Pets Best Insurance Reviews

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

4.3 Rating 28,374 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,374 reviews

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

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.

Visit Website

Phone:

1-877-738-7237

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Claim processing is glacial and proactive updates are not provided; communication is poor. Mobile app usability, chat, and phone support are all lacking.”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. Claims are processed in the order in which they are received and on average can take 39-45 days to process.

Posted 3 years ago

“I've always raved about Pets Best in the past, but it seems they've added too many customers to keep up the same level of quality that made them special. In the past, I could expect claims to be processed in less than 2 weeks time. Recently, a straightforward claim took 39 days. They explained that were trying to increase staff to handle the increased number of customers and claims. I might believe them, however they told me the same thing 1 year ago when my claim took over 3 weeks to process. Unless things improve, I can no longer recommend Pets Best.”

Helpful Report

Posted 3 years ago

Hi, we understand and appreciate your feedback. Claims are processed in the order in which they are received and on average can take 39-45 days to process.

Posted 3 years ago

“So far my experience has been just ok. For one of my pets they’ve covered everything that has come up, for the other it seems like any excuse to not cover an item and it’s rejected.”

Helpful Report

Posted 4 years ago

Hi Devin, claims are processed with your pet's medical records from the vet clinic. If you disagree on a claim decision, you are welcome to file an appeal with supporting documents.

Posted 3 years ago

“It takes way too long for them to adjust a claim. One month feels unacceptable to me”

Helpful Report

Posted 4 years ago

Hi Laurie, we appreciate your patience while we work on quicker turnaround time for claims. Currently we ask that you allow 39-45 days for processing.

Posted 3 years ago

“My pets have been insured with Pets Best for about 15 years. I was always impressed by their quick response via email and availability to contact on the telephone. I understand Covid has unfortunately affected every business in many ways. But it's also affected clients. I waited over a month to receive the explanation of visit claim for my cat's $1000 emergency visit. I attempted to call Pets Best twice, but after waiting 20 minutes had to hang up. How difficult is it to have an answering machine, and have agent call the next day?”

Helpful Report

Posted 4 years ago

Hi Jennifer, we currently have over 400,000 members which is a significant growth since the company started in 2005. Hold time to speak to a representative will now be longer than they were 15 years ago, same with claim processing time and email response time. We appreciate your patience and value your business since 2007.

Posted 3 years ago

“Incredibly long turn around time... almost 2 months. So many “work arounds” to not cover things. I keep it around in case of emergencies, but it’s essentially useless for the typical dog vet visit “stuff.””

Helpful Report

Posted 4 years ago

Hi, claim processing time is currently 15-39 days depending on the claim. We appreciate your patience.

Posted 4 years ago

“IT TOOK A VERY LONG TIME TO GET OUR DOGS VET EXPENSES REVIEWED AND A EOB [ A MONTH ] AND DISSAPPOINTED SO LITTLE WAS COVERED CONSIDERING OUR $58.00 A MONTH PREMIUM---NO COVERAGE ON HER YEARLY PHYSICAL, NO COVERAGE ON MEDS, NO DENTAL COVERAGE, NO COVERAGE ON HEART WORM EXAM. OUT OF ABOUT $1,300.00 IN EXPENSES AFTER OUR DEDUCTIBLE WE RECEIVED ABIUT $120.00”

Helpful Report

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

“Poor coverage. Less than $10 on a $500 bill means way too high of a deductible for nearly $100 per month of a premium. While your interface is smooth and easy- this coverage is sub par. I’m shopping for a new provider.”

Helpful Report

Posted 4 years ago

Hi, you actually select the deductible upon enrollment. If you would like a lower deductible such as a $100 you will need to cancel the current policy and start over. Give us a call and we can go over your options.

Posted 4 years ago

“The price continues to go up and the processing of claims is not at all what is advertised. It took about 2 months to have my claim processed and I have to continually call customer service to ensure they receive the claim. My vet clinic CCs me now on every email so it doesn't become a game of phone tag every time they submit a claim.”

Helpful Report

Posted 4 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.

Posted 4 years ago

“Website/account and submitting a claim is easy. Giving 2 stars because my dog had a $900+ tooth extraction surgery because she had broken her front teeth from biting on her crate. The surgery ended up not being covered at all because of some stipulation in the explanation of benefits stating that to be covered she would have needed to have her teeth cleaned at least 6 months prior. We had not even had our dog for 6 months yet and the need for the tooth extraction was not due to lack of teeth cleaning.”

Helpful Report

Posted 4 years ago

Hi, Our periodontal coverage essentially works like this: From age 0 to age two, there is no teeth-cleaning requirement in order to have periodontal coverage. In other words, as long as periodontal disease is not pre-existing to the policy when your pet is age 0 to age two, your pet is not required to have a teeth cleaning to have periodontal coverage. For pets aged 3+, Pets Best will verify with your vet a teeth cleaning was done in the previous 13 months. As long as that teeth cleaning comes through with no signs or symptoms of periodontal disease, your pet will have coverage if this develops. This cleaning must be done under general anesthesia. Additionally, any pre-existing periodontal disease will not be eligible for coverage under our policy. Your pet must be free of all dental disease at time of sign up.

Posted 3 years ago

“good coverage but awful time frame. takes over a month to pay a claim!”

Helpful Report

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 3 years ago

“Too slow processing claims”

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Posted 4 years ago

“Pet insurance is a scam. For the amount of need for the insurance and the little amount that actually gets covered, prices should be way cheaper. We spend way more money on the monthly fee than we ever get reimbursed. It’s ridiculous that flea/tick and heart worm medication only gets covered once a year when it’s a medication that’s needed year round for dogs. For the amount that we pay in every month we should get more medication coverage than what is offered. The only thing we have gotten good reimbursement on is our dogs spay surgery which only happens once. I will be canceling my policy.”

Helpful Report

Posted 4 years ago

“I have two dogs. One of my dogs, the claims process quickly however, my other dog I have 2 pending claims with one being 30 days old. The representative on the phone stated the the reason is that two different representatives processed the claim submitted on both dogs at the same time, but it would be processed in the next couple days. Well that was 2 weeks ago and the claim is still pending. My one dog has had claims submitted and processed after the second dog, but my second dog cant seem to get claims processed. Also the payment is very slow to be reimbursed. So far, I have payed alot of money for these 2 policies, and have had little follow through from this company. After 30 days for one claim and a second claim going on 2 weeks now, but nothing has been processed for one dog, yet all my claims have been processed for the other dog, this makes absolutely no sense to me. I also have a pending payment due to me July 2, but have yet to receive that. The claim submitted for one dog on June 25, and EOB claims that I should be sent a payment July 2, but no payment. Yet the two claims pending for my other dog were before June 25. I will not likely be purchasing this insurance in the future.”

Helpful Report

Posted 4 years ago

“Prompt service of claim but explanation of benefits denied was not clear.”

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Posted 4 years ago

“Pets Best will attract you with a low rate, so beware if you are needing timely service, because that is not something they are good at. I've literally waited for 45 mins to an hour MULTIPLE times, just trying to reach someone. Sometimes they will hang up on you, and you end up recalling and waiting again. They are NOT fast with claim resolution. I have had 3 claims and they all took over a month to even be processed. They sent a check on one, but I waited 7 weeks. If you are looking for good customer care and prompt service, go elsewhere.”

Helpful Report

Posted 4 years ago

“i cant believe it takes form june 1 2021 to find what my reimbursement is and as of july3 i still don't know what my refund is yet”

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Posted 4 years ago

“The claims process took extremely way too long. The total vet bill was $500. I still have not been reimbursed, and pets best is offering less than half the total bill. I am currently looking for better insurance.”

Helpful Report

Posted 4 years ago

“The processing times for claims is way too long. No one answers the phone when you call.”

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Posted 4 years ago

“Need to decrease your claim processing time to 2-5 day max. Other Pet insurances have 90 minute claim processing time.”

Helpful Report

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,374 reviews