Pets Best Insurance Reviews

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

4.3 Rating 28,961 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,961 reviews

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

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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Pets Best has a high deductible $1000.00 Pet Illness is not a covered expense.”

Helpful Report

Posted 4 years ago

Hi Selene, the deductible is selected by you, not us. You chose to have a $1000 deductible. People only choose this deductible as it gives you a low monthly rate. However, you are correct. we do not pay the deductible as with any other insurance company, this is the amount you are responsible to spend before insurance kicks in. You are welcome to cancel and start a new policy with a lower deductible of $100, $200, $250 or $500. Have a good day.

Posted 4 years ago

“My older dog Po has been insured with Pets Best for the last 11 years. He has been covered with issues that range from skin rash to small surgeries. At first the insurance made sense but now it doesn’t. Just from last year to this year the insurance premium jump from $298/mo. to $412/mo. It’s time to cancelled. I have set aside $7K to cover future bills.”

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Posted 4 years ago

Hi, we are sorry to see you go. We wish you the best for 2021!

Posted 4 years ago

“We have not been clients very long. We were reimbursed for our pups neuters, after much haggling to get the exact paperwork required. Apparently our vet office doesn’t use software that generates the type invoices Pets Best requires. I had to keep calling the vet to ask for the same information but printed differently. Then I had to contact the credit card company to get a copy of our statement with all other charges blacked out, because a “0” balance on our vet invoice wasn’t good enough. The vet’s software doesn’t generate an invoice for payments only and we did not pay the same day. It is extremely frustrating if you need to speak with a representative and have to hold for 30+ minutes.”

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Posted 4 years ago

“It was 6 weeks to complete our claim. And the previous claim. Too long. If you are able to maintain that processing time, you are keeping up with the inflow of claims. So you are running the race as fast as the lead runner, but are a lap down. This is far different than the service we experienced with Pets Best with our first dog you covered. Something has change. And not for the better.”

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Posted 4 years ago

“The first couple claims were great but this last claim I had to speak with someone Nd it’s impossible to reach anyone”

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Posted 4 years ago

Hi, we are sorry to hear you had a difficult time reaching our customer care team. We are currently experiencing high call volume and appreciate your patience.

Posted 4 years ago

“I feel the pet insurance is a good company. They do cover a wide variety of things but I feel they could cover more. It’s a pain to pay so much and still have to reach a deductible. But I still feel they do a good job and get your claims handled fast and efficiently”

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Posted 4 years ago

Hi, thank you for reaching out. The coverage is based on the policy you selected when you enrolled. Some plans cover more than others and the deductible is an annual deductible selected by the policy holder when selecting coverage. If you would like a more comprehensive plan with a lower deductible, you are welcome to contact us for options. Have a good day!

Posted 4 years ago

“I was hoping a prescription food would be covered for at least a short period of time but other than that, the mobile ap is very easy to use. I have only been a member for a short time.”

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Posted 4 years ago

“So far they cover most of our claims. They seem very understaffed, claims take all of the 30 days, chat is unavailable, emails take 5-7 days for response, and it took 90 minutes to get to a person to ask my questions.”

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Posted 4 years ago

Hi Rachel, please be sure you are requesting to speak with a chat agent on our chat. Otherwise the chat bot will provide you with general answers to our most common questions. Our chat option is always available. Our hold time is never more than 60minutes but we understand that is incredibly frustrating and we are working on reducing the time it takes to speak with an agent. Have a good day.

Posted 4 years ago

“I am currently satisfied with my pets health insurance, I haven't had to use them for anything major but when they do accept a claim they process it quickly and provide you with a response weather your claim is approved/disapproved.”

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Posted 4 years ago

Hi Angela, thank you for your review.

Posted 4 years ago

“Not covering as much as it claims to. Wishing I went with another provider, but I don't want another waiting period.”

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Posted 4 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 4 years ago

“It's insurance. So there are good things and cruddy things. They tend to do what I expect for reimbursement according to my plan, but I wish they covered more medications, especially when my vet prescribes it. My biggest complaint is how long it takes to get reimbursements ever since covid. I feel like covid was an excuse to minimize and now it takes way too long for a turn around. If you are as busy as you claim, you should have enough people paying in to have enough employees. Just my opinion.”

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Posted 4 years ago

Hi renee, we cover lots of medications as long as they are fda approved. You are welcome to review our formulary list on our website. We hope your pet is doing better.

Posted 4 years ago

“they are terrible at processing claims, it should not take as long as it does. the excuse if high volume doesn't work any longer”

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Posted 4 years ago

Hi Anita, thank you for your feedback. We are experiencing very high call/claim volume and appreciate your patience.

Posted 4 years ago

“No comment thanks”

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Posted 4 years ago

“The rates are very reasonable compared to many other insurance companies out there. My only complaint is the turn around time for claims. It can sometimes take up to 4 weeks to be reimbursed which is very discouraging. Many people get insurance because they don’t want to be stuck with big bills. With such a long turn around time for claim, depending on the claim, you may be out of money for a month while waiting for reimbursement. I know other companies that reimburse within HOURS and also do pre approvals so this can be done! If it wasn’t for this I’d give them 5 stars but this is a huge issue that needs resolving.”

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Posted 4 years ago

“They have been good about paying claims, but they take a really long time to do it.”

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Posted 4 years ago

Hi Linda, on average claims can take 15-30 days to process. We hope this helps for future claims.

Posted 4 years ago

“I am very disappointed that it took one hour and 15 minutes to reach someone by phone. And when I did, the person was nice but felt that they were very scripted - did not really listen to the specifics of my question. Takes very long to have a claim processed. I submitted a claim on September 1 and finally it has been addressed. Very poor customer service. We will be adding a second dog to our family in the spring of 2021. I will consider terminating our policy with Pets Best and moving to a different insurer.”

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Posted 4 years ago

“We pay more for this policy than we get out of it. May cancel soon.”

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Posted 4 years ago

Insurance is meant to help you when theres something wrong with your pet. If you are not using the policy, it means your pet is healthy. have a good day.

Posted 4 years ago

“I like the fact that I have insurance coverage for my pet, but I'm disappointed in the amount of time it takes to process claims, as well as, the amount of the deductible verse the premium I pay. I am seriously considering moving my coverage to a different company.”

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Posted 4 years ago

Hi Richard, the deductible is what you chose upon enrollment. If you want a lower deductible you are welcome to cancel and start over with a more comprehensive policy. Have a good day.

Posted 4 years ago

“Access to customer support is considerably difficult and takes far too long. At one time several weeks ago the dial-in number and online chat options were not even available. Once I was connected with someone they were very helpful, but standard wait times has been at least 30 minutes. Claims processing time took nearly a month and a half to be approved.”

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Posted 4 years ago

Hi Patrick, we appreciate your patience during this unusually busy time.

Posted 4 years ago

“The rates are very competitive but be aware it takes weeks to get a claim processed for even simple visits.”

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Posted 4 years ago

Hi Wayne, on average claims take 15-30 days to process, longer if information is missing.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,961 reviews