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

“it use to take about a week to receive payments and now I just submitted a claim on April 18th which will not even begin review until may 15th and could take through the 28th of May to be reviewed. That is an unnecessary amount of time to wait. A month and a half? In the past I recommended Pets Best to a lot of new dog owners. Now I caution them to check around first. Coverage is okay but the wait is not.”

Helpful Report

Posted 3 years ago

Hi Sherrie, thanks for your time and feedback. Rest assured, your claims’ 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 40 days currently. Make sure to keep an eye on your emails as we’ll send you the 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

“One of my dog's claims are always denied”

Helpful Report

Posted 3 years ago

Hi Hilary, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. We’d be happy to go over your claims processing 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Well, this last claim seems to be better handled although I'm concerned you're not going to pay for the $75 I had to pay for ASPCA emergency call. The way you pay for wellness sucks and may have to cancel that part. Based on what you pay I'm better off not having the coverage. and then you didn't pay anything for the first claim because it was a day early. The dog was pissing out her ass and you couldn't make an exception, so I had to pay $196. So basically I'm not happy@@”

Helpful Report

Posted 3 years ago

Hi Bruce, thanks for your time and feedback. Rest assured, your claims’ 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 40 days and wellness claims within 20 days currently. 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. Regarding your first claim, unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Policyholders can change or remove their wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your claims processing 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I mailed a bill for payment, a long time ago, 3-4 weeks ago you said you were processing my pymt. and I would have it shortly, well nothing yet”

Helpful Report

Posted 3 years ago

Hi Kenneth, thanks for your time and feedback. Rest assured, your claims’ 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 40 days and wellness claims within 20 days currently. 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’ll send you the 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

“Going from being a great insurance to horrible. Pets best covered my dogs enzymes which are rx. That she has to have on her food or she will die from EPI. They refuse to cover it now and say it’s a supplement. Then there’s another autoimmune disease that my dog has that make her lips split and go raw. Only meds were covered once and are rx also. But stating it won’t be covered next time ? Oh be been with pets best for over 6 years now. I wish I could switch . Shame on you”

Helpful Report

Posted 3 years ago

Hi Candais, thank you for sharing your thoughts as they are important to us. We appreciate your taking time out of your busy day to speak with us today. If you ever have any questions or concerns regarding your claim processing, please don’t hesitate to reach out to us. 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I don’t feel I’m getting the full value of paying $50 a month. The team doesn’t even do their due diligence to read the vet bill appropriately and code it as something that wouldn’t require a reimbursement. It makes me not trust you all.”

Helpful Report

Posted 3 years ago

Hi Baylie, thank you for your time and feedback. 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 claim processing concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. Claim reviews are processed in the order they are received. On average, claim reviews are processed within 30 business days. 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 had been paying for the Best Wellness package but when it was time to be reimbursed for my dogs neutering I was shocked to find out neutering was no longer covered in the package I specifically had chosen for the the procedure to be covered. I was very disappointed to learn I had been paying such a high premium for no reason.”

Helpful Report

Posted 3 years ago

Hi Linsay, thank you for reaching out to us. Our BestWellness endorsement is the only place where we offer benefit for a pet’s Spay, Neutering, or Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Spay, Neutering, or Teeth Cleaning on their policy. 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 Declaration Page and Wellness Schedule under Documents and Forms in your account on our website. Policyholders can change or remove their wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your coverage 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I was frustrated having to provide numerous documents that was provided by Emergency Hospital. I would have preferred a phone call explaining specific issues.”

Helpful Report

Posted 3 years ago

Hi Gloria, thank you for reaching out to us. We just left you a voice message. Please contact our Customer Care Team at your earliest convenience by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking 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 apologize for any inconvenience or frustration this may have caused. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I would not recommend Pets Best to anyone looking for insurance for their pets. They take a long time reviewing, they’ve approved and reimbursed NOTHING but $65 since I initiated service with them five months ago. I prepaid for a year & have spent several thousand dollars on my puppy that PB has not covered for any number of reasons that make no sense. Their customer service is nice but thoroughly unhelpful. They do not cover wellness as they state, even with their top wellness plan. They pick and choose what vaccines they’ll approve or deny without rhyme or reason (even when those vaccines are LISTED in their list of approved vaccines). They deny illnesses & medicines as preexisting when they’re not, to force you to appeal. Their appeal process is needlessly long and tedious; and yet appeals will still be denied. I honestly regret not listening to my Vets office when they suggested I sign up with Trupanion. With the amount of money I’ve shelled out to Pets Best & my vets office, I could have purchased several years of Trupanion insurance. Please do your do diligence with this company before signing up or you’ll be throwing your money out the window.”

Helpful Report

Posted 3 years ago

Hello Christina, thank you for your time and feedback. We’re sad to hear you wouldn’t recommend us to anyone looking for insurance for their pets. 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 40 days and wellness claims within 20 days currently. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your 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, we do require that the Policyholder submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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’d be happy to go over your claims processing 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Not very happy with the service. It takes longer than estimated to get reimbursed and the review of charges and application towards your deductible is pretty sketchy. I can pay $200 for a vet service and only have $18 applied towards my deductible, and surprisingly, never come close to reaching my deductible even at the end of the year.”

Helpful Report

Posted 3 years ago

Hello Danielle, thank you 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 40 days and wellness claims within 20 days currently. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, then minus the Deductible, up to the Annual Limit of the policy. What this means is that on an eligible claim, we apply the Co-Insurance percentage first on all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible in the policy year. Keep in mind all Accident and Illness policies have a co-pay and deductible selected by the Policyholder that must be met 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. Also, keep in mind that our policies refresh on the policy year (anniversary date), not the calendar year. 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“They seem to be a good idea for pet owners but you only save money for large vet bills.”

Helpful Report

Posted 3 years ago

Hello Bill, thank you for your time and feedback. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the deductible or co-pay, that means the 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 show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a co-pay and deductible selected by the Policyholder that must be met 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. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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’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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“This company goes out of they're way to deny claims. Go for another company”

Helpful Report

Posted 3 years ago

Hello Charlie, thank you 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 40 days and wellness claims within 20 days currently. We’d 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It was a good deal, but now they take 30-60 days to process claims, and my premiums have quadrupled. I would not recommend this insurance, and I plan to cancel.”

Helpful Report

Posted 3 years ago

Hi Kim, thank you for reaching out to us. We are sad to hear that you plan to cancel your pet’s policy. 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 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 40 days currently. We’d be happy to go over your coverage and options to reduce your premium 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“The amount of time it takes to process a claim is absurdly long. And the policy of closing and reopening claims just because you guys have sat on them for over a month, is asinine.”

Helpful Report

Posted 3 years ago

Hi Megan, 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 40 days currently. If we close a claim due to a lack of information or medical records, when we receive the information or medical records we require, we reopen it as a resubmit claim and process the resubmit claim. 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

“Not great, I’m sure there’s better ones out there. It’s expensive for what it actually is.”

Helpful Report

Posted 3 years ago

Hello Somaly, thank you for reaching out to us. We’d be happy to go over your premium and coverage 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“They take forever to process claims.”

Helpful Report

Posted 3 years ago

Hello Tatyana, thank you 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 40 days and wellness claims within 20 days currently. 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. We hope you have a great rest of your day. - PF

Posted 3 years ago

“Takes almost 3 weeks to hear back from a claim. Wellness visit covered 1/3 of the claim. Unhappy.”

Helpful Report

Posted 3 years ago

Hello Kyla, thank you 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 40 days and wellness claims within 20 days currently. 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. 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 under Documents and Forms in your account on our website. 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 apologize for any inconvenience or confusion this may have caused. We hope you have a great rest of your day. - PF

Posted 3 years ago

“Still waiting for reimbursement of ER visit from 2 months ago”

Helpful Report

Posted 3 years ago

Hi Shirley, 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 40 days currently. Make sure to keep an eye on your emails as we’ll 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. We hope you have a great rest of your day. – PF

Posted 3 years ago

“I changed from Embrace at the end of 2021 because they raised their monthly premium. Then in 2022, after having my policy only a few months, you raised my rate by over $30 per month. I submitted my claim for annual check-up and vaccines only to discover you would only cover about 50%-Embrace always covered the full charge. So disappointed and will be canceling my policy. Will be warning my friends away from your insurance as well.”

Helpful Report

Posted 3 years ago

Hello Sandra, thank you for reaching out to us. We are sad to hear you will be canceling your pet’s policy. 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. 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 under Documents and Forms in your account on our website. 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. Policyholders can change or remove their wellness endorsement within 30 days prior to their renewal for the effective date of their renewal buy logging into their account on our website and clicking on the Benefits Button underneath their pet’s picture, or by contacting Customer Care. We’d be happy to go over your coverage and options 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 speaking 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 if we can be of assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Terrible customer service! Took over 6 weeks to have my claim processed.”

Helpful Report

Posted 3 years ago

Hi Amanda, thanks for your time and feedback. We apologize that you’re not happy with our customer service. Rest assured, 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 40 days and wellness claims within 20 days currently. 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. We hope you have a great 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 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

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