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

“Extremely slow, expect delays on processing claims. I'm dont recall standard 60 days wait time when I enrolled Pets Best Health Insurance.”

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Posted 5 years ago

Hi Kimberly, our processing time is not 60 days, its 1-29 depending on what the claim is for. Claim delays are caused by incomplete filing or if the vet has not provided the medical records requested. We are happy to look into your case and why its taking your claim 60 days to process. Give us a call so we can further investigate. Have a good day.

Posted 5 years ago

“Too expensive for the little you get back on legitimate claims Would not recommend, can't change because of priors! Dave Owens/ Caleigh & Chelsea”

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Posted 5 years ago

Hi Dave, thanks for the review. You are reimbursed for the plan you selected. If you want higher coverage, give us a call.

Posted 5 years ago

“Unbelievably slow in processing claims. When I spoke with a representative I was given the runaround and assured it wouldn’t happen again, and yet it has with every claim since. Would not recommend.”

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Posted 5 years ago

Hi Casey, We understand your frustration regarding the delay recently experienced in claims. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. Have a good day.

Posted 5 years ago

“Inconsistent payment outcomes for the same pet service on the same day on the same policy. Frustration trying to get reimbursement for one of the two.”

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Posted 5 years ago

Hi Laura, thank you for your review. We are not sure what you mean. Please contact us directly so we can review your concern.

Posted 5 years ago

“I can only compare Pets Best to my experience with Healthy Paws, which has been my other dog's insurance provider for the past 8 years. It takes Pets Best 5x longer to process my claims. Further, my reimbursement is paid via check, instead of direct deposit, adding to the excruciatingly long wait to get paid. There are more policy exclusions with Pets Best, some of which appear to be mis-categorized (i.e. an ear infection treatment was labeled as dental-related and denied coverage). The co-pay is required for expenses paid before hitting my deductible—something completely unheard of in any other insurance policy I've ever had. I brought this to the attention of the close-knit Greater Swiss Mountain Dog community, and they were equally shocked by the policy. I got a vet bill in which both my dog's exam fees were complimentary, and additional treatments were 15% off. Pets Best interpreted all discounts as corresponding to the dog they cover (even though the itemized bill reflected which dog had received which treatment), and didn't apply ANY fees towards my deductible.”

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Posted 5 years ago

Hi Patricia, thank you for your review. We are secondary to any other insurance company. You will need to provide all of Healthy Paws explanation of benefits before we can process any other claims. Have a nice day.

Posted 5 years ago

“If I could rate less than one star, I would! I’ve been a customer for over ten years. The ONLY reason I have stayed is because if you switch companies, everything your pet has been treated for is preexisting and not covered. I have had two dogs covered. Most of the time, they will decline claims that should be covered. They then make you get a letter from your vet along with all records....for me that often meant 100+ pages of records and the bother to my vet of having to write a letter. As a result, my vet office never recommends Pets Best! They then take another 60 days to review the claim you waited over a month, initially, for them to process. Additionally, for the past 6+ months, they claim to be understaffed and take more than 60 days to process any claim you submit. The customer service is horrendous! I would not recommend that you purchase a policy with this company!”

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Posted 5 years ago

Hi Jerilynn, we are sorry you've had a negative experience and thank you for your feedback.

Posted 5 years ago

“Pet's Best has been insuring my pets since 2012. Up until a year or so ago, their turnaround time from claim submission to payment was extremely fast, many times within 7 days. While I realize that more people are using pet insurance, the turnaround time has increased dramatically; I often wait close to a month after I submit a claim to receive and EOB and payment. This was long before the COVID-19 pandemic, so please don't use this as an excuse for the very long delay in processing claims. It's very obvious to me, as a long-time customer of Pet's Best, that this company has not increased staff in proportion to the increase of customers. I realize that if you hire more people to process claims, your profits may decrease, but it's absolutely unacceptable to wait close to a month (or in some cases, longer) to receive payment for a claim. If I could choose another pet insurance provider, I definitely would.”

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Posted 5 years ago

Claim processing time changes daily based on the claim influx received. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. Have a good day.

Posted 5 years ago

“Terrible customer service, late paying for treatment, not honoring pre authorisation.”

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Posted 5 years ago

Hi Amanda, thank you for you feedback. Pre-authorizations give you an idea of how the claim will be processes. However, it doesn't guarantee your claim will be processed before the other claims in queue. Our records show your claim was processed in your favor. Let us know if you have other questions.

Posted 5 years ago

“I have been denied coverage on 2 previous claims. Defeats the purpose of having insurance. This one, they kicked back after almost 4 WEEKS saying it lacked a date for treatment. The date was on the top of each page. Resubmitted. Then they refused to pay 2 line items because it was "illegible". Instead of kicking it back for another re-submission, they processed/closed the claim. So now I have to start ALL over and likely have to argue this is NOT a new claim, but a revision to the original. Very disappointing!!!!!!”

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Posted 5 years ago

Hi Phillip, your claim was denied as you do not have dental coverage with the policy you selected. The most recent claim was processed and paid in your favor. Let us know if you have other questions or concerns.

Posted 5 years ago

“their reimbursement this year was awful”

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Posted 5 years ago

Hi Divina, your claim was processed in 16 days. Yes, this is longer than our usual reimbursement time. However, we are currently at 25-29 days for wellness claims. Thank you for your feedback.

Posted 5 years ago

“My dog recently went in for a dental cleaning, and had to have some teeth removed. I purchased the best wellness plan Pets Best offers, but the teeth removal was not covered because it is related to periodontal disease. I called my vet to verify this was the case, they agreed and asked why I was inquiring. When I told them my insurance wasn't covering the extractions, they were very surprised and said a wellness plan is specifically for these aging related expenses. I will be shopping for coverage for all three of my dogs elsewhere.”

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Posted 5 years ago

Hi Kali, thank you for your review. The reason the claim was denied is because there are no records showing your pet had a dental cleaning under anesthesia within 13 months prior to the diagnosis of dental disease. Per your policy, this voids the dental disease coverage. If this is not correct, and there are records showing your pet had a dental cleaning done under anesthesia, please submit this information for reprocessing.

Posted 5 years ago

“Takes too long to pay claims before covid 19.”

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Posted 5 years ago

Hi Unika, we understand your concern regarding claims. We experienced unexpected growth and are currently in the process of expanding our resources to be able to reduce claims turnaround time. We appreciate your patience.

Posted 5 years ago

“made 2 claims. took forever and denied both.”

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Posted 5 years ago

Hi Sarah, your claim was for a condition that started before your coverage was in effect. Pre-existing conditions are excluded by all pet insurance companies.

Posted 5 years ago

“First off, my claim took a little over a month to process, but besides that, my claim was for heart worm and flea/tick prevention, which is supposed to be refundable with no deductible but I didn’t see any of that reimbursement. What’s the point in having insurance if I still have to pay all of it??? Worst customer service I’ve ever had and will certainly not be recommending any friends or family to Pets Best.”

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Posted 5 years ago

Hi Hanna, you were reimbursed per your wellness limits. Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits. You can review these benefits by following this link https://www.petsbest.com/routine-care.

Posted 5 years ago

“The claims took too long to process and only 10 percent of my vet bill was covered. I’m cancelling the service.”

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Posted 5 years ago

HI Ashirea, your claim was covered per wellness benefit limits, which are not reimbursed at 90%. You can review the benefit on your policy documents or our website. We are sorry to hear you cancelled your policy and wish you the best.

Posted 5 years ago

“We have had all our pets insured with Pets Best for over 20 years. Initially the cost was reasonable. However, since our cat has turned 10 years it seems the cost increases each year by quiet a bit. In the beginning the claim process was smooth and quick also. This has changed in the last 2 years. Most times we are told the normal 5-10 day processing time is extended due to high volume of claims and not enough staff. This isn't a new thing or due to COVID-19, it is the norm for Pets Best. If you need more staff to handle the amount of claims then hire people. Since our cat is almost 15 years old and has pre existing conditions it is not feasible for us to change insurance companies but we will never add another pet to Pets Best insurance.”

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Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“They don't pay on what they say they will and they promised to pay in one week and explain taking 8 weeks to get reimbursed...”

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Posted 5 years ago

Hi Jonathan, thank you for your feedback. We are averaging 25 days currently. Wellness is reimbursed based on set limits, per year, per item which is clearly outlined in your quote prior to enrollment and your policy documents once you enroll which are emailed for review. This information is also on our website which you can review by clicking on this link. https://www.petsbest.com/routine-care Have a good day.

Posted 5 years ago

“My dog had an event (bone broke up in stomach) After vomiting all night, She was brought in to vet for emergency treatment. After two days of treatments to avoind stomach surgery, she was able to pass the bone. It is still uncertain if there was internal damage. Four claims later and the total insurance paid was $37???”

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Posted 5 years ago

Hi Dennis, we are happy to hear your claimed event was eligible for coverage. You enrolled with an annual deductible for $500 for this policy. Therefore, you must meet $500 a year in vet bills for injury and illness before you can receive reimbursement. Your policy term is 12 months from enrollment, which will reset the deductible at renewal time. We hope your pet is doing well.

Posted 5 years ago

“Poor service. I've only filed claims twice and both times they were processed in an unreasonably long amount of time. Premium is too high to be reimbursed so low - being punished for taking good care of a happy and healthy pet.”

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Posted 5 years ago

Hi Simon, thank you for your feedback. We offer a lot of options to find a plan that will fit your budget. If you would like an inexpensive policy, you may downgrade at any time. Remember that lower coverage means you pay the majority of the bill out of pocket. Your claims were both processed in your favor but we see you have cancelled your policy. We wish you the best.

Posted 5 years ago

“My claim took over a month to process. This is unacceptable”

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Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. You will be happy to know all your claims were processed and reimbursed in your favor.

Posted 5 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

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