Pets Best Insurance Reviews

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

4.3 Rating 28,044 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,044 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“In the 8 years I have had Pets Best Insurance, they went from $124 per quarter to over $1,000 per quarter. Have they paid some hefty bills when my dogs got sick? Yes. But the price increase is ridiculous. They cannot justify this.”

Helpful Report

Posted 5 years ago

Hi Marybeth, we understand your concern. Rates are based on age of your pet, risk the breed poses as the pet ages, and the cost of care in your location. Rates are not based on your claim history or how much we have reimbursed on your bills. We offer different options for lower premiums. Our records show you have not reached out to our agents to review your policy. We will have an agent contact you to go over options on reducing these rates. Have a good day.

Posted 5 years ago

“I cancel the service with Pets Best because they’re refusing to reimbursing me for my claim and they just giving me the run.”

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Posted 5 years ago

Hi Alejandro, your claim was processed and reimbursed in your favor. We are sorry to see you go and wish you the best.

Posted 5 years ago

“The coverage seems arbitrary and random and is currently not worth the expense.”

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Posted 5 years ago

Hi Alan, your claims were reimbursed in your favor. Our policies are set per your policy documents. We will have an agent contact you to clear up any misunderstanding. Have a good day.

Posted 5 years ago

“Filed a claim Jan 30th, heard nothing for over a month. Called support the said that due to a rapid increase of customers the processing time is a “little” long. Then they denied my claim stating that they were unable to get the vet to submit the required paperwork. Called the vet, they had emailed the paperwork to Pets Best six times and faxed it twice since they kept coming back asking for it again and again. Pets Best later apologized for the miscommunication on their part. Then, finally, they reimbursed me a small fraction of the bill in March, stating most procedures are not covered under my policy. So far I could have saved my monthly PetsBest fee in a coffee can and used it to pay part of the bill and would have spend less money than with this insurance. Not surprising that I’m less than thrilled with my experience so far.”

Helpful Report

Posted 5 years ago

Hi Simon, thank you for your feedback. We are sorry to hear you had a negative experience. As any other insurance company, we request medical records from your vet to determine if something should be covered. Without this information we cannot process your claims. Depending on how long it takes your vet to send in the information, it could delay your claims. You are always welcome to submit these records yourself to expedite the process. Have a good day.

Posted 5 years ago

“You’re better off putting the 50$ You would pay petsbest insurance aside every month and having an emergency vet stash they barely reimburse anything so I’m not quite sure about the 90% reimbursement that ups your bill but they literally only covered the hospital visit fee so I’m not quite sure how this insurance will help anyone but I spent more money on insurance then I did on vet bills ... and when I called to cancel the woman tried to make me feel bad and guilt me as a furparent saying that I’m risking my dogs life”

Helpful Report

Posted 5 years ago

Hi Tamarie, we are sorry to hear you had a negative experience. Your claim was processed per the policy you enrolled in and reimbursed in your favor. We see you have cancelled your policy and wish you the best.

Posted 5 years ago

“DO NOT BUY THIS INSURANCE! Given my experience, I have to say this is probably the worst insurance agency I've ever dealt with in my life. I have open complains with the BBB and CA Department of Insurance against them, and I'm contemplating litigation at this point since they seem to not give a flying rip about me. My decent into pet insurance hell began on Christmas Eve of 2019, when my dog began vomiting uncontrollably. The vet diagnosed my dog with a possible bowel obstruction and he also noticed a suspicious mass, so my dog underwent bowel obstruction surgery and had the mass removed and biopsied. What a Christmas! I don't have a wife or kids, so this dog is like a child to me. My dog's bowels were cleared, but the mass turned out to be an aggressive mast cell cancer. This led to many follow up visits and medications that cost several thousands of dollars. To start off with, Pets Best said it would take them a MONTH before they even bothered to look at my claim. So I had to eat thousands of dollars in medical bills with the expectation that I would possibly get reimbursed over a month from the time they were filed. Well, a month goes by and they finally get around to looking at my claim. I get a nice little rejection letter by email in the middle of the night on a Friday (so I have to wait the entire weekend before I can talk to anyone) telling me that my claim was rejected because my vet wasn't giving them the required medical records. So of course I call my vet and make sure all the appropriate records were sent, then call Pets Best to confirm they got the records - and Pets Best said they did! Yet they continued to reject my claims saying they never got my records! I've called repeatedly both my vet and Pets Best trying to clear this up, same response every time. This nonsense is still going on today! I just got another rejection record for my last claim on 3/2/2020 for the same reason. I still haven't been paid for the initial claim on 12/24/2019! This business is a scam! I've filed complaints with the California Department of Insurance and the Better Business Bureau against them. I'm giving them time to respond to those complaints before I open litigation against them. These people need to be shut down. My claim aside, the way I was treated by them was also outrageous. When they reject your claim, they do so by issuing an automated email, typically in the middle of the night when they know you can't reach anyone, instead of notifying you by phone, so you can't dispute it with them directly. I tried getting the contact information for their VP of claims or the GM and they refused to let me talk to them. When I tried to escalate my issue up the chain of command over the phone, they transferred me to a supervisors voice mail who never bothered to call me back! This place is a joke! ----- Update: So Ali here gets back to me and says they are missing some specific records from a vet I visited back in 2018. None of the other customer service agents I talked to ever mentioned this to me. This is the first I've heard of it! I asked SEVERAL customer service agents REPEATEDLY if there was anything missing and I was told NO! I had to post a public Yelp review before they bothered to tell me what they were even looking for! So here we go again! I called my old vet and they said they don't have the records that Pets Best is looking for. My old vet said they faxed over all the records they have on file, so now my old vet has to try and figure out a way to amend finalized notes from years ago to satisfy Pets Best. This is crazy. ----- Update: Their Assistant VP of sales just got back to me after I filed all of these complaints and went public with my problems. She has assured me that she is personally looking into the case and will work with my vets to get the information they need. Hallelujah! The question you have to ask yourself is, why didn't they work with my vets to get this resolved in the first place?! Why didn't they tell me specifically what records they were looking for when I called the last several times? Why do they send automated rejection letters instead of hold notices that explain exactly what information they feel is missing? While I'm supremely grateful that I finally have senior management looking into my case, I have to question what kind of operation they are running over there. ----- Update: You're not going to believe this one! They finally finished reviewing my case. They claimed the exploratory abdominal for the suspected bowel obstruction... was wait for it... DENIED - BECAUSE THE SAID IT WAS ACTUALLY A SURGERY FOR A PRE-EXISTING LIVER CONDITION!!!!!! - No, I'm not joking. I swear, check out the photo! I really need to sue these people. These people are disgusting.”

Helpful Report

Posted 5 years ago

Hi Michael, received records were reviewed which indicate the claim you filed was for a condition that originated prior to coverage. If you disagree with your medically trained veterinarian's observations, you are welcome to file an appeal. Have a good day.

Posted 5 years ago

“It took almost two months for Pets Best to reimburse me, They have no problem taking my money every month but are incapable of reimbursing me. I cancelled two polices with them,”

Helpful Report

Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. We appreciate your patience. Premiums are taken on the same day every month as you are paying for a service and these are an automatic withdrawal.

Posted 5 years ago

“I've yet to have a claim process timely with Pets Best. When I research, I did my due diligence in selecting an insurance since I work for a medical insurance company. The reviews states they had good turnaround times on claims reimbursement. Sadly my experience, I'd get a notification 3 weeks after submitting claims with emails stating they are experience delays and always apologize for the inconvenience. It appears slow processing of claims is customary for Pets Best. It would take at least 4 weeks to get any reimbursement if I was luckily. They also denied my dogs ear infection claim stating pre-existing condition. How is an ear infection pre-existing? They are urgent episodic events that are NOT pre-existing. They could be chronic but not pre-existing and there's difference. They want to avoid paying claims on you pet. Shame on you Pets Best!!!”

Helpful Report

Posted 5 years ago

Hi Rachel, thank you for your feedback. Pre-existing conditions are determined by reviewing your medically trained veterinarian's records. If you disagree with the decision, you are welcome to speak with your vet regarding their notes. Have a good day.

Posted 5 years ago

“It over 30 days to process my claim. That is extremely too long. I was completely disappointed. I canceled my service”

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Posted 5 years ago

Hi Latia, we are sorry to see you go and wish you the best.

Posted 5 years ago

“I honestly don’t understand why it takes over a month to get a claim cleared with the supporting documents. I’ve worked in a call center and know how to prioritize a work load. I also understand the short staff but that’s not an excuse for the delay in a claim. This company needs to learn how to prioritize.”

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Posted 5 years ago

Hi, claim processing doesnt usually take this long. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“Positives: Covers most things and gives a decent refund for vet visits Cons: HUGE wait times. I have a chronically ill dog and majority of the time I'm out of hundreds of dollars for 40 days at a time until my claim is processed. I've been so hesitant to bring my dog when she's sick because of how long it takes to process a claim. Customer service has been pretty rude or just plain unhelpful. It's been over a year since I could have a claim processed in under a week. It's an insane wait time.”

Helpful Report

Posted 5 years ago

Hi Jessie, claims dont typically take this long to process. As you know, we have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“Left 1 star because for 1 single nexguard pill for my dog you made me wait 30 plus days and needed extra paperwork from the Vet and delayed my refund. This is ridiculous Need to get better and more efficient staff. I’ve been w you for 2years almost and you act like my Vet and I are trying to cheat you out of 6 buck !”

Helpful Report

Posted 5 years ago

Hi Anna, if medical records are requested to process your claim, we cannot process without the medical information. If your vet takes a long time to submit said information, this will delay the claims process. Keep in mind you are welcome to file medical records with your claims upon submission to expedite reimbursement. Have a good day.

Posted 5 years ago

“I am very unhappy with the service I have received. I have received an email after each claim I submitted saying processing would be delayed. My latest claims took nearly a month to process. Your website says fast service but I have not seen evidence of that. I feel that I should be credited for part of my premium seeing the last two claims took so long to process.”

Helpful Report

Posted 5 years ago

Hi Megan, we understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“They used to be outstanding about settling your claim in 10 to 14 days.... Now it takes a month or 6 weeks. I'm looking elsewhere!”

Helpful Report

Posted 5 years ago

Hi Steve, we understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“I submitted multiple claims in January and February, all of which were denied for missing medical records. The vets said they sent the medical records upon request, and claims are still denied for medical records. I sent medical records myself, and claims are still denied for medical records. Most claims should not require medical records anyway. Emergency exam, giardia testing, allergy exam, cytology, apoquel Rx, none of these need medical records. And the fact that Panacur is not “on the formulary” is a joke. If my claims are not processed in the next week, I’m going to contact the department of insurance. Once these claims are wrapped up, I’ll likely drop the coverage.”

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Posted 5 years ago

Hi Brian, thank you for your feedback. We are sorry you are considering cancelling your policy and wish you the best.

Posted 5 years ago

“Pets best sucks, tell you one thing to get you sign for the policy then do other. I canceled the policy”

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Posted 5 years ago

Hi Maximiliano, we are sorry you had a negative experience and wish you the best.

Posted 5 years ago

“Awful turn around time. When I signed up it was 3-5 days turn around. Once I submitted first claim it was 10-20 days and now I’m not seeing a turn around time less than 30 days. Would highly recommend going through someone else if you want to receive timely payment”

Helpful Report

Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“Really wonderful to wait over a month for my claims to be processed to find out somehow none of them were applicable and I was reimbursed about $60.00 out of over $1000 in claims. Waste of insurance. Waste of my time.”

Helpful Report

Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

“Extremely disappointed with pets best , when i sighed up with this insurance i was told that spaying and gastropexi were covered under the wellness plan ,come to find out none of the fees from the vet were covered.”

Helpful Report

Posted 5 years ago

Hi, we do not cover gastropexy, that is listed very clearly in our exclusions. Spay and neuter surgery is only covered if you include the BestWellness plan. We are sorry to see you go and wish you the best.

Posted 5 years ago

“It shouldn't take so long to get to claim settled. It's supposed to be your business! what's the deal?”

Helpful Report

Posted 5 years ago

We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-40 days to process especially if we need medical records. We appreciate your patience.

Posted 5 years ago

Pets Best Insurance is rated 4.3 based on 28,044 reviews