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

“Claims take too long to process.”

Posted 2 years ago

Hi Colleen, 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 42 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

“Extremely dissappointed with the claims process. I do not abuse this service and expect that when my pets need care that I would be rembursed for the service. Timelines, catagories and title of service ahould not play a part in the determination of funds returned. It should be individually considered. I am discontinuing my service with PetsBest. Savings account works better. Thank you for listening”

Helpful Report

Posted 2 years ago

Hi Pete, thanks for your time and feedback. We’re sad to hear you’re discontinuing your service with 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 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 Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request 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 for the effective date of 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. 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 icon. 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 submitted my first 2 claims (2 puppies) and one was denied in error. The exact claim for the other puppy was accepted and paid on. Rather than just fix the error, I was responsible for filling out another form and having my Vet take her time to write a letter showing that the services provided were covered by Pets Best under my policy. I hope this isn't going to be the game that this insurance company plays going forward or I will look for a new company.”

Helpful Report

Posted 2 years ago

Hi Jan, thanks for your time and feedback. We’re sad to hear that you may look for a new pet insurance provider for your pet’s insurance. Please hold off on submitting any additional paperwork for that claim, and keep an eye on your emails over the next 24 to 48 hours. If you find you have further questions, you’re welcome to reach out to us. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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. 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 ease of submitting a claim is nice. But the lack of communication is astounding. They denied a claim stating they didn’t receive the additional information from our vet when I was CC’d on the email the vet sent them.”

Helpful Report

Posted 2 years ago

Hi George, 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. Once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim(s) 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 have had PetsBest policy for almost 5 years now. Once we submitted a claim and was denied. We recently submitted another claim (as our dog had to be taken to the Vet for diarrhea and not being well, etc; and out of a bill of $380, PetsBest only paid $80....really?? After 5 years of paying them, this is the "amazing" coverage I can expect from them? Obviously, I am planning to switch ASAP from this insurance company or not keep any insurance at all. If I had saved that money every month I had been way better to pay any sort of expenses for my dog.”

Helpful Report

Posted 2 years ago

Hi Annunziante, thanks for your time and feedback. We’re sad to hear you’re planning on switching your pet’s insurance to another 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, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your Declarations Page 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I submitted claims on two cats on a Saturday and the next Wednesday had one claim approved. With that I was disappointed a vaccine they received a little early was not covered . My intention was to get the vaccines on the same schedule so I didn't need to take my cat through two torturous car trips. In this respect, Pets Best did not have my pet's best interest in mind. It is now six days past the date I submitted my claim on my other cat and it is still in process. I am not impressed. I have a feeling I will be paying considerably more for the premium and will never benefit from having pet insurance. I'm hoping my pets' health and safety will remain intact so I don't need to rely on this scam in an emergent situation.”

Helpful Report

Posted 2 years ago

Hi Daniel, thanks for your time and feedback. We regret to hear that you're not impressed and you're feeling that you’ll be paying more in premium than you'll benefit from having your pet's policy. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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 wellness schedule under Documents and Forms in your account on our website. Policyholders can request 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 for the effective date of 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. 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 42 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 we thank you for your patience. We’d be happy to go over your claims 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Not enough coverage for well care visits”

Helpful Report

Posted 2 years ago

Hi Mark, 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. 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 wellness schedule under Documents and Forms in your account on our website. Policyholders can request 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 for the effective date of 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. We’d be happy to go over your claims 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“The monthly fee is costly and it seems every time I send an invoice, I am denied the majority of the charges. How is it that my pet is neutered, but anesthesia and pain meds aren't covered? Did you expect the pet to stay awake during the procedure and not need pain meds after?! Even humans can get a discount on medication. I am currently searching for a new insurance carrier for my pet.”

Helpful Report

Posted 2 years ago

Hi Keenya, thanks for your time and feedback. We regret to hear that you're searching for new insurance for your pet. Our annual policies and wellness endorsements refresh at your renewal date or anniversary date with us, as all our policies renew on a policy year, not the calendar year. 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 wellness schedule under Documents and Forms in your account on our website. Policyholders can request 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 for the effective date of 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. 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. 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

“Pet's Best continues to ask for updated medical records even when they have already been submitted by your veterinarian.”

Helpful Report

Posted 2 years ago

Hi Jeanna, thanks for your time and feedback. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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. 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

“You say we have you and your pets back you dont that is why i dont like your insurance we end ip paying for most of it”

Helpful Report

Posted 2 years ago

Hi Dawn, thanks for your time and feedback. We regret to hear that you don’t like our insurance. 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. You can find your Declarations Page under Documents and Forms in your account on our website. If you’d like us to go over your claims 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 assistance and hope you have a good day. – PF

Posted 2 years ago

“the coverage they do have is decent, at least the wellness plan, but it’s ridiculous that I can’t change my plan or lower my deductible. I feel like I barely get my moneys worth except for when my dog gets shots/preventative(the wellness plan). But I got a raise and was hoping to lower my deductible, thinking maybe it would be like human insurance where each year allows changes, but I was told once I submit a claim I am locked. I just think that’s crazy.”

Helpful Report

Posted 2 years ago

Hi Jennifer, thanks for your time and feedback. Only our newest Underwriter allows upgrade requests on Annual Policies. Unfortunately, Accident and Illness Annual upgrade requests have strict eligibility requirements. The request must be made by the Policyholder to either reduce the deductible by up to $200 maximum, or increase the reimbursement rate by 10% (only within the ranges that we offer). The request must be made within 30 days prior to renewal for the effective date of the renewal. The policy is subject to an Underwriter Review to determine eligibility at that time, and if there have been any Accident or Illness claims filed during the prior policy year, the pet’s policy wouldn’t be eligible for the upgrade. You can find your Policy Documents under Documents and Forms in your account on our website. You’re welcome to reach out to us if you have any other questions, 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

“It would be great if there was a plan for puppies ages 2 months-1 year. The wellness plan isn't really worth it the first year because it really only covers the first visit with shots. I pay 60$ a month, but I could save that monthly and pay out of pocket which would be cheaper vs the monthly premium. Will be looking into other insurance because I have 2 dogs on the plan. One with accident and illness, and the other with accident and illness, plus wellness. Customer service is great. Plan reimbursement was quick with auto deposit.”

Helpful Report

Posted 2 years ago

Hi Rusty, thanks for your time and feedback. We’re glad to hear that you feel our customer service is great, and our plan reimbursement is quick with auto deposit. We’re sad to hear however, that you’ll be looking into other insurance for your 2 dog’s policies. 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, when your pet is a puppy and requires multiple puppy visits for vaccinations, you may use up all the wellness exam and general vaccination 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 wellness schedule under Documents and Forms in your account on our website. Policyholders can request 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 for the effective date of 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. 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. 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 have only had this insurance for approximately 4 months and have used it three times. My biggest complaint is that the processing time is particularly slow. It has taken over a month for two of those to be processed. I also do not recall seeing anything about a deductible when I was signing up for the insurance but was told when processing one claim that we did and therefore would be receiving only about $4.00. That is acceptable as I may just not have read closely enough or forgotten but hopefully this is really clear on the website.”

Helpful Report

Posted 2 years ago

Hi Megan, 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 42 days currently. We apologize for any inconvenience this has caused and thank you for your patience. 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. Policyholders can see where they are at in meeting the deductible in their account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“They reimbursed me for $250.00 out of $1300 in vet bills. And they will not pay for ANY at-home vet bills. I'm getting my dog spayed before the contact ends because they supposedly reimburse all of that but I'm not holding my breath. I will not renew for my 3 dogs which cost over $3k.”

Helpful Report

Posted 2 years ago

Hi Michael, thanks for your time and feedback. We’re sad to hear you will not renew your three dog’s policies with us. 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. 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 assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I really did think that I was going to have a great experience with this insurance. My first claim went so well and quickly. I submitted the claim on 12/8 when my dog was neutered and I received a message that I needed additional documentation which I then provided. My claim was not paid, I called and the customer service rep said they would call the vet to get what they needed. I received an email looking for more information. I was told to ignore the message; I then get a message that the claim was rejected. I called AGAIN and was told it would be paid. The claim has been approved and I'm still waiting for the money.....”

Helpful Report

Posted 2 years ago

Hi Denise, thanks 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. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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 42 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. 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. 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 a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. 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. If you have any other questions, you’re welcome to reach out to us, 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

“When we put in our claim, we were told it would be about a month to receive an answer on the claim. We waited out that month and gave a call to check in as we hadn't heard anything. We were told it could take exactly 30-35 days and since we called on day 30, we should wait a few more days. On day 35, we gave another call in to find out that they weren't even sure they had all our information, even though we had verified all this with them at the beginning of the claim being submitted. Finally, after talking to multiple reps, we were told that they in fact "did" have everything and that we should be receiving an answer soon. We waited another week and called in again as there was still, no response. Again, after talking to more than one rep, things were finally processed, and it took about 5-7 business days for the approved claim amount to be deposited in our bank. The whole thing was a huge hassle and not many of the reps were very helpful. There was no manager or person that was actually working on the processing of the claim that we could talk to directly. The customer service reps said that all they could do was email those people. Poor customer service, long waits, and overall huge frustration. We hope we don't ever have to use them for a claim again.”

Helpful Report

Posted 2 years ago

Hi Derek, thanks 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. 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. Accident and Medical claims are processed within 42 days currently, from the date we receive the completely itemized invoice with proof of payment for the total amount due on the invoice. 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 a 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

“Haven't been happy with this coverage compared to my last dog with VPI (Nationwide)”

Helpful Report

Posted 2 years ago

Hi Brenda, thanks for your time and feedback. We’d be happy to go over your coverage concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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. 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

“Claim time is excessive and we felt the claim was rejected unfairly and now we have to wait even longer just to get claim money we think we're owed.”

Helpful Report

Posted 2 years ago

Hi Michael, thanks for reaching out to us. 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 42 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. 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. Appeals are processed within 90 days currently. You’re welcome to contact our Customer Care Team if you have any questions, we’re happy to help. You can contact Customer Care 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'm disappointed in the results of my claim. My dog was having allergy induced yeast infection all over her body and her ears were infected. Medications were given and PART OF THE TREATMENT is bathing her with a medicated shampoo. You refused to cover that....doesn't make sense. That's like going to the doctor to have the wound cleaned and you don't' cover the labor for having the wound cleaned only the medication. Very disappointed. I'm a senior and I can't bathe a dog this size. I'm seriously considering stopping the insurance.”

Helpful Report

Posted 2 years ago

Hi Johnnie, thanks for your time and feedback. We regret to hear that you’re considering stopping your pet’s insurance. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it 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. 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 as if I do not ever get anything covered and I just pay per month for no reason.”

Helpful Report

Posted 2 years ago

Hi Samantha, thanks for your time and feedback. We regret to hear that you feel as if you never get anything covered, and that you just pay per month for no reason. 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. 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 assistance and 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