Pets Best Insurance Reviews

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

4.3 Rating 27,844 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 27,844 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The turn around process for claims has gotten continuously worse over the past year. Also, I feel as if the company is now using delay tactics to assist in the wait time justifications. They have done well about paying, but there needs to be significant improvement on the delays.”

Helpful Report

Posted 1 year ago

Hi Matthew, 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. We hope you have a good day. - AS

Posted 1 year ago

“This last claim took way too long I called after a few weeks and was told to be patient”

Helpful Report

Posted 1 year ago

Hi Lori, 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. We hope you have a good day. - AS

Posted 1 year ago

“Biggest problem is in how long it takes to process a claim. Mine average about 3 to 4 weeks. A Since I live on a fixed income, having to pay over $400 for an illness visit to the vet and have to wait that long for reimbursement, it can create a financial hardship.”

Helpful Report

Posted 1 year ago

Hi Judith, 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. We hope you have a good day. - AS

Posted 1 year ago

“Too long to process claim”

Helpful Report

Posted 1 year ago

Hi Pat, 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. We hope you have a good day. - AS

Posted 1 year ago

“TOOK A VERY LONG TIME TO REVIEW AND COMPLETE OF CLAIM. THE SUBMISSION PROCESS WAS VERY EASY THOUGH.”

Helpful Report

Posted 1 year ago

Hi David, 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. We hope you have a good day. - AS

Posted 1 year ago

“The price for the insurance is pretty reasonable. I pay $66 monthly for a wellness plan and accident/illness plan. Although, I will be canceling my wellness plan. I feel like their reimbursement cap amounts are too low. Vet costs have increased so at the end of the day you're forking out way more than you're getting back. You'd be better off putting money into savings to cover costs of neuter, vaccines, worming, etc. I would suggest keeping the accident plan regardless though. Claims processing time take a little longer than I would like.”

Helpful Report

Posted 1 year ago

Hi Cheyenne, thanks for sharing your thoughts as they are important to us. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. 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. 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

“I made the mistake of opting for the wellness coverage, which only covered about 25% of the actual cost of these services. They also have taken too long to review and pay the claim for a routine dental on my pet.”

Helpful Report

Posted 1 year ago

Hi Garland, 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. 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. Unfortunately, your pet may use up the benefits quickly depending on what your veterinarian charges for their services. You can find your Wellness Schedule under Documents and Forms in your account on our website. We hope you have a good day. -AS

Posted 1 year ago

“Some rude operators. Long time for claim”

Helpful Report

Posted 1 year ago

Hi Kelley, 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 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

“Long process!”

Helpful Report

Posted 1 year ago

Hi Valter, 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. We hope you have a good day. - AS

Posted 1 year ago

“It takes to long to get the reimbursements my dog needs medication every month. I have to wait 1 month for reimbursement. Other than that I have no complains.”

Helpful Report

Posted 1 year ago

Hi Ruth, 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. We hope you have a good day. - AS

Posted 1 year ago

“I submitted my claim 2 weeks ago ,nothing.l called the costumer service they said basically nothing.just wait,,,still waiting not a word.very bad customer service.”

Helpful Report

Posted 1 year ago

Hi Ildiko, 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 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

“They are good for wellness but should cover I feel some for illnesses as well. Plus it’s been taking a month to get a claim reviewed. Then a wk to get your funds.”

Helpful Report

Posted 1 year ago

Hi Page, 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. We hope you have a good day. - AS

Posted 1 year ago

“At best it was a fair to poor experience. Took to long, confusing and the service rep had no empathy nor interst other than telling us PB was right and were were not when we call in Oct for a Aug 31 submission. At the end of the day, the "check" was in the range of what was expected but not in a way we could connect to what was submitted vs what was recapped. Speaking of tg4 check, the email stated a credit to the checking account or sending a check if that failed, .what about if we pay by credit card? Why couldn't the "form" email be formatted to us with details on how and when..I will wait see how long this takes. I loathe calling back. Next renewal we will look at alternatives based on customer service attributes. Your welcome to call me 203-206-5077 Larry”

Helpful Report

Posted 1 year ago

Hi Diane and Larry, 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. The payment method for claim reimbursement is not tied to your premium payment type. 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. 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. For the protection of your privacy, we ask that you remove any personal identifying information from your review. We hope you have a good day. - AS

Posted 1 year ago

“Slow poor communication”

Helpful Report

Posted 1 year ago

Hi Deborah, thank you for your time. 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 feedback, as it assists us in working towards improved customer satisfaction. We hope you have a good day. -AS

Posted 1 year ago

“The time it takes to review claims seem a lot longer than it did in the past”

Helpful Report

Posted 1 year ago

Hi Cathy, 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. We hope you have a good day. - AS

Posted 1 year ago

“Takes too long”

Helpful Report

Posted 1 year ago

Hi Stanley, 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. We hope you have a good day. - AS

Posted 1 year ago

“I am a new customer to Pets Best Pet Health Insurance. Previously with another company so not new to pet insurance. I left that company because their option with Wellness was more costly and I have a discount for being insured with Progressive. I never had any issues with the other company and claims were processed within a week and paid. Within the first month of signing up my dog was seen for his annual wellness visit. At that wellness visit the vet noticed that my boy had become anxious and felt prescribing a med would be appropriate. Logically I assumed this would then create an illness and a wellness claim because that medication is not a wellness medication. It’s based on the diagnosis which my pet did not have prior to this visit. Everything else pertaining to the wellness exam was normal Vaccines, pet is in good health no concerns. So it came time for me to submit the claims. Per my assumption of the illness and the wellness claim I utilized the app and submitted two separate claims. It was easy simple process to submit, I definitely have no complaints about that process. However, after submission is where the issues began. I won’t go into detail. I’ve already spoken with half a dozen people if not more and emailed. It was very hit or miss on the friendliness of the customer service representatives and the information given to me. There were many inconsistencies and blame was placed on myself the customer who mind you it was new to your company. My claim took 30 days to be processed. My number one complaint is when I signed up there was nothing stating that claims can take up to 42 days to process but that is what I was repeatedly told on the phone by representatives. That was the only consistent piece of information. However, other information out there on Facebook now states 45 days. I have questioned why that is not explained when you sign up and I was asked to contact Pets Best directly to talk about my situation specifically. Which I have done but still received inconsistent information. Finally on 10/3 for claim filed 9/1, the payment was submitted via the direct deposit option to my bank. I have been told it can take 5 to 7 days to show up depending on how my bank processes. Yes, this may sound like a completely negative review, but I provided three stars because the coverages and cost are good and the submission of claims is easy. I will not be switching because now with the anxiety diagnosis my pet has a pre-existing condition, but I really hope that Pets Best works to improve their claims processing time and customer service consistency.”

Helpful Report

Posted 1 year ago

Hi Jamie, thanks for sharing your thoughts as they are important to us. We're happy to hear you're finding the coverage and cost to be beneficial and the claim submission process to have been user friendly. 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. 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. We hope you have a good day. - AS

Posted 1 year ago

“So far unimpressed as I submitted several claims on September 1, 2023 and received an email on September 18, apologizing for the delay. It’s now October 2 and I still don’t have an update. My plan is set to renew on 11/15/23 and I’ve already been advised my rates have gone up and I wouldn’t be surprised if the system gets back to me after renewal.”

Helpful Report

Posted 1 year ago

Hi Dayna, 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. We hope you have a good day. - AS

Posted 1 year ago

“Claims take too long to process.”

Helpful Report

Posted 1 year ago

Hi Factor, 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. We hope you have a good day. - AS

Posted 1 year ago

“Doesn't cover many services more than 1 time.”

Helpful Report

Posted 1 year ago

Hi Bernadette, thank you 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 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. You can find your Wellness Schedule under Documents and Forms in your account on our website. 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

Pets Best Insurance is rated 4.3 based on 27,844 reviews