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

“So I *was* having an okay experience with Pets Best until recently, when I unfortunately had to rehome my dog through a rescue. I contacted Pets Best to specifically ask if I could transfer the insurance to the rescue (which is small and operates out of the owners' home). I was told I could. This was particularly important because my dog has medical needs and influenced my decision to go through a rescue, where I could be sure he would get great care. When I initiated the transfer, however (after the dog was already with the rescue), I was told that I couldn't transfer the insurance after all as Pets Best couldn't insure a "commercial entity." I explained that aside from the fact that I been told they COULD insure a rescue, the dog was residing in someone's personal home, along with their personal pets, and that the rescue owner was willing to assume individual ownership of the policy if needed. I was told that if that was the case, they COULD transfer the policy (I also asked that particular rep to please confirm that they definitely weren't able to insure the rescue - she said she would get back to me the same day, but I never heard from her again.) When I then tried to initiate the transfer to an individual owner, I was THEN told that the underwriter refused to transfer the policy - even though it was to an individual in a personal residence - because the residence shares a business address. So, in addition to providing incorrect information on TWO occasions, Pets Best also penalized a hard-working rescue who saves money and dogs by running their very small nonprofit out of their home. I told the last rep I talked to that if they had only given me correct information initially, we could have simply done an individual transfer. She had the gall to tell me that would be "insurance fraud" - really??? So people who run a rescue out of their homes aren't allowed to insure their pets? I was apologized to and told multiple times that "coaching" of Pets Best employees had occurred to make sure this didn't happen again - which is great, but doesn't help my dog or the rescue AT ALL, and does nothing to address the problem or rectify the mistake that THEY made. (By the way, the fine print in their handbook simply says the policy CAN be transferred - it does NOT contain any of the loophole information they jumped on as an excuse to drop coverage.) I have two other pets who are insured through them that I will be removing and insuring through someone else. I can't continue to support a company whose clearly jumps at an opportunity to drop a pet from coverage and spurns an opportunity to support a rescue, and has left a medically fragile dog uninsured due to their mistakes. Ironically, they even have a "community involvement" section on their website and list several rescues they claim to support. They also claim to have "unsurpassed service" - if this is "unsurpassed service", I'd really hate to see what mediocre service from them looks like. I'd really encourage you to look at one of the many other insurance companies that truly have a commitment to pets and their owners, and operate with compassion and integrity. Pets Best clearly does not.”

Helpful Report

Posted 3 years ago

Hi Chandra, thanks for reaching out to us. We are regulated by each state's Department of Insurance. Unfortunately, we are only authorized to insure individual residential clients, not commercial entities. This means that we are not authorized to provide pet insurance to a client who is tied to a commercial entity. We hope this helps to clear up any confusion and that you have a great rest of your day. - PF

Posted 3 years ago

“You guys take 3 -4 weeks to pay a claim!!!! I have another pet with other insurance and they pay THE DAY AFTER I SUBMIT!!!! And this $2500 lifetime on one diagnosis is inadequate. It seemed fine when my dog was a puppy but 16 years later its a joke.”

Helpful Report

Posted 3 years ago

Hi Debby, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, as 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 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. The policy each Policyholder has for their pet is based upon what policies were available upon originally signing up the pet for a policy. We now have other options available, however, to change your pet’s policy to another option would require a re-write of your pet’s policy. A re-write would mean canceling the existing policy and starting a new one. On the re-written policy, there would be a new start date for the new policy, and new waiting periods, which would be 3-days for Accidents, 14-days for Illnesses, and 6-months for Cruciate Ligament Injuries. Any condition that shows signs or symptoms prior to the new policy start date or during the new policy waiting periods wouldn’t be covered by the new policy. We’d be happy to go over your options 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Not happy as I pay a lot each month and don’t get much covered! Thinking of canceling ASAP”

Helpful Report

Posted 3 years ago

Hi Jennifer, thank you for reaching out to us. We’re sad to hear you’re thinking of canceling 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 will be in the ineligible column, and the Explanation section will 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. 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. The premium is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. The deductible and co-pay chosen by the Policyholder upon signing up for the policy affects it as well. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. We’d be happy to go over your 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“does not cover anything”

Helpful Report

Posted 3 years ago

Hi Jennifer, thank you for reaching out to us. 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 will be in the ineligible column, and the Explanation section will 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. 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. We’d be happy to go over your claims 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“The worst experience in terms of getting refund for my claims.”

Helpful Report

Posted 3 years ago

Hi Aniketh, thank you 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 Illness, and 6 months for Cruciate Ligament Injuries. 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. Policyholders can find this information by logging into their account on our website under Documents and Forms. 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, we require that the Policyholder submit an Appeal Form with substantiating documentation to us. Appeals are processed within 90 days currently. If we can be of further assistance, 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Absolutely awful service. My brother UNEXPECTEDLY passed away recently so we called to inform the company we had taken over ownership of his dogs & needed to change the account over to our names + payment information. We were then told since we did not have paperwork stating our new ownership via him nor did we have power of attorney they would have to cancel the policy under his name immediately & we'd have to start a new policy. Then we asked if the preexisting issues that were covered under his policy {because he bought this shortly after adopting} if they would be covered. We were told no they would not. So anything having to do with his hips, kidneys & back would not be covered. They then told us this was because their policy changed. We have access to my brother's email as well as his Pets Best App where we found NOTHING stating needing a POA or paperwork being needed to transfer ownership to another person after someone passes in order to transfer the policy over. We have passed the policy onto our attorney whom will reach out to the company for breach of contract|malpractice & hopefully resolve the lies they have spewed by not honoring a policy when nothing could have prevented his death in the first place.”

Helpful Report

Posted 3 years ago

Hi Travis, thank you for your time and feedback. We are so very sorry for your loss. If you’d like us 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 www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We hope you have a better rest of your day. – PF

Posted 3 years ago

“Don't bother”

Helpful Report

Posted 3 years ago

Hi Rebekah, thank you for reaching out to us. We’d 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 www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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 have yet to receive my payment for the claims I submitted. Customer service they told me the whole "checks is the mail" thing and here it is 2 weeks later and still no check. I have been paying monthly premiums for a year, first time using the insurance and I am not impressed! Alicia Yanchisin”

Helpful Report

Posted 3 years ago

Hi Alicia, thank you for reaching out to us. If a Policyholder signs up for direct deposit, we can stop payment on a claim check and reissue it via direct deposit. Otherwise, if a Policyholder hasn’t received a claim check that was sent to them, after 21 days the Policyholder can contact our Customer Care Team, so we can stop payment on the claim check and reissue a new claim check to the Policyholder’s verified address on file. Please make sure to contact our Customer Care Team if you haven’t received a claim check we’ve sent to 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Gave us false information. Very unethical and insurance barely covered anything. Will be cancelling”

Helpful Report

Posted 3 years ago

Hi Heather, thank you for reaching out to us. We’re sad to hear you will be canceling your pet’s policy. We’d 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 www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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

“Pets Best insurance is not reliable with reimbursements. Really doesn’t cover much.”

Helpful Report

Posted 3 years ago

Hi Barbara, 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. 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 the wellness schedule under Documents and Forms in your account on our website. 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find this information in your account on our website under Documents and Forms. 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 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“As a veterinarian who recommends Pets Best insurance to all my client and patients, I will no longer be doing that. I have had to hire a lawyer to seek reimbursement for my claims. Absolutely awful customer service and never able to process my claims. Will definitely no longer be using Pets best insurance.”

Helpful Report

Posted 3 years ago

Hi Nicole, thanks for reaching out to us. We’re sad to hear you’ll no longer be using our insurance. We’ve left you a voice message today regarding your claims. Please don’t hesitate to reach out to us if we can be of further assistance. 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. 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 will hike your premiums more than 100% every year as your pet gets older. They will refuse to reimburse, saying they need proof of payment, but their claims portal continually “runs into problems while processing the request.” I will never insure another pet with this company again.”

Helpful Report

Posted 3 years ago

Hi Jenny, thanks for reaching out to us. We’re sad to hear you’ll never insure another pet with us again. We’d be happy to go over all your 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“You all made an error and sent me an email cancelling his policy telling me my dog died when he absolutely did not. This happened on the anniversary of his sister’s death so to say it was disappointing is an understatement!”

Helpful Report

Posted 3 years ago

Hi Amanda, thanks for reaching out to us. Unfortunately, when a veterinarian puts “Final Bill” at the bottom of an invoice, our system sees it as the pet’s deceased and cancels the policy automatically as the claim is processed. We are so glad you called so we could fix the issue. However, we understand that this brought up painful memories for you as we understand that losing a pet is like losing a family member. We apologize for causing you any upset and for the inconvenience of your having to call us to rectify the situation. We hope everything’s going better for you and that you have a great rest of your day. - PF

Posted 3 years ago

“I was told I could cancel the wellness plan after 6 months. When I called in they said I had to wait a full year.”

Helpful Report

Posted 3 years ago

Hi Rob, thanks 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. You can find the wellness schedule under Documents and Forms in your account on our website. Unfortunately, Policyholders are not able to change or remove their wellness endorsement in the middle of their policy year. Policyholders can add, change or remove the 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. 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“I have had them for a year. the first time i made a claim it all went well. they covered what they said they would and payment was quick. today they lost me as a customer. i took my pet in for an annual visit on may 31 thinking that benefits are per calendar year. well i get my claim back and they hardly covered anything. turns out they go off of the start date of your policy. my policy starts early june. i was just a 2 weeks or less shy of the annual mark. i asked if they would make an exception since it was an honest mistake. they would not even budge, they did not care. so i closed my account. that is horrible customer service and to not even be willing to work with your customers is just disgusting.”

Helpful Report

Posted 3 years ago

Hi Christopher, thank you for reaching out to us. We’re sad to hear you will be closing your pet’s 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. All our policies renew on a policy year, not a calendar year and all claims are processed off of the date of service that you went to your veterinarian. Unfortunately, we are not able to make any exceptions. You can find the 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 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“To munch time to take claims”

Helpful Report

Posted 3 years ago

Hi Javier, thank you for reaching out to us. Rest assured, your claim processing time is a top priority for us, as 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. 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

“1) Lost claims 2 times (same claims) that were sent certified and the certified card indicated " delivered to front desk" I had to send 3rd time also certified, then denied claims "duplicate claim" 2) Denied claim "old injury not covered" The claim was for a NEW injury to "Front Left Leg" NOT to the rear legs that had TPLO surgery and not covered. I had to appeal the claim, circled "FRONT LEFT LEG" and as of yesterday - 2 months later - was finally approved. 30 Leave messages to have a return call on the above issues - never received a return call. WORST Pet insurance ever. I now have a very good pet insurance.”

Helpful Report

Posted 3 years ago

Hi Helen, thanks for your time and feedback. We apologize for any frustration as it sounds like you haven’t had a very good experience. This past year we moved our mailing address, which might have caused some of the issues with mailing your claims to us. We always recommend submitting claims through our app or our website, or you can email a picture of the itemized invoice showing proof of payment to claims@petsbest.com. 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 will be in the ineligible column, and the Explanation section will 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. If we can be of further assistance, 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Worst Insurance Ever Will not be renewing in September Absolute joke and rip off You pay for nothing and question everything”

Helpful Report

Posted 3 years ago

“I had a bill for dental work for 1500.00+ and not one penny was covered”

Helpful Report

Posted 3 years ago

Hi Lois, thank you for reaching out to us. 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. Under Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for there to be Periodontal Disease coverage. You can find your Declaration Page, wellness schedule, and policy information under Documents and Forms in your account on our website. Anytime a Policyholder is in dispute of a claim that has been denied and wants us to review their claim further they can submit an Appeal Form with substantiating documentation to us. If you’d like us to send you an Appeal Form for your claim, 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“Just purchased the Insurance for my new 15-week-old puppy. All the initial claims were denied (simple claims, as an example a skin infection). It took pets Pets Best 5 weeks to process and then after review, they found a way to deny every claim submitted. If you are purchasing Pet Insurance...DO NOT CONSIDER Pets best.”

Helpful Report

Posted 3 years ago

Hi Christopher, thank you for reaching out to us. 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 Illness, and 6-months for Cruciate Ligament Injuries. These waiting periods start from the effective date of your policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find this information by logging into your account on our website under Documents and Forms. 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, we require that the Policyholder submit an Appeal Form with substantiating documentation to us. If you’d like us to send you an Appeal Form for your claim, 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 a.m. to 7:00 p.m. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and 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

Pets Best Insurance Reviews