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

“Takes too long to do a claim and refund as needed.”

Posted 2 years ago

Hi Toye, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. When we send out an Explanation of Benefits, if it shows a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Took forever to process my claims, submitted them 3 times now. Not very clear on what's missing and do a pretty bad job with communications where user has to follow up multiple times.”

Helpful Report

Posted 2 years ago

Hi Sejal, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have cause and thank you for your patience. If you’d like, we’d be happy to go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“It's hard to review because, everything I submit they claim is not covered. What they do review I can't comment on that either since it's been in review for over 3 month and the only response I get is ( sorry it's taking longer than usual response time) waiting for 5 to 6 thousand dollars in bills under review. But my monthly payment is always taken. 🤷‍♂️”

Helpful Report

Posted 2 years ago

Hi Pablo, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. Please keep and eye on you emails as we’ll send you an Explanation of Benefits once the claim has completed processing. We apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a good day. - PF

Posted 2 years ago

“This has been a truly horrible experience. I filed one claim for the same event. You separated it into two claims. Denied them both. I appealed them both (which should have been one) without ever reaching out to me for additional information. When I asked to speak to the claims department I was told there was no way to reach anyone in that department. One appeal has been approved. I have been given no update in the other. I have no idea if it’s even being looked into because the app never update my claims when they were appealed. This is a really terrible way to treat a customer of seven years. I’d like someone from management to reach out to me.”

Helpful Report

Posted 2 years ago

Hi Amanda, thanks for your time and feedback. We called and left you a voice message today. If you have any further questions or concerns, we’d be happy to go them with you. However, for your security, we are unable to go over specific information here. Hence, you’ll need to contact us either by phone or by chat, so we can verify your information on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. 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 2 years ago

“Disappointed with their underwriting despite how much I pay for their services”

Helpful Report

Posted 2 years ago

Hi Candace, thanks for your time and feedback. We’re glad you've contacted Customer Care and brought your claim processing concerns to our attention, so we can review your claim. Please keep an eye on your voicemails and emails, as you’ll receive a notification from us once the review is complete. Claim reviews are processed within 30 days currently. We apologize for the inconvenience this may cause and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“I've been insured with Petsbest since 2020. I haven't had to submit a claim until 2023, and they're denying my claims on the basis my dogs symptoms have been exhibited before my policy started. Thats impossible, as in the last 3 years of being insured my dog has been in perfect health. Now I need to utilize this insurance I pay for, and they still haven't fixed the issue. I will not be recommending to my friends and aquaintences who ask for pet insurace recommendations.”

Helpful Report

Posted 2 years ago

Hi Maria, thanks for your time and feedback. We regret to hear that you won’t recommend us to your friends and family. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claims. We are glad you contacted Customer Care and brought it to our attention so we could review your claim processing concerns. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. Please keep an eye on your emails as you’ll receive a notification or an Explanation of Benefits from us once the review is complete. We apologize for the inconvenience this may have caused and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“One of the worst pet health insurance that we used.”

Helpful Report

Posted 2 years ago

Hi Sanjay, thanks for your time and feedback. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“I was charged $141.00 and only reimbursed $30 my dog received 6 shots and they only paid for one. I’ve been a consistent and loyal customer for over two years and this is my first claim. I expected Pets Best to do better by me and my fur baby.”

Helpful Report

Posted 2 years ago

Hi Bennett, 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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 your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claim and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Not happy that they did not cover the last 2 claims I submitted. The reason stated is that I already submitted a similar claim in the past 18 months. That’s why I have insurance!!!!!! Thinking about finding a new company!”

Helpful Report

Posted 2 years ago

Hi Leslie, thanks for your time and feedback. We regret to hear that you’re thinking about finding a new company for your pet’s insurance. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“I’ve had this insurance for about 5 years now. The price keeps going up and they do not cover anything. I have the premium plan and my dog needed a mass removed from his face. Non cosmetic , it was causing him irritation when eating. They didn’t cover a penny of anything. They continue to raise their prices , originally I was paying $50 a month and now it’s over 70$ per dog. You would be better off burning a $100 bill once a month than getting pet insurance from this company.”

Helpful Report

Posted 2 years ago

Hi Matthew, thanks for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be 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. As pets age, their odds of needing medical care increases, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. You can review the options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your Declarations Page and Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“The worst company to take care our pets and the clients I don’t recommend to get this insurance I will cancel immediately”

Helpful Report

Posted 2 years ago

Hi Juan, thanks for your time and feedback. We regret to hear that you intend to cancel your pet’s policy. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Pets*worst* insurance. Do not waste your time or $$$. Go to nationwide. I’ve been paying my monthly dues for years and finally my pet had some health issues and it’s like pulling teeth to get this company to even respond. Paid my deductible and then the claims start taking months and it’s of course incorrect so I have to call and try to fix. Save your time and money and either set up a pet health savings account or go to a different company. This is the biggest scam of all time.”

Helpful Report

Posted 2 years ago

Hi Christy, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your Declarations Page and Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Pay more than it covered, took almost 3 weeks for them to say they aren't covering anything.”

Helpful Report

Posted 2 years ago

Hi Ryan, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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 your Declarations Page, Policy Information, and Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Never pay for any claims”

Helpful Report

Posted 2 years ago

Hi Andres, thanks for your time and feedback. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Denied claim without any valid reason”

Helpful Report

Posted 2 years ago

Hi Gabriela, thanks for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the 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, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Each year my rate is raised by quite a bit. I'm now paying over $120 and that only covers emergency services, no emergency examinations, no emergency medications. Not to mention a $100 deductible and a "co-pay". I should have just put $120 into a savings account each month. I would have gotten far more value for my dollar.”

Helpful Report

Posted 2 years ago

Hi Corinne, thank you for your time and feedback. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be 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. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. You can review the options to reduce your premium by logging into your account on our website and going to the Benefits button under your pet’s name. If you’d like, we’d be happy to go over your coverage concerns and the options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Takes forever to put a claim through. They scrutinize you and review your claim as if your trying to cheat them. They do everything in their power not to pay on claim.”

Helpful Report

Posted 2 years ago

Hi Kenneth, thanks 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 co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Once again did not offer me any reimbursement of my expenses”

Helpful Report

Posted 2 years ago

Hi Eric, thanks for your time and feedback. If you’d like, we’d be happy to go over your claims and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“The first individual I dealt with at your office , left a very sour taste in my mouth . He was unprofessional,not respectful, no help whatsoever, was not concerned about my hearing impairment. Our conversation ended on a sour note . I had hoped to get guidance as to what I needed to do , he was more Robotic than helpful , instead I had to figure things out for myself . I will review all aspects of my encounter with your Insurance company. Billy W Thompson”

Helpful Report

Posted 2 years ago

Hi Billy, thanks for sharing your thoughts, as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We appreciate your time and feedback, as it helps us in working toward improving our customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“Wellness claims seem to be processed within a reasonable time but insurance claims seem to take way longer than I thought it would take when I enrolled in Pets Best. When asked if the claim could be expedited I'm told it has to be 45 days before they can even submit a request to expedite the claim. If a customer calls to express that they are unhappy and considering canceling their policy one would think you would want to expedite or flag my request. That has not shown to be true.”

Helpful Report

Posted 2 years ago

Hi John, thanks for your time and feedback. We regret to hear that you’re unhappy and you’re considering canceling your pet’s policy. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 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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