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

“They don't cover as much as we expected, but I guess a little back is better than nothing. I would not recommend them for a good pet insurance company, sorry to say.”

Helpful Report

Posted 2 years ago

Hi Bruno, thanks for your time and feedback. We regret to hear that you wouldn’t recommend us. 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. 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

“Does not cover what they is included in insurance plan.”

Helpful Report

Posted 2 years ago

Hi Bethany, 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 was 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 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. 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

“Way too long to process a claim. I am considering changing companies.”

Helpful Report

Posted 2 years ago

Hi Kevin, thanks for your time and feedback. We regret to hear that you’re considering changing companies. 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. We hope you have a good day. – PF

Posted 2 years ago

“I had to call 10 times a month My claim was changed from an accident to a wellness claim then from a broken tooth to an epilus even though I had submitted all the records 20 days in I received an email stating that my claim was on pause as they were waiting for records they wanted all past records from every vet she had ever seen they had them within two hours 4 days later still on pause then, in the end, they denied a significant portion saying cleaning is wellness even though the vet specifically stated that is standard procedure before the surgery and it does not incur an additional charge”

Helpful Report

Posted 2 years ago

Hi Jessy, 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. Our BestWellness endorsement is the only endorsement where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for a Teeth Cleaning on their policy, as Teeth Cleanings are a direct exclusion of our Accident and Illness policy. You can find your Declaration Page and Policy Documents under Documents and Forms in your account on our website. If you’d like us to go over your claim and coverage concerns with you, 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

“Disappointed that the coverage does not cover behavioral issues which were diagnosed before the policy was in place. The behavioral issues developed from trauma that occurred before she was adopted which should have been taken into consideration. The submissions were only for those expenses covered after the policy was in place. The appointment with the veterinarian should have been covered under the office visit coverage. It took way too long for the determination of coverage. I did appreciate the email apologizing for the delay, but even that was sent late. Insurance policies are difficult to understand and one has to submit claims to find out what is or isn't covered. The rating may improve over time as the insurance coverage was purchased to cover Summer's health needs over the long term.”

Helpful Report

Posted 2 years ago

Hi Marian, thanks for your time and feedback. We hope Summer is feeling better. 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. 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

“I just had our first claim which was a simple ear infection in my dog. It took over one month for the claim to be completed and another week to receive payment. They said they have up to 42 days to process a claim. Very disappointing.”

Helpful Report

Posted 2 years ago

Hi Amy, 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 was 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. 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 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. 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 amount of money paid every month I feel that it would be more beneficial to start a pet savings account and go with a cheaper insurance like bivvy. Only worth it if your pet has a serious accident. I hate that they take usually over a month for reimbursement. When they don’t have adequate forms they make me reach out to the vet for updates rather than them reaching out directly. Just a lot of hassle for not a lot of reimbursement.”

Helpful Report

Posted 2 years ago

Hi Raeanne, 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. 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 was 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. 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 Declarations Page 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. 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

“Coverage is mediocre at best. Other carriers have better coverage, unfortunately, if I were to change carriers my cats would fall under pre-existing conditions. Submitting a claim is easy, HOWEVER, processing claims TAKES FOREVER. I was told by several customer services reps that this is due to insufficient people to process claims. If you are on a tight budget, be prepared not to receive reimbursement for the full 42 days.”

Helpful Report

Posted 2 years ago

Hi Jason, thank you for your time and feedback. We’re glad you find submitting a claim to be easy. 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, 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

“Claim took over 3 weeks to process!!!!”

Helpful Report

Posted 2 years ago

Hi Jethro, 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. We hope you have a good day. - PF

Posted 2 years ago

“Unfortunately its tough to understand what the policy is and what it covers, my dog got sick and I have the most expensive policy, PetsBest only covered about 5% of the cost. I dont understand the point in why I pay so much a month.”

Helpful Report

Posted 2 years ago

Hi Ralph, 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. 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

“The purpose of insurance is to get the medical treatment that is needed and not break the bank. Twice I had to use the insurance and both times I had to wait so long to get reimbursed that I’ve already recovered from the unexpected expense. As of today I’m still waiting on reimbursement from a few months back. I’m not satisfied with this ‘insurance’ at all. Both of my claims I had to call ask what the hood up is. Then call the vet, get the records myself and attach them to the claim. For one of them I had to start a new claim. Then on that on I had to call and ask about it. They stated that they didn’t have the records, the records I sent. While I was on the phone, the person I was speaking with found them, attached to the the claim I was calling about. This is 2 out of 2 that has got delayed due to not having enough information and unable to get a hold of the vet, yet I call the vet, and while I’m on the phone I get the email with all the information. I’ve never dealt with an insurance company that gave this many excuses and delayed reimbursement this long. To answer the rest of the questions below, communication was phone call and emails. How quickly did you reply? I’ve never received an email back, and when I called, someone answered and spoke with me. Still waiting for the results. The customer service representative was very nice and answered all my questions. Gave me some tips to help speed up the process. That’s the only reason there is 2 stars there. If, I would have been reimbursed a few weeks back, shortly after speaking to her on the phone, I would have giving a better rating. By the end of that conversation, you had all the information that was needed to properly assess and pay reimbursements.”

Helpful Report

Posted 2 years ago

Hi Kenneth, thanks for your time and feedback. We’re glad to hear that the agent you spoke with was very nice, answered all your questions, and gave you tips to help speed up the process. When we receive an Accident and Illness claim, we may need to establish the pet’s medical history, so it is normal for us to request all the pet’s medical records and veterinarian exam notes from all treating veterinarians for at least 12 months prior to the policy start to present. Each pet’s medical history is unique, so sometimes we need to find out when the pet was obtained, and acquire the names of all treating veterinarians to determine if we have all the medical records that exist for the pet during the required time frame. If we don’t receive all the pet’s medical records in a timely manner, we close the claim until we receive the required medical records. Once we receive the required information, we open a new resubmit claim and attach the all invoices from the closed claim(s) to it for processing. Resubmit claims processing time is based off the date we are able to open a new resubmit claim with the required information, as they are processed within 30 days from that date currently. We apologize for any inconvenience and frustration this has caused and thank you for your patience. 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. 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

“So far I’ve submitted 4 claims in the last 8 weeks and only just now have they finally finished processing one of them; the one that says “not covered”. Despite having provided copies of all medical records for my new puppy (with no pre-existing conditions as it is literally a brand new puppy). Should be simple. I keep getting emails telling me they are behind and taking longer than usual to process my claims… I have a different insurance company for my other dog, which has processed 3 claims for my other dog during the same 2 month period. The only reason I decided to try PetsBest for my new puppy instead, was because it supposedly covers a lot more, despite the higher premiums. I’m hoping the better coverage is worth the wait for claims processing, otherwise I’m not impressed.”

Helpful Report

Posted 2 years ago

Hi Christine, 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. 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. 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

“What's the point of having pet insurance when the refund is nothing compared to the vet bill? Lol”

Helpful Report

Posted 2 years ago

Hi Angelina, 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. 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

“Long wait time and confusion for claims”

Helpful Report

Posted 2 years ago

Hi Ashley, 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. If you’d like, we’d be happy to go over your claim 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

“Takes a long time for a claim. For what you pay return on claim to low.”

Helpful Report

Posted 2 years ago

Hi Francis, 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

“It’s insanely expensive as your pet ages. My pet’s insurance is more expensive than mine. That’s ridiculous.”

Helpful Report

Posted 2 years ago

Hi Whitney, 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 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

“I’ve been waiting for a month and half on resolution for a simple claim. Everything is slow.”

Helpful Report

Posted 2 years ago

Hi Katie, 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. We hope you have a good day. - PF

Posted 2 years ago

“I've been very disappointed in the amount of funds I've paid for this policy and the amount that we have been reimbursed for pet wellness and sick puppy health issues. I expected more and we've received less in terms of value for this plan. I to make matters worse, the plan was endorsed by our car and home insurance company.”

Helpful Report

Posted 2 years ago

Hi Jim, 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. 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

“The premiums have gotten so expensive it doesn't make sense to keep my insurance. For my 2 pups a 5yo and a 9yo for a 90/10 with 500.00 deductible have risen to over 1300.00. Also they only apply 90% of your out of pocket expenses toward your deductible so it's really a 550.00 deductible. So annually it costs me 2500.00 before I can collect, I'll just put my money in the bank instead. Claims can take 30-90days to pay and get questioned and delayed a lot.”

Helpful Report

Posted 2 years ago

Hi Ken, thanks for your time and feedback. We regret to hear that you’re thinking about canceling your pet’s policy. 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. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first to 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’s because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. 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, we’d be happy to go over 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

“Claim lags of 57 days and more are not living up to their commitments. Would not buy again, thinking of canceling.”

Helpful Report

Posted 2 years ago

Hi Deniese, thanks for your time and feedback. We regret to hear that you're thinking about 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 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

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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