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

“This is, without a doubt, the worst insurance company on the planet. They take MONTHS to handle claims, they purposefully stall processing them, and (worst of all) they commit outright fraud in order to prevent paying out claims. This company will be shut down soon, I have no doubt.”

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Posted 5 years ago

Hi Robert, we understand your concern. Claims are processed in the order in which they are received and recently have experienced high claim volume. We appreciate your patience. Our records indicate the claims have been processed in your favor. We are sorry to see you go and wish you the best.

Posted 5 years ago

“Buyer beware. On your first claim annually they don’t say that they first deduct your 20% and then the $250 dollar deductible. Thereby having you pay for the bulk of the costs. Really when they sell you the policy they should explain that catch. Other insurance companies have you take out first the deductible, then your 20%. It represents a lot of money. Not happy at all with the misrepresentation.”

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Posted 5 years ago

Hi Madeline, thank you for your feedback. We will work harder at making this information clearer. We do provide this information when speaking with an agent. However, when self enrolling, it is listed on the website as well as the policy documents. Please let us know if you would like an agent to contact you to go over policy benefits in detail. Thank you for being part of Pets Best.

Posted 5 years ago

“My poor little chihuahuas have been sick for over two weeks now with diarrhea and I have taken them to the vets on two occasions. They tested their stools but cannot tell me what is causing their sickness. I have a big vet bill now thinking I had insurance I allowed this treatment. Well done PetsBest my claim was denied because "don't treat parasites" hello my dogs are still sick and my bills continue. My dogs don't have parasites!”

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Posted 5 years ago

Hi Honorah, we are sorry to hear the pets are still sick. Fecal tests are only covered if you have included the wellness plan to the policy which covers parasite related vet bills. Please let us know if you would like us to contact you to discuss the claims that were submitted in detail. Have a good day.

Posted 5 years ago

“I’ve had two claims filed since joining, the preventative care claim was processed within the 10 day period, but my other claim has been over a month. Thinking of cancelling service.”

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Posted 5 years ago

Hi Kevin, we are sorry to hear you've had a negative experience and understand your frustration. We ask that you please allow 45 days for accident and illness claims as we may need to request information from your vet. Especially on a new policy. Your claim should be done processing shortly and we appreciate your patience in this matter.

Posted 5 years ago

“I felt like more than one department was working the claim I was asked multiple times for paperwork that had already been sent. I was asked for records from prior to my dog being born. The quality of service has changed the last year or so And what used to take a few days now takes months. I canceled my policy”

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Posted 5 years ago

Hi Christian, we are sorry to hear you had a frustrating experience with Pets Best. Its our priority to make sure claims are processed accurately and in a timely manner. We are sorry to see you go and wish you the best.

Posted 5 years ago

“It is a legal method of thief”

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Posted 5 years ago

Hi Kim, we are sorry insurance did not work out for you. However, we were covering the seizures as these originated once the policy is in effect. We are sorry to see you go and wish you the best.

Posted 5 years ago

“They are misleading customers”

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Posted 5 years ago

Hi Maysa, we are sorry for the confusion. Insurance does not cover pre-existing conditions. We provide this information on the website, quote form, and upon enrollment. We try to make this very clear for our new members but will take your feedback to make sure we are providing more accurate information to avoid confusion.

Posted 5 years ago

“Was encouraged by an insurance advisor at Pets Best to discontinue certain coverages & now nothing is reimbursible.”

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Posted 5 years ago

Hi James, we are sorry to hear of this confusion. We would like to look into your case. Please message us directly with your policy number or email address at customercare@petsbest.com. Have a good day.

Posted 5 years ago

Hi James, we would like to look into your case. Please message us your policy number or email on file at customercare@petsbest.com. Thank you.

Posted 5 years ago

“The worst experience and service. A claim submitted for my kitten needed 5 calls to customer service repeated same information and still had rejections and errors on their part. After 4 weeks of back and forth they finally accepted the type of receipts my vet uses. I went with pets best over nationwide which my other pet is on and very much regret it. Go with a different company.”

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Posted 5 years ago

Hi Lisa, we are sorry to hear of the inconvenience. However, glad to know it was resolved. Have a good day.

Posted 5 years ago

Hi Lisa, we are sorry for the confusion and the inconvenience. We are happy to hear the claims were resolved. Have a good day.

Posted 5 years ago

“This has proven several times, especially after getting our dog spayed, that this insurance is not worth the investment.”

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Posted 5 years ago

Hi Kristin, we understand your concern. Pet insurance is for the unexpected accident and illness vet visits. Wellness is an endorsement or add on to the policy to help off set the cost of routine care which is not unexpected. If you would like, we can go over the policy in detail over the phone to help with understanding the benefit of the coverage. Thank you for choosing Pets Best.

Posted 5 years ago

Hi Kristin, we understand your concern. Pet insurance is for the unexpected accident and illness vet visits. Wellness is an endorsement or add on to the policy to help off set the cost of routine care which is not unexpected. If you would like, we can go over the policy in detail over the phone to help with understanding the benefit of the coverage. Thank you for choosing Pets Best.

Posted 5 years ago

“Rip off do not use”

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Posted 5 years ago

Hi Keith, we are sorry to hear you've had a negative experience. We would like to look into your case. Please message us for additional information. We see you have cancelled the policy and wish you the best.

Posted 5 years ago

Hi Keith, we are sorry to hear you've had a negative experience. We would like to look into your case. Please message us for additional information. We see you have cancelled the policy and wish you the best.

Posted 5 years ago

Hi Keith, we are sorry to hear you've had a negative experience. We would like to look into your case. Please message us for additional information. We see you have cancelled the policy and wish you the best.

Posted 5 years ago

“From a $200+ Bill only $45 was paid. Awful.”

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Posted 5 years ago

Hi Antonio, $46 was reimbursed due to the deductible and copay which needs to be met. This is selected upon enrollment. If you would like to discuss policy details, let us know. Have a good day!

Posted 5 years ago

Hi Antonio, your policy is subject to a copay and an annual deductible which you selected upon enrollment. Therefore, the initial amount is applied towards said copay and deductible. Leaving you with a $46 in reimbursement for your first claim. Let us know if you would like us to go over your policy coverage in detail. Have a nice day.

Posted 5 years ago

Hi Antonio, 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. Let us know if you would like us to discuss your coverage in detail.

Posted 5 years ago

“Awfly slow takes way too long it used to b alot quicker”

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Posted 5 years ago

We apologize about the delay. Your claim and your pet are important to us. This isn't normal for our company to take this long, and I promise it is not intentional. We have experienced an overwhelming amount of growth in our business that was not expected and are currently processing more claims than we could have ever anticipated. I understand this is not your fault, but we are working really hard to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“Horrible! Takes forever to process my claims, pays a fraction of what they owe, and supposedly my direct deposit is still processing according to "Pets Best" and has been for over a week now... I think they think I'm stupid. Apparently I have to file a complaint with my state insurance commission.”

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Posted 5 years ago

Hi Denise, our records indicate the direct deposit was successful. Please contact your bank if you have not received the funds. The amount of time it takes for direct deposit to go through is solely based on your bank. Have a good day.

Posted 5 years ago

“Really disappointed with my claim experience. They lost paperwork, sent contradictory emails, have since said they have paid out my claim, but no monies have been received. They harassed me AND the vet office for records. Just an overall really bad, sloppy experience. At the end of my renewal cycle, I will for sure be returning to Trupanion. Save your time and money and just go with the BEST to begin with = Trupanion.”

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Posted 5 years ago

Hi Julie, we are sorry to hear you had a negative experience. Our records show your claim was processed within 10 days of receiving the information and reimbursement was issued via direct deposit. Please contact us if there is any confusion or if more claims need filed. Have a good day.

Posted 5 years ago

“Pets Best Insurance need to take the time to speak with long standing clients. Pets Best need to inform long standing clients: how is our service working for you, we note your four animals have been with us for over ten years and they are getting older, you need to think about changing your "cap", due to possible old age illnesses. Pets Best Insurance, need to advise that Vet Bills have become more expensive over the years. Pets Best Insurance need to advise vet yearly examinations, along with xrays blood work, the charges have increased. Pets Best Insurance need to be loyal to clients and help explain in detail as to why you need to change your cap. Instead of "No we cannot change it you need to have a new policy and all existing illness will not be accounted for". how does that work when one has been with Pets Best Insurance for over ten years with four animals and I cannot change the cap. Having paid thousands to Pets Best Insurance over ten years. My measly cap of $2,500 was not allowed to be upped. I moved my insurance to someone more accommodating.”

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Posted 5 years ago

Hi Michelle, we understand your concern. You can cancel your current policy and start a new plan with a higher limit if you would like. However, keep in mind we no longer offer per incident plans. All of our plans are unlimited with annual deductibles. Please let us know if you would like us to quote you on one of our new options. Have a good day.

Posted 5 years ago

“I placed my claim several weeks ago and have heard nothing.”

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Posted 5 years ago

Hi Jan, we appreciate your patience. Your claim has been processed and reimbursed. Let us know if you have other questions or concerns.

Posted 5 years ago

“I would give them zero stars if that was an option. This company males it clear that they are in the business of taking your money and doing what they can to not reimburse. They close claims within 2 weeks. After making many complaints I was finally able to speak wth a supervisor so told me that they will only call a veterinarian once and will only email for requested information once. What they would not admit but my veterinarian told me was her expirience with this company and my claims, is that they did not return her calls. The supervisor (rochelle) told me tha claims are closed 8 days after the 1st attempt to contact the veterinarian. If you want your claim reopened, they you have to gather anything they need because they will not make any other attempts. I was lied to by Rochelle who said she would call my veterinarian again. Claims get denied because for the excuse of "healthy pet." Why would I take a healthy dog to the vet?!?! I don't waste money on the wellness plan because unless you get a spay/neuter and a dental in the same year, as well as use every other service that they partially cover under the wellness plan, then you always lose money. So any claims I make are for illness or injuries. They claim dogs are healthy and deny legitimate claims. The only positive thing about this company are that the people who answer the phones are very nice. The supervisor who I spoke with and the people who deal with the claims, make this company not worth wasting your time and money on. I do not recommend this insu company. Several years ago they were much better. They seem to have changed about two years ago and have significantly declined.”

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Posted 5 years ago

Hi Liana, we understand your concern. We are diligent in trying to obtain medical records and reach out to the practicing vet and our members several times. We do not close claims until they have been inactive for at least 6 weeks. We apologize about the delay. Your claim and your pet are important to us. This isn't normal for our company to take this long, and I promise it is not intentional. We have experienced an overwhelming amount of growth in our business that was not expected and are currently processing more claims than we could have ever anticipated. I understand this is not your fault, but we are working really hard to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“I gave a very poor rating due to their lack of communication during their time of processing my claim. I had to go through an appeal process, which lasted another 60 days on top of the claims processing time of 30 days. A simple line of communication with their claims team would have avoided the appeal process. Their operators are not knowledgeable or helpful when you run into issues, and their supervisors aren't much better. You have no open communication with their claims reps and you receive no updates. Communication at Pet's Best is the worst. I would not recommend this company to any of my Pet Parent friends. They will pay your claim eventually, but you better be ready to wait and fight for your reimbursement.”

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Posted 5 years ago

Hi Suzanne, thank you for your review. Yes, appeals require further review and can take 60-90 days to process. We see the appeal was overturned and the claims were reimbursed. Please let us know if you have questions or concerns.

Posted 5 years ago

“Pets best charged a lot of money each month, and conveniently denies claims time and time again. This insurance is the biggest ripoff ever!! Don’t get sucked in!”

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Posted 5 years ago

Hi Natalie, our records show your claims were all processed in your favor. Please contact us to clarify any confusion regarding payment. Have a good day.

Posted 5 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