Pets Best Insurance Reviews

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

4.3 Rating 28,382 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,382 reviews

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

About Pets Best Insurance:

At Pets Best, our mission is to end economic euthanasia by helping to ensure pet owners are financially prepared when their pets need unexpected veterinary care. We strive to give pet owners peace of mind by taking the financial worry out of owning a pet, so you can make the best decisions for your dog or cat.

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Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Claims reimbursement process is incredibly slow”

Helpful Report

Posted 4 years ago

Hi, yes, we understand and are working on quicker claim processing time.

Posted 4 years ago

“Takes a very long time to process a claim.”

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Posted 4 years ago

Hi Brandon, we understand and we are working on reducing the time it takes to process your claims.

Posted 4 years ago

“Submitted my receipts on the day my dogs went to the vet. On dog was for well dog care only and the other was well dog care and medication. It’s been 2 weeks and I still have not received my reimbursement; however I received an email this morning with an E.O.B. Stating that the monies would be in my account in 5-7 days; however this is not what is stated on the website - it is misleading - I don’t mind waiting but don’t lie about the turnaround time! The other issue is that when I submitted the well dog care receipts and the medication receipts - they must have thrown out the medication receipts as there appears to be no record of them (they were submitted at the same time) and no comment about them - I will resubmit Again but I find this really disappointing - where did the receipts/reimbursement go Pet Health?”

Helpful Report

Posted 4 years ago

Hi Terri, we hope your fur baby is doing well! The 5-7 days is referring to the time it takes for the reimbursement to appear in your bank account after the claim is done processing. Claim processing time varies, especially if its your first medical claim. You can expect a resolution within 30-39 days from submission. We appreciate your patience.

Posted 4 years ago

“I am dissatisfied with the service. I pay $58 a month and the efficiency of this company is so poor. The claim processing time is endless and the customer service is terrible. The hold times on the phone are awful, over an hour any day of the week. If Trupanion can process claims in a week, why can't Pets Best? I recommend pet parents use another insurance company if they want efficiency and quickly processed claims.”

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Posted 4 years ago

Hi Molly, we are sorry to hear of your dissatisfaction and appreciate your feedback. We are sorry to hear you will cancel and we wish you the best with your new company.

Posted 4 years ago

“It takes them forever to review a claim!!! They are also constantly looking for excuses not to pay a claim.”

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Posted 4 years ago

Hi Marco, we understand and are working on quicker processing times.

Posted 4 years ago

“Seems like my rates increase every year even though my number of claims over the past 7 years have been minimal and 5 of the 7 years I never even met my deductible. This year we ended up with several vet appointments and claims and it has taken over a month to process each claim.”

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Posted 4 years ago

Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. You can contact us to review other options for lower rates.

Posted 4 years ago

“Is not clear how they determine what to pay and what not to pay. It is very misleading as the up to 90% reimbursement is not something that they provide. More like 15% reimbursement.”

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Posted 4 years ago

Hi Evi, 90% is reimbursed on accident and illness vet bills. Not wellness care. We recommend you review the policy information for the plan you selected upon enrollment. We are also happy to go over this information with you over the phone to avoid confusion.

Posted 4 years ago

“I belonged to Pets Best for 2 months and spent $80. My dog got sick and I spent $450 at the vets, received an email that my reimbursement check would arrive soon, and then a week later, got an email that my claim was denied for all kinds of reasons, none of which made sense. Like much insurance out there, this one seems to me a scam. I opted out and will just put $40 a month away as a pet medical fund.”

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Posted 4 years ago

Hi Barbara, we recommend contacting customer care to clear up any misinformation regarding the claims. We are sorry to hear you cancelled your policy and we hope your pet is doing well.

Posted 4 years ago

“The only way this insurance is any good is to have full coverage the entire life of the animal and even then I’m not sure. My dog had an accident and I was told it was a pre existing condition. I think I’d pass.”

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Posted 4 years ago

Hi Casey, insurance is meant for the unexpected issues that come up once your policy is in effect. You are correct, Pet insurance is not meant to cover pre-existing or issues that pre-date the policy. We hope your pet is doing well.

Posted 4 years ago

“Premiums are extremely high and processing time for claims is awful, @ 5-6 weeks”

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Posted 4 years ago

Hi Helen, we have a lot of options to find a plan that will fit your budget. Please contact us to go over the different policies to find a lower rate for you. Have a good day.

Posted 4 years ago

“Took forever and didn’t tell me there would be a copay for every item. Go with a different insurance.”

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Posted 4 years ago

Hi Elizabeth, we dont cover 100% of vet bills, therefore depending on the plan you choose, 70/80/90%, the leftover balance will be your copay. We hope this helps clarify your confusion. Have a good day.

Posted 4 years ago

“They’re slow to review cases and pay. They do a good job communicating what they cover.”

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Posted 4 years ago

Hi Heather, thank you for your feedback, we appreciate your review.

Posted 4 years ago

“I have been recommending this pet insurance to all of my pet parents friends, it was really good 2 years ago when I joined. I have barely need to do claims, 3 in total for my 2 dogs. They are now raising the monthly price 50% up and I submitted a claim 2 weeks ago and haven't heard anything from them, I called them and they said it's taking now 20 to 30 days to process because they have more customers... so they get more customers, raise the prices and work slower?! Something is definitely not right... I can't keep recommending this to any one else as the last experiences haven't been good at all, very disappointing 😕 Will definitely be looking for another insurance as this is not helpful anymore.”

Helpful Report

Posted 4 years ago

Hi Sandra, we appreciate you taking the time to review Pets Best. Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. We have several options we can go over to reduce your rates. Please give us a call if you are interested in reviewing these options.

Posted 4 years ago

“Took too long to process claim”

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Posted 4 years ago

Hi Ivelisse, thank you for your patience as we are working on reducing the claim processing time. We hope you are your fur loved ones are doing well!

Posted 4 years ago

“I’ve worked in insurance and it coverage is confusing even to me. I don’t understand why some things are covered and others, “applied to your deductible, congratulations (no coverage)” Also, our dog is now two and our insurance has not gone down. It just doesn’t seem worth it and we will be canceling soon.”

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Posted 4 years ago

Hi Kyle, typically wellness claims will not be applied to the deductible as you are not required to meet a deductible in order to receive reimbursement for wellness if you have included this benefit. Accident and illness claims require a deductible be met per year, and therefore, these services will apply against the deductible. We are sorry to hear you are considering cancelling the policy. Please give our customer care team a call so we can go over your benefits.

Posted 4 years ago

“Every claim you need more information! I think this is a way to prolong payments owed to customers. Customer wait times are over an hour! You can definitely do better than what I’ve experience! 90 days already and no payment but you keep taking your monthly payment!”

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Posted 4 years ago

Hi Doug, we understand and currently working to reduce the wait time for both claims and customer care representative aid. We appreciate your patience.

Posted 4 years ago

“I pay for 90% coverage plus the extra wellness option. Not sure if the price is worth the coverage. They are more concerned about policy terms than what makes sense for your pet. If you don’t adopt your dog and get insurance in January and June, they will not pay you back for wellness in a way that makes sense for the dog and situation.”

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Posted 4 years ago

Hi Meghan, thank you for your review. Wellness actually resets once a year on your anniversary date, not calendar year. This means your benefits will reset 12 months from when you enroll, giving you a full year to utilize the wellness plans. Please give us a call if you would like us to go over how the policy works. Have a good day.

Posted 4 years ago

“You’ll end up paying more for petsbest than they will reimburse you. They don’t cover a lot. My cat, who I picked up from the street, had FIV and caudal stomatitis. They told me that they won’t cover any procedures or anything to do with this because he wasn’t previously vaccinated. They didn’t even take into account his history. From birth he had no access to medical care. He lived on the streets until we picked him up and he already had these issues. We ended up paying out of pocket for the cost and help from Healthy Pets Project of NYC. We were very disappointed in the supposed care that pets best insurance offers us. They care for them at their best, not at their worst. Guess they should change their logo.”

Helpful Report

Posted 4 years ago

Hi Gabrielle, all the claims filed for accident and illness for the pets were processed and paid in your favor. The same is true on your wellness claims. We can have a representative reach out and explain how the claims were processed per your selected policy. Please let us know.

Posted 4 years ago

“Customer service is nonexistent right now at Pets Best! I wanted to discuss the renewal options on our dog insurance policy, but was on hold for over 30 minutes, when I finally hung up. This was not my first time trying either. I also tried to do a "chat" online, but that was futile. It is simply impossible to get through to a customer service representative. Pets Best needs much phone & internet coverage for their customers, especially since their rates keep increasing.”

Helpful Report

Posted 4 years ago

Hi Julia, we understand your concern. We apologize you had a negative experience after holding for so long. We are working on reducing the time it takes to speak to a representative. Our live chat is working and its the quickest way to get to a rep. Have a good day!

Posted 4 years ago

“What they pay out for procedures is not even close to what the average vet charges even if you shop around. They allow $150 for a neuter, the lowest price we were able to find was $350 after calling around and $550 at our regular vet. They also play games and seem to find reasons to turn you down instead of honor there policy. We are not happy and most likely moving on.”

Helpful Report

Posted 4 years ago

Hi Richard, we understand your concern. 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

Pets Best Insurance is rated 4.3 based on 28,382 reviews