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

“I feel 4-6 wks for claims to be reviewed or longer are ridiculous. It’s amazing how when there’s no payment to go out you get the claim back faster. There should be a max of all claims reviewed in 7-10 days so reimbursements are processed within 20-30 days. Families that need to pay on their credit cards should not be penalized with paying interests.”

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Posted 1 year ago

Hi Christopher, 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 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. - AS

Posted 1 year ago

“Pets Best is great at paying your claims, but they don't pay much”

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Posted 1 year ago

Hi John, 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. If you’d like, we’d be happy to go over your claim 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 and clicking on the blue chat 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 further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“For the amount I pay monthly should reimburse more and a lot quicker.”

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Posted 1 year ago

Hi Heather, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We thank you for your patience and hope you have a good day. -AS

Posted 1 year ago

“Covers well, takes a very long time to be reimbursed.”

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Posted 1 year ago

Hi Alexis, thank you for sharing your thoughts. We're glad to hear you're happy with the coverage. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We hope you have a good day. -AS

Posted 1 year ago

“Great insurance but slow to pay”

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Posted 1 year ago

Hi Julie, thank you for your time and feedback. We're happy to hear you think the coverage is great. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We thank you for your patience and hope you have a good day. -AS

Posted 1 year ago

“Well other than it taking over 3 months to get my money back I guess it’s ok. Hopefully we won’t need it again and our boy will stay healthy.”

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Posted 1 year ago

Hi Judy, 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 take an average of up to 15 days to be completed, however, more complex cases can take up to 42 days, currently. We apologize for any inconvenience this may cause and thank you for your patience. We hope you have a good day. - AS

Posted 1 year ago

“The Automated process was encouraging at first, but the processing time is not.”

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Posted 1 year ago

Hi Vincent, we appreciate 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 1 year ago

“Long claims processing times 28-30+ days, but easy app/website to use and i like that i can use my own vet”

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Posted 1 year ago

Hi Sara, we appreciate your time and feedback. We’re glad to hear you find our app/website easy to use, and you like that you can use your own vet. 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 and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. 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 the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 1 year ago

“They take a long time to process claims and they rarely cover over half of my vet bills. I thought I had the highest level of the pet wellness coverage and they don’t cover much of the wellness.”

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Posted 1 year ago

Hi Amelia, 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 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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 would 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 claim(s) 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 chat 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 1 year ago

“Pet best should cover a portion of prescription foods. I also think it should cover part of the spay and neuter because that is a wellness procedure that keeps pets healthy over a lifetime.”

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Posted 1 year ago

Hi Courtney, thanks for sharing your thoughts as they’re important to us. To keep the premium more affordable for our Policyholders, prescription food or food of any kind is not covered by any of our policies, as it’s directly excluded. To have benefit for a Spay or Neuter, a Policyholder must subscribe to our BestWellness endorsement on their pet’s policy, as it’s the only endorsement where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to EssentialWellness or doesn’t subscribe to a wellness endorsement at all on their pet's policy, there would be no coverage for a Spay or Neuter, as they’re a direct exclusion of our Accident and Illness policy. 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 the pet in a policy year. You can find the Wellness Schedule under Documents and Forms in your account on our website. If you’d like, we’d be happy to go over your 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat 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 1 year ago

“The insurance is pretty good. It’s just takes forever for them to do a clame I filed one August 1. It is now September 1. I’m still waiting for a check. So I use my credit card to pay the bill and on top of that now I have to pay interest on the payment.”

Helpful Report

Posted 1 year ago

Hi Alan, we appreciate 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, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email. If the Explanation of Benefits shows a reimbursement for the claim, the first page of the Explanation of Benefits shows how the reimbursement will be sent, via claim check or direct deposit. It also states 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 may cause and thank you for your patience. We hope you have a good day. – PF

Posted 1 year ago

“I like the pet insurance you offer very much but not happy with the fact it’s taking 4-5 weeks to process a claim right now. Even when you did process my claim this spring it took another full week for the money to show up in my checking account. Your competitors process claims faster.”

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Posted 1 year ago

Hi David, we appreciate your time and feedback. We’re glad to hear you like the pet insurance we offer. 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 and take an average of 15 days to be completed. However, more complex cases can 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 the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 1 year ago

“I have insurance with a different company for another pet and I prefer that company for fast claim service and ease of filing claims. Their customer service has been great. PetsBest is ok but my experience has been that it can take a long time for a claim to be reviewed and approved. The last couple of claims were approved quickly but the one sent August 1st didn’t get approved until the end of August. I find filing a claim more difficult than with my other provider. It’s adequate.”

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Posted 1 year ago

Hi Domenica, we appreciate 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 and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused and thank you for your patience. On future claims, if you’d like to receive updates on your phone regarding the claim status, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - PF

Posted 1 year ago

“I used to like them much better! As of lately the claim processing has taken 4-6 weeks or longer. Usually once I received the statement, the payment was credited to my account the next day, now it takes several days, after an already way too long waiting period while the claim was processing. Insurance rates go up, less coverages than a few months or a year ago. So not very happy or satisfied with them anymore.”

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Posted 1 year ago

Hi Mariann, thanks for sharing your thoughts as they are important to us. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your options for reducing your premium. 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 and clicking on the blue chat 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 further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I purchased a package for my puppy to cover wellness. And when went out my my to submit the medical because the claims department gave up on obtaining them. They declined my reimbursement request twice. Not sure what I'm actually paying a premium. I am wasting my time submitting claim and getting medical evidence just to he denied.”

Helpful Report

Posted 1 year ago

Hi Victoria, 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. We appreciate your effort to ensure the required information is received. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the copay or deductible, that means the claimed condition was coverable. If a claim was 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 copay and deductible that must be met before reimbursing on eligible claims. Unfortunately, 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 you’d like, we’d be happy to go over your claim 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 and clicking on the blue chat 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 further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“The turn around is very disappointing. Every claim I've put in I receive a "sorry for the delay" email. Very frustrating when you are relying on reimbursement for”

Helpful Report

Posted 1 year ago

Hi Amy, thanks for your time and feedback. We strive to deliver the best 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. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. -AS

Posted 1 year ago

“The downside is I'm paying out so much before I even get anything back. This is with the premium plans.”

Helpful Report

Posted 1 year ago

Hi Lori, we appreciate your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went towards the copay or deductible, that means the claimed condition was coverable. If a claim was denied or ineligible for coverage the amount would be in the ineligible column, and the Explanation section would show why it was denied. 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 available option is to chat with an agent by logging into our website and clicking on the blue chat 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 further assistance and hope you have a great rest of your day. -AS

Posted 1 year ago

“I’m conflicted because both of my claims were approved however, it take’s over a month to get reimbursed, and the reason I chose them was because they boasted a fast reimbursement. So if you have an animal that needs multiple treatments (like chemotherapy) and you have to wait on the reimbursement to pay for the next treatment, then this is a big problem. Also the live chat is terrible. After 5 minutes it asks if you want to continue waiting but doesn’t let you select yes. Then it disconnects and sends you a transcript of nothing. When it comes to getting insurance for another animal I will probably look elsewhere.”

Helpful Report

Posted 1 year ago

Hi Catherine, thanks for your time and feedback. We strive to deliver the best 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. If you've had trouble reaching us, we recommend you check our hours noted below, as we assure you that our Agents are available during those time frames, and usually it’s not a long wait to speak or chat with an Agent. 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. Our chat hours are also 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 hope you have a good day. -AS

Posted 1 year ago

“The process for filing claims and being paid is long and not descriptive. Pets Best will require certain documents to process claims but, they wait weeks to let you know they need these documents. Which of course, delays the entire process. Their communication typically comes from an automated email that is sent out saying they will require additional items. If you contact them their customer service team is polite and engaging but cannot typically provide any additional information outside of call back around this date if you haven't heard anything. All in all, they are not terrible but the claim times and process could be streamlined a bit to support the customer more.”

Helpful Report

Posted 1 year ago

Hi Louis, thank you 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. Rest assured, we’re continually focused on enhancing efficiency and communications. If you haven't already, 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 appreciate your feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“It takes a really long time for claims to be processed.”

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Posted 1 year ago

Hi Kathryn, thank you for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We 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. - AS

Posted 1 year 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

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