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

“It takes forever to get claims processed. Also they don’t accept a lot of the basic medications that my vet prescribes”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Slow processing. Lots of routine things have not covered. Definitely not getting my money’s worth.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“My first encounter was ok, but I still have not seen the reimbursement in my account that was supposedly sent on September 18th; it is now the20th. I was a bit surprised that the process took so long; the request was made September 14th!”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I thought neutering was fully covered for my dog. My complete wellness plan paid for less than half. Disappointed.”

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Posted 3 years ago

Hi, we provide the wellness coverage limits on our website, your quote form prior to enrollment, and the policy documents emailed for your review after enrollment so you are aware of what the wellness plan will cover. 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 3 years ago

“It took well over a month to get my recent claim(s) reviewed and responded to. That length of time is simply unacceptable.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“A little concerned! This is NOT the first Pet Insurance company I've been with and this was my first claim with Pet's Best. First, I understand the pandemic has slowed things down, ok, that's fair. They have 45 days, legally, to get it paid. But, I did call Pet's Best to ask questions about submitting a claim and followed those instructions, which was to submit online via their website. That was very confusing, the choices were NOT CLEAR, AND several of the REQUIRED choices did not fit, but you HAD TO CHOOSE ONE or it would not let you go on. My claim was a somewhat typical UTI for my male cat, nothing complicated, but it has been a long haul because the bacteria just isn't going away! After I submitted my claim, I had to go back into the Pet's Best site to look at something else and I noticed I had TWO CLAIMS.....but I'd only submitted ONE. I also noticed both of those claims said "UNDIAGNOSED".....which was also strange, since that was not the case at all. I called Pet's Best, and in the course of that conversation, was told "you have some invoices that are tagged as wellness"...........NO, nothing in any of my invoices was for wellness issues, that was very clear. They were all for testing, antibiotics and other items needed to do the testing as well as a culture to check for kidney problems. Nothing even close to "wellness". I asked how that happened, got no answer. The person I talked to SAID she got it all strightened out, then about a week later, got an email that I had DUPLICATE CLAIMS etc. etc. I responded to that email with the concerns and issues stated above, and that I was getting very CONCERNED about Pet's Best claim service. I asked how my claim got "so screwed up", and why so many things had gone wrong? I did get a response, but it did NOT address my questions, just told me there was a Explanation of Benefits and that a check was on the way. I appreciate getting paid, FINALLY, BUT I also wanted an explanation as to why my clain had gotten so messed up. I didn't get that. I have since sent in more invoices, since the issue has not gotten resolved with my cat's UTI, but I did that thru email, NOT thru Pet's Best site. I was told by the lady I spoke with on the phone that I could do that..........will see if THAT gets screwed up. If it does, I will have serious reservations about this company!”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Review took way longer than expected, full 45 days. Pre approval would be nice.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I used to love Pets Best. They've always been good about paying claims. This past year, however, claims have taken longer and longer to get paid. My most recent claim took a little over a month to get paid for! This is leagues below some other companies, like Nationwide, where the claims are paid almost immediately. Do Better PetsBest. The only reason I haven't switch is because now I would have a pre-existing condition if I left.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I've been a customer of Pets Best for over 10 years. Processing claims used to be much faster, like a week or two to be reimbursed. Now, it takes a month or more. Also, calling customer service can lead to an hour waiting on the phone to talk to someone.”

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Posted 3 years ago

“I had to wait over a month and still currently am waiting to receive my return on the claim! I expected way faster service. Other then that so far so good.”

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Posted 4 years ago

“I’m really surprised at the low threshold of covered services for Wellness reimbursement. Most puppy shots are given in three doses, you only cover one. Doesn’t really make much sense to pay for coverage that doesn’t extend for the basic requirements. I’m only a few months in with my 6 month old pup, so will see how the spay and microchip coverage goes…”

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Posted 4 years ago

“Took over 35 days for my claim to be processed. When I spoke to a customer representative they were fantastic, very helpful - but not much they could do. Just wasn't very satisfied with turn around time.”

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Posted 4 years ago

“Pleased with overall plan, but waiting 5 weeks for reimbursement is unacceptable!”

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Posted 4 years ago

“Processing of claims is fair but extremely slow.”

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Posted 4 years ago

“Not enough covered.”

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Posted 4 years ago

“Having pet insurance is a little new to me so I can't accurately compare it to other companies. I've filed two claims, one met a deductible and the other I was refunded a portion of what I paid - the biggest issues I've had are getting ahold of someone via phone (have sat on hold for 30+ minutes at a time only to end up talking to the wrong person and be transferred to again sit on hold) and claim processing times (was told up to 45 days for processing). They had also told me they requested info from my vet, and my vet had not received anything from them despite repeatedly providing contact information. I'm currently spending more monthly than I save with this insurance but time will tell how it goes moving forward. My claim was processed more quickly than they had told me it would be which is great but it was very disheartening to originally hear 45 days when I pay about $100/month for this.”

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Posted 4 years ago

“The start date should start the day you take the money from mu account. One claim was rejected because it fell one day outside the date. If I purchase a policy on a Monday and have an emergency in a Thursday with a three day waiting period. Things should be covered. This stuff isn’t cheap and it’s the whole reason I purchased it. Then after submitting a claim I had to wait well over a month just to find out it was rejected and I would receive nothing. Thanks, Pets Best. You really care.”

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Posted 4 years ago

“Good company but claims always take a long time to be rectified.”

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Posted 4 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 4 years ago

“The first year was good. My dog ate raisins and I was able to get coverage. The length of time to get paid was was extremely long. I just canceled because I have a wellness package on my younger dog and I don’t feel like they covered anything. I had 4 pets on the insurance but I just don’t think it was what I expected. At a 90% coverage I don’t expect to get a small fraction of the bill back (most denied after yet another extremely long wait).”

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Posted 4 years ago

Hi, 90% is for medical claims only. Not wellness. 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 4 years ago

“You settled my 2nd claim but not my 1st claim.”

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Posted 4 years ago

Hi Rita, some claims take longer to process based on the complexity of the claim. We will reach out when the claim is done processing. We appreciate your patience.

Posted 4 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

Pets Best Insurance Reviews