report

Posted 1 year ago

Hi Taylor, thank you for your time and feedback. 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 us 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'm extremely disappointed in Pets Best. I rescued my American Staffy and immediately signed up for Pets Best insurance. 3 days after adoption I took 'Charlie' to the vet(knowing about 14 day waiting period)just for a "once over" since he was abused then in a kennel til I gave him a home. I never intended to submit a claim for this initial visit but the vet gave him a PRECAUTIONARY SHOT in case of allergies. So 21 days go by and I take Charlie for his first visit I submitted as a claim. WAS DENIED COVERAGE BECAUSE NOW 'ALLERGIES' ARE A PREEXISTING CONDITION. Even though it was only giving as precaution. Now I'm told no allergies OR allergy related (food or seasonal) will be ever covered for life. EXTREMELY DISAPPOINTED...WILL BE CANCELING COVERAGE IMMEDIATELY.”

Helpful Report

Posted 1 year ago

Hi Peter, thank you for your time and feedback. We understand your concerns about pre-existing conditions. Unfortunately, in order to provide affordable coverage for our pet parents, 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. Our 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. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. If you’d like to discuss the specifics of your claim and/or receive an Appeal Form for a claim, you may 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

“Doesn’t have great coverage”

Helpful Report

Posted 1 year ago

Hi Haezy, thanks for your time and feedback. We understand your concerns about your selected coverage. If you’d like, we’d be happy to go over your 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

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