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

“Long response time. Over one month to process a claim.”

Posted 4 years ago

Hi, 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 4 years ago

“I’ve been with Pets Best going on 5 yrs. My monthly premium is going up $39.00 more a month!!! Now going to be $145.30 a month, started out at $66.00. Yes, I do turn in claims monthly, but that’s what insurance is for. What irks me the most is the reimbursement time. Up to 40 days?! Totally unacceptable! As much as I pay per month, my account should be flagged and treated as a priority! Just so you know, I urge anyone I talk to to stay away from Pets Best!!”

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Posted 4 years ago

Hi, 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. 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 4 years ago

“They are taking a really long time getting back to me regarding my claims.”

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Posted 4 years ago

Hi, 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 4 years ago

“Customer service is weak or non-existent. Plan to sit on the hold for hours and maybe a human will answer the call. Email is no better. It takes several days to get a response and the response is usually automated. The claims process is not easy to use and slow to process. Submitting receipts for claims is a nightmare. Further, if multiple receipts are included in a claim, it is not easy to see which ones were actually processed. Overall, not satisfied with this company.”

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Posted 4 years ago

Hi, 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 4 years ago

“My claim was partially reviewed and reimbursed. I had attached two credit card statements explaining the amount spent but only one amount out of three was reviewed and processed. The claim status now shows processed even though it is partially processed.”

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Posted 4 years ago

Hi, please reach out to customer care directly so they can review your concern.

Posted 4 years ago

“Slow pay. Has not paid most of bills by saying not covered.”

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Posted 4 years ago

Hi William, if a claim is not covered we send you an explanation of benefits explaining the reason. If you disagree, you are welcome to file an appeal with supporting documents. Claims are processed based on the coverage you enroll in.

Posted 4 years ago

“Too long to process with no returns...paid more in fees..”

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Posted 4 years ago

Hi Sergio, we are sorry to hear your claim was not processed in your favor. We recommend you speak with customer care to gain a better understanding of the coverage you enrolled for your pet. We hope your pet is doing well.

Posted 4 years ago

“This insurance only makes financial sense if you need to spend thousands of dollars for medical care in a given year. Otherwise, it will cost you more than if you paid for standard wellness care and an occasional illness or accident yourself.”

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Posted 4 years ago

Hi, we actually have a lot of policy options to choose from. Our plans cover situations as minor as a skin rash to more serious issues like broken bones and cancer. We recommend reviewing the plan you enrolled in and deciding if you need to change to a more comprehensive plan option based on your coverage needs. Routine care for regular visits will always be an add on to our accident and illness policies.

Posted 4 years ago

“Not as pleased as I was hoping to be. The very first claim I submitted still hasn't been processed in nearly 30 days. I find that unacceptable. The company wants your premiums on time, yet choses to take their time in reimbursement. This doesn't build a great deal of faith. Unless something changes, I will be reviewing new insurance providers at renewal.”

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Posted 4 years ago

Hi, our claim processing time is actually 39-45 days. We appreciate your patience while we process your claim and will notify you if additional information is requested.

Posted 4 years ago

“So far I’ve made exactly one illness claim. They denied it as a pre-existing condition and I disputed their finding. That was March 2021. In July of 2021, my premium increased by about $50 per month. Today is August 18, 2021 and I see they just deposited $29.99 into my checking account. Now my girl actually has a problem and we need to see a specialist. I can’t wait to see how hard they struggle not to pay this time.”

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Posted 4 years ago

Hi, rates are not based on claims. Rates increase at renewal, which is every 12 months from enrollment, due to pet's age, breed, and cost of care in your area. You are welcome to review options through your customer portal or by giving us a call for lower monthly rates.

Posted 4 years ago

“I've had Pets best insurance now for 4 years and lately I'm very disappointed how long it takes to be refunded for bills submitted 30- 40 days is just ridiculous. People pay monthly for insurance on credit cards & debit cards and then have to wait for 35 days to get refunded is a bit much. Not sure why it's taking so long for refunds now. In the beginning it was maybe 2 weeks.”

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Posted 4 years ago

Hi Jennifer, we are working on quicker turnaround time for claims and appreciate your patience.

Posted 4 years ago

“I had heard good things about this health insurance for my pup. At the very end of my first year, my dog had an issue and had to be hospitalized. I submitted a claim and it’s been five weeks and haven’t heard anything back. I tried to call four times, use the chat bought on the website and app, and email. Phone wait times were up to an hour when I finally gave up. And never a response on the chat. Finally on my fourth time trying to call, I was connected to somebody who said they would help. The claim is still open with no action. I couldn’t in good conscience give my money to this company anymore with no way to reach them and really long action on claims when I don’t even know if they will pay out in the end. I would not recommend this company to anyone”

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Posted 4 years ago

Hi Michelle, claims typically take 39-45 days to process and these are processed in the order in which they are received. We see your claim was processed and paid in your favor. We are sorry to hear you cancelled your policy and wish you the best.

Posted 4 years ago

“Somewhat disappointed in the claims process. When you file a claim you select the illness type somehow it gets changed to an unrelated often times pre-existing conditions completely unrelated to actual illness (neurological to corneal ulcer) or when you enter the vet you received care from so they know where to get records then they close the claim because they can’t get your records from a vet unrelated to the treatment. Of my 18 claims - 4 had to be reopened and 4 are in appeals which takes months to review. It’s hard enough working a full time job, talking care of a sick pet, and spending hours on the phone with customer service and veterinary specialists to write letters on behalf of your pet to dispute a claim - when all the information is submitted. They will deny benefits because the vet doesn’t provide records using the wrong fax numbers or requesting from the wrong service - requiring you to be on the phone with customer service or your vet to send the records, helping update correct contact information in their database, and then have the claim reopened or appealed. It takes a lot of management, being on top of the explanation of benefit denial emails, and leg work ensuring the vets/specialists have appropriate documentation. Thankfully I have wonderful specialists who work with me knowing the issues I’ve had with insurance that they send me all the reports to send with my claims or review them before submission. Customer service is top notch - they are always friendly and helpful but have nothing to do with the claims process - and have scripted responses but all in all they are so nice for what they can and cannot say. PetsBest has a wonderful sales pitch as I was down to three companies. I was sold on their turn around for claims but unfortunately that has not been the case. It’s been a very difficult and daunting road to get reimbursed. When they sell - our insurance provides you piece of mind, so your pet can receive the best care without worry- is a stretch. I always say a prayer when I hit submit on a claim knowing it may cost me a lot of time appealing or being denied for an unrelated condition. I belong to a lot of organizations and groups and I often caution people on purchasing PetsBest because once you have insurance your stuck with that company for pre-existing and waiting period reasons.”

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Posted 4 years ago

Claims are processed with medical records from your vet. If a claim is determined to be pre-existing, its based on the notes we request from the veterinarian clinic. If you disagree with the claim decision, you are welcome to file an appeal with supporting documents. We hope your pet is doing well.

Posted 4 years ago

“I'm a little upset at the amount that was not covered to my puppies spay”

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Posted 4 years ago

Wellness payout limits are provided prior to enrollment so you can see if this plan will benefit you. 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

“I bought this insurance For a piece of mind for my dog. However I had to resubmit my claim due to the doctors writing in "doctors langauge" and I had to go back and forth to get a clear copy and breakdown. If this is the process I will be canceling because with everything going on with this covaid I'm trying to minimize unwanted visits.”

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Posted 4 years ago

Hi, we appreciate you resubmitting the required information per your policy contract so we can finish reviewing your claim. We are sorry to see you go and wish you the best.

Posted 4 years ago

“They did take forever to review your claim and they say oh you have to meet your deductible to get reimbursed but if you’re paying every month doesn’t that go towards your deductible apparently not because I met my deductible the following year when It renewed. Basically everything i did for my dog emergencies n etc we’re not covered. Yea I will be def changing waste money paying every month and nothing is covered for my dog.”

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Posted 4 years ago

Hi, correct. This is insurance and works like any other insurance company. Your premium is what you pay to carry the coverage for your pet. A deductible is the annual amount you must satisfy per year before reimbursement begins when you have a claim. So for example, let's assume that you select a plan with 90% reimbursement and a $250 deductible. Now assume your pet has a $1,000 vet bill. We would take the $1,000, multiply that by 90%, and then take off $250, leaving you with a reimbursement amount of $650. You can think of the other $350 as your co-pay. Once your deductible is met, we would simply multiply all future vet bills for the year by 90%. So, if you had another $1,000 vet bill in the same year, we would reimburse you $900.

Posted 4 years ago

“Processing of the claim takes too long. My claim was closed in spite of having sent in requested information and when I called to explain that the information requested had already been submitted they reopened my claim but I had to start from the very start of the claim process since they did not re-start the initial claim nor credited the process time already passed, therefore my claim took over a month and a half to get settled.”

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Posted 4 years ago

Hi, we are sorry to hear of your negative experience and appreciate your feedback.

Posted 4 years ago

“Wish I read more reviews before I went with Pets Best. I submitted a claim 3 weeks ago and there is no progress being shown. I try to call and I’m on hold for over an hour. The woman on the phone was not friendly at all. Don’t feel secure having insurance if there is a big expense. You have to lay out the money and not hear anything for weeks. I pay $100 monthly so I think I’m going to just cancel.”

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Posted 4 years ago

Hi, claim processing time can take 39-45 days and you dont need to wait on hold to check for a status. We will update your claim status on your portal and notify you directly if additional information is required. We appreciate your patience.

Posted 4 years ago

“Takes too long to process claims. Refuses to contact Vet's office to answer simple questions - insists you have vet respond in writing.”

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Posted 4 years ago

Hi, we need medical records to process claims and these do need to be sent to us so we can review them per your policy contract. We appreciate your patience.

Posted 4 years ago

“Processing time is very long. It advertised a quick 15 day turn around. It took almost 45 days. That is not quick. Don't call, you will be on hold forever; every time.”

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Posted 4 years ago

Hi Alejandro, we dont advertise 15 days for medical claims. 15 day claims are for wellness or routine care services. Medical claims on average take 39-45 days to process. You do not have to call and wait on hold for claim status, we update your claim information on your customer portal and we will contact you directly should we need additional information. We appreciate your patience.

Posted 4 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