Pets Best Insurance Reviews

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

4.3 Rating 28,922 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,922 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I don't like that i get a different person each time i call and have to start all over explaining the claims”

Helpful Report

Posted 1 year ago

Hi Dustin, thanks for sharing your thoughts as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“1. They're phone representatives are very polite and definitely try and help. 2. Their online is very easy to submit claims but, some of their verifying questions are too, one way of another. Sometimes a claim could be part of wellness as well as part illness. Not always cut and dry. They don't allow for this. 3. The wait time for reimbursement is much too long! 20 to 40 days is totally unexceptable and very unprofessional. 4. They seem to have several and frequent excuses as to things not being covered in claims. They want their premiums paid on time, but they like to wheel and deal on what they payout for reimbursement. 5. Given my circumstances, starting with them and having it be about a year into using this company, I'll probably stay with them for this dog, but I will not in the future put my next dog or dogs onto their plan, unless I see some positive changes for the better in the way this company operates.”

Helpful Report

Posted 1 year ago

Hi Joan, thank you for your time and feedback. We're happy to know you've had a positive customer service experience. Please note, you may submit a claim that includes both wellness and illness under the appropriate illness and we will separate the wellness items on our end. We apologize for any confusion. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“It takes way too long to pay a claim. It’s been a month and I have still yet to be paid. On top of that, what you are covering is nothing at all. I’d be better off putting the money I spend on your insurance every month into a savings account and just use that for pet visits. I’d save money at this rate.”

Helpful Report

Posted 1 year ago

Hi Matthew, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. If you’d like, we’d be happy to go over your claim and coverage 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Not happy. My dog has perpetual soft stool diarrhea. The vet's recommendation was to test for allergies which was done via blood test. Results showed he is allergic to many things including certain foods which we can now avoid. He is doing better as a result. PetsBest will provide no reimbursement. I'll likely switch to better insurance to cover diagnostic tests when called for.”

Helpful Report

Posted 1 year ago

Hi Gerald, thanks for your time and feedback. We regret to hear you're unhappy with your policy so far. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. Our 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. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. You’re welcome to 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. We hope you have a good day. - AS

Posted 1 year ago

“Wellness is a joke!! Doesn't even cover a wellness visit and no vaccines? $2400.00 a year for what? Not sure I'm going to keep my policy doesn't seem worth it.”

Helpful Report

Posted 1 year ago

Hi Gregory, thanks for sharing your thoughts as they are important to 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 would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“Claim sent in on 10/20/23, follow up Emails to myself stating they did not receive medical records as requested “ multiple “ times by my vet. However vet showed me proof they only received 1 request on 11/24 and I am still waiting for some reimbursement to date. Way too long .”

Helpful Report

Posted 1 year ago

Hi Kathleen, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Takes too long to get reimbursed.”

Helpful Report

Posted 1 year ago

Hi Kim, 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. Claims take an average of up to 15 days to be completed, however, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“You don't fully cover yearly required vaccinations even with the better plan we have. We pay a heftymonthly premium and we still have to lay a lot out of pocket. There should be no yearly max on required vaccinations, it's counter intuitive”

Helpful Report

Posted 1 year ago

Hi Kathleen, thanks for sharing your thoughts as they are important to 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 would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“For what they reimburse it’s really not worth it. I received $85 from a $300 vet bill. I pay $376 a month for 5 pets. I asked that they reexamine my bill, but all they did was send me back a statement ignoring my request.”

Helpful Report

Posted 1 year ago

Hi Walter, thanks for sharing your thoughts as they are important to 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 would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“The plans are poorly designed, expensive, and pay very little on claims.”

Helpful Report

Posted 1 year ago

Hi Tonya, thanks for sharing your thoughts as they are important to 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 would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“It takes way too long for the underwriters to Stevie’s claims. Almost 2 months!!”

Helpful Report

Posted 1 year ago

Hi Candy, 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. Claims take an average of up to 15 days to be completed, however, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Issues with communication and repeated delays in processing claims.”

Helpful Report

Posted 1 year ago

Hi Michelle, thanks for your time and feedback. We strive to deliver the best customer service 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. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. - AS

Posted 1 year ago

“I'm a new Pets Best customer. Unfortunately the first claim I submitted took approximately 4 weeks to get a response. They said they were experiencing higher than normal volume. It was a simple claim for Revolution Flea preventive. Still don't have my reimbursement from the approved claim”

Helpful Report

Posted 1 year ago

Hi Deborah, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. - AS

Posted 1 year ago

“I have received more late claims then on time. Not happy with this service for the price.”

Helpful Report

Posted 1 year ago

Hi Mary, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they're received. Claims take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“Poor claim process. Always takes over a month even for a $20.00 reimbursement.”

Helpful Report

Posted 1 year ago

Hi Jen, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. - AS

Posted 1 year ago

“They take. Long time to reimburse you and they do not come anywhere close to covering NYS vet bills.”

Helpful Report

Posted 1 year ago

Hi Marianna, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Maximum benefits of the wellness plans are not worth the premiums you pay monthly.”

Helpful Report

Posted 1 year ago

Hi Deborah, thanks for sharing your thoughts as they are important to 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 would 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“My pet needed an emergency dental surgery due to a cracked tooth. We paid a lot of money to get it done and was expecting PetsBest to be more on top of getting our refund done and they did not. We pay a lot of money for the coverage as it goes up so much every year. PetsBest took over 30 days to ask my vet for records to see if it was a valid claim. I was the one to reach out to PetsBest before they even stepped up to complete the claim. They told me that my image I sent in was not clear which is impossible as I know I send in clear images to avoid anything going wrong w my claim. I already had to borrow money for this emergency surgery. Then come to find out they did not reach out to my vet for records until I called to find out why I had not received my refund. I happened to bring my pet in for another issue and they told me that PetsBest just sent over a request for my records as they already had my file for my pet pulled. This is horrible customer service and with the way the world is right now w inflation, this is unacceptable. Not to mention for years now w the constant delay for any refund I send over. I get more emails saying sorry for the delay then I do anything else.”

Helpful Report

Posted 1 year ago

Hi Windy, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Their coverage is poor. Would not recommend. Will not renew.”

Helpful Report

Posted 1 year ago

Hi Leslie, thank you for your time. We regret to hear that you’re ready to cancel your pet’s policy. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“Claims take a month to process”

Helpful Report

Posted 1 year ago

Hi Nicole, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. - AS

Posted 1 year ago

Pets Best Insurance is rated 4.3 based on 28,922 reviews