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

“They dont pay and what they do pay it is so small it does nothing. I just took my dog in for an ear infection, they paid ZERO on everything regarding the ear infection. For $111 a month for one dog i am starting to wonder if it is worth it.”

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Posted 3 years ago

Hi William, thanks for reaching out to us. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the waiting periods of the policy, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition isn’t coverable, then the diagnostics and treatments are not covered for that condition. We would be happy to go over your claims processing and coverage with you. You can contact our Customer Care team by calling (877) 738-7237 or at our website www.petsbest.com by clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We apologize for any confusion this might have caused, and hope you have a great day rest of your day. – PF

Posted 3 years ago

“Been insured by them for about 1 year. My first & only claim was only covered by 70 % and got an email (3 weeks after the claim) stating sorry for the delay in your claim but we are currently very busy. I am not pleased with this company.”

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Posted 3 years ago

Hello Steve, thank you for reaching out to us. Keep in mind all Accident and Illness policies have a Policyholder chosen 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. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of all your pet’s 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. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days and wellness claims within 15 days. Make sure to keep an eye on your emails as we’ll send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“Beyond long wait for the claim to be processed! Other insurances do it 5 times faster! My claim was divided into two and the wellness exam was not reimbursed, though it was supposed to, so I had to waste my personal time to chat to representative and figure things out! So I am still waiting on the $50 that are missing from my reimbursement. Besides. The App shows claims that I have never submitted, there is clearly a glitch. So far, I am not happy and I won’t be recommending to others!”

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Posted 3 years ago

Hi Levgeniia, thanks for reaching out to us. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, we split the claim into two claims and the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We are so glad you contacted Customer Care and shared your concern regarding your claim processing with us so we could review your claim further for you. On average, claim reviews are processed within 30 business days. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Slow claims processing. Failed to credit for Wellness claim”

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Posted 3 years ago

Hi Thomas, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. When a pet is treated for a condition and given vaccinations at the same time by the veterinarian, usually the Exam is processed toward the Accident and Illness Policy not Wellness, as the pet was treated for a condition during the Exam. We would be happy to go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Response time and wellness payout terrible”

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Posted 3 years ago

Hi Joann, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. 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. To keep the premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover of 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“Takes forever to get reimbursed. They have made several mistakes as well on statements. They don’t cover prescription food. Premiums go up drastically every year. I’m using a different company for my new puppy.”

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Posted 3 years ago

Hi Jessica, thanks for reaching out to us. We would be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com, and clicking on the blue talking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00am to 7:00pm MST and Saturday from 6:00am to 2:00pm MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Disappointed that most of my pets bills aren't being covered at 90%, it's more like 50% or less.”

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Posted 3 years ago

Hi Melissa, thanks for reaching out to us. We would be happy to go over your claims and your policy with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Email message states $54 refund but $40 was deposited. Easy getting the wrong refund amount”

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Posted 3 years ago

Hi George, thanks for your time and feedback. Please check your Explanation of Benefits again. When you receive an Explanation of Benefits that shows an "Amount Paid" in the "Claim Summary," that's the amount of the reimbursement for that claim. We would be happy to review your claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Some claims have been ignored since November. Everytime I call I am told that I am correct and it will be submitted again. I have done this 5 times.”

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Posted 3 years ago

Hi Melanie, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. This time frame starts from the date we receive a legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any frustration this has caused and thank you for your patience. – PF

Posted 3 years ago

“You have some of the worst customer service I have ever experienced. I am frequently put on hold for over 20 minutes, and each time I have called for an upcoming event I am told I can’t answer any questions about your policy until after you submit the claim. My dog has a big surgery coming up I specifically asked about and was told they couldn’t confirm or deny the claim until later. They also couldn’t find the answer after looking in my policy.”

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Posted 3 years ago

Hi Rachel, thank you for sharing your thoughts as they are important to us. We are sad to hear your dog has to have a big surgery. We hope everything goes well. We apologize if you have been frequently put on hold for over 20 minutes. We assure you, that is not our normal practice and that should not have happened. We do offer a Pre-Authorization process as a courtesy to our Policyholders (a Pre-Authorization is not a requirement for any procedure), however there are strict eligibility requirements. If you’ve submitted a claim for the condition already, the condition wouldn’t be eligible for Pre-authorization as the coverage has already been reviewed by the previous claim processing. Once you’ve submitted a claim for a condition and your claim is processed, we send you your Explanation of Benefits for the claim. If any of the processing on the Explanation of Benefits went toward your deductible or co-pay, that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts in the Ineligible column, and it will tell you why your claim was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible to meet before reimbursing. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed, but we would be happy to review your claims and coverage with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We hope this helps to clear up any confusion and that you have a great day. – PF

Posted 3 years ago

“I am not sure about this CO. becuz I don’t get my money back that much as I thought.”

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Posted 3 years ago

Hi Nancy, thank you for reaching out to us. We would be happy to review your coverage and claims Explanation of Benefits with you and answer any questions you have. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I’m still waiting to get reimbursed from a claim that was submitted January 11th ! Each time I ask why it’s taking so long I get quoted different time frames and reasons. As a recent new customer I’m am so far extremely underwhelmed!”

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Posted 3 years ago

Hi Raymond, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to reduce the time it takes to process claims. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claim has completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“In general, I have been very happy with Pet's Best insurance. Their frontline customer service is usually top-notch. However, I do have concerns with the people I can't talk to, specifically those processing the claims. They claimed I never sent medical records which I did. It took the frontline team pointing out they were talking to the wrong vet to reobtain them. When they did (finally) accept my medical history, they read the invoice wrong and claimed it was billing me for half the amount it was actually billing me. In fact, they got their total from a partial payment I made when I had the procedure done. It was clearly labeled "care credit." Not only that, if they had been thinking critically about my case, tallying the truly dizzying totals would have clearly shown that they were going off the wrong total. When I brought my concern to the frontline agent, she said she'd ask them to re-review. This will take another 15-30 days. In short, their front-line service is great, but whoever is processing the claims lack critical thinking, attention to detail, and other crucial skills. When I mentioned this to the frontline agent, I was told those folks were also chosen based on their veterinary knowledge. Which again leads me to wonder how someone with veterinary knowledge could look at my invoice, choose the wrong total (which again was half of what I was charged), and not take a few minutes to think: as someone with veterinary knowledge, this total seems a little low for a cat who just had every single tooth pulled out of her mouth. Maybe I should double check my work. This is my only claim with pet's best that is in the thousands of dollars. It's suspicious to me that the most expensive claim is consistently bungled.”

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Posted 3 years ago

Hi Sonja, thank you for sharing your thoughts as they are important to us. We are happy that you’ve experienced top-notch service from our Customer Care Team. We understand your concern for first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention so we could review your concern. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. If you have any other concerns, we’d be happy to review them with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We appreciate your time and hope you have a wonderful rest of your day. - PF

Posted 3 years ago

“Easy to submit claims but I have submitted 4 claims & have yet to hear back from them. Definitely looking into other insurance.”

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Posted 3 years ago

Hi Cindy, thanks for your time and feedback. We’re sad to hear that you are looking into other insurance. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“Long reimbursement wait period”

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Posted 3 years ago

Hi Kaitlyn, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. Make sure to keep an eye on your emails as we send you an Explanation of Benefits via email once your claims have completed processing. We apologize for any inconvenience this has caused and thank you for your patience. - PF

Posted 3 years ago

“I've found the delay in claim processing to be much longer than anticipated and was not something conveyed to me during the sign-up process. Also, there seems to be an issue with not having records that I haven't experienced with previous insurance providers. Not very satisfied so far.”

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Posted 3 years ago

Hi Max, thanks for your feedback. Rest assured, your claim processing time is a top priority for us, and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. We would be happy to go over your claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We appreciate your time and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took so long to get you all to review my claims from last year and I still don’t have my reimbursement checks yet. I might cancel.”

Helpful Report

Posted 3 years ago

Hi Don, thanks for reaching out to us. We are sad to hear you might cancel your pet’s policy. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. If you would like, you can sign up for direct deposit for future reimbursements to help alleviate any mailing time or mailing issues. You can sign-up for direct deposit by logging into your account at www.petsbest.com, hovering over My Account, then clicking Payment Information. On that screen there is a hyperlink, Edit Direct Deposit Information. We will need a checking or saving account routing number and account number for your direct deposit. Once you sign up for direct deposit, your reimbursements would go directly to your account on file. However, direct deposits can take 5-7 days to show up in your bank for bank processing time. We appreciate your time and hope you have a wonderful evening. – PF

Posted 3 years ago

“They're not what they used to be. Definitely shop around before getting Pets Best.”

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Posted 3 years ago

Hi Kathleen, thank you for sharing your thoughts at they are important to us. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“My claim indicated that I would receive a certain reimbursement, but what I received in my account today was a different amount”

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Posted 3 years ago

Hi Michael, thank you for reaching out to us. We would be happy to review your processed claims with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST, and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great weekend. – PF

Posted 3 years ago

“what's frustrating is we pay for the highest tier/level for pet insurance and it seems like each time I submit a claim, it gets rejected. I understand to a point that not every single thing is going to be covered, but a lot of the time the one thing that isn't covered (pre-existing conditions) is the one thing that we need to be covered. Otherwise, what is the point of having insurance if you're not going to be covered if everything is going to be labeled as pre-existing? Say that would be in our case as humans, what would be the point in having insurance for us if nothing gets covered because of "pre-existing conditions"? Why should that matter anyway, it shouldn't matter if a pet has a pre-existing condition, I thought that was the whole reason to have insurance. Otherwise, it seems like having pet insurance is a waste of time and money.”

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Posted 3 years ago

Hi Jason, thank you for reaching out to us. We understand it can be frustrating when your pet has conditions prior to starting a policy, and pet insurance doesn’t cover pre-existing conditions. We would be happy to review your concerns with you and answer any questions you may have. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great weekend. – PF

Posted 3 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