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

“I get that Pet's Best insurance is understaffed, and it's current staff is doing all that they can to process claims. However, I don't think it's fair to keep advertising a claim wait time of several days on its website prior to purchasing the insurance, especially since once you submit a claim as a customer, a notification pops up that most claims are taking upwards of 30 days to process. This seems a bit duplicitous, though I have no qualms re: the claim process itself.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“No customer service to discuss rejected claims. Nobody able to answer how an ear infection is now a pre-existing condition.”

Helpful Report

Posted 3 years ago

Hi, we do have a customer care department to answer your questions. We can be reached by phone, live chat on our website, or email. Have a good day.

Posted 3 years ago

“Super slow claims turn around times!!!”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Only reason for 2 stars is lately processing of claims have been very long. Otherwise happy with the insurance. They collect their premium, but pay YOU VERY slowly.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Not very happy with the coverage and plan to shop around”

Helpful Report

Posted 3 years ago

Hi, we are sorry to hear that. Let us know if you have any questions.

Posted 3 years ago

“I have used Pets Best for many years. I was extremely pleased with the cost and service of our first Westie which is deceased. We now have a new Westie which we insured through Pets Best when we brought him home from the breeder 5 years ago. It is very disappointing to watch as our premium has gone from $54 to $94 in those 5 years. the approved coverage of our $500 wellness bill payment came to $200. I understand it is a pet insurance company and they are also in the business of making money but do the math. $94 x 12 = 1128 and add the $100 annual deductible. To add to our frustration it took a month and a half to process a claim for our dog's Kennel Cough exam and treatment just a month before his wellness exam. Our cost $140, not covered $6, $100 deductible, and 3$ copay. our refund $30. I think I will need to check into some pet insurance which is a little more affordable and possibly just insure for major illness/injury and cover the wellness out of pocket. Sad to see a once excellent insurance company start to go downhill.”

Helpful Report

Posted 3 years ago

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 3 years ago

“Took way too long to get reimbursed from my claim. Was initially promised 20 days on the website. Called customer service when I hadn’t received my reimbursement after the 20 days and they said ‘it should be coming soon’- received nothing for another 10 days. Called customer service again who now said it takes 40 days to process claims. Pets Best is quick to take the money out of your account like clockwork every month, but it should not take 40 days to get reimbursed from claims. I can’t wait to cancel and go with another company.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Not impressed thus far with Pets Best, I pay a $48 a month premium and they don't seem to cover much. My dog's first round of vaccinations they covered less than half, they the most recent vet visit cost me $705 and Pets Best will reimburse me $60 of it. Hardly seems worth the monthly premium. I have begun shopping for new pet insurance, do yourself a favor and do the same.”

Helpful Report

Posted 3 years ago

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 3 years ago

“I am unimpressed with the coverage, claim turnaround times, and outrageous pricing for limited coverage (including massive price increases--$50+/monthly). I have only an 80% coinsurance, rarely file claims, and saw an increase from $196.47 for my two dogs to $253.90. I did file claims (finally) on 9/30/21 and as of 10/13, only one of those has been completed. Other companies, like Pumpkin, offer similar pricing, FAR more extensive coverage, and they aim for a 24-hour claim processing time. I know this because I worked for them for a short period of time. While Pets Best did a good job with my Rottweiler, and this is why I went with the company with my two pups in 2014, I will be switching companies for any new dogs I adopt.”

Helpful Report

Posted 3 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. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“It takes entirely too long to process claims.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I have yet to receive any money back since august 22 claim. Very disappointed”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I have made three claims for an illness my pet has. The first claim was not approved for four months. The second took six weeks. Very upset how long it takes to get reimbursed.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims do not take 4 months to process. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I don’t mind the insurance itself, it just takes extremely long to get a claim reviewed and is also very difficult to get in contact with someone for assistance, via chat and phone”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I sent in a claim a long time ago. I still haven’t received my EOB!”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Their claims response is a five their actual coverage is a rip off. I spend $1200.00 a year for me two cats- just in case and submit one claim a year for wellness coverage and they don’t cover the whole thing? Lame. Getting ready to cancel. Maybe will pick up when my cats are older but for a young healthy cat they cost too much and provide too little”

Helpful Report

Posted 3 years ago

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 3 years ago

“I don't know why i have this insurance nothing we do with our pet seems to be covered. I will most likely stop it this round. Why pay 1300 for a service that basically does not cover my needs?”

Helpful Report

Posted 3 years ago

Hi, we are sorry to hear we are not the company for your and wish you the best.

Posted 3 years ago

“This company has great benefits. Price went up $40 this year alone. My dog is older so I get it but at this rate his premium will be more than his vet bills every year. Also, they take FOREVER to process claims. My last claim was sent on 8/30 and processed 10/6. Hope you aren’t hard up for cash because you’ll be waiting.”

Helpful Report

Posted 3 years ago

Hi, you are welcome to lower your premium by going over options for a more budget friendly policy. 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.

Posted 3 years ago

“They take forever to process claims and reimburse you. The on call vet service is really helpful though.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Poor coverage for vaccines and other necessary routine care. Very disappointed and probably changing companies. Representatives are not able to understand or answer questions. Very slow reimbursement”

Helpful Report

Posted 3 years ago

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 3 years ago

“Paybacks are extremely long, and they need so much information.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

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