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

“Premium too high when pet gets older. Response to payment request too long.”

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“We switched to Pets Best after a friend recommended them. Since we've switched our dog was diagnosed with cushing diesease and chronic pain. We have had to go back and forth for months for each claim we have submitted to help with her vet bills for testing, medications, etc. for months. For a pet insurance company who is supposed to want to help animals and keep them healthy- they do a terrible job for owners making this happen. We've spent over 2,000 dollars for our dogs new diagnosis to have hardly anything reimbursed back to us. Would not recommend unless you're dog is in perfect condition and wrapped in bubble wrap and then you don't even need pet insurance.”

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Posted 3 years ago

Hi Amanda, our records show your claims for cushings disease were all processed and paid in your favor. We encourage you to contact customer care if there is confusion on how claims are processed. Have a good day.

Posted 3 years ago

“Horrible insurance that rejected my claims. I should just cancel it.”

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Posted 3 years ago

Hi Lynn, we are sorry to hear your claims were denied. We recommend speaking with customer care to determine the reason for denial and gain better understanding of what your policy is meant to cover.

Posted 3 years ago

“Took over a month to find out I won’t be reimbursed of my first 2 bills. I’m canceling my plan immediately, this is a useless scam”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. We are sorry to see you go and wish you the best.

Posted 3 years ago

“My dog has developed Diabetes. I have submitted bills from the Vet and hospital. The amount was approximately one thousand dollars. I have now received $23.00 for bills submitted. I find this disgraceful. I would never recommend this company to any of my friends.”

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Posted 3 years ago

Hi Robert, you have a per incident deductible of $500 that must be met before your vet bills are paid at 80% up to the lifetime per incident limit of $7000. After your deductible was met, you received 80% of the remaining vet visits. Now that your deductible for this incident has been met, you will not need to meet it again since its not an annual policy, and you will receive 80% coverage up to the $7000 limit. We hope this helps clarify your plan.

Posted 3 years ago

“No communication on claims”

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Posted 3 years ago

Hi Tom, we communicate updates via email and your online customer portal. If you need assistance with downloading the phone app or loggin in, please give us a call.

Posted 3 years ago

“They didn't accept our vet's charges. Besides paying for the insurance we are now in debt for a condition that ultimately was just discovered.”

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Posted 3 years ago

We are sorry to hear that. However, “Pre-existing” is defined as any condition that was present before the policy effective date, even if it wasn’t formally diagnosed by a veterinarian. This also includes anything that develops during your waiting period. So, if your pet has any health conditions that were present before your policy began, those conditions won’t be covered by any pet insurance plan, even if you’re not sure what’s wrong with your pet.

Posted 3 years ago

“Claims take months to process. I have no idea why would it take so much time. IF this continues, I am going to switch over to another insurance company.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I got pet insurance for a reason, to feel safe if my dog has an accident or illness. With Pets "Best" all I've received is headaches, stress, and a drain on my bank account. I read the fine print and yet my claim was not approved after being seen when she was sick. They told me she needs more tests (what should be covered) but she sits home sick because I'm afraid Pet's "Best" will pull the rug out from under me like they've done in the past. I'm forced to shop around for a new company because getting you're claim paid is worse than pulling teeth. They DO NOT make me feel safe.”

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Posted 3 years ago

Hi Dana, claims are processed with your vet's medical records. If the records indicate a condition originated prior to coverage, we wont cover it. If you disagree with the claim decision, you are welcome to file an appeal with supporting documents. “Pre-existing” is defined as any condition that was present before the policy effective date, even if it wasn’t formally diagnosed by a veterinarian. This also includes anything that develops during your waiting period. So, if your pet has any health conditions that were present before your policy began, those conditions won’t be covered by any pet insurance plan, even if you’re not sure what’s wrong with your pet.

Posted 3 years ago

“Never heard back on a claim I filed. It's basically cheaper to simply pay the vet bill out of pocket than continue to pay a monthly fee and wait FOREVER to hear back on your claim. I cancelled and moved on...”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“We spend almost $400 and all I got back was $65 for the vet bill I paid $50 a month for this insurance so it feels like I didn't get anything back putting more money in this my dog only goes vet twice a year”

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Posted 3 years ago

Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“I had 6 pets insured through this company. My cat suddenly suffered a blood clot and we rushed him to get treatment. The first office recommended we take him to a pet hospital for immediate treatment so we rushed there. But sadly, my sweet boy died. Of course, this was absolutely tragic, and I'm sure pet insurance companies deal with this sort of thing all the time, which would make more sense for them to make sure they communicate with their customers and show some sympathy. I filed a claim and not only did Pets Best not respond, they didn't even send me a 'Sorry your pet passed." They acknowledged the receipt via an automated system and clearly saw he passed...and they didn't even send an email. Even the initial office I took him to called the pet hospital, found out about his passing and sent me a sympathy card--an office that is constantly busy and 24/7 had enough humanity to check on my furbaby and out of kindness send me a card in the mail. Pets 'Best'? They didn't even remove him from my plan. They continued to charge me and not process the claim for nearly 6 weeks. It should have been processed in a week or two at most. I had to send several emails and finally threatened to report them to the state. STILL they didn't respond, instead they processed the claim today to avoid a state complaint. Far from the Best, they clearly only care about money”

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Posted 3 years ago

Hi, we are sorry to hear you had a negative experience and will pass your feedback along. Its important to note you will always receive an email confirming we received your claim before a processor starts reviewing your claim. The invoices we received to process did not indicate the pet had passed. We hope the rest of the pets are doing well.

Posted 3 years ago

“Very slow turn around on claims and customer service agent on the phone was unprofessional”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Processing claims is extremely slow. I submitted a claim on 07/09. The wellness claim was processed incorrectly as an illness claim. After multiple phone calls to check on the status, the claim was finally paid on 10/07. This is the second time I have had issues with claims being processed incorrectly. If you've got time to spend o phone calls and don't mind waiting 3 months for reimbursement they are great!”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“This insurance is not good. I switched from a previous insurance that did not reimburse well and from the information I read this seemed like it would be better. Unfortunately, they give me even less back and lure you in with the promise of covering alternative care. I have much higher bills than I anticipated or had previously.”

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Posted 3 years ago

Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“i don’t like that i have to pay for my pet and this insurance and i never received no reimbursement yet”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“The claiming process is too slow. More than one month I have to wait for the reimbursement.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Pets Best advertising of covering matters for any congenital conditions that occur in animals is false. If a pet is diagnosed, they need to begin to show signs of the diagnoses impacting the health and quality of life of the animal before they will cover anything. I believe their advertising was false, and I am extremely disappointed in their process.”

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Posted 3 years ago

Correct, “Pre-existing” is defined as any condition that was present before the policy effective date, even if it wasn’t formally diagnosed by a veterinarian. This also includes anything that develops during your waiting period. So, if your pet has any health conditions that were present before your policy began, those conditions won’t be covered by any pet insurance plan, even if you’re not sure what’s wrong with your pet.

Posted 3 years ago

“Takes FOREVER for a claim to get reimbursed. And my very last claim for both my 2 dogs were reimbursed incorrectly which I have to call customer service multiple times in month to see what’s going on and no one can give me a solid answer. Will be cancelling once I get paid out correctly. HORRIBLE HORRIBLE HORRIBLE. Waste of money”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Confusion on my part. I followed instructions from a representative and I feel I was left out to dry”

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Posted 3 years ago

Hi, we are sorry to hear that. Please elaborate on the situation so we can look into this complaint.

Posted 3 years 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