Pets Best Insurance Reviews

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

4.3 Rating 28,046 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,046 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.

Visit Website

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

“Don't go with these folks. They don't give out the required details while signing up and when time for reimbursement they give all the nasty reasons to avoid payments.”

Helpful Report

Posted 4 years ago

Hi Suresh, all the information including a sample policy is listed for everyone on our website, quote form and in the email you are sent after enrollment. If you are not happy with your policy, you can request to change it or cancel it, you are not locked into a contract.

Posted 4 years ago

“I have had this insurance for about a year. Submitted a claim for the first time and they didn't even cover half the cost, and certainly not the 80% as stated in my policy! Genuinely disappointed! Ended up paying more out of my own pocket when struggling financially because of Covid-19.”

Helpful Report

Posted 4 years ago

Hi Andrew, wellness plans do not cover 80% of your bill. Only accident and illness plans do. 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. Wellness limits are made available on our website prior to enrollment. Have a good day.

Posted 4 years ago

“We are still waiting on reimbursement for the only claim we submitted, despite paying our fees.”

Helpful Report

Posted 4 years ago

Hi Aiwa, claims take time to process and we appreciate your patience. Have a good day.

Posted 4 years ago

“What can you say about a company that denies claims because of what they think. They do not use common sense nor do they look at facts.”

Helpful Report

Posted 4 years ago

Hi Charlene, claims are processed with medical records from your vet. If you disagree with whats in the notes, we recommend speaking with your vet and filing an appeal. Let us know if you have any questions on how to move forward with an appeal.

Posted 4 years ago

“Very slow to process claims. You submit your claim, with all the necessary medical records and bills as part of the claim and you get an automated email that they will contact your vet for records. 3 days later you get another automated email that they tried "multiple times" to contact your vet and couldn't get the necessary records. You send the medical records again to their medical records email. You call them and wait an hour to confirm they have the records they need. They say yes. 3 days later they close the claim stating that they can't get the medical records they need even though you submitted them with the claim and again through email. They did cover some of my claims but you have to fight them every step of the way.”

Helpful Report

Posted 4 years ago

Hi Isaiah, we notify you every step of the way on what is needed to process your claim. If your vet takes a long time to provide said information then your claim will be delayed. You are always welcome to provide that information when we email you what is needed to expedite the process. Have a good day!

Posted 4 years ago

“I have a claim with Pets Best and I’ve been trying to speak to a representative regarding a question I have about my claim. I’ve been on hold for the past hour and I can’t seem to get a hold of anyone. I have also tried emailing them and still no answer. At this point I just want to cancel my policy and take my pet off the insurance. This is ridiculous!!!! It shouldn’t be this hard to get a hold of someone. I’m extremely disappointed!!!!”

Helpful Report

Posted 4 years ago

Hi Martina, we understand your concern. Like every other company, our busiest times and Monday through Wednesday, we have long wait times. However, we will get to your call in the order in which it was received. If you hang up, you lose your place in line. We appreciate your patience.

Posted 4 years ago

“An insurance company I would definitely NOT recommend. They use stall tactics to reimburse legitimate claims all the while their customer service reps say one thing and then fail to follow through with action.”

Helpful Report

Posted 4 years ago

Hi Cyndi, we are sorry to hear you feel this way. Please provide us with your claim number so we can look into your complaint.

Posted 4 years ago

“Submitted a claim the beginning of July Tomorrow is July 30th and still have not word on the claim.”

Helpful Report

Posted 4 years ago

Hi Thomas, your claims have been processed. For future reference keep in mind It can take 15-25 days for medical claims to process. We appreciate your patience.

Posted 4 years ago

“I thought that the process of the reimbursement for the claims were going to be a faster process, told me that normally takes two weeks and has been taking more than that and nothing, still waiting. Little disappointed.”

Helpful Report

Posted 4 years ago

Hi Luna, claim processing time is on average 15-25 days depending on what information is needed and how quickly the information is provided.

Posted 4 years ago

“It’s waste of money, it doesn’t cover anything! I pay $60/ month and every time a submit a claim for any reason whether it’s illness or anything else, the claim gets denied”

Helpful Report

Posted 4 years ago

Hi, not all claims were denied. You received reimbursement for an eligible claim. The other claims were denied as you do not have wellness on the policy and the stomach issue originated before the end of your waiting period. Have a good day.

Posted 4 years ago

“Pets Best is very slow at processing claim and paying claims. The company is quick to deny claim. There is an appeal process to dispute denied claim, but the resolution process takes months to complete and then it is resolved to the company's favor, not the client. I have had them deny x-rays for my pet's injured leg and pay pennies on the dollar for claims. I do not recommend using this insurance company. I will be changing to another pet insurance company shortly. They are terrible.”

Helpful Report

Posted 4 years ago

Hi Peter, thank you for your review. Our records show your claims have been processed and paid out based on the policy you selected upon enrollment. If you would like, you can contact us to go over your benefits in detail.

Posted 4 years ago

“The cost of the Wellness plan is more than the benefits that I have received, despite the fact that I take my dog for routine preventative care and vaccinations. It's one thing to pay more than one receives for catastrophic insurance for piece of mind, but in the case of Wellness plans, it's just not worth it. PetsBest sent a reimbursement check to an old address of mine and I emailed them immediately but still have not heard back from them. Communication has been poor.”

Helpful Report

Posted 4 years ago

Hi Sean, wellness pays out $535 a year in scheduled benefits for routine care vs the $312 you pay for the plan per year. If you have not received your reimbursement, please call us to add a direct deposit account.

Posted 4 years ago

“My claims are not being paid. I send in appropriate forms as do my dogs vet and nothing happens. When I let ok up the claims, it continuously says waiting for info. So I call and wait over one hour, told info received, I will hear shortly and then get emails closing claim because no info was received.”

Helpful Report

Posted 4 years ago

Hi Lauren, as explained, we cannot process your claim without proof of payment. Please provide a closed itemized invoice so we can proceed.

Posted 4 years ago

“The policy is very vague and claims take an extraordinarily long time to process. The claims process and getting adequate phone service is horrible.”

Helpful Report

Posted 4 years ago

Hi Meredith, the policy is very specific on what is covered and not covered. Specifically section 9 of our exclusions. We are experiencing high call volumes and on average claims are processed within 1-25 days.

Posted 4 years ago

“Terrible service. Will be shopping for another company very soon.”

Helpful Report

Posted 4 years ago

We are sorry to hear that and wish you the best with your new company.

Posted 4 years ago

“Ever since my pet turned 6 years old, Pets Best found ever excuse to deny our medical claims. Not worth the expensive premiums at all.”

Helpful Report

Posted 4 years ago

Hi Linda, age does not define your coverage. We would like to review your complaint. Please provide your policy number or email on file.

Posted 4 years ago

“I have expressed multiple times my concerns with this company’s unsatisfactory service. However, there has never been any remedy on the company’s side. I work as an animal welfare officer. My dog, Meatloaf, was a dog I personally rescued myself while working and ended up adopting. I thought I was doing the right thing getting him insured with this company, but I now realize that may not be the case. In regards to my first claim, I observed a mass on my dogs leg that had rapidly grown over the course of a week or two. I acted very quickly and brought him to the vet to test it as soon as possible. It turned out to be a histiocytoma. When filing this claim I was told it was pre existing. Since January. This is false. I rescued this dog on January 12 and did not adopt him until January 21. I had written a police report on his case and had to conduct a physical on the dog, as I am legally required to note when containing an animal. I had gone to at least two other vets before this one for this claim, and never was this mass noted, because it was not there. This company failed to contact me and failed to thoroughly investigate the claim. According to the illness policy, section 6, subsection B) “You must cooperate with us in the investigation or settlement of any claim.” I was never given the option to do so. I was never contacted regarding the claim. I have insurance on my car. When I submit an accident claim, they follow up with me, as it is supposed to be. This company failed me and it failed my dog. This company lacks tremendously in customer service. Continuing to subsection C) “We may require complete medical history/records associated with your pet to process your claim.” Again, this company failed to do so because had they, it would be known this histiocytoma was not pre existing. Because this company failed in the investigation, I now was told I had to fix the company’s error and do extra work to submit an appeal. They made sure to point out subsection G even though subsection B and C were skipped. Yet, I have no way to submit an appeal. I have reached out countless times and have had no assistance in the matter. I had even called the vet who stated this company read their chart wrong and did not reach out to them. I do not have a printer nor do I have access to one. How do I submit this appeal? This should not be my job to do. What am I paying monthly for if I’m going to be doing the job myself? I might as well cancel my membership with this company and instead put that money towards a savings account in the event my dog needs it. Or switch to another company that actually cares about their paying customers and their pets, because this company quite obviously does not. I’ve already began looking into quotes from other companies. Now if this company had not learned from its previous errors, they made the same mistakes again. A SINGLE claim, my second claim, was split into two. Now maybe it’s because I actually work with animals, but I don’t understand how anyone could’ve made this mistake if they actually review claims for a living. My dog was brutally attacked at a dog park. Another dog had actually latched and locked onto my dog, requiring multiple people trying to remove the attacking dog from my dog, which ended up with the attacking dog being stabbed to release my dog. As if that’s not already emotional enough. So I’m crying over my dog rushing him to an emergency vet, mind you the time I visited was roughly 12am-4am. This was NOT a wellness visit. My dog was up to date on rabies inoculations expiring January 16, 2021. Again, it’s my job to enforce these types of things and my dog most certainly was up to date. Seeing the things I do at work, I know the importance of routine vaccines, etc. However, because my dog was attacked by a random stranger’s dog, my dog received a BOOSTER rabies shot, because I was unaware of the attacking dog’s rabies inoculations status. This was directly linked to the incident and he would not have received one otherwise. He was not due for his routine vaccine for approximately another 6 months. I am LEGALLY required to have his rabies boosted in the event of an animal exposure to rabies. This was not covered and claimed to be routine. You mean to tell me my dog being ATTACKED is routine?! Again, had this company followed steps B and C, maybe the investigation would’ve been done so properly, as his rabies inoculations would have been on the records. Overall, this company has not only made mistakes, but refuses to take accountability for their errors or attempt to solve them. The emotional distress this company has caused me that even my emotional support dog is affected by, is disgusting and inexcusable. When you comment about this on their IG page they will delete your comments then block and unblock you so that you, a paying customer, are no longer following them as they do not care what you have to say or how you feel and they are not equipped or trained to deal with such. And they MOST CERTAINLY DO NOT CARE ABOUT YOU OR YOUR PETS.”

Helpful Report

Posted 4 years ago

Hi Anastasia, we hope your pet is doing well. If you disagree with the claim outcome based on your vet records, you are welcome to file an appeal. Let us know if this is something you would like to do.

Posted 4 years ago

“I had a horrible experience with a pets Best simply because they put a comprehensive wellness check under the wrong coverage. After sufficient request and lack of effort from the customer service rep I became agitated. This led to both the employee and the manager becoming rude and disrespectful over the phone. I e Never experienced this with Pets Best in the past and I hope it was a one time issue/occurrence”

Helpful Report

Posted 4 years ago

Hi Stephanie, we are sorry to hear you had a negative experience. Thank you for reaching out so we could correct the claim error. Have a good day.

Posted 4 years ago

“... still waiting to hear from you reference my claim. Until then, please don’t ask me how well you’re doing. Doesn’t look good so far.”

Helpful Report

Posted 4 years ago

Hi Phillip, thank you for your review.

Posted 4 years ago

“Very disappointed. Received a message on initial claim that info was needed from Vet and later a message claim was being closed because info not received with a note I could resubmit claim with info from vet. Had no problem with that. Claim was for a puppy that had only one vet visit, so I got all medical records from Vet and resubmitted. Got a very quick reply back saying they were contacting Bet for more information (even though my note with the claim said it included all vet records). When claim was finally partially approved, was shocked to see that an expense for K9 BronchlShield Oral was disapproved saying Food, special diets, and prescription diets are not part of policy coverage - seems to me this is a medicine, but at this point it wasn’t even worth going back.”

Helpful Report

Posted 4 years ago

Hi James, thank you for your feedback. If its not on the formulary list for medications, it will not be covered.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,046 reviews