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

“The first individual I dealt with at your office , left a very sour taste in my mouth . He was unprofessional,not respectful, no help whatsoever, was not concerned about my hearing impairment. Our conversation ended on a sour note . I had hoped to get guidance as to what I needed to do , he was more Robotic than helpful , instead I had to figure things out for myself . I will review all aspects of my encounter with your Insurance company. Billy W Thompson”

Helpful Report

Posted 2 years ago

Hi Billy, thanks for sharing your thoughts, as they are important to us. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We appreciate your time and feedback, as it helps us in working toward improving our customer satisfaction. We hope you have a good day. – PF

Posted 2 years ago

“Wellness claims seem to be processed within a reasonable time but insurance claims seem to take way longer than I thought it would take when I enrolled in Pets Best. When asked if the claim could be expedited I'm told it has to be 45 days before they can even submit a request to expedite the claim. If a customer calls to express that they are unhappy and considering canceling their policy one would think you would want to expedite or flag my request. That has not shown to be true.”

Helpful Report

Posted 2 years ago

Hi John, thanks for your time and feedback. We regret to hear that you’re unhappy and you’re considering canceling your pet’s policy. 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I already canceled my policy. Too many problemas with claims.”

Helpful Report

Posted 2 years ago

Hi Eliana, thanks for your time and feedback. We regret to hear that you’ve canceled your policy. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If we can be of future assistance, please don’t hesitate to reach out to us. We hope you have a good day. - PF

Posted 2 years ago

“Honestly, I changed insurance companies for my dog and my mom's dog because the policy rates doubled. Having said that, I feel that reimbursement isn't that good with Pets Best I am not sure how much longer I will continue their current coverage plan for both my dogs as well as my mom's dog. I wish I would have researched further before committing.”

Helpful Report

Posted 2 years ago

Hi Robert, thanks for your time and feedback. We regret to hear that you’re not sure how much longer you will continue the current coverage plan for both your dogs, as well as your mom’s dog. 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. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. Policyholders can request to 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. If you’d like, we’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“You don't pay any of my claims. My prior insurance was far superior. I made an expensive mistake with Progressive”

Helpful Report

Posted 2 years ago

Hi Susan, thanks for your time and feedback. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 icon. 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 good day. – PF

Posted 2 years ago

“Policy was for senior cat, whose original owner had passed away. Claim response was very slow, and almost every claim was denied. Conditions were regarded as ore-existent even if they were newly diagnosed. I felt like I had enrolled with a bad faith insurance company. I used to have PetPlan and I was very happy with it. Unfortunately, they did not have a good policy for a senior cat, and Pet’s Best appeared to offer more and for a lower premium. And it was recommended. But I soon found myself feeling frustrated and cheated. For starters, the phone app didn’t work. Then I got one denial after another. Amazingly, the company refused to cover a dental, simply because the cat hadn’t had one in the past. I guess the idea was to not pick up the slack after an owner’s negligence, but why should I be penalized for a previous owner’s inaction? And why should the cat be penalized if the procedure was otherwise unaffordable?Seemed like money grubbing to me. Find any excuse to not pay out. Thankfully, the policy was in place before the cat developed kidney disease. So I did end up getting paid for some of those expenses. But for the most part, this insurance policy’s was almost like having no insurance at all. I wish I could have stayed with PetPlan. If I get another cat, I will use a different insurance company. I will also not adopt a senior pet again, partially because of my experience with Pets Best.”

Helpful Report

Posted 2 years ago

Hi Roberta, thanks for your time and feedback. We regret to hear that you wouldn’t adopt a senior pet again, partially due to your experience with us. You’re welcome to reach out to our Customer Care Team if you’d like to go over your concerns with us, as we’d be happy to help. However, we are unable to go over specific information here, so we’d need you to contact us either by phone or by chat so we can access your policy and verify it with you 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 icon. 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 good day. – PF

Posted 2 years ago

“Horrible service, when and if I do get reimbursed it takes over 5 weeks and I am not sure why am not getting reimbursed for visits if i have exceeded my deductible. will be canceling very disappointed”

Helpful Report

Posted 2 years ago

Hi Rose, thanks for your time and feedback. We regret to hear that you’re very disappointed and will be canceling your pet’s policy. We’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“Terrible coverage. Even the most basic wellness stuff won't be covered because they'll claim there's a "preexisting condition" that isn't covered, even for just an annual exam! Canceling my coverage asap.”

Helpful Report

Posted 2 years ago

Hi Lucia, thanks for your time and feedback. We regret to hear you’re canceling your pet’s policy. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 icon. 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 good day. – PF

Posted 2 years ago

“If I could leave a minus 5 stars I would. This Insurance is garbage. Bought a wellness plan spent $ 700+ dollars at Vet after 2 months my Reinbursement was $ 50.00. Canceling this Garbage. You should be ashamed of yourself.”

Helpful Report

Posted 2 years ago

Hi Roger, thanks for your time and feedback. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“Been filed a claim a few months ago and still nothing. This will be the last year I use this insurance company as it has been horrible for me to file and get my money back. I will be looking for another insurance company”

Helpful Report

Posted 2 years ago

Hi Mandi, thanks for your time and feedback. We regret to hear that you’re looking for another insurance company for your pet. 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you’d like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“I'm not impressed at all, more disappointed. My dog had a urinary tract infection and they didn't cover the illness visit stating it was an undiagnosed urinary condition. What's undiagnosed!? Nothing. The vet gave her antibiotics and it went away. I plan on canceling.”

Helpful Report

Posted 2 years ago

Hi Amber, thanks for your time and feedback. We regret to hear that you’re disappointed and are planning to cancel your pet’s insurance. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 icon. 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 good day. – PF

Posted 2 years ago

“The customer service is horrible, they can take however long they want to reimburse you, the behind-the-scenes work is shoddy, and they really do not care about their customers or their customers' fur babies. In customer service, I have called a total of 13 times since January 22nd, 2023. Today is April 15, 2023. Out of those 13 times, only 3 were kind, and out of those 3, only 2 were helpful. The other 10 were unkind AND unhelpful. I have even been hung up on, and this is obviously an issue starting from the top down, as most of the customer service reps have straight up lied to me. Originally, I was told that the average reimbursement time was 2 weeks. Then when 2 weeks passed and I called, I was told they have 30 days. When 30 days passed and I called, I was told they actually have 40 days. Then when 40 days passed and I called, I was told they have 42 days. Then when 42 days came and I called, I was told that is just an estimate and there is no guarantee on how much time it could take, and it could be months. I am also still waiting on a decision for a reimbursement requested 45 days ago, but the records from the vet to approve this reimbursement were not even requested until 3 days ago. And it takes 5-10 business days for the reimbursements to actually go through their processing and get into your account, so now that is another 2 weeks you have to wait after your reimbursement decision is even made. And the kicker...they will not speed up the process for you in emergency cases. My sweet baby girl doggy got a herniated disc in January and I spent almost $4,000 to get her diagnosed with IVDD and treated. In mid February, when my baby started POOPING PURE BLOOD AND MUCUS AND HAD TO BE EMERGENCY HOSPITALIZED AND TREATED FOR 3 DAYS AND 2 NIGHTS (now we know it is because she has IBD), I called customer service to ask if they could please speed up the reimbursement because I had spent all my money on getting her IVDD diagnosed and treated, and I could not even afford my rent at that point, but that my dog would die if they could not get me my reimbursement. I was basically told, "Sorry, but there's nothing we can do." [I was able to borrow money from a friend and that is why my baby is alive today.] I will NEVER get PetsBest for any future animals. From now on, knowing what I know about the shady pet insurance world, I would only ever get an insurance company that pays direct to vet, and those exist. TL;DR: PETSBEST IS HORRIBLE and you should find a pet insurance that will pay direct to vet, because it is worth it.”

Helpful Report

Posted 2 years ago

Hi Sterling, thanks for your time and feedback. We regret to hear that your dog had a herniated disc in January, and then had to be hospitalized in February. We hope she’s feeling better. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, generally take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. When we send out an Explanation of Benefits, if it shows 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 do have a Vet Direct Pay option available for our Policyholders, where once the services are rendered the Policyholder can submit the Veterinarian Reimbursement Release Form along with their itemized invoice to us as a claim for processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder, and we do not have a network or list of Veterinarians who are willing to sign the form. The Veterinarian Reimbursement Release Form is not a guarantee of benefit as we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and review. There is still claim processing time involved, which is the same amount of time that we mentioned previously, so the Veterinarian must be willing to accept a delay in reimbursement, if the condition is coverable. We apologize for any inconvenience this may have caused and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“Weeks of no communication after claims filed.”

Helpful Report

Posted 2 years ago

Hi Lauren, 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and appreciate your patience. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“This company is a total ripoff- DO NOT do business with them - THEY ARE CROOKS”

Helpful Report

Posted 2 years ago

Hi Jonathan & Nazy, thanks for your time and feedback. If you’d like, you can contact our Customer Care Team to go over your concerns 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 icon. 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 good day. – PF

Posted 2 years ago

“I'll make this short and sweet. This was the first time I've had to use my pet insurance for anything significant. My 9-year-old dog had a tumor in his leg; I took him in to get surgery, paid over $900, and submitted all of the required documentation. Pets Best (it's hard not to laugh now at them calling themselves that). They took over two months to give me my "explanation of benefits" EOB, which told me they weren't covering anything. Awesome. I'm so glad that I've been paying monthly for absolutely NOTHING! Needless to say, I would have been better off saving their monthly fees. I would STRONGLY NOT RECOMMEND.”

Helpful Report

Posted 2 years ago

Hi Emily, 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may have caused and appreciate your patience. 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. If you’d like, we’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“Stay far away from this company. I have had to correct and appeal almost every claim and every thing takes ages to get reviewed. The basis of several of my claims are still dependent on an appeal and that is not taken into consideration before denying them and extending this whole process. I am highly disappointed in them and would not recommend.”

Helpful Report

Posted 2 years ago

Hi Ashley, thanks for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. Unfortunately, we cannot guarantee specific conditions will be covered in the future. Once an appeal is submitted, all of your pet’s medical records will be reviewed to determine if the condition(s) will continue to be excluded. We apologize for any inconvenience this may cause and appreciate your patience. We hope you have a good day. – PF

Posted 2 years ago

“Very disappointed with the very little amount of reimbursement I received for the expenses related to my dog's injury care.”

Helpful Report

Posted 2 years ago

Hi Margaret, thanks for your time and feedback. 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 Declaration Page and Policy Information under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“Our claims take weeks to go through and the coverage is minimal. Look elsewhere for pet insurance.”

Helpful Report

Posted 2 years ago

Hi Linda, 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. We apologize for any inconvenience this may cause and appreciate your patience. If you’d like, we’d be happy to go over your claims and 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 icon. 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 good day. – PF

Posted 2 years ago

“Wellness checks they claim to cover 100% aren't covered 100%. Feel ripped off!”

Helpful Report

Posted 2 years ago

Hi Kimberly, thanks for your time and feedback. We regret to hear that you feel ripped off. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. To keep the additional premium for the Wellness Endorsements reasonable for our Policyholders, they are not designed to fully cover all your 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your claims 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 icon. 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 good day. – PF

Posted 2 years ago

“I have been very unimpressed with PetsBest customer service and timeliness. My claims have gone unanswered for weeks past the amount of time they told me it would take to process them. I tried emailing and calling but got no response. I have had to contact the Better Business Bureau multiple times to get any type of response from the company. They refused to cover some of the tests run on my pet saying they were related to a pre-existing condition when the documentation submitted clearly showed it was not. Recently I finally got a claim processed where they actually covered what I paid them to cover. It did take almost double the time they told me when I initially filed the claim. I also had to get BBB invovled and contact them multiple times for it to be processed. Overall, I have been very disappointed with how they treat their customers.”

Helpful Report

Posted 2 years ago

Hi Kaia, 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. 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. Claims take an average of up to 15 days to be completed. However, more complex cases, depending on if additional information is needed, take up to 42 days currently. If you would like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 icon. 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 good day. – PF

Posted 2 years ago

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

Pets Best Insurance Reviews