Pets Best Insurance Reviews

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

4.3 Rating 28,949 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,949 reviews

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

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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“First time we used the insurance was great. Fast refund, cover almost everything. Now from the second time we used it till today has been going down and covering nothing. Forever to get the claim processed. That’s why I am canceling”

Helpful Report

Posted 4 years ago

Hi, we would ask that you elaborate on what you mean by nothing covered. We would have to look at your policy to determine the coverage you enrolled in.

Posted 4 years ago

“after 7 weeks my claims were denied due to no info from vet which you did receive. After speaking to a very condescending rep found out that you wanted additional vet info which i feel i was never asked for. I have given you 250.00 received no coverage at this time. File my claims communicate with me, or refund my money”

Helpful Report

Posted 4 years ago

Hi, coverage is based on the plan you choose. Our records show you selected a lower coverage policy which would explain the low amount in reimbursement. Have a good day!

Posted 4 years ago

“Have not received any reimbursement. It’s been almost 1 month. I questioned why such a wait. I was told that you are very busy. Well I’m busy too but I pay my monthly payments on time. Very disappointed. Again, I’m still waiting for my reimbursement.”

Helpful Report

Posted 5 years ago

Hi, our claims processing time in general for medical claims is 15-30 days. If your claim is delayed past that time is because information required was not received.

Posted 4 years ago

“Things that were supposed to be covered were not covered!”

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Posted 5 years ago

Hi Janelle, we are sorry to hear you had a negative experience. We are happy to go over your benefits to avoid confusion.

Posted 4 years ago

“very disappointed”

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Posted 5 years ago

Hi Jeanelle, we are sorry to hear you are disappointed. We encourage you to elaborate so we can investigate your concerns.

Posted 5 years ago

“Have been waiting for over 25 days for my claim to even be acknowledged billing is terrible I am shopping around for a better insurance”

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Posted 5 years ago

Hi Anissa, we are sorry to hear you had a negative experience with Pets Best.

Posted 5 years ago

“read the fine print before signing up-The price of monthly premium has gone up considerably, no explanation was offered. Service is not the best even considering COVID-19 problem. All other service companies seem to adapt to manpower and customer needs and requests. 5The last two days I've tried to cancel our pet policy because of pet death. I was on hold yesterday for 21 mins finally gave up, today same problem. There web page doesn't give any other way of contact. If answering a phone call is based on claims submitted I mighyt have to wait the 21 days to receive a call back”

Helpful Report

Posted 5 years ago

Hi, our claims processing time in general for medical claims is 15-30 days. If your claim is delayed past that time is because information required was not received. If you disagree with how a claim is processed, you are welcome to file an appeal. Yes, rates increase with time as anything else does. 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.

Posted 4 years ago

“Claims take forever, they do everything they can to not pay out and their customer service has never been great!”

Helpful Report

Posted 5 years ago

Hi, our claims processing time in general for medical claims is 15-30 days. If your claim is delayed past that time is because information required was not received.

Posted 4 years ago

“I switched to Pets Best in March. So far, nothing but disappointment. The online chat is never in operation. Submitting a question takes a month to get a response. I set up the policies the same for both of my dogs but one is not correct. It has been 3 weeks and still hasn't been resolved. I submitted a claim for ear infection medication and it was denied. It is a covered item on the plan. Still no response on that one either. Poor service, poor responsiveness. I expected better.”

Helpful Report

Posted 5 years ago

Hi, that experience sounds frustrating but not accurate. We have a very responsive chat to help you with your issues and concerns. Please be sure you are accessing the correct chat through www.petsbest.com. Have a good day!

Posted 4 years ago

“Very disappointed in the policy. Now we are told we have to have a special ammendment to have any reimbursement. Total waste of money”

Helpful Report

Posted 5 years ago

Hi, can you please elaborate on what you mean by special amendment? If you are referring to the wellness add on then you are correct. Routine care is an add on and if you did not include that to your accident and illness policy when you enrolled you will have to wait until renewal. However, the policy is not a waste of money, you are insuring your pet in case they get hurt or sick during the year. If thats not what you were looking to insure for, you are welcome to cancel the policy and start over.

Posted 4 years ago

“They pay little on claims and charge too much!!!!!”

Helpful Report

Posted 5 years ago

Hi, reimbursement is based on the policy you enrolled in . We have policies that cover a lot, and policies that are less expensive that dont. We recommend reviewing the coverage you selected and reassessing if need be. Have a good day.

Posted 5 years ago

“Takes FOREVER to get paid back for a claim!!!! And IF, and I mean IF you can actually get ahold of anyone at customer service they are so incompetent!! Worst decision ever to go with this company!”

Helpful Report

Posted 5 years ago

Hi Velicia, our customer care team are very good at what they do and are in no way incompetent. If you are unhappy with the claim process, we have ways to speed up the process such as submitting your medical records when you first file a claim. We hope you have a better day.

Posted 5 years ago

“Not impressed with how long it took to process my claim. Customer service was also lackluster. I have paid in for over 2 years without making a claim and thought based on reviews it would be quick but it wasn’t. Wished I would have gone with another company. I called and was put on hold for over 30 minutes. Finally hung up and did “live chat” or text and that wasn’t until 2 hours after I texted them. They were no help. I never could find a email address to write them.”

Helpful Report

Posted 5 years ago

Hi Michelle, our email is customercare@petsbest.com

Posted 5 years ago

“Probably the worst useless insurance purchase.”

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Posted 5 years ago

Hi Sabrina, thank you for your feedback. If you would like to elaborate on your complaint, we may be able to help. Have a good day.

Posted 5 years ago

“I found PetsBest very unfair when reviewing appeals. Completely dissatisfied and feel that I was ripped off by them.”

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Posted 5 years ago

Hi Bill, we are sorry to hear you had a negative experience.

Posted 5 years ago

“Very disappointed with my recent claim submittal. Denial states that portions were not covered because the plan had reached its max for the year- based on previous claims. Well, this was the FIRST CLAIM EVER for this dog. No one available to assist when trying to contact either. Leaves me in the market for a better company. Disappointing since I never had issues with my other dog.”

Helpful Report

Posted 5 years ago

Hi Jamie, 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 the wellness payout limits on our website, your quote form and your policy document. Have a good day.

Posted 5 years ago

“PetsBest pays for absolutely nothing. My dog has a skin rash that she JUST GOT at the park and they refused to cover any of her medical costs associated with this illness. They claimed that it was a "preexisting condition." Unless "having skin" is a preexisting condition, I have no idea what they're talking about. Also, I waiting on hold with their machine for about 2 hours to talk to someone who was not helpful. Do yourself a favor, don't pay this shitty company.”

Helpful Report

Posted 5 years ago

Hi, claims are processed with medical records from your vet. If you disagree with the information provided, we recommend you speak to your vet to discuss their findings. You can file an appeal with supporting documents. Have a good day.

Posted 5 years ago

“I rescued a breeder dog from a backyard breeder in MO in April I called about insurance the day I got her I told the sale person on the phone I was assuming she would have many issues after seeing how she lived when I finally got her to go in the car she was assessed given all her shots put on presentation flea and heartworm which you only reembursed 65 dollars WTF she is a 200 lb dog and then you refused to honor her hernia surgery as a preexisting condition REALLY !!! I asked before I got insurance since I didn’t know anything about her care if surgery would be covered “oh yes we will cover surgeries or emergencies” LIARS she didn’t have preexisting issues because I just got her I will cancel my policy and inform the 3 veterinary offices that I work with not to recommend you I hope you go out of business I will also be complaining to the BBB”

Helpful Report

Posted 5 years ago

Hi, any condition that is present prior to enrollment is pre-existing to any insurance company, whether the dog was a rescue or not. We process your claims with veterinarian records. Your vet can tell us when the condition started. Have a good day.

Posted 5 years ago

“If my pet wasn’t 11 years old, I would switch insurance companies in a heartbeat!! They raise your rates about $300 a year (in now at $1500 a year) and their customer service continues to deteriorate! Wait time for processing a claim is 1-2 months! Call and you are put on hold for an hour. They deny everything, even when it should be covered! STEER CLEAR!!!”

Helpful Report

Posted 5 years ago

If your rates are climbing, it means your pet is entering an area of greater health risk. Even if you haven’t had any claims, your pet's future odds of needing medical care are going up with each passing year, as are the chances the claims will be more expensive. For some ages, the risk jumps dramatically, which means the premium must jump more dramatically. Pets moving from age 4 to age 5 for instance, is a common jump where health risk raises dramatically. At the end of the day, pet insurance premiums reflect nothing more than the risk inherent in our pets. We have options for you. Let us know if you are interested. Claims can take 1-25 days to process depending on the claim.

Posted 5 years ago

“Horrible claims processing. My cat had an accident on 7/4, I submitted everything on 7/5 and additional RX receipts on 7/15. They just processed the 2nd (smaller bill) yesterday-over a month! Wish I would have stayed with my previous carrier.”

Helpful Report

Posted 5 years ago

Hi Nannette, we are sorry to hear you had a negative experience. Claims are processed based on completeness of information. If information is missing, we cant process a claim. However, we keep you updated on every step of the claim. Have a good day.

Posted 5 years ago

Pets Best Insurance is rated 4.3 based on 28,949 reviews