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

“I've had Pet's Best for my Border Collie for a number of years, I feel they were fair and generous in their pay rate (90%) on allowable charges. However, the rate on her insurance has gone sky high. $700 + per quarter is more than I PAY for insurance. In addition, there is a $5000 limit per occurrence and for routine ills, that is ample. But, for the very expensive things like injuries, that would only begin to cover costs. I have been fortunate to have a healthy dog who has only had some minor illnesses and no serious injuries. One of the reasons I got insurance for her is because she is a working dog, and accidents happen around stock like sheep or cattle. Fortunately, we have had no such accidents. If you have a younger dog who is fairly healthy, Pet's Best is a great insurance. For us, with a dog age 10, it is no longer within our means.”

Helpful Report

Posted 3 years ago

Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date.

Posted 3 years ago

“It took over a month for our claims to be processed.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Make sure to watch their waiting period. It was two days after I purchased my plan that they started my waiting period.”

Helpful Report

Posted 3 years ago

Hi, its not two days. The waiting periods start at midnight on the day you purchase the policy. Pets Best offers some of the shortest waiting periods in the industry: Wellness, if added can be used the next day after you enroll. Accident has a 3 day waiting period, 14 days for illnesses, and 6 months for cruciate ligament events (Commonly known as a torn knee ligament). Once those are met, waiting periods are waived for continuous, uninterrupted policy renewals. Meaning you wont have to go through these waiting periods every year.

Posted 3 years ago

“The insurance is great it just takes too long for reimbursement. I would hope to pay my credit card off before it accrues interest.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“It takes to long to get paid. Doctor appointments not paid”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“It was our first claim. My only comment is that the time it took to process the claim was too long (we received two emails thanking us for our patience). Processing time should be improved.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“The length of time being on hold improved the last time I called. I was changing my deductibles to see the rates and evidently hit the wrong button and then went back in to change it and it wouldn’t let me change it so was not happy about that.”

Helpful Report

Posted 3 years ago

Hi, our hold time is usually longer earlier in the week. We are sorry to hear you had a negative experience. You are welcome to downgrade coverage through your customer portal as well.

Posted 3 years ago

“We love how friendly and helpful Pets Best agents are, but the time it takes to receive a reimbursement on medical services has gotten out of hand. It used to be that in 3-5 business days we would have the reimbursement amount direct deposited. Now we're lucky if it happens in 20-25 business days. I know many industries have seen a decrease in their workforce, but I hope they're able to remedy the sluggish timeframe soon.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Took way too long to process my claim. I understand a few weeks or even a month, but two months is kinda ridiculous. That said, I still really appreciate your services!”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Took over a month to deny a claim. Also, barely covers much. Even with the upgrades, we met a lot of the caps with one visit that had a heart worm test, two standard puppy shots, flea/tick prevention prescription meds and heart worm prevention meds. I would recommend shopping around. We only went with them because they are the Progressive Insurance partner.”

Helpful Report

Posted 3 years ago

Insurance is meant to help you with the unexpected, broken bones, urinary blockages or cancer. Wellness is not insurance, its a benefit meant to help you offset the cost of what you would be spending whether you have insurance or not, so its not going to pay your full bill for these wellness visits.

Posted 3 years ago

“Customer service was easy to contact and was helpful, but the processing time for the claim was too long. (over a month) I think my claim got forgotten about because as soon as I reached out to a customer service representative they reviewed it.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Shouldn't take over a month for a claim to be processed”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Claim service continues to disappoint and still cannot get through by phone even with lengthy wait.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Once my claim was processed it was good, and I did get an EOB. The wait time for the claim to be processed was very long though.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I wish more things were covered”

Helpful Report

Posted 3 years ago

Hello, claims are processed based on the coverage you selected. We encourage you to reach out to a customer care agent to review options for a more comprehensive plan.

Posted 3 years ago

“Wait time for reimbursement is getting too lengthy. 8/23 date of service, not reimbursed until 9/28. In the meantime have paid two premium payments and the vet claim.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“The benefits and coverage are excellent, but the claims process is difficult. It takes an extremely long time to be reimbursed.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Policy is great. Customer service and claims process is awful. There’s transparency on the status of a claim until it’s done which takes up to a month. Chatting with an agent and just knowing that they got the claim and everything and a time estimate would be great. Appeals process is the same way, no updates until it’s 100% done.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“So far not a fan. Customer Service with Steven could have been better, but ended up good. Why would you pay $100 a month to have claims taking 39-45 days, seems to me if you set that as an expectations, workers become lazy and take the entire 39-45 days, this is a failure of management in setting a standard of excellence and only mediocrity. I have paid out $600 in total and you have paid me $63 in claims, and one of the claims Steven tells me I have to contact the vet to clear up a claim proving my Vet is State Certified?? WTF. It is apparent something is amiss with management in this company. So you may ask, why 3 stars? Learning Curve on my Part but up till now it has not made me want to continue..”

Helpful Report

Posted 3 years ago

Thank you for your feedback.

Posted 3 years ago

“They do accurately determine the correct amounts to pay on claims. Their prices for insurance is probably competitive. Their payout of claims however keeps taking longer and longer. Additionally they seem to have started having problems with their banking software and tracking deposits to customer bank accounts vs. paper checks, issuing both as they thought the payment to my bank was not accepted and blaming me for inaccurate information when nothing had changed on my end. I did not adjust or change any info on their site as their deposit was already in my account, they unnecessarily mailed the paper check, then told me (of course) that the paper check was void and I would be responsible for any fees or charges if I cashed it. Way to blame their customers, especially if some hadn’t paid attention. Tacky.”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
Documents Delivered On-time	Greater than 86%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.4 out of 5
Cancellations & Refunds
Cancellation Process	Very Easy

Pets Best Insurance Reviews