Pets Best Insurance Reviews

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

4.3 Rating 28,062 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,062 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.

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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

“Took very long to respond and did not even cover/ pay for cost of well visit and routine shot. I understand if there are extra labs not in coverage but they flat out denied even routine visit charge as well. Thinking about finding a different insurance”

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Posted 1 year ago

“Not worth $110 monthly.”

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Posted 1 year ago

“Did not know I had such a larger deductsble, not happy and will shop around for a better lan”

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Posted 1 year ago

“Takes forever to process a claim and then they do it incorrectly. I have to follow up multiple times to fix it. Their underwriting will do their best to deny or reject claims in hopes that you will give him on reimbursements. Overall I’ve had a very mediocre experience at best.”

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Posted 1 year ago

“expensive monthly installment, reimbursements are extremely low compared to how much vet's usually charge for services and they take over a month to reimburse you the 20% (if you're lucky)”

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Posted 1 year ago

“The claim took one full month to process and to be reimbursed for services.”

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Posted 1 year ago

“Submitted a claim on May 1,2024 and I am still waiting on refund.”

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Posted 1 year ago

“You need to get more help resolving pet claims. Wait times to get reimbursed takes way to long”

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Posted 1 year ago

“Extremely frustrating to deal with.”

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Posted 1 year ago

“They are making it very difficult to get my reimbursement and are not paying for what they are supposed to.”

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Posted 1 year ago

“Took 1 month before they finally processed the claim. There was a lot of back and forth phone calls and they kept repeating the same information. Customer service was decent. The first phone call I made was not the best but every other after that has been good.”

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Posted 1 year ago

Hi Kaylee, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Seems ok so far. Have not had it long enough to get a true opinion.”

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Posted 1 year ago

Hi Valerie, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that, as a two-star review indicates a negative experience. If you’d like, we’d be happy to go over your 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“My claims are consistently not paid yet my mom’s claims get her hundreds of dollars back paid back. Our dogs had the same sickness recently and the only difference was my mom’s dog stayed overnight at the vet and my dog didn’t. She got back $500…. I got back $32. I feel my claims are disregarded and not evaluated unbiasedly.”

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Posted 1 year ago

Hi Jennifer, thanks for your time and feedback. We empathize with your frustrations around understanding the selected coverage. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. If you’d like to discuss the specifics of your claim, we're happy to assist. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“You really need to speed up your reimbursement times takes way too long”

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Posted 1 year ago

Hi Heather, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets best is very frustrating. The claim times never are consistent and always being delayed. The They could be so much better all around. Their claims processing times always are increasing and it seems like if you submit more then 1 claim after the first one each one after takes longer and longer to process. My last claim I had to reach out to customer service 4 times because it went so long without being processed. I got the same generic answers everytime, that there's nothing they can do. I got conflicting answers also stating it takes 30 days, now it's 42 days, and then saying they can expedite the claim after 30 days but some say the policy is that you have to wait 42 days for and escalation. The escalation takes 24-48 hours to process. So you make me wait 30-42 days and then all of a sudden can process my claim in 24-48 hours? Why can't you do this to begin with? My claim timeframe when submitted said 30 days maximum. Each customer service rep I talked to was cold, rude, annoyed attitude, and lazy. It seemed no one had any empathy, compassion or care to help. Every rep I talked to belongs in a different field. This involves pets and their health /wellbeing I never got such cold customer service from a company for animals. Every service with my dog goes above and beyond beside pets best. They treat it as your just a liability and number. You don't matter to them. They will raise your rates every year for no reason. My dog had no claims for over a year and a half and the rates still went up. I'm afraid of what my dogs renewal will be this year as it's kept going up. They have good coverage but the customer service, and claims processing times are horrible. It's always going up and every claim submitted I get delay emails. Their not complicated claims and all except 1 was low dollar amounts. I confirmed each time I contacted them that they had everything needed to process the claim and kept saying it's just waiting for someone to complete. I make sure when I submit my claims its as detailed as possible. I asked to escalate it and the reps kept telling me conflicting answers and never did. I waited 30 days for my EOB for a claim that was under $110. The way they make you wait on claims is terrible. Then the reps treat you badly and offer no help at all. Each rep gave wrong information and didn't help. Pets best will make you wait way past your expected claim processing deadline and offer absolutely no help except tell you to wait until it's processed with literally no time frame. It stressful, aggravating, frustrating, and incures more costs from expenses of having to pay out of pocket and waiting for the money back which is much longer then one credit card billing cycle causing interest to build. Pets Best really needs to work on claim processing or hire more competent people who can actually help or speed up the processes. I used telephone and live chat to contact.”

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Posted 1 year ago

Hi Tiffany, thank you for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Claims take a very long time to process. It is impossible to get in contact with anyone. The chat with a vet feature never works.”

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Posted 1 year ago

Hi Kristin, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Back down to 2 stars. Filed a claim for broken tooth extraction under accident. Without asking for further clarification from myself or the vet it was changed to wellness dental cleaning! Funny the claims that are for deductible or not fully paid are processed very quickly!”

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Posted 1 year ago

Hi Marcy, thanks for your time and feedback. We understand your concerns about your recent claim. If you’d like, we’d be happy to go over your claim and coverage concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Things were great before the pandemic but since then processing time for claims has been extremely slow.”

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Posted 1 year ago

Hi Christopher, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Seems you like to say everything is preexisting so no payment. I rescued a dog that was mistreated and lady said he had no medical problems. He has allergies and you pay nothing. Not happy with the insurance”

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Posted 1 year ago

Hi Jeanne, thanks for your time and feedback. We understand your concerns about pre-existing conditions. Unfortunately, in order to provide affordable coverage for our pet parents, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods is not covered by the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your concerns with you. However, we are unable to go over specific information here, so you’ll need to contact us either by phone or by chat, so we can verify your information 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Timeliness of claim processing is unacceptable.”

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Posted 1 year ago

Hi Mariann, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

Pets Best Insurance is rated 4.3 based on 28,062 reviews