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

“Handled things professionally.”

Posted 2 years ago

Hi Dawn, thanks for your time and feedback. We’re glad to hear that you feel we handled things professionally. If you have any concerns, we’d be happy to go over them with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“My recent claim had a eye medication that was denied after Pet’s Best has approved the medication at least twice before. I wish the reviewer had considered all of the information. It’s discouraging.”

Helpful Report

Posted 2 years ago

Hi Debby, thanks for your time and feedback. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“While I still consider PetsBest to be one of the better insurance providers for dogs, I think claim processing could be better. Recently my claims have been rejected (for lack of a better word) because of missing documents. So, I upload the very same documents that I had previously uploaded -literally, the same files and then the claim is accepted and processing begins. Not sure what that's about but it's inconvenient. Not to mention, if you do not follow-up on your claims and they've 'rejected' them, and you don't update/correct it, it'll eventually time out and that's the last you hear of it, ie, no reimbursement will be made.”

Helpful Report

Posted 2 years ago

Hi Zohreh, thanks for reaching out to us. We’re glad to hear you consider us to be one of the better insurance providers for dogs. To process a claim we require the itemized invoice showing your pet’s name, a breakdown of the services that were done for your pet, along with each service’s associated charge, and proof of payment to the veterinarian for the full amount of the services on the invoice. If any of this information is missing or covered up by a credit card receipt, it can cause the claim’s submitted information to be incomplete. After an appropriate time, if we don’t receive an update to the claims submitted information, we close the claim. If we close the claim, the Policyholder can submit the claim again with all of the required information for processing. We only allow Policyholders to update a claim via their account if we’re having an issue with the information provided for the claim. Update a claim can be found in your account under Claim Center in these instances. Otherwise, you can update a claim via email by sending the information to claims@petsbest.com and putting the claim number in the subject header of the email for filing purposes. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“The past number of years claims have taken in excessive amount of time to process. Each year premiums go up between 20% and 40% regardless of pets health Shirley based on age. Making the insurance eventually uneconomical, it makes more sense just to pay the vet bill.”

Helpful Report

Posted 2 years ago

Hi Elizabeth, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be 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. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like us to go over your options with you, you’re welcome to reach out to us, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“The pros are: great explanations of what is paid, covered, etc. Very affordable, especially for older animals. Great coverage and different levels or deductibles. Cons: They take, and have taken, forever with every claim submitted. Small or big, you can count on it taking at least 30+ days to get a response and then, depending on your bank, another few days to get your money. There is also no email to communicate with them, you actually have to call them, which is annoying given they have an app! Finally, updating claims is not user-friendly at all.”

Helpful Report

Posted 2 years ago

Hi Karla, thanks for your time and feedback. We’re happy to hear you that like our Explanation of Benefits that we send to you after your claim is processed, that you feel we are very affordable (especially for older pets), and that you feel we offer great coverage and different levels or deductibles. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. When we send out an Explanation of Benefits, if it shows there’s a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for a claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this has caused and thank you for your patience. We only allow Policyholders to update a claim via their account if we’re having an issue with the information provided for the claim. Update a claim can be found in your account under Claim Center in these instances. Otherwise, you can update a claim via email by sending it to claims@petsbest.com and putting the claim number in the subject header of the email for filing purposes. Policyholders can communicate with us via email, chat, or by phone. Our Customer Care Team’s email address is customercare@petsbest.com. You can also contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Takes too long to process claims and payments after processed. Still waiting for payment on a claim that was processed.”

Helpful Report

Posted 2 years ago

Hi Jessica, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. When we send out an Explanation of Benefits, if it shows there’s a reimbursement for the claim, the first page of the Explanation of Benefits advises how the reimbursement will be sent, via claim check or direct deposit. The Explanation of Benefits also advises to allow 5 to 7 days for the claim check to arrive, or if the Policyholder has signed up for direct deposit to allow 5 to 7 days for bank processing time. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“Pretty good with responses, but website and app are very hard to navigate. I tried to see the plan I’m on for my dog and it took way too long to fine the screen that told me it wouldn’t pay for his neuter.”

Helpful Report

Posted 2 years ago

Hi Carrie, thanks for your time and feedback. We regret you’re finding our website and app to be very hard to navigate. Our Best Wellness endorsement is the only place where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to Essential Wellness or doesn’t subscribe to a wellness endorsement, there would be no coverage for a Spay or Neuter on their policy, as they are a direct exclusion of our Accident and Illness policy. Policyholders can request add, change or remove the wellness endorsement within 30 days prior to their renewal (anniversary date with us) for the effective date of their renewal, or within 30 days after their renewal for the effective date of their renewal, as long as they haven’t taken their pet to the veterinarian from their renewal date to the date they make the request. You can find your Declaration page, policy documents and wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your coverage concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Seems to take longer and longer each time for a review of submission. Also, rising cost due to spending and or age does not see accurate at times.”

Helpful Report

Posted 2 years ago

Hi Stephanie, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be 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. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. Policyholders can review options to reduce their premium by logging into their account on our website at www.petsbest.com and going to the Benefits button under their pet’s name. If you’d like us to go over your options with you, you’re welcome to reach out to us, we’d be happy to help. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I gave three stars because the claim was responded clearly and in the timely manned. However the customer agent made me disappointed. I called the customer service to inquiry my policy before using the insurance but the agent was VERY VERY unreliable. I asked her to explain the policy for me but her answer was pretty blurred, and she asked me to submit the claim. I guess all insurance companies will explain their policy to their customers when we are using it instead of asking us to submit the claim and waiting for the result. Very irresponsible.”

Helpful Report

Posted 2 years ago

Hi Wesley, thanks for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. Keep in mind all Accident and Illness policies have a Policyholder chosen per pet co-pay and deductible that must be met before reimbursing on eligible claims. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. You can find your policy documents under Documents and Forms in your account on our website. We’d be happy to go over your concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“We've been insured with PetsBest since early 2020, 2 dogs. So, we have some history to draw upon: claims are slow to process, but, once processed, reimbursement if warranted is quick. I'm always dissatisfied with their EOBs, the rationales behind why something doesn't get reimbursed. The customer support CHAT reps are knowledgeable and helpful. But, after 2 years, we're shopping around for plans that have a rep for faster claims service and preferred benefits.”

Helpful Report

Posted 2 years ago

Hi Deidre, thanks for your time and feedback. We regret to hear you’re shopping around for another pet insurance provider. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“It takes way too long to be reimbursed.”

Helpful Report

Posted 2 years ago

Hi Gail, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I'm not being reimbursed for procedures for my second dog as I was for my first dog”

Helpful Report

Posted 2 years ago

Hi Daphne, thanks for your time and feedback. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Took a long time to get my payment and didn’t get very much of my $500 bill covered.”

Helpful Report

Posted 2 years ago

Hi Pamela, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Showing improvement on response time on claims at last. Comparable in price to other pet health coverage.”

Helpful Report

Posted 2 years ago

Hi Mary, thanks for your time and feedback. We’re glad you are seeing improvement on our claim response time, and that you feel we’re comparable in price to other pet health coverage plans. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“It is good to have pet insurance I would just do more research on who you chose. Petsbest seemed good since my mother has it for our family pet as well. The first claim was processed quickly. However, they are still processing two other claims placed and all I receive is an email stating sorry they are delayed. That was about 1-2 weeks ago. I since have an additional claim placed and about to see the vet again. They are very slow in processing things.”

Helpful Report

Posted 2 years ago

Hi Rafael, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“Claims are taking too long to process and mistakes are increasing.”

Helpful Report

Posted 2 years ago

Hi Wendy, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. We understand your concern for first-time accurate claims processing and apologize if you didn’t experience that on your claim. We are so glad you’ve contacted Customer Care and brought your claim to our attention so we could review your concerns. On average, claim reviews are processed within 30 business days. Once your claim review is processed, you’ll either receive a phone call, email, or Explanation of Benefits via email from us regarding your claim review determination. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day.- PF

Posted 2 years ago

“Good reimbursement but takes a long time. Challenging hoops to jump thru re itemization on vet receipt.”

Helpful Report

Posted 2 years ago

Hi Maxine, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days currently. To process a claim, we require an itemized invoice showing proof of payment for the total amount on the invoice. We’d be happy to go over your claim concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I think pets best is great for coverage but the claims take so long to pay out. Every claim I’ve submitted has been followed up by a “sorry for the delay in processing” email 2 weeks later”

Helpful Report

Posted 2 years ago

Hi Erin, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“Very slow reimbursement time Not happy 😡”

Helpful Report

Posted 2 years ago

Hi Paul, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Claims are processed in the order they’re received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there’s a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I didn't realize I uploaded the wrong file for one of my bills. It would have been nice to be notified it wasn't a bill. Like a QA step or something. Other than that it is easy and visible”

Helpful Report

Posted 2 years ago

Hi Cherie, thank you for your time and feedback. We are happy you found your claim submittal to be easy and visible. We’d be happy to go over your claim concerns with you. However, we’d need you to contact us either by phone or by chat so we can access your policy and verify it on a recorded line. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We'll be closed on 01/02/23 in observance of the New Year’s Holiday. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 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

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