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

“Took over a month to get my claim reviewed. Canceling asap.”

Posted 1 year ago

Hi Haley, thanks for your time and feedback. We regret to hear you’ll be canceling your 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 have caused and thank you for your patience. We hope you have a good day. – PF

Posted 1 year ago

“I called specifically to request a realignment of my payment date, which I was told was made. It wasn't, and my payment was withdrawn anyway. It's disappointing that after speaking directly with customer service, I can't depend on something as simple as that being done correctly.”

Helpful Report

Posted 1 year ago

Hi Angela, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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 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

“I sent all required paperwork to Pets Best on May 8th for my kitty Nala. I have not heard anything at all.”

Helpful Report

Posted 1 year ago

Hi Eric, 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. 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 to the Policyholder. If the Explanation of benefits 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 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

“It has taken several attempts to file a claim and I even had to get the Vet to fill out an invoice and send canceled checks. The reimbursement for the claim is just not worth all of the trouble. Pet insurance in my experience with this is just not worth it.”

Helpful Report

Posted 1 year ago

Hi Ralph, thanks for your time and feedback. We regret to hear you’re feeling that it’s not worth all the trouble to have pet insurance. If you’d like, we’d be happy to go over your claim 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

“I've been paying an expensive insurance for including wellness rutinary vaccines and it didn't cover 20% of my bill. It's fraud!!!”

Helpful Report

Posted 1 year ago

Hi Carmen, 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. 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 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

“Way too long to process claims. Don't care how busy you are, hire more people. That money due to me, should come in a timely manner.”

Helpful Report

Posted 1 year ago

Hi Kevin, 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. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 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

“Horrible customer service. It’s terrible that they make you wait 42 days before they get your claim reviewed and paid. Imagine paying for insurance and having to shoulder heavy costs for over a month while waiting for them to even look at your claim? Their customer service reps on the phone are also awful.”

Helpful Report

Posted 1 year ago

Hi Layla, thanks for your time and feedback. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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 apologize for any inconvenience this may have caused and thank you for your patience. We hope you have a good day. – PF

Posted 1 year ago

“You do t cover anything so why am I paying”

Helpful Report

Posted 1 year ago

Hi Dianna, 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. 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 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

“Use one month to process my claim. Very disappointed!”

Helpful Report

Posted 1 year ago

Hi Chengchen, thanks for time and feedback. We regret to hear that you’re very disappointed. 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 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 1 year ago

“Majority comes out of the owners pocket, but evens out when you have to pay for the insurance.”

Helpful Report

Posted 1 year ago

Hi Felicia, thanks for your time and feedback. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“Poor coverage and ridiculous wait times for payment”

Helpful Report

Posted 1 year ago

Hi Paul, 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 towards the co-pay 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 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. 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 thank you for 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 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

“I legitimately have anxiety about submitting claims; I submit them & barely anything ever gets covered. I pay nearly $1k a year for my dog’s coverage, and I can count less than $200 sent back to me in reimbursements despite thousands of dollars spent on my dog’s vet care. The whole experience has me so disillusioned, I’m losing faith in pet insurance at large.”

Helpful Report

Posted 1 year ago

Hi Jessica, thanks for sharing your thoughts and feelings, as they are important to us. We regret to hear that you feel anxiety about submitting claims, that the whole experience has you feeling disillusioned, and that you’re losing faith in pet insurance at large. 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 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 better day. – PF

Posted 1 year ago

“Expected better. PetsBest denied my claim for surgery, stating my puppy has a preexisting condition. I picked him up at 8-weeks old, and the first mention/diagnosis was several months after my policy waiting period had ended. This should have been covered. This surgery would have satisfied my annual deductible to help cover additional claims, however because of the denial, I'm still paying the full cost for all vet bills. Pets Best had significant delays processing my initial claim but gave me only 2-weeks to gather documentation and medical records, contact my vet, and submit an appeal. The appeal process is extremely slow (90 days), and conveniently I will not have an answer until after my policy renews and the annual deductible resets. Feels more like a scam than a benefit. I could have saved the $100/month as an emergency fund than pay an insurance company to deny me... Unfortunately, I can't even change insurance companies now because these conditions would become pre-existing. I wish I had just gone with Truepanion.”

Helpful Report

Posted 1 year ago

Hi Andrew, 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. If you have any questions regarding the status of your appeal, you’re welcome to send an email to the appeals email address on the form. Our Appeals Team would then reply back to you within 72 hours via email. Please keep an eye on your emails, as our Appeals Team communicates with Policyholders specifically through email. We thank you for your patience, and hope you have a good day. – PF

Posted 1 year ago

“I was very disappointed.”

Helpful Report

Posted 1 year ago

Hi Kody, thanks for your time and feedback. We regret to hear that you were very disappointed. If you’d like, we’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237. Our phone hours are Monday through Friday from 6:00 a.m. to 7:00 p.m. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. 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

“I have submitted a claim and sent all my dog’s medical records. It has taken over 6 weeks to get a message stating they need more information. I am not at all impressed with Pets Best and will not renew again.”

Helpful Report

Posted 1 year ago

Hi Melanie, thanks for your time and feedback. We regret to hear you will not renew again. 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. 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. We hope you have a good day. – PF

Posted 1 year ago

“They messed up my claim which I did everything correctly on my part and I’ve submitted it many times and spoke to numerous people and it’s still not resolved! It’s been over a month now.”

Helpful Report

Posted 1 year ago

Hi Lisa, 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. If you’d like, we’d be happy to go over your claims 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

“very difficult and time consuming to file a claim and then they always come back asking for more information. Would never recommend this company.”

Helpful Report

Posted 1 year ago

Hi Michael, 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. 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. These time frames start from the time we receive a legible itemized invoice showing the date of service, your pet’s name, all the services done for your pet, along with proof of payment to your veterinarian for the full amount of the services on the invoice. 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

“After submitting over $4,000 in claims over 2 months ago. I am still waiting for them to process them. Nationwide insurance reimbursements are within 30 days, I should have not switched.”

Helpful Report

Posted 1 year ago

Hi Albert, 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 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 1 year ago

“Terrible experience. The itemized receipt was submitted long time ago. It takes several weeks to review, and eventually the reviewer just picked some irrelevant item from the receipt and decline the reimbursement. I clearly stated in the claim title, it is for teeth fracture, and there are many dental related items on the receipt. They only picked the ‘fecal test’ to say it isn’t covered by the policy. WTF?”

Helpful Report

Posted 1 year ago

Hi Tianqi, 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. 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, we’d be happy to go over your claim 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

“Why do I pay over $1000 a year to only get less than 25% reimbursements on required treatments and vaccines for my pets? I’m scared if something serious were to happen I’d been the same as if not having insurance.”

Helpful Report

Posted 1 year ago

Hi Christine, 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. 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 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

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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