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

“Some claims have been ignored since November. Everytime I call I am told that I am correct and it will be submitted again. I have done this 5 times.”

Helpful Report

Posted 3 years ago

Hi Melanie, thanks for reaching out 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 39-45 days. This time frame starts from the date we receive a 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 send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any frustration this has caused and thank you for your patience. – PF

Posted 3 years ago

“You have some of the worst customer service I have ever experienced. I am frequently put on hold for over 20 minutes, and each time I have called for an upcoming event I am told I can’t answer any questions about your policy until after you submit the claim. My dog has a big surgery coming up I specifically asked about and was told they couldn’t confirm or deny the claim until later. They also couldn’t find the answer after looking in my policy.”

Helpful Report

Posted 3 years ago

Hi Rachel, thank you for sharing your thoughts as they are important to us. We are sad to hear your dog has to have a big surgery. We hope everything goes well. We apologize if you have been frequently put on hold for over 20 minutes. We assure you, that is not our normal practice and that should not have happened. We do offer a Pre-Authorization process as a courtesy to our Policyholders (a Pre-Authorization is not a requirement for any procedure), however there are strict eligibility requirements. If you’ve submitted a claim for the condition already, the condition wouldn’t be eligible for Pre-authorization as the coverage has already been reviewed by the previous claim processing. Once you’ve submitted a claim for a condition and your claim is processed, we send you your Explanation of Benefits for the claim. If any of the processing on the Explanation of Benefits went toward your deductible or co-pay, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts in the Ineligible column, and it will tell you why your claim was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible to meet before reimbursing. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed, but we would be happy to review your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We hope this helps to clear up any confusion and that you have a great day. – PF

Posted 3 years ago

“I am not sure about this CO. becuz I don’t get my money back that much as I thought.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for reaching out to us. We would be happy to review your coverage and claims Explanation of Benefits with you and answer any questions you have. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I’m still waiting to get reimbursed from a claim that was submitted January 11th ! Each time I ask why it’s taking so long I get quoted different time frames and reasons. As a recent new customer I’m am so far extremely underwhelmed!”

Helpful Report

Posted 3 years ago

Hi Raymond, 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 39-45 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

“In general, I have been very happy with Pet's Best insurance. Their frontline customer service is usually top-notch. However, I do have concerns with the people I can't talk to, specifically those processing the claims. They claimed I never sent medical records which I did. It took the frontline team pointing out they were talking to the wrong vet to reobtain them. When they did (finally) accept my medical history, they read the invoice wrong and claimed it was billing me for half the amount it was actually billing me. In fact, they got their total from a partial payment I made when I had the procedure done. It was clearly labeled "care credit." Not only that, if they had been thinking critically about my case, tallying the truly dizzying totals would have clearly shown that they were going off the wrong total. When I brought my concern to the frontline agent, she said she'd ask them to re-review. This will take another 15-30 days. In short, their front-line service is great, but whoever is processing the claims lack critical thinking, attention to detail, and other crucial skills. When I mentioned this to the frontline agent, I was told those folks were also chosen based on their veterinary knowledge. Which again leads me to wonder how someone with veterinary knowledge could look at my invoice, choose the wrong total (which again was half of what I was charged), and not take a few minutes to think: as someone with veterinary knowledge, this total seems a little low for a cat who just had every single tooth pulled out of her mouth. Maybe I should double check my work. This is my only claim with pet's best that is in the thousands of dollars. It's suspicious to me that the most expensive claim is consistently bungled.”

Helpful Report

Posted 3 years ago

Hi Sonja, thank you for sharing your thoughts as they are important to us. We are happy that you’ve experienced top-notch service from our Customer Care Team. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention so we could review your concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. If you have any other concerns, we’d be happy to review them with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We appreciate your time and hope you have a wonderful rest of your day. - PF

Posted 3 years ago

“Easy to submit claims but I have submitted 4 claims & have yet to hear back from them. Definitely looking into other insurance.”

Helpful Report

Posted 3 years ago

Hi Cindy, thanks for your time and feedback. We’re sad to hear that you are looking into other insurance. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 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 claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“Long reimbursement wait period”

Helpful Report

Posted 3 years ago

Hi Kaitlyn, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 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 claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“I've found the delay in claim processing to be much longer than anticipated and was not something conveyed to me during the sign-up process. Also, there seems to be an issue with not having records that I haven't experienced with previous insurance providers. Not very satisfied so far.”

Helpful Report

Posted 3 years ago

Hi Max, thanks for your feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We appreciate your time and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took so long to get you all to review my claims from last year and I still don’t have my reimbursement checks yet. I might cancel.”

Helpful Report

Posted 3 years ago

Hi Don, thanks for reaching out to us. We are sad to hear you might cancel your pet’s policy. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. If you would like, you can sign up for direct deposit for future reimbursements to help alleviate any mailing time or mailing issues. You can sign-up for direct deposit by logging into your account at www.petsbest.com, hovering over My Account, then clicking Payment Information. On that screen there is a hyperlink, Edit Direct Deposit Information. We will need a checking or saving account routing number and account number for your direct deposit. Once you sign up for direct deposit, your reimbursements would go directly to your account on file. However, direct deposits can take 5-7 days to show up in your bank for bank processing time. We appreciate your time and hope you have a wonderful evening. – PF

Posted 3 years ago

“They're not what they used to be. Definitely shop around before getting Pets Best.”

Helpful Report

Posted 3 years ago

Hi Kathleen, thank you for sharing your thoughts at they are important to us. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“My claim indicated that I would receive a certain reimbursement, but what I received in my account today was a different amount”

Helpful Report

Posted 3 years ago

Hi Michael, thank you for reaching out to us. We would be happy to review your processed claims with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST, and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great weekend. – PF

Posted 3 years ago

“what's frustrating is we pay for the highest tier/level for pet insurance and it seems like each time I submit a claim, it gets rejected. I understand to a point that not every single thing is going to be covered, but a lot of the time the one thing that isn't covered (pre-existing conditions) is the one thing that we need to be covered. Otherwise, what is the point of having insurance if you're not going to be covered if everything is going to be labeled as pre-existing? Say that would be in our case as humans, what would be the point in having insurance for us if nothing gets covered because of "pre-existing conditions"? Why should that matter anyway, it shouldn't matter if a pet has a pre-existing condition, I thought that was the whole reason to have insurance. Otherwise, it seems like having pet insurance is a waste of time and money.”

Helpful Report

Posted 3 years ago

Hi Jason, thank you for reaching out to us. We understand it can be frustrating when your pet has conditions prior to starting a policy, and pet insurance doesn’t cover pre-existing conditions. We would be happy to review your concerns with you and answer any questions you may have. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great weekend. – PF

Posted 3 years ago

“It’s nice to have the peace of mind having pet insurance. However. They claim quick processing, but it took well over a month to get our claim processed AND we got less than half of what we expected to get back. So overall? Not great. Probably switching companies.”

Helpful Report

Posted 3 years ago

Hi Brianna, thank you for sharing your thoughts as they are important to us. We are happy that having pet insurance gives you peace of mind, however, we are sad to hear that you are thinking about switching insurers. Rest assured, your claim processing time is a top priority for us, and we are working to process claims quicker and more efficiently. 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 the wellness schedule by logging into your account at www.petsbest.com under My Pets and then Documents and Forms. To keep the wellness premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your pet's 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 apologize for any inconvenience or confusion this might have caused. - PF

Posted 3 years ago

“Claim was submitted back in Nov 21. Just got an e-mail on Feb 1, 22 that my claim will be paid. Very slow in processing Claim. Said they needed more information from my vet in Dec 21. I called my Vet in Jan 22 to make sure they sent the information and they said Pets Best never called them. My Vet sent the whole file via e-mail the day I called. So somewhere along the line the "ball got dropped". Maybe next time things will go smoother and faster. I am glad I have pet insurance though!”

Helpful Report

Posted 3 years ago

Hi John, thank you for sharing your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, and we are working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, as long as we receive your pet’s medical records in a timely manner. When we require your pet’s medical records, we send out a formal request to your veterinarian requesting them. Once we obtain your pet’s medical records, we keep them on file for future claims processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“The claims take an extremely long time to process. The price is also not the best. We'll be looking at other per insurance in the future.”

Helpful Report

Posted 3 years ago

Hi Irena, thank you for sharing your thoughts as they are important to us. We’re sorry to hear that you’re thinking about leaving us. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. Rest assured your claim processing time is a top priority for us and we are working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“I was having trouble getting in contact with the vets regarding a second bill that I had submitted and since we couldn't get them to send the info we needed I was denied the claim. Pets best didn't try very hard and now I'm out the money because the vet refuses to cooperate.”

Helpful Report

Posted 3 years ago

Hi Jacqueline, thank you for sharing your thoughts as they are important to us. We are sorry to hear that you’re having concerns with one of your claims processing. We would be happy to review your concerns with you and see what we can do to help. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took 1.5 months to get my claim worked out. Will switch to Trupanion next year (as my deductible for this year has already been spent here).”

Helpful Report

Posted 3 years ago

Hello Natalia, thank you for your time and feedback. We are sorry to hear you are looking at switching insurers as we would be sad to see you go. Rest assured your claim processing time is a top priority for us and we are working to process claims faster. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 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. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Good coverage, reasonable premiums , terrible claims handling and service. Took over 50 days to be reimbursed for a claim.”

Helpful Report

Posted 3 years ago

Hi Shelbi, thank you for your time and feedback. We are very happy that you feel we offer good coverage and reasonable premiums. Rest assured your claim processing time is a top priority for us and we are working to process claims faster. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Pets best takes incredibly long to process claims.”

Helpful Report

Posted 3 years ago

Hi Katie, thanks for your time and feedback. Make sure to keep an eye on your email, as we send you an Explanation of Benefits via email once your claim has completed processing. Rest assured your claim processing time is a top priority for us and we are working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Claims are processed smoothly but barely covers anything and did not mention the automatic price increase as my dog gets older”

Helpful Report

Posted 3 years ago

Hello Niklas, thank you for reaching out to us regarding your coverage and your premium increase at renewal. When you receive an Explanation of Benefits for a claim from us, if any of the processing went toward your deductible or co-pay, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible and it will tell you why in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible to meet before reimbursing. 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. At your renewal is when we consider your pet to be a year older, so if there is an increase to your premium it usually happens at your renewal. 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 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

Pets Best Insurance Reviews