Pets Best Insurance Reviews

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

4.3 Rating 28,406 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,406 reviews

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

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

“Very long wait times to be reimbursed after submitting a claim.”

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Posted 4 years ago

Hi Lori, we are actively working on reducing the amount of time it takes for the claims to process. We certainly appreciate your business.

Posted 4 years ago

“They covered everything we expected them to, which is very helpful since we just had an er trip. But it took over a month to process with no real communication and our refund still hasn't deposited.”

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Posted 4 years ago

Hi Kathrine, we are happy to hear the policy was able to help during a difficult time. We understand on the claim processing time, we are currently working on reducing the turnaround time for claims.

Posted 4 years ago

“Marketing materials are not clear when really disclosing member cost sharing for their pets. Had to discuss this with your cusotmer service department when first claim was processed. found out that Pets Best processes Coinsurance Payment before Deductible is fulfilled. In other words we pay both Coinsurance and Deductible at same time. So it actually takes longer to fulfill the Annual Deductible and as a result costs us more $$$. This language is vague in your marketing materials when it was clarified by your customer service representative, who really could have cared less that this in actuality was how you process cost sharing in your claims department.”

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Posted 4 years ago

Hi, you can find all the information on our website as well as sample policy. We are sorry to hear you had a difficult time with the marketing materials. We are always here to guide you through the coverage. Have a good day.

Posted 4 years ago

“My rate has increased significantly this past year but the claims processing time has now increased significantly also. This started before COVID so that’s not a good excuse. It’s on my list to revisit a comparison of pet insurances. I’m no longer convinced I’m getting the best value and service.”

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Posted 4 years ago

Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. We have options to reduce your monthly rate.

Posted 4 years ago

“38 days for my claim To process and only a tiny fraction was covered”

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Posted 4 years ago

Hi Angela, we would be happy to explain how the claim was processed. Please provide us with your email address on file or policy number.

Posted 4 years ago

“I can't get in touch with anyone for questions I have making customer service non existent. I know we're in the middle of a pandemic but I can't get in touch with anyone by phone, chat or email.”

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Posted 4 years ago

Hi Robert, we are incredibly busy and have unexpectedly high call, chat and email volume. We are working very hard to get to each and every call in the order in which it was received. Our chat function is available. Have a good day.

Posted 4 years ago

“They are very difficult to reach by phone and claims are taking over 3 wks”

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Posted 4 years ago

“I obtained BestPetinsurance in March of2020. In June my dog became ill and was taken to an emergency vet hospital . After several days of testing my dog was diagnosed with Addison’s Disease. My dog has been monitored since he was ten week old . At no Time was any diagnosis of Addison’s disease made. Except for allergic reactions , ear and eye infections and a positive Lyme titer my dog has been well. Yet Best Pet denied my claim stating that my dogs ills started before the policy . Which is totally bogus .So you may want to think twice before obtaining Pet Best Insurance .”

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Posted 4 years ago

“I am disappointed that I have had to call two times regarding claim for Cayenne. It was processed incorrectly as a wellness claim. Each time I was placed on very long hold to talk with a rep. I am still waiting for resolution as it had to be brought to a supervisor's attention. I am sure that the process could be faster as you have made the mistake.”

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Posted 4 years ago

“coverage is great, however turn around time for processing claims is not acceptable”

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Posted 4 years ago

“I have been having difficulty regarding sending claim document by E-mail. I followed instructions which walk thru with Shey & went thru OK. This was 3rd times sending by email. Is any person who receives check UPLOAD PDF file? Al my claim that I sent goes PDF file. I hope some one recognized what I've been sending Invoices, include Claim #3108536. I would like to hear your answer.”

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Posted 4 years ago

“I waited an hour and a half both times I called customer service. My claim took over 30 days to process and I still don’t have the funds. I’ve been with this company for six years first time and I’ve never experienced this kind of bad delay in speaking to a customer service rep or getting my claim processed it’s very disappointing I don’t know what I’m gonna do if I ever get another dog”

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Posted 4 years ago

“Very, very slow response and processing of claims.”

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Posted 4 years ago

“So I just got part of my reimbursement today. It took almost a month whereas it used to take 5-7 days in the past. This isn’t ideal if you need to pay a credit card back, or just to use the money for future appointments as I had planned on doing. While they say it’s because of unusual high claims volumes, it’s been that way for the past 3 years. If there is more volume, hire more people so the customers don’t have to suffer! Also trying to get a hold of somebody is next to impossible. It used to be someone would pick up almost on the first ring, now I wait usually 45 minutes to an hour to talk to someone. A rival company I called to get a quote picked up within 5 minutes. Much better! Also I’m finding the coverage is spotty for my needs, especially since I like to utilize alternative and holistic methods when possible. I’ve been with PetsBest since 2010 and I’ve seen customer service and claim reimbursements steadily decline. While I’ll keep my current pets with this company, I may shop around a bit to see if I can get them decent coverage elsewhere. As for any new pets I get, I will definitely be going with a different company for my insurance needs.”

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Posted 4 years ago

“Pets Best used to be good. Now, the wait time to reach an operator is a minimum of 1/2 hour and my Vetrenary clinic complained of the same issue. Same premiums, inferior service. We're told it's because of the virus. My Vetrenary clinic said that is NOT true. Too much h waiting before reimbursement.”

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Posted 4 years ago

Hi Susan, the wait time is not because of the virus. We are incredibly busy and thats why the hold time is longer than normal. Like every other company, our busiest times and Monday through Wednesday, we have long wait times. However, we will get to your call in the order in which it was received. If you hang up, you lose your place in line. We appreciate your patience.

Posted 4 years ago

“Every claim you submit takes at least a month to process, this is not great when you have large medical bills to pay and do not get reimbursed promptly.”

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Posted 4 years ago

“I think it takes way too long for claims to be reviewed and processed. For claims involving a large expense, this is problematic. I believe it shouldn’t take longer than two weeks. One month is too long.”

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Posted 4 years ago

“Takes forever lately, even fit very straightforward claims.”

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Posted 4 years ago

“Long time for claims”

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Posted 4 years ago

“Poor communication. A hold was put on one of my claims. The only reason I knew that was because I asked. They never let me know what was going on. I pay my bill on time. Why can’t they?”

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Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,406 reviews