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

“I regret agreeing to pay for wellness coverage. Thought it would be beneficial to have various puppy appointments and spaying surgery covered. But EOD it wasn’t worth paying for that “added”coverage”

Helpful Report

Posted 3 years ago

Hi Nathan, thank you for reaching out to us. 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, if your pet is a puppy and requires multiple puppy visits and booster vaccinations, depending on what your veterinarian charges for their services, you may use up all the wellness exam and general vaccination benefits in one or two office visits. To keep the wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 would be happy to go over the wellness schedule and your claims processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“The insurance benefits are confusing to me! I thought if I sign up for the wellness pack for my animals that it would cover 90% of their wellness needs. It doesn't. I had to get heartworm prevention and I got $30 of $150 back. Either I don't understand the policy or the policy is deceiving. You choose. It promised fast processing when I signed up but it takes forever to get your money back, the little amounts... I am not crazy about the fact that I can't really chat with an actual person about my concerns and email support is not fast either. I did not see anything about co-pays when I got the insurance 😒 but now, I guess that's one way to make sure they don't have to reimburse you for your expenses. I pay around $120 for 2 animals with wellness packs but I'm gonna be completely honest, so far it has been more of an added expense than it has been helping. I am definitely exploring different insurance companies”

Helpful Report

Posted 3 years ago

Hi Nicole, thank you for reaching out to us. We enjoyed speaking with you today. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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. Rest assured your claims’ processing time is a top priority for us. We are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 40 days and wellness claims within 20 days currently. 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. If you ever need to reach us, you can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. We hope you have a great rest of your day. – PF

Posted 3 years ago

“Be aware that they do have a copay as well as the deductible. I chose the 90% and thought I was getting back just that after the deductible was paid. No, I also had to pay a copay and she really couldn't explain why to me. Not real happy with that. Make sure you fully understand what you are getting.”

Helpful Report

Posted 3 years ago

Hello Ellen, thank you for your time and feedback. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is that on an eligible Accident and Illness claim, we apply the Co-Insurance percentage first on all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That is because the Policyholder is responsible for the Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible in the policy year. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. We’d be happy to go over your claims processing and coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“The monthly cost of insurance keeps going up but claim payments really get whacked down. I am paying more for the insurance than I will probably ever be able to justify. At this point, I would be better off if I had put the monthly costs in a savings account for my dog.”

Helpful Report

Posted 3 years ago

Hi Jerry, thank you for your time and feedback. 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 claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible, and it will show why it was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your premium and claim processing concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“Coverage and claims handling are great, we’ve been a customer for a long time and have had few issues. The biggest drawback is claims process time, what used to take a week or 2 has now stretched to 3-4 months. I’m not going to drop them as an insurer, but for my next pet I will be shopping around.”

Helpful Report

Posted 3 years ago

Hi Daniel, thanks for your time and feedback. We're glad to hear you like our coverage and claims handling. However, we're sad to hear that you will be shopping around different insurers for your next pet. Rest assured, your claims’ 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. Medical claims are processed within 40 days currently. 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

“love how simple the claim submission is. Almost always disappointed on how little it covers including the most recent claim. Maybe it's my plan and kicks in most during major expenses, but still hoping it would cover more wellness...”

Helpful Report

Posted 3 years ago

Hi Jay, thank you for your time and feedback. We’re happy to hear that you love how simple it is to submit your claims. We called and left you a voice message this morning. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 claim processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“I was pleased with Pet's Best until the recent hike in the monthly insurance rate! They are charging more for their pet insurance than my home or auto insurance! I do believe it is very exorbitant and am seriously considering canceling my policy with them! Unless it could be lowered to $100.00 or less, this will probably be my last month with you. I only have one pet, what in heavens name does it cost if you have 2 or 3 pers??”

Helpful Report

Posted 3 years ago

Hi Concetta, thank you for reaching out to us. We are sad to hear that you are thinking about canceling your pet’s policy with us. Premium increases happen at your renewal. That’s when we consider that your pet’s 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your coverage and options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“Not real satisfied with the coverage I'm getting for the amount I'm paying ...”

Helpful Report

Posted 3 years ago

Hi Allen, thanks for reaching out to us. Policyholders can add one of our wellness endorsements to their Accident and Illness policy for an additional premium. 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 additional premium for our wellness endorsements reasonable for our Policyholders, our wellness endorsements 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 claim processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“Honestly expected better coverage for the premium paid. My first vet bill with insurance was $180, only $55 of which was covered. Doesn’t feel like a great value right now.”

Helpful Report

Posted 3 years ago

Hi Nick, thanks for reaching out to us. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness and one for Wellness. Rest assured, your claims’ 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 40 days currently. Keep in mind all our Accident and Illness policies have a Policyholder chosen Co-pay and Deductible to meet before reimbursing. 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 wellness endorsement premium reasonable for our Policyholders, our wellness endorsements 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 processing with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“I really like my coverage, but the turnaround time to get reimbursed is extremely slow. I’ve had other pet insurances and it took a week to get my reimbursement.”

Helpful Report

Posted 3 years ago

Hi Savannah, thanks for your time and feedback. Rest assured, your claims’ 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 40 days currently. Make sure to keep an eye on your emails as we send you the 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 great rest of your day. – PF

Posted 3 years ago

“I appreciate the speediness”

Helpful Report

Posted 3 years ago

Hi Jamesa, thanks for your time and feedback. Rest assured, your claims’ 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 40 days and wellness claims within 20 days currently. 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 the 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 great rest of your day. – PF

Posted 3 years ago

“Expensive, long time to get payments. High deductible.”

Helpful Report

Posted 3 years ago

Hi Eric, thank you 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 40 days and wellness claims within 20 days currently. 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. Keep in mind all Accident and Illness policies have a Policyholder chosen co-pay and deductible that must be met before reimbursing. 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. You can find the wellness schedule under Documents and Forms in your account on our website. Premium increases happen at your renewal. That’s when we consider that your pets' are 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. You can review your options to reduce your premium by logging into our website using your email address and going to the Benefits button under your pet’s name. We’d be happy to go over your coverage and options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“Takes way too long to process claims for reimbursement.”

Helpful Report

Posted 3 years ago

Hi Kaela, thanks for your time and feedback. Rest assured, your claims’ 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 40 days and wellness claims within 20 days currently. 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’ll send you the 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. We hope you have a great rest of your day. – PF

Posted 3 years ago

“It takes too long for a claim to be processed”

Helpful Report

Posted 3 years ago

Hi John, 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 40 days and wellness claims within 20 days currently. 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'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 great rest of your day. – PF

Posted 3 years ago

“45 days for a claim is unacceptable”

Helpful Report

Posted 3 years ago

Hi Gabby, 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 40 days and wellness claims within 20 days currently. 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. 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 review of claims. Some have taken nearly two weeks.”

Helpful Report

Posted 3 years ago

Hi Lindsay, 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 40 days and wellness claims within 20 days currently. 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. We hope you have a great rest of your day. - PF

Posted 3 years ago

“My insurance coverage wellness check up however this time they said they won't cover it not yhat great insurance 😒”

Helpful Report

Posted 3 years ago

Hi Francisca, thank you 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. You can find the wellness schedule under Documents and Forms in your account on our website. 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. We’d be happy to go over your claim processing and the wellness schedule with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“Still not sure, 1st time with pet insurance. I pay $73 per month, had bill for $515. they only paid $230 of that bill. due to max which i dont get.”

Helpful Report

Posted 3 years ago

Hello Cynthia, thank you 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. You can find the wellness schedule under Documents and Forms in your account on our website. 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. We’d be happy to go over your claim processing and the wellness schedule with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“They're fine for average claims like wellness and accidents. But a major medical procedure like teeth-cleaning for cats is not covered. I also don't like how my latest claim was only reimbursed by a third of what I paid. Boarding your pets during a weekend vacation was also denied. I love my kitties and want the best care for them, and boarding them seemed the best alternative to leaving them on their own with a feeder tower, since they're still in the Getting-To-Know-You stage and tend to steal or fight over food, and I couldn't get anyone dependable to take care of them while I was away.”

Helpful Report

Posted 3 years ago

Hi Ida, thanks for reaching out to us. We’re sad to hear you couldn’t get anyone dependable to take care of your kitties while you were away. Unfortunately, boarding is a direct exclusion on all the policies we offer. Our BestWellness endorsement is the only place where we offer benefit for a pet’s Teeth Cleaning. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all, there would be no coverage for Teeth Cleaning on their policy. 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. You can find the Declaration Page and Wellness Schedule under Documents and Forms in your account on our website. 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. Policyholders can change or remove their wellness endorsement within 30 days prior to their renewal for the effective date of their renewal by logging into their account on our website and clicking on Benefits underneath their pet’s name, or by contacting our Customer Care Team. We’d be happy to go over your coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 am to 7:00 pm MDT and Saturday from 6:00 am to 2:00 pm MDT. 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 3 years ago

“It took almost 2 months for claim.”

Helpful Report

Posted 3 years ago

Hi Pannee, 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 40 days currently. 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

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

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