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

“Sometimes claims take a long time to process. And despite having purchased both wellness and illness, I feel a lot of stuff hasn’t been covered. There have been times when my invoice of services rendered has been mistaken for something else that isn’t covered so I have to re submit a claim. But it is better then my previous insurance…….”

Helpful Report

Posted 3 years ago

Hi Laura, thanks for your time and feedback. We are glad you feel we’re better than your previous insurance. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days and wellness claims within 20 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We’d be happy to go over your claims processing and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. 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 3 years ago

“It's good except it takes forever to get reimbursed.”

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Posted 3 years ago

Hi Linda, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“I have no issues with Pets Best Insurance, however for what I pay for the insurance yearly I feel I’m better off not having Insurance, since I pay more than the Insurance does for my vet bill. Last year I paid $600 for insurance and was reimbursed about $250. The only other issues is the wait time for payment has been as long as 2 months.”

Helpful Report

Posted 3 years ago

Hi Khalilah, thanks for your time and feedback. We would be happy to go over your policy premium and claims processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I have made one claim since buying the insurance. I paid the extra money monthly to include dental cleaning & care. The insurance approved paying for about 1/3 of the total bill. Their reason for not approving the balance is not clear.”

Helpful Report

Posted 3 years ago

Hello Bonnie, thank you for your time and feedback. Policyholders can add one of our wellness endorsements to their pet’s Accident and Illness policy for an additional premium. 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 the wellness schedule under Documents and Forms in your account on our website. We would be happy to go over your policy and claim processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We apologize for any confusion this might have caused and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“we don't believe we are getting back as much as we should be for reimbursements.”

Helpful Report

Posted 3 years ago

Hello Kerron, thank you for your time and feedback. Policyholders can add one of our wellness endorsements to their pet’s Accident and Illness policy for an additional premium. 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 the wellness schedule under Documents and Forms in your account on our website. We would be happy to go over your claims processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We apologize for any confusion this might have caused and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“The claim process was exceptionally long- it took over three weeks for my claim to be processed.”

Helpful Report

Posted 3 years ago

Hi Kara, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days and wellness claims within 20 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“Overall, the cheapest premium I could find for me new puppy for the coverage I wanted, but it comes with obvious downsides. Those downsides include long window of claim review (often over 4 weeks) and once your claim gets reviewed, feedback isn't clear as to why it was denied. You then have to resubmit the claim and it takes another substantial window of time for review. Claiming window was marketed to be that long but it appears that year round they take that long. I would probably look around for a faster window from another provider if money is tighter for you. I'm okay being out that money for that long, but I would still look elsewhere once this year's policy is up. I would pay more for premium to get better customer service and better company practices.”

Helpful Report

Posted 3 years ago

Hi Vicki, thanks for your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claims processing with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MDT and Saturday from 6:00am to 2:00pm MDT. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“they take too long to process claims and they do not honor doctor reports on a medical condition”

Helpful Report

Posted 3 years ago

Hi Karen, thanks for reaching out to us. We’d be happy to go over your claims processing concerns with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you and hope you have a great day rest of your day. – PF

Posted 3 years ago

“You pay for what you get. While being low cost compared to other brands, they do offer a lot of help. I have a corgi who is prone to hip displasia. Pet best was the only coverage I could find that would I sure both hips. They do take a while to process claims and usually reject your refund or only refund 5% of the bill.”

Helpful Report

Posted 3 years ago

Hi Kyle, thanks for reaching out to us. We’re happy to hear that you feel we are low cost and offer a lot of help. We’d be happy to go over your claims processing and coverage with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Claims should be faster but other then that the benefits are good.”

Helpful Report

Posted 3 years ago

Hi Hannah, thanks for your time and feedback. We are happy that you like your benefits. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we'll send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“I feel like you cover less and charge more than you used to. You also are taking much longer to handle claims. Starting to think about other companies.”

Helpful Report

Posted 3 years ago

Hi Kristine, thanks for reaching out to us. We’re sad you’re starting to think about other companies. We’d be happy to go over your claims processing, coverage, and premium with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We look forward to hearing from you and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Takes a more than a month to resolve claims.”

Helpful Report

Posted 3 years ago

Hi Erika, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“I did get my refund however the whole process almost took two months long.”

Helpful Report

Posted 3 years ago

Hi Emily, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. 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 3 years ago

“I have had this insurance for a few years. Just seems like it takes so long for a claim to be processed then it used to be.”

Helpful Report

Posted 3 years ago

Hi Lynda, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Claims have been taking too long to process”

Helpful Report

Posted 3 years ago

Hi Mary, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we'll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Fair prices for the coverage, but they take a very long time to review claims and reimburse.”

Helpful Report

Posted 3 years ago

Hi Renee, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“The time for claim processing is too slow”

Helpful Report

Posted 3 years ago

Hi Mohini, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days. Make sure to keep an eye on your emails as we'll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Initially I was very happy with this insurance,timely and prompt responses and payments… Not anymore,it takes forever…”

Helpful Report

Posted 3 years ago

Hi Sharon, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 35 days and wellness claims within 20 days. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. 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 3 years ago

“I wish I could do 1/2 stars. I would give a 3.5 instead of a 3. For the past year that I've had Pets Best, it's been okay. Over the last year, the amount of time to process a claim has increased. If you send a claim over without the information needed ( typically, I do follow the whole procedure but this last time, the pic that I sent had the receipt covering the name of the Vet's office and my dog's name ( I only have 1 dog in my household and he's insured with Pets Best) because the top left of the invoice was covered with the receipt, I had to resubmit the information which is no big deal. I received the email asking for the information to be resent, I immediately resent, and then still had to wait for the processing of the claim (just a wellness visit and I was being reimbursed for the flea & tick) I would think if there was a claim that needed to be resubmitted we would get priority but that's not the case. It doesn't bother me bec it was only $50 but there are some people that need to be reimbursed quickly. The amount of $ that you are reimbursed per calendar year is low in my opinion. $50 per year and that covers Heart Worm and the flea and tick. The limit should be raised to $50 for EACH and not $50 for BOTH.”

Helpful Report

Posted 3 years ago

Hi Linda, 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. 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. We would be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MST and Saturday from 6:00 am to 2:00 pm MST. We apologize for any inconvenience and hope you have a great rest of your day. – PF

Posted 3 years ago

“Claims need to be processed faster!”

Helpful Report

Posted 3 years ago

Hi Annie, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are currently processed within 35 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 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