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

“I have two different dogs on two different insurances. The one insurance paid up and was done while best pet was still sending me emails explaining that we’re sorry for the delay. Although I got an email saying some things were paid for, I have yet to get any money.”

Helpful Report

Posted 2 years ago

Hi Melinda, 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. When we send out an Explanation of Benefits, if it shows there’s a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for the claim check to arrive, or if the Policyholder has signed up for direct deposit, to allow 5 to 7 days 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 2 years ago

“I would of given a higher rating if the turnaround time was like all the other pet insurances . When I called to find out about turn around time for payment I was told about 2 weeks if they had the vet information . well 30 days later payment still is not in my account and I have a Direct deposit with them. Everyone else I know that has different pet insurance there paid with in 2 weeks. Im not Happy but im hopeful this will change and if it does i will rewrite a review. Also there is No Manger available to speak with if you have any concerns”

Helpful Report

Posted 2 years ago

Hi Virginia, 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 and wellness claims within 18 days currently. However, if there’s 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. When we send out an Explanation of Benefits, if it shows there’s a reimbursement for the claim via direct deposit, the first page of the Explanation of Benefits advises to allow 5 to 7 days 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 2 years ago

“Our pup is insured since we got him 3 months of age and covered with Pets Best for the last 5 + months. So far things have been going well and we had been very happy with PB, getting almost everything covered and reimbursed but the recent experience is horrible. My pup had a gastro problem and we took him to his Vet and they billed us $426. Submitted a claim with PB and after a wait of 3 weeks, they processed it for $66. rest everything gone to deductibles. Cant charge full years of deductibles in one claim. Considering switching to something better”

Helpful Report

Posted 2 years ago

Hi Praveen, thanks for your time and feedback. We’re sad to hear you’re considering switching insurers. 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. 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 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

“Your process of submitting a claim and having to jump through hoops to get everything to you so you can tell me the claim won’t be process after providing the documents you wanted 3 times is ridiculous.”

Helpful Report

Posted 2 years ago

Hi Jeff, thanks for your time and feedback. When we receive an Accident and Illness claim we may need to establish the pet’s medical history, so it is normal for us to request all the pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Each pet’s medical history is unique, so sometimes we need to find out when the pet was obtained, and acquire the names of all treating veterinarians to determine if we have all the medical records that exist for the pet during the required time frame. If we don’t receive all the pet’s medical records in a timely manner, we close the claim until we receive the required medical records. When we close a claim due to lack of medical records, once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim to it for processing. Resubmit claims processing time is based off the date we are able to open a new resubmit claim with the required information, as they are processed within 30 days from that date currently. We apologize for any inconvenience and frustration 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'm afraid to be without pet insurance with the unsightly cost of veterinary care in the world, but Pets Best isn't helping bridge the gap in any real way. Not only do I pay an astronomical amount for coverage that rarely assists me in getting reimbursed for the wellness claims I submit most often (even though I also pay for wellness coverage) but there's also the grey area surrounding the array of potential cruciate ligament injuries that can occur and whether or not they are covered at all. This is ridiculous, as Pets Best and other pet insurance entities know how common (yet costly) these types of injuries are and leave the client with questions about coverage they pay for dutifully when there should be no questions. I haven't yet submitted a claim where I've been pleased with the turnaround time on the EOB. It takes an exorbitant amount of time to process any claim. Pets Best could do much better in making clear what they cover, and paying back their clients.”

Helpful Report

Posted 2 years ago

Hi Savanah, 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 and wellness claims within 18 days currently. However, if there’s 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. 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. 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. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 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

“Very disappointed. Original quote was deductable $500., Reimbursement 80%, Unlimited annual limit. Payout included 20% copay taken by you so my deductable is $500.00 plus 20%. Would not recommend.”

Helpful Report

Posted 2 years ago

Hi Nancy, thanks for your time and feedback. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. We’d be happy to go over your claim 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

“Very Slow to pay claims.”

Helpful Report

Posted 2 years ago

Hi Peter, 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 and wellness claims within 18 days currently. However, if there’s 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’m not sure how they determine what pre-existing conditions are. After getting the insurance and the waiting period my dog had his first visit to discuss a lump that was found on his back. He ended up needing surgery. None of it was covered as they determine it was pre-existing. This was the first time this lump was found.”

Helpful Report

Posted 2 years ago

Hi Katelyn, thanks for reaching out to us. When we receive an Accident and Illness claim we may need to establish the pet’s medical history, so it is normal for us to request all the pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present to process the claim. We then review your veterinarian’s medical records to determine if the condition showed any signs or symptoms prior to the policy start date or during the policy waiting periods, as any condition that showed signs or symptoms during those time frames would not be 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. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for your claim, 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“It takes entirely too long to get a claim processed. I likely will not be renewing this policy.”

Helpful Report

Posted 2 years ago

Hi Derrick, thanks for your time and feedback. We’re sad to hear that you will likely not be renewing your pet’s policy. 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 and wellness claims within 18 days currently. However, if there's 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 enjoy the security of knowing my pets are protected in case of illness or wellness. Based on my experience, I worry about that; if one of my pets becomes seriously ill and I am unable to pay an expensive pet bill up front, I worry you will not pay the bill to the veterinarian and my pet could possibly die. I don't have that confidence in the insurance. Not comfortable with the claims process or turnaround time for reimbursement. Maybe as time goes on, hopefully my opinion will change for the better.”

Helpful Report

Posted 2 years ago

Hi Vanessa, thanks for your time and feedback. We’re glad to hear you enjoy the security of knowing your pets are protected in case of illness or wellness. Our insurance is designed to be a reimbursement program. Our Policyholders can take their pet to any licensed Doctor of Veterinary Medicine inside the United States, Canada, or the United States Territories. Once the services have been performed for the pet, and the Policyholder receives the itemized invoice showing what was done and that they paid the veterinarian in full, they then submit the claim to us for processing. We do have a Vet Direct Pay option available for our Policyholders, where once the services are rendered the Policyholder can submit the Veterinarian Reimbursement Release Form along with their itemized invoice to us as a claim for processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder, and we do not have a network or list of Veterinarians who are willing to sign the form. The Veterinarian Reimbursement Release Form is not a guarantee of benefit as we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed, and there is still claim processing time involved, so the Veterinarian must be willing to accept a delay in reimbursement, if the condition is coverable. 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. 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. 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 worth the stress.”

Helpful Report

Posted 2 years ago

Hi Glenn, thanks for your time and feedback. You’re always welcome to reach out to us if you’d like us to go over your coverage and concerns with you, 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I feel like my insurance doesn’t cover any of my dogs medical bills. I’m probably gonna look for another company”

Helpful Report

Posted 2 years ago

Hi Thu Trang, thanks for your time and feedback. We’re sad to hear you’re probably going to look for another pet insurance company. 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. 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. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Pets best has raised its rates and seems to pay out very little. I've lost my faith in their policies after my dog's very necessary dental surgery was denied due to a stipulation....sent it in for appeal and still denied. I will be canceling my policy and moving to another company after 6 years of being a faithful policy holder.”

Helpful Report

Posted 2 years ago

Hi Elaine, thanks for your time and feedback. We’re sad to hear you’ll be canceling your pet’s policy with us and moving to another insurance provider. You’re always welcome to reach out to us if you’d like us to go over your claims and coverage concerns with you, 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I pay $80 a month to cover my young dog. I've had this insurance since she was 8 weeks old. She is covered for health and wellness as well as accident and injury. For what I pay into this program, we should be receiving more back when she visits the vet annually. I may just shop around for better insurance on her. I feel scammed.”

Helpful Report

Posted 2 years ago

Hi Laura, thanks for your time and feedback. We’re sad to hear that you may shop around for another insurance provider for your dog. 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

“With two pets submission of claim is not good. I have one document for both. You approve one and delay the other when it’s the same document, increases my work.”

Helpful Report

Posted 2 years ago

Hi Anita, thanks for your time and feedback. When a policyholder has two pet’s on the same invoice, the Policyholder would submit a claim for each pet to us with the entire invoice showing proof of payment. We require the entire invoice on each claim submittal, as the amount of the charges must add up to the total amount paid by the Policyholder. We will then process only the part of the invoice that is for the pet specified on that claim. We recommend that claims be submitted via our app or through the Policyholder’s account on our website, as that’s the quickest and easiest way to submit a claim. If you have any further questions, you’re welcome to contact our Customer Care Team, 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I feel the Explanation of Benefits were not explained properly. My last claim was denied because it was deemed a pre-existing condition. How can a dog retching up bile be related to a skin condition (more than 6 months prior) or showing blood when deficicating be related to an "allergy" and claim denial? And it was explained this would be a recognized pre-condition for the life of the policy. In my opinion, these conditions are not related and for it to be a reason for the denial of the life of my pet is outrageous. I was told to appeal the denial through a lengthy process which has to be signed off by my vet. I'm regretting I chose this insurance which cost me over $70.00 a month with a $500 deductible.”

Helpful Report

Posted 2 years ago

Hi Anthony, 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. 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 would need to submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. If you have any further questions, 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“The jury is still out. I was pleased with the quick review and response; however, it was downhill from there. My policy is at a 70% reimbursement level. An EOB had the 30%/70% co-pay/reimbursement figures reversed, so it was showing my reimbursement at 30%. Same EOB shows my deductible as being fully satisfied. A subsequent EOB for a different claim deducts an amount for a "deductible." Process seems very disjointed. Awaiting Pets Best Claims Dept reviews of issues surrounding these claims.”

Helpful Report

Posted 2 years ago

Hi Joanne, thanks for your time and feedback. 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. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your Policy Documents 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

“This insurance is going up. I’m almost paying $100.00 a month and you all aren’t reimbursing much of any thing I sent in several claims totaling almost $400. And all you are paying is $30.00!!!”

Helpful Report

Posted 2 years ago

Hi Rhonda, 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. 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. 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, coverage, and ways 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

“Takes too long to get a decision and most of the time denied”

Helpful Report

Posted 2 years ago

Hi George, 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. 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. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for your claim, 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

“Claims process is very slow, 2x times now with " we are backed" up etc. Took me to complain 2x to get claim resolved. I pay on time b ut then pushed aside. My .02”

Helpful Report

Posted 2 years ago

Hi Randall, 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

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

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