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

“Pets Best (WORST) takes far too long to process claims and reimburse funds. Before Aug. 2019, claims were processed in 3-7 days. Now take 30-40 days. UNACCEPTABLE.”

Helpful Report

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. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“Very long processing times. You advertise short claims processing time but cannot maintain that standard. Disappointing !”

Helpful Report

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. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“30 days to pay a claim is unsatisfactory. Will not recommend you to anyone anymore.”

Helpful Report

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. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“I have been with this company for some years now. Claimed used to be handled within a week of submitting, yet now they take more than 6 weeks to "process". In the meantime, there is no hesitation in taking my money every month. Pets Best, maybe you should think about the interest being accrued on your customers credit cards, while we have to wait for reimbursement. Can I submit a claim for that?!”

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Posted 5 years ago

Hi Nadine, 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. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“Unfriendly claim policy. Been a client for a while and basic claims such as vaccinations, checkups etc have never been claimed as per expectations. We pay $65 per month and have never got value for our money. Will discontinue it ASAP and go ahead with Nationwide. Not recommended for caring pet parents or lovers.”

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Posted 5 years ago

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.

Posted 5 years ago

“Takes way to long to processes claims.”

Helpful Report

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. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“I submit a bill for $406.80 & receive a check for $112.08 after paying over $1,200 a yr. for this insurance. This is so wrong! I'm very disappointed!”

Helpful Report

Posted 5 years ago

Hi Elaine, you selected a $250 deductible in addition to the 10% copay met on all vet bills. $406.80 x 10% - $250 = $116.12 We dont cover waste fees so thats $4.50 leaving your total reimbursement at $112.08. You have met your deductible for the year. Let us know if you have other questions.

Posted 5 years ago

“My first payable claim in over 4 years, that only covered less than half of my dog's laceration vet bill, took this company over 5 weeks to reimburse. I am a writing agent for PetsBest as well.”

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Posted 5 years ago

Hi Ryan, the claim processed at the percentage you selected when you enrolled. Additionally, the policy you selected is the most basic coverage we offer. A lot of the vet bill was not covered with your current plan. We are happy to go over the claim in detail if you would like. Please give us a call.

Posted 5 years ago

“I took my dog for a scheduled well visit. He was having no signs or symptoms and we wouldn't have even taken him, if we didn't have "insurance". The vet performed the preventative/wellness services that are covered by our plan. For that, we should have been reimbursed $50. He was found to have gunk in his ear, for which he was given an ear-cleaner. This was classified as an illness visit, and the claim was used toward his deductible. I'd understand classifying a follow-up as illness, but he went for wellness. This is classic bait-and-switch. Such deceptive practices make me want to cancel my policy and tell all of facebook, twitter and reddit that PetsBest will gladly take premium money, but not pay out on regular customary claims.”

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Posted 5 years ago

Hi Amy, a wellness visit doesnt find an illness. If an illness is found during a wellness visit, it becomes an illness visit. Therefore, not covered by the wellness plan. Have a good day.

Posted 5 years ago

“I've had Pets Best Ins since 2012. My latest claim took 3 months to complete. My initial claim was rejected due to an invalid reason so I had submit an appeal while doing the underwriter's job of collecting additional information from the Vet. The medical records were never requested during the first review. I won't be renewing my policy.”

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Posted 5 years ago

Hi Jenny, claim processing time changes daily based on the claim influx received. We have experienced unexpected growth and are diligently working at processing claims quicker. We are sorry you wont renew your policy and wish you the best.

Posted 5 years ago

“I almost never get reimbursed!”

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Posted 5 years ago

Hi Sandra, our records show your claim was processed and reimbursed in your favor. Please contact us if there is some confusion.

Posted 5 years ago

“i submitted 2 claims. one on 12/10 and one on 12/14. 12/14 is our high dollar claim from emergency vet which was $700. i have been calling and requesting status updates. today i learned that they think the 12/10 claim was "duplicated" for some reason which i know for sure is not true because of the scanner information that had the documents from the emergency vet saved on my phone. processing times are now 30-40 days. i submitted the claim originally on 12/14 and now on 1/13 i must wait another 30-40 days... very disappointing.”

Helpful Report

Posted 5 years ago

Hi Max, we apologize about 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. At this time claims may take up to 30-60 days to process as we may need medical records. We appreciate your patience.

Posted 5 years ago

“Very dissatisfied. We have been a customer for some time always paying our premiums promptly and the claims take forever to get paid! The premium increases significantly each year to an unreasonable amount! The customer service is not good. The representatives are incompetent and rude!”

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Posted 5 years ago

Hi Wendy, we are sorry you had a negative experience. 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. Contact us if you would like to go over options for a lower rate.

Posted 5 years ago

“I have had Pets Best insurance for three months and I see no value yet. I have submitted three claims, two of which still have not been processed after several months. The other claim was denied, understandably so, but the amount listed for the procedure on my receipt is higher than the amount Pets Best even considered reimbursing. My entire experience so far has lead me to determine that for what I pay in premiums per month plus the fact that I’m still waiting for my claims to be processed and am potentially going to be told that they either won’t reimburse at all or reimburse for a lesser rate than the cost means that it would have been cheaper for me to just pay for my pet out of pocket. Save your money and your time.”

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Posted 5 years ago

Hi Ashley, we understand your concern. We are experiencing high claim volumes and unexpected company growth. We are working on getting back up to speed on our claim processing. In regards to claims, we show your claim was processed and reimbursed in your favor. If you have questions, please let us know.

Posted 5 years ago

“They do everything in their power to not help you. Even with my vet verifying multiple times that they had all the information for my claim, Pets Best tried denying my claim by looking it to another claim I made months earlier for a separate issue and said they were the same. Currently, the vets administrators are going after Pets Best on my behalf. You'd be better off getting no insurance for your pet. Go look into trupanion, ASPCA, our Nationwide.”

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Posted 5 years ago

Hi Christian, without complete medical records claims cannot be processed. We received medical records but they were not complete. You may submit the missing information for processing. We are sorry to see you go and wish you the best.

Posted 5 years ago

“The process takes so long especially when I provide a detailed invoice of the problem and yo still have to check with the vet. I also called the vet and you wait so long to call them for the information. Also, I'm very surprised that I didn't reach my deductible (2019) in December yet. According to the explanation of benefits, I didn't get paid because I haven't reach it yet.”

Helpful Report

Posted 5 years ago

Hi Tom, 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. At this time claims may take up to 30-60 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“I’ve had pets best insurance for 5 years now but the past 2 years have been terrible with the claims process. When I first insured my dog and would submit a claim I once got my money back same week. Now I just had to wait 33 days to get my claim processed. What a joke. Some people aren’t are as fortunate to have a large chunk of money missing from their bank account for a whole month while you hold their claim. I have to submit a claim with insurance for my dogs medication every 60 days. Definitely will not be renewing his policy when the time comes around”

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Posted 5 years ago

Hi Anthony, we understand your concern. Claim processing time changes daily based on the claim influx received. We are sorry to hear you are cancelling your policy and wish you the best.

Posted 5 years ago

“I did not spend weeks comparing pet insurance but liked what I read. I made a big mistake. I submitted a claim per instructions but nothing was covered and had a high deduction. I'll never use Pets Best Pet Health Insurance again and will warn my friends to look else where.”

Helpful Report

Posted 5 years ago

Hi Harry, your claim was covered. We reimbursed for the illness claims submitted. We will have an agent contact you to clarify any concerns. Have a good day.

Posted 5 years ago

“SCAM. DO NOT BUY. I adopted my dog back in May 2019. I decided to get her insurance because she is pretty old. When I brought her to the vet, they told me she had periodontal disease. I thought, "Thank god I bought that insurance!" I submitted my claim, and after over 8 weeks of it being in the "waiting on vet info" stage, I contacted them to see what the problem was. They told me they were waiting on previous vet history from her and asked if she ever went to another vet. I told them no because I had just adopted her. They said okay, we'll make that note and continue processing the claim! They never once contacted me about this. I had to go out of my own way to contact them and ask what the issue was. First strike! Well, now it's January 2nd 2020. I received an email from them saying my claim was processed and how much I was to be refunded. Awesome! Just kidding, they sent me an additional email right after that telling me that I was not going to be refunded for anything because it was "a pre-existing condition." Well, I adopted her and the vets she saw previously didn't see that. I had NO idea she had periodontal disease - how could I?! I went to MY vet, and they told me. So why should I not be refunded just because I didn't know it was a pre-existing condition when I adopted her because she had no vet history? Absolutely RIDICULOUS. A SCAM! Do not buy this. I spent over $900 on the insurance last year, and to not be refunded my $500 bill? S-C-A-M. I am a hardworking 24 yo making a little more than minimum wage and paying for everything on my own. For them to take $900 from to "help" me and then not give me a refund? DISGUSTING. DESPICABLE. DO NOT BUY THIS INSURANCE. Thank you.”

Helpful Report

Posted 5 years ago

Hi Jenna, we understand your confusion. Just because a condition is not known to you, doesnt mean its not already present in the pet. Medical records indicate this issue originated prior to coverage which deems the condition pre-existing with any pet insurance company. Keep in mind if you decide to keep the policy, it will help you with new conditions that originate once the policy is in effect. Let us know if you have other questions.

Posted 5 years ago

“Horrible insurance company that do not care for your pet. Avoid at all costs.”

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Posted 5 years ago

Hi Jerome, we would like to look into your case. Please elaborate your complaint. Have a good day.

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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