Pets Best Insurance Reviews

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

4.3 Rating 28,930 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,930 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They make it very hard to get a claim filed and even harder to get it approved. They tried to find any tiny mistake or loop hole Devi l Devi l deny a claim. Not worth the money.”

Helpful Report

Posted 3 years ago

Hi Melissa, thanks for reaching out to us. 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 39-45 days and wellness claims within 15 days. This time frame starts from the date we receive a complete legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. 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 frustration this has caused and thank you for your patience. – PF

Posted 3 years ago

“It's terrible. They take a long to process claims in comparison to other insurance companies. They didn't cover a multi-thousand dollar surgery of my dogs (that I was told she could die if it didn't get done), because they said it was "preventative." Although it was not. I even had a letter from my vet that stated it had to be done to avoid GDV but because it was done with her spade they wouldn't cover it. The wellness coverage is a joke- I got insurance because I thought it was going to help relieve some of the costs incurred by vet visits but it does not at all. My dog has a lot of gastro issues (hence the stomach surgery) and it was not hereditary it just happened, my dog has been covered since the day I got her and they rarely cover any of the emergency visits for the gastro and the meds and the special foods. Lastly, the app and website never work. I can never update claims, the app never loads. I really wanted to like Pets Best but its really not for my dog. If you want to pay $80 per month and your dog is never sick and they cover the bar minimum, do it. If not pay a little extra and use a different type of insurance!”

Helpful Report

Posted 3 years ago

Hi Caitlin, thank you for sharing your thoughts as they are important to us. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Terrible, stay clear away from these guys. Their policy states 5-7 days for payment, and I still have yet to be reimbursed approaching 2 months. Customer service is rude and not at all helpful. I’ll be cancelling as soon as I can get my 6 month old kitten setup with a legitimate pet insurance company. There are plenty of pet insurance providers out there.”

Helpful Report

Posted 3 years ago

Hi Stacey, thank you for sharing your thoughts as they are important to us. We are sad to hear that you intend to cancel your policy as soon as you can get your kitten set up with another insurer. 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 39-45 days. 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. – PF

Posted 3 years ago

“To long to my money back in my account”

Helpful Report

Posted 3 years ago

Hi Roger, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. However, if there is a wellness claim with medical treatment for a condition 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. These time frames start from the time we receive a legible itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. Make sure to keep an eye on your email 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. - PF

Posted 3 years ago

“Will be canceling soon”

Helpful Report

Posted 3 years ago

Hi Juana, thank you for reaching out to us. We are sad to hear that you will be canceling your policy soon. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a wonderful rest of your day. – PF

Posted 3 years ago

“Nothing wrong with the policy or price. But horrible wait time and delay for illness claim compared to other insurance company.”

Helpful Report

Posted 3 years ago

Hi Yanlin, thanks for your time and feedback. We are happy to hear that you are good with the policy and price. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“My dog is 13. I paid thousands of dollars premiums over the years. Never claimed a dime until this year. I submitted a claim for $1000 and got a whopping $2.75 paid out. This is a scam, stay away from this company.”

Helpful Report

Posted 3 years ago

Hi Ronald, thank you for reaching out to us. On an Explanation of Benefits for an accident or illness claim, if any of the processing went toward your deductible or co-pay, that means your claim was coverable. If a claim is denied or ineligible for coverage, the Explanation of Benefits will show the amounts in the ineligible column, and it will tell you why your claim was denied in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible and co-pay (chosen by the Policyholder) that must be met before reimbursing. We would be happy to review your concerns further with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We hope this clears up any confusion and that you have a great rest of your day. – PF

Posted 3 years ago

“I was giving wrong amount for my refund after waiting weeks for my claim to be paid horrible experience for me.”

Helpful Report

Posted 3 years ago

Hi Stacey, thank you for reaching out to us. We would be happy to review your claim questions and concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. Our hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MST and Saturdays from 6:00 a.m. to 2:00 p.m. MST. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Very bad too much time for pay the claim”

Helpful Report

Posted 3 years ago

Hi Felipe, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“I would never recommend Pets Best....rates rise dramatically (mine went up 30% (!!) this year and I have placed very few claims over the years) and the company takes well in excess of a month to process a claim. I would suggest to one and all to go elsewhere for pet health insurance, I got my most recent adoptee health insurance with another company.”

Helpful Report

Posted 3 years ago

Hi Kathy, thank you for sharing your thoughts as they are important to 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. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker and more efficiently. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Waiting 1-2 months for claims to be approved has been ridiculous. I'd give 0 stars if possible.”

Helpful Report

Posted 3 years ago

Hi Matt, thanks for your time and feedback. Rest assured your claim processing time is a top priority for us and we are continually working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Coverage is inconsistent; the same condition sometimes is covered and other times the claim is rejected. Processing time used to be short, but now takes forever. Pets Bets has the arrogance of disagreeing with the opinion of the vet who actually treated my dog for a specific condition just so that they can reject a claim.”

Helpful Report

Posted 3 years ago

Hi Marco, thank you for sharing your thoughts as they are important to us. We would be happy to review your concerns regarding your claim(s) with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“It took a very long time to review my claim, was not explained what was covered with the insurance. I was shocked with the little amount Im receiving compared to what I paid.”

Helpful Report

Posted 3 years ago

Hi Monica, thank you for sharing your thoughts as they are important to us. We would 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 using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“Horrible. My dog was scatched on eye by another dog. I took in to be sure cornea not damaged. Denied since history of dry eyes. Broken tooth removed, oral surgery denied. I'm canceling since having skin, even with injury is pre existing. What a absolute waste of money. I'm canceling and using the $154 a month toward surgery bills.”

Helpful Report

Posted 3 years ago

Hi Kathleen, thank you for sharing your thoughts as they are important to us. We are sorry to hear you’re thinking about canceling your policy. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I have had nothing but issues with this insurance company…from denying my claims which were covered under my premium, to lying about requesting documents from our local vets, which our vets told us “They never received any record requests”. I am currently still fighting with PetsBest to have them pay the nearly $6,500 after having to put my beloved dog to rest. At this point I am honestly thinking of filing a lawsuit because not only have I had to deal with the burden of loosing my pet, but I have also had to deal with the financial heartache as well due to this insurance company, that I thought had me covered. Seriously awful experience I’ve had with PetsBets.”

Helpful Report

Posted 3 years ago

Hi Daniel, thank you for sharing your thoughts as they are important to us. We are so sorry that your pet has passed as we understand that losing a pet is like losing a family member. We apologize as it sounds like you haven’t had a good experience. Rest assured your claim processing time is a top priority for us and we are working to process claims faster and more efficiently. 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 would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your weekend. – PF

Posted 3 years ago

“It’s like I don’t even have insurance, they barely cover anything even though I pay for the wellness and best benefit plan. They also took more than a month to complete a claim.”

Helpful Report

Posted 3 years ago

Hi Candice, thank you for your time and feedback. Rest assured your claim processing time is a top priority for us and we are working to process claims faster. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days, and wellness claims are processed within 15 days. 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 would be happy to review your coverage concerns with you as well. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your weekend. – PF

Posted 3 years ago

“The claims take way too long to process, over a month.”

Helpful Report

Posted 3 years ago

Hi Christina, thanks for your time and feedback. Make sure to keep an eye on your email, as we send you an Explanation of Benefits via email once your claim has completed processing. Rest assured your claim processing time is a top priority for us and we are working to process claims quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“We had our pet spayed and Pets best only covered $150 out of over $500 in cost. What a joke..... Not a happy customer 😒”

Helpful Report

Posted 3 years ago

Hello Eric, thank you for reaching out to us regarding your wellness coverage. 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 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. We apologize for any confusion this might have caused. Thank you for your time and have a wonderful rest of your day. – PF

Posted 3 years ago

“Canceling this policy . Every time I file a claim not only I have to wait 2 months but they often find excuses as to why I can’t be fully reimbursed.”

Helpful Report

Posted 3 years ago

Hello Francesca, thank you for reaching out to us. We are sorry to hear you are looking at canceling your policy as we would be sad to see you go. We would be happy to review your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

“I’ve paid close to $1800 in one year and when I finally start submitting claims, then the underwriting team says they are ALL preexisting claims. I didn’t know that running a lab test 2 months ago to determine if my dog has cancer was a preexisting claim. The vet in November decided to run a test because my dog’s paw got swollen out of nowhere. He developed a high protein deficiency on his paw, which the vet was scared that that could lead to cancer, so they had to run to lab tests. Not only my policy went up by $30/mo, but I wasn’t even paying for a wellness package. They now want me to appeal the claim which will take 30-40 days. HELL NO! At that point, they would have taken $340 in two months and still not reimbursed for anything. They won’t even pay for his allergy medicine which cost way cheaper than my monthly premium. I will not use this company on any future dogs.”

Helpful Report

Posted 3 years ago

Hi Diego, thank you for sharing your thoughts as they are important to us. We would be happy to review your concerns with you regarding your pet’s premium and claims processing. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website using your email address and chatting with an Agent. We look forward to hearing from you and hope you have a great rest of your day. – PF

Posted 3 years ago

Pets Best Insurance is rated 4.3 based on 28,930 reviews