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

“I have been very unimpressed with PetsBest customer service and timeliness. My claims have gone unanswered for weeks past the amount of time they told me it would take to process them. I tried emailing and calling but got no response. I have had to contact the Better Business Bureau multiple times to get any type of response from the company. They refused to cover some of the tests run on my pet saying they were related to a pre-existing condition when the documentation submitted clearly showed it was not. Recently I finally got a claim processed where they actually covered what I paid them to cover. It did take almost double the time they told me when I initially filed the claim. I also had to get BBB invovled and contact them multiple times for it to be processed. Overall, I have been very disappointed with how they treat their customers.”

Helpful Report

Posted 2 years ago

Hi Kaia, thanks for your time and feedback. We continually strive to deliver the best customer service 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. If you would 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the 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

“We’ve had them for over a year and we getting our yearly check up..(shots etc.) for our dog. I had called two weeks prior to going to the vet to make sure I’ll be reimbursed and the person on the telephone told me yes when I sent in the invoice marking paid, I only got $15 back when I should’ve got 90% back for what I laid out. This is not the first time this happened. I am looking for new insurance I overpay for some thing I don’t get any thing back and for what I laid out in the past year. Customer service is a bit rude and you’re (the client) never right about anything.”

Helpful Report

Posted 2 years ago

Hi Tanya, thanks for your time and feedback. We regret to hear that you’re looking for new insurance. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. If you’d like, we’d be happy to go over your claims and coverage 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’m still confused on a lot of my “ not covered” seems they find reasons to not cover something very easily, I’m cancelling my services soon. I’m giving them one last shot and seeing what happens. Speaking to someone is almost impossible and when you do get an agent they answer you so quickly and end chat not even giving you a chance to discuss, poor customer service. I would recommend going elsewhere. I’m shopping around for a better option, if you google this company doesn’t even come up on the best 10 companies to have your services with so it was my mistake for not researching deeper.”

Helpful Report

Posted 2 years ago

Hi Mariana, thanks for your time and feedback. We regret to hear you’ll be canceling your services with us soon. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the 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. 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. We’d be happy to go over your claims 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 accidently took my dog for his annual checkup ONE business day early and they would not cover the visit or vaccines! I am looking for new insurance! I pay over $60 a month and they can't forgive this one error?”

Helpful Report

Posted 2 years ago

Hi Lynn, thank you for your time and feedback. We regret to hear you’re looking for new insurance for your pet. All of our policies renew on a policy year, not a calendar year. This means that if there’s a Wellness Endorsement on the policy, the Wellness Endorsement benefits schedule refreshes the morning of your renewal date, which is your anniversary date with us. All claims are processed off of the date of service on the invoice, which is the date that your pet was seen at the veterinarian. You can find this information and your Wellness Schedule under Documents and Forms in your account on our website. We hope you have a good day. – PF

Posted 2 years ago

“Very unhappy with the service, would’ve been better off just saving money for emergencies.”

Helpful Report

Posted 2 years ago

Hi Esaul, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 good day. – PF

Posted 2 years ago

“I am very happy with pet's best insurance! I have this insurance for my senior cat. I was hesitant at first b.c. other reviews had complained about coverage. I haven't had any issues. He had his eye scratched and then had bathroom concerns. Pet's best covered everything. It took a little longer for my claim to be processed than with my younger cats insurance but it wasn't a big deal. They let me know after I submitted that it would take x amount of days. They were very clear and concise about what was covered and the breakdown of what was my responsibility and their portion. Once my claim was processed, they were very fast with getting reimbursement setup. This is a good insurance provider with clear and broad coverage! They help him to get the treatment he needs. I'm very grateful for pet's best insurance!”

Helpful Report

Posted 2 years ago

Hi Sarah, we really appreciate your time and feedback in providing us a very well thought out post. However, we’re a bit surprised at the rating, as one star usually means you’re unhappy with our services, and five stars usually means you’re happy with our services. After reading your post, we’re wondering if you meant to rate us five stars. If you did, feel free to edit the rating if it’s possible. We hope you have a great rest of your day. - PF

Posted 2 years ago

“PetsBest Insurance is the worst pet company I’ve ever dealt with. They take forever to process a claim stating they are busy with an influx of claims. In my experience with the several claims I have filed, the lengthy time they take to review my claim is solely used to do their very best to collect any info that might disqualify my claim. My initial claim sat for 3 weeks with no attention. I called several times and was told they had all the info to process my claim. On my final call regarding this particular claim, I was notified that no one has been working on my claim and after 3 weeks and still, no one had contacted my vet for medical records. I filed a wellness claim that got incorrectly processed as an “illness” claim (twice) under which the services I received were not covered by my medical policy, but were covered almost entirely under my wellness plan (which is of course an additional monthly charge). I called PetsBest and emphasized it was a wellness claim and the claim AND vet records both reflected that fact. The agent helping me said he would make a note about the wellness claim to ensure it would be processed correctly. However, when I was eventually notified of the resolution of these two incorrectly processed claims (since they were YET AGAIN) processed as an illness instead of wellness I did not receive any reimbursement for the visit. Once again I had to resubmit the vet records clarifying that it is a wellness claim NOT an illness. For my wellness claim to be processed (3 months after the visit and original claim submission) the co then stated they needed an itemized bill of the wellness visit in order to process the claim correctly. When I called the vet to request this info the receptionist said she has never had an insurance company request something like that and she doesn’t understand why the insurance co is being so difficult. My final claim was partially paid out but of course, all the money went back to PetsBest to be paid against my deductible. I’ve spent over $480 on monthly insurance payments in the course of 3 months. In that time, I’ve spent over $1,000 in veterinary services that were almost all denied reimbursement for. Using PetsBest insurance was a HUGE waste of time and money as the only payout they approved went to my deductible so that’s more money I wasted on for the insurance co to take forever just to do basically nothing. Every agent I spoke to told me different info and they say they’ll call you and update you but no one ever does. BUYER BEWARE!! Overpriced and underserved.”

Helpful Report

Posted 2 years ago

Hi Kimberly, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We’d be happy to go over your concerns with you. However, we are not able to go over specific information here, so we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 good day. – PF

Posted 2 years ago

“Took over two months to get the claim processed. They randomly opened another claim for me that I did not ask for. They were unresponsive to emails. They said they did not receive the records from the animal hospital even though they confirmed receipt with the animal hospital. No action was taken until a phone call.”

Helpful Report

Posted 2 years ago

Hi Anna, thanks for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We’d be happy to go over your concerns with you. However, we are not able to go over specific information here, so we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 good day. – PF

Posted 2 years ago

“Coverage is terrible. Absolutely not worth the monthly premium for preventative/wellness care. I would not recommend at all.”

Helpful Report

Posted 2 years ago

Hi Rosemary, 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. We’d be happy to go over your claims and coverage 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

“My pet is 17 years old or I would switch pet insurance! It takes a month to get a claim paid. The insurance for my other pet processes claims in ONE DAY. Also, the new deductible for each new diagnosis gets expensive and annoying. Also the lifetime max per diagnosis sounds reasonable when you have a puppy but if you have an old or sick dog, it is not adaquate.”

Helpful Report

Posted 2 years ago

Hi Debby, 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. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may have caused and appreciate your patience. We’d be happy to go over your concerns with you. However, we are not able to go over specific information here, so we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 good day. – PF

Posted 2 years ago

“Ear infections that come every so often shouldn’t be considered a “pre-existing” condition. Who the hell knows when my dogs going to get one - IT JUST HAPPENS. Slow processing and otherwise very little value from this insurance policy and will be moving on once the year is up and my deductible restarts.”

Helpful Report

Posted 2 years ago

Hi Gloria, thanks for your time and feedback. We regret to hear that you’ll be canceling your pet’s policy at renewal. 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. Medical claims are processed within 42 days currently. We apologize for any inconvenience this may have caused and appreciate 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 the 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

“Of approximately $1500 in medical bills only $356.84 was covered, because this company states the condition existed prior to obtaining the policy. Because the supposed existing conditions symptoms are general (throwing up / diarrhea) and can be associated with a plethora of ailments, I know this company won’t cover anything going forward. I had two policies for two dogs, but I’m cancelling both immediately. Don’t waste your time with this company. In the end you’ll have thrown away months or even years of premiums down the drain only to be denied coverage.”

Helpful Report

Posted 2 years ago

Hi Alexander, thanks for your time and feedback. We regret to hear that you intend to cancel your policies for your two dogs. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the 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

“Claim to months to resolve. No one communicated any issues with me. I had to call several times to get a real person.”

Helpful Report

Posted 2 years ago

Hi Darnell, thanks for your time. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. We appreciate your feedback, so that we can continue to work towards better customer satisfaction. We hope you have a great rest of your day. – PF

Posted 2 years ago

“We submitted a number of claims and a percentage of them are refused due to "previous condition" which we now have to try and prove they were not. Paperwork, calls to doctors, have them write conditions and history of our pet, the amount of time it takes to do all this is not worth the monthly cost of the insurance. I wouldn't recommend your service to anyone. It would be better if we just pay the vet bill and be done with it.”

Helpful Report

Posted 2 years ago

Hi Tammy, 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 the 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. We offer two levels of appeals. If the first level appeal is Upheld and the Policyholder wants us to review the claim further, the Policyholder can file a second level appeal by submitting another Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. You’re welcome to reach out to us if you’d like us to send you another Appeal Form for your claim. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it 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

“Paid $200 out of $700 for yearly wellness visit. Doesn't even pay for rabi shots. Time to find another insurance company.”

Helpful Report

Posted 2 years ago

Hi Melanie, thanks for your time and feedback. We regret to hear that you’re thinking about finding another pet insurer. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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 Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. We’d be happy to go over your claims and coverage 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 great rest of your day. – PF

Posted 2 years ago

“Demonstratively dissatified with what should be a pet insurance policy to siphon the cost of medical care when .5% of services are deemed reimbursable, preventative or routine, by Pets Best Pet Health Insurance. Better off without insurance- wasted monthly premium.”

Helpful Report

Posted 2 years ago

Hi Darius, thanks for your time and feedback. We regret to hear that you’re dissatisfied. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it 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

“To be honest I haven't been very impressed with pets best in quite a while. I continue to pay and their fees keep going up. I filed my first claim in over a year. They paid 50 something dollars of it. I think it may be time to rethink my insurance and just put the money I'd be paying in a separate bank account for vet bills. Kind of seems useless plus they used to be much quicker in settling their claims.”

Helpful Report

Posted 2 years ago

Hi Kristine, 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 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. 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 Wellness Schedule under Documents and Forms in your account on our website. 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 great rest of your day. – PF

Posted 2 years ago

“Needed to talk with someone about a claim denied.on hold for 40 minutes. Now want to cancel my account. No way to do so.”

Helpful Report

Posted 2 years ago

Hi Lynn, thanks for reaching out to us. We regret to hear you’re wanting to cancel your pet's policy. We recommend that you check our hours noted below, as we assure you that our Agents are available during those time frames, and usually it’s not a long wait to speak with an Agent. 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

“They don't cover anything. I'm probably going to cancel my plan. Not worth the money”

Helpful Report

Posted 2 years ago

Hi Brian, thanks for your time and feedback. We regret to hear that you’re probably going to cancel your pet’s policy. 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 Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. We’d be happy to go over your claims and coverage 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 great rest of your day. – PF

Posted 2 years ago

“I’ve made several claims; only one was processed without a problem. They have denied me for a newly diagnosed condition claiming it was preexisting, and they repeated denied my most recent mass removal claim from 4 months ago before finally processing it. I will be changing insurance providers. Terrible communication, slow processing, and denying claims for silly things like the records being in a different file format than they wanted (instead of asking for a new format they deny the claim).”

Helpful Report

Posted 2 years ago

Hi Andrea, thanks for your time and feedback. We regret to hear that you will be changing insurance providers. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the 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 great rest of your 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

Pets Best Insurance Reviews