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

“The process of processing claims is too long. I submitted my claim on 11/1/22 and my claim was processed on 11/22/22. Too much information needed just to get a payout.”

Helpful Report

Posted 2 years ago

Hi Zondra, 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. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day and a wonderful holiday. – PF

Posted 2 years ago

“Seems like the reimbursement is not a adequate.”

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Posted 2 years ago

Hi Frank, thanks for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start 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. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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 Documents and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“Claim payouts are very slow!”

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Posted 2 years ago

Hi Rachel, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“As far as health insurance - good coverage . I did have an issues with my last wellness claim it took almost 3 weeks to process and 3 phone calls to see what the issue was . All of my other claims were processed within 4 days . No one could give me a reason why the last claim took so long . Had to be escalated to a manager . Then was processed same day .I don’t understand why it took me 3 calls to get it done 😜”

Helpful Report

Posted 2 years ago

Hi Suzy, thanks for your time and feedback. We’re glad you feel we offer good coverage for your pet’s health insurance. 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“Too slow in reimbursements for out of pocket prescriptions. Also the rates go up every year as dog gets older & the amount it goes up is quite surprising. I am thankful that my health insurance doesn't go up each year that I get older!!”

Helpful Report

Posted 2 years ago

Hi Judith, 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. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. 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. We send out a Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. You can find your Policy Documents under Documents and Forms in your account on our website. We’d be happy to go over the ways to reduce the premium 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“Not what I expected. Take too long to process claims.”

Helpful Report

Posted 2 years ago

Hi Vasiliki, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“So far, I have not been able to be reimbursed for my wellness checks in terms of the vaccines my pet has received.”

Helpful Report

Posted 2 years ago

Hi Denzel, thanks for your time and feedback. We recommend checking your most recent emails again, as once a claim has completed processing, we send out the Explanation of Benefits to the email address on file. We’d be happy to go over your most recent Explanation of Benefits 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“It takes too long for a claim to be processed even when you submit everything including documentation via online option. Pets Best like to send out a form letter email apologizing for the delay in processing your claim. Included is a link to go to for tips on speeding up your claim processing. Guess what? Its recommendation is to submit an online claim, DAH. That's what I did so quit wasting my time with the automated form emails.”

Helpful Report

Posted 2 years ago

Hi Mary, 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 are received. Medical claims are processed within 35 days currently. We have submitted your complaint regarding the claim processing time and claim delay emails. 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 2 years ago

“Pets Best was a reasonable insurance carrier when my dog was young. But now as he is getting older, it is becoming so expensive the coverage doesn't seem worth it. I doubt we will renew next year.”

Helpful Report

Posted 2 years ago

Hi Kristin, thanks for your time and feedback. We’re sad to hear that you doubt you will renew your pet’s policy with us next year. 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. We send out a Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. We’d be happy to go over the options to reduce your premium 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“Out of a $484 bill they paid $110. My vet billed $250 for her spaying and they paid nothing. Will cancel soon!”

Helpful Report

Posted 2 years ago

Hi Nancy, thanks for your time and feedback. We’re sad to hear you will be canceling your pet’s policy soon. We called and left you a voice message regarding your claim today. You’re welcome to reach out to us if you have any questions after listening to the voice message. 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“I never heard back from my claim it has. Went over a month.”

Helpful Report

Posted 2 years ago

Hi Victor, thanks for your time and feedback. Once a claim has completed processing, we send out the Explanation of Benefits to the email address on file. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. You can find your Policy Documents under Documents and Forms in your account on our website. We’d be happy to go over your claim Explanation of Benefits 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 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. – PF

Posted 2 years ago

“This was a simple procedure my dog had done, and it too way too long to process the claim. I would hate to see how long it takes to process any major claims.”

Helpful Report

Posted 2 years ago

Hi Scott, 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 are received. Medical claims are usually processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“I don’t want to comment at this time”

Helpful Report

Posted 2 years ago

Hi Donald, thanks for your time. You’re always welcome to reach out to us when you’re ready to share your concerns, we’d be happy to help. 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 available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you when we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I am not happy with the coverage based on the annual premium; the premium for 2023 went up by 45% which is quite exorbitant. My dog has had very few claims in 2022 and I cannot get a straight answer as to why the premium went up so high. I cannot change providers as our dog has a preexisting condition.”

Helpful Report

Posted 2 years ago

Hi Saretta, thanks for your time and feedback. 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. We send out a Renewal Packet via email prior to the renewal to advise of the upcoming renewal premium. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. You’re welcome to reach out to us if you have any other questions or concerns, we’d be happy to help. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I appreciate the affordability but it takes forever for claims to be processed. Also, I’ve had a lot of problems with my vet sends medical records and pets best just doesn’t get them even though they are sent. I’ve even sent them directly to the email and it wasn’t received. Seems like a pets best problem at that point. I had a claim completely denied because the full medical records my vet sent we’re good enough for them but it’s all they had. I tried fighting it but gave up”

Helpful Report

Posted 2 years ago

Hi Claire, thanks for reaching out to us. We’re glad to hear you feel your premium is affordable. We are happy we got a chance to speak with you today about your claim concerns. 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 2 years ago

“Takes too long to get the money from the claims”

Helpful Report

Posted 2 years ago

Hi Abigail, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“Coverage is pretty decent and rates are ok. It does take awhile for claim processing and to receive your benefit.”

Helpful Report

Posted 2 years ago

Hi Penny, 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 are received. Medical claims are processed within 35 days currently. 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 2 years ago

“It’s pretty expensive for what you pay. My plan includes premium wellness and is over $60.00 a month. The wellness part is about $30 of that payment ($360 per year). Considering vet visit annually is 150-200 max, you are better off just paying it yourself and getting an accidental plan.”

Helpful Report

Posted 2 years ago

Hi Becca, thanks 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to add, change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. You’re welcome to reach out to us if you have any other questions or concerns, we’d be happy to help. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“The only complaint I have about Pet’s Best is they are extremely slow reimbursing claim money to my bank account.”

Helpful Report

Posted 2 years ago

Hi Pamela, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we 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 2 years ago

“I actually really like the coverage and wellness options, it’s the best I have found for the price. I would give it 4.5 stars for that. 3 stars for the amount of time the claims take to be reviews, and the fact if you have wellness and Illness on the same claim, they never get reviewed properly and u have to resubmit and it takes another 3 weeks. If you are looking for fast reimbursement, it’s not the best option.”

Helpful Report

Posted 2 years ago

Hi Sarah, thanks for your time and feedback. We’re happy to hear that you really like our coverage and wellness options. We understand your concern for first-time accurate claims processing and apologize if you didn’t experience that on your claim. We are so glad you’ve contacted Customer Care and brought your claim to our attention so we could review your concerns. On average, claim reviews are processed within 30 business days. Once your claim review is processed, you’ll either receive a phone call, email, or Explanation of Benefits via email from us regarding your claim review determination. 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 2 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