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

“It’s nice to have the peace of mind having pet insurance. However. They claim quick processing, but it took well over a month to get our claim processed AND we got less than half of what we expected to get back. So overall? Not great. Probably switching companies.”

Helpful Report

Posted 3 years ago

Hi Brianna, thank you for sharing your thoughts as they are important to us. We are happy that having pet insurance gives you peace of mind, however, we are sad to hear that you are thinking about switching insurers. Rest assured, your claim processing time is a top priority for us, and we are working to process claims quicker and more efficiently. 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. You can find the wellness schedule by logging into your account at www.petsbest.com under My Pets and then Documents and Forms. To keep the wellness premium reasonable for our Policyholders, our wellness endorsements are not designed to fully cover all your pet's 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 inconvenience or confusion this might have caused. - PF

Posted 3 years ago

“Claim was submitted back in Nov 21. Just got an e-mail on Feb 1, 22 that my claim will be paid. Very slow in processing Claim. Said they needed more information from my vet in Dec 21. I called my Vet in Jan 22 to make sure they sent the information and they said Pets Best never called them. My Vet sent the whole file via e-mail the day I called. So somewhere along the line the "ball got dropped". Maybe next time things will go smoother and faster. I am glad I have pet insurance though!”

Helpful Report

Posted 3 years ago

Hi John, thank you for sharing your thoughts as they are important to us. Rest assured, your claim processing time is a top priority for us, and we are 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, as long as we receive your pet’s medical records in a timely manner. When we require your pet’s medical records, we send out a formal request to your veterinarian requesting them. Once we obtain your pet’s medical records, we keep them on file for future claims processing. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“The claims take an extremely long time to process. The price is also not the best. We'll be looking at other per insurance in the future.”

Helpful Report

Posted 3 years ago

Hi Irena, thank you for sharing your thoughts as they are important to us. We’re sorry to hear that you’re thinking about leaving 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 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

“I was having trouble getting in contact with the vets regarding a second bill that I had submitted and since we couldn't get them to send the info we needed I was denied the claim. Pets best didn't try very hard and now I'm out the money because the vet refuses to cooperate.”

Helpful Report

Posted 3 years ago

Hi Jacqueline, thank you for sharing your thoughts as they are important to us. We are sorry to hear that you’re having concerns with one of your claims processing. We would be happy to review your concerns with you and see what we can do to help. 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 1.5 months to get my claim worked out. Will switch to Trupanion next year (as my deductible for this year has already been spent here).”

Helpful Report

Posted 3 years ago

Hello Natalia, thank you for your time and feedback. We are sorry to hear you are looking at switching insurers as we would be sad to see you go. 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. – PF

Posted 3 years ago

“Good coverage, reasonable premiums , terrible claims handling and service. Took over 50 days to be reimbursed for a claim.”

Helpful Report

Posted 3 years ago

Hi Shelbi, thank you for your time and feedback. We are very happy that you feel we offer good coverage and reasonable premiums. 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. We apologize for any inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Pets best takes incredibly long to process claims.”

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Posted 3 years ago

Hi Katie, 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

“Claims are processed smoothly but barely covers anything and did not mention the automatic price increase as my dog gets older”

Helpful Report

Posted 3 years ago

Hello Niklas, thank you for reaching out to us regarding your coverage and your premium increase at renewal. When you receive an Explanation of Benefits for a claim from us, 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 as ineligible and it will tell you why in the Explanation section to the right. Keep in mind all Accident and Illness policies have a deductible to meet before reimbursing. 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. At your renewal is when we consider your pet to be a year older, so if there is an increase to your premium it usually happens at your renewal. 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. 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

“The time it takes to process a claim is terrible. It went from bad when I first got the policy to worse now. Uploading vet bills via the app is easy. Luckily, the vet bills have only been a few hundred dollars, so it has not put me out a terrible amount of money and nice to be eventually reimbursed for what's covered in the policy. God forbid it's ever something major, like my friend's $9000 vet bill though. Although the policy is very comprehensive, I am definitely starting the arduous task of exploring options with other companies.”

Helpful Report

Posted 3 years ago

Hi James, thanks for your time and feedback. We appreciate your positive feedback regarding the ease of using our app, and the comprehensiveness of our policies. We are sorry that you are looking at exploring other options as we would be sad to see you go. 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. Also, 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

“After taking more than a month to review the claim it was summarily denied.”

Helpful Report

Posted 3 years ago

Hi Philip, thanks for reaching out to us. Rest assured, your claim processing time is a top priority for us, and we are working to process your claim(s) quicker. Claims are processed in the order they are received. On average, medical claims are processed within 39-45 days. When you receive your Explanation of Benefits for your claim from us, make sure to see if any of the processing went toward your deductible or co-pay, because if any of it went to those amounts that means your claim was coverable. If a claim is denied or ineligible for coverage the Explanation of Benefits will show the amounts as ineligible and it will tell you why it was denied in the Explanation section to the right. Keep in mind all our Accident and Illness policies have a deductible to meet before reimbursing. We apologize for any confusion or inconvenience this has caused and thank you for your patience. – PF

Posted 3 years ago

“Two months to process a claim is inexcusable. You should be embarrassed. At this rate I'll finally get my reimbursement in 2023.”

Helpful Report

Posted 3 years ago

Hi Hollis, thanks for reaching out to us. Rest assured your claim processing time is a top priority for us and we are working to process your claim(s) 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 rates keep going up and it talkes a really long time to pay out claims”

Helpful Report

Posted 3 years ago

Hi Tracey, thank you for sharing your thoughts with us. Premium increases happen at your renewal. That’s when we take into account 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 working to process your claim(s) 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

“New to Pets Best; my initial opinion is that it takes SO long to process a claim and get reimbursed (6-8 weeks). Not happy with the response time.”

Helpful Report

Posted 3 years ago

Hi Nancy, thank you for sharing your thoughts, your opinion is important to us. Rest assured, your claim processing time is a top priority for us and we are working to process your claim(s) 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

“It took more than a month for my claims to be reviewed and settled. I enrolled with Pets Best on a recommendation based on their customer service, claims service, coverage - and speed with which they resolve and pay out their claims. A claim placed on 12/4/21 was resolved on 1/17/22 - and I continue to wait for the payment, 2 days later, even though I have added my bank direct deposit information into the app and my account. Very disappointing.”

Helpful Report

Posted 3 years ago

Hi, we thank you for your review. Claims are processed in the order in which they are received. On average, medical claims are processed within 39-45 days. We appreciate your patience.

Posted 3 years ago

“How to claim for a neuter, gastropexy, and a tooth removal. I was only reimbursed and the tooth removal addressed. My insurance actually covers the neuter up to $150. But that was not addressed. And it took a very long time for it to even be reviewed”

Helpful Report

Posted 3 years ago

Hi, thank you for your message. The gastropexy was not covered as we dont cover elective procedures. Our BestWellness covers a spay/neuter surgery up to $150 for the procedure. This information can be found on our website, your quote form prior to enrollment and the policy documents we emailed you after enrollment for your review. Have a good day.

Posted 3 years ago

“For "insurance" it doesn't cover much. It's cheaper for me to pay for emergency treatment out of pocket than to pay the annual premium for this insurance.”

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Posted 3 years ago

Hi, coverage is based on the plan you selected upon enrollment. If you want a plan that will cover more, we recommend speaking with a licensed agent to review your options. Have a good day.

Posted 3 years ago

“My only complaint is the absolutely horrific turn-around time on claims. They regularly take over a month to reimburse you.”

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Posted 3 years ago

Hi, we thank you for your review. Claims are processed in the order in which they are received. On average, medical claims are processed within 39-45 days. We appreciate your patience.

Posted 3 years ago

“The Pets Best insurance I selected has not approved my claims thusfar this year and indicates services provided are not covered under the policy. Why pay for insurance?”

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Posted 3 years ago

Hi, we will cover what the policy you selected to enroll in covers. If you would like to go over the benefits you enrolled in, give us a call.

Posted 3 years ago

“Compared to the PET INSURANCE I had for my last dog, I am not impressed with Best Pets health. It took me almost 2 months to get reimbursed for a claim. To me that’s unsatisfactory.”

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Posted 3 years ago

Hi, we thank you for your review. Claims are processed in the order in which they are received. On average, medical claims are processed within 39-45 days. We appreciate your patience.

Posted 3 years ago

“Very long turn around time”

Helpful Report

Posted 3 years ago

Hi, we thank you for your review. Claims are processed in the order in which they are received. On average, medical claims are processed within 39-45 days. We appreciate your patience.

Posted 3 years ago

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