Pets Best Insurance Reviews

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

4.3 Rating 28,949 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,949 reviews

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

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

“Pets Best continues to experience long delays in processing properly submitted claims for covered services. Despite promises to correct the problem it has not been done. It's for that reason that we will not be renewing our policy. We've been customers for quite some time but the delays in getting claims processed is not acceptable to us.”

Helpful Report

Posted 4 years ago

“Your customer service is the absolute worst! I have two claims that have been paid, but have not received the money. I waited on the line 30 minutes today and finally had to hang up. I also attempted to use chat and after entering all my information received a "thank you" and it closed the chat. Is there anyone that actually works for Pets Best? Please don't give me COVID excuse. You can answer the phone from anywhere. And Email should also be an option. Please call me at 904 703-8900 ASAP. Thank you, Kathy Shay”

Helpful Report

Posted 4 years ago

Hi Kathleen, we understand your concern. Your payment can take time to process if you chose mail payment. If you selected direct deposit it can take 3-5 business days depending on your bank. Give us a call with questions.

Posted 4 years ago

“I have send in claims for my coverage that should cover the following: Flea/Tick Prevention - $50 Heartworm Prevention - $30 Vaccination/Titer - $30 Wellness Exam - $50 Heartworm test or FELV screen - $25 Blood, fecal, parasite exam - $50 Urinalysis or ERD - $15 Deworming - $20 But every claim I submit gets denied because “this is not covered in your plan”. I have checked my plan several times and it CLEARLY states that I should have this coverage. When requesting more information on why, no one gets back to me. I currently requesting a cancellation of my policy and a full refund as none of my claims are accepted and as a result, I have no idea what I got this policy for.”

Helpful Report

Posted 4 years ago

Hi Angela, we received one wellness claim and it was paid in your favor. Not sure what you are referring to but we recommend you reach out to customer care so we can explain your coverage in detail. Have a good day.

Posted 4 years ago

“Never can get problem address leave messages to no avail Poor service”

Helpful Report

Posted 4 years ago

Hi Valerie, we are sorry to hear you had poor service. Please let us know how we can help.

Posted 4 years ago

“If I could give 0 stars I would. What is the point of having insurance if they don't cover all of the emergency vet bills that we have? I'm not talking about % of monet they would cover, I mean number of claims! They have covered $200 of $1800 woth of 6 or so claims. Really thrilled they covered 20% of only TWO if those claims!!! SCAMMMMM”

Helpful Report

Posted 4 years ago

We are an accredited company by your state's department of insurance. The claims were processed per the coverage you selected. We have actually covered $373.00 of your claims including wellness and routine visits. If you are confused on the coverage you selected, we recommend speaking with an expert over the phone that can explain the chosen coverage in detail.

Posted 4 years ago

“Very sad Too much time with communication.”

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Posted 4 years ago

We understand and appreciate your feedback.

Posted 4 years ago

“The coverage - even though I pay for the most expensive plan- is not the best out there. And they take FOREVER to reimburse. I mean, FOREVER! I have gotten better prices from other companies with better responsiveness and am planning to switch soon.”

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Posted 4 years ago

Hi Natalia, claims can take 15-30 days to process unless information is missing. We are sorry to hear you are considering cancelling. We appreciate your review.

Posted 4 years ago

“Highly dislike this company Would not recommend it at all ! Annual claim send me a check for $30 when i had to pay for $400+ Not fair!!!! But they quick to take the monthly payments of $116 !!!!”

Helpful Report

Posted 4 years ago

Hi, your claim was reimbursed based on the policy you selected and enrolled in. If you want higher coverage, you are welcome to start a new policy with a more comprehensive plan. We are sorry to hear we are not the company for you and we hope your pet is doing well.

Posted 4 years ago

“Pets Best is a very overpriced insurance company. Glad to have found a better company with better coverage and better pricing.”

Helpful Report

Posted 4 years ago

Hi Jane, we understand we are not the company for everyone. We are happy to hear you found the company that was right for you!

Posted 4 years ago

“The time it takes to get a claim processed is too long. 25 days for a wellness claim and the reason they said it took so long was because prescription medicine was listed...medicine they didn’t even have to pay for. Calling to speak to an actual person is a nightmare. I called 6 times and spent 14 hours on hold total. Twice I called and waited until the call was disconnect without ever speaking with anyone. One representative told me the reason claims were taking so long is because they have been so busy writing new policies. Well, maybe you should not write new policies if you can’t service your current policies in a timely manner.”

Helpful Report

Posted 4 years ago

Hi Karan, we have separate departments that handle claims, customer care, and our new policy department. The reason claims are delayed is because information is missing or medical records are needed which we let you know every step of the way. We hope your pet is doing well and we appreciate your review. We hope this response helps clarify your concern on how new policies are handled.

Posted 4 years ago

“I spent over$500 on rabies, etc and all they paid was $70”

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Posted 4 years ago

We advise you on what wellness covers prior to enrollment and in your quote form. 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 4 years ago

“I have been paying for almost $150 each month for several years. So far I requested claims twice. I was reimbursed $0 for the 1st claim. In the 2nd claim, I paid for almost $400 for my dog’s accident injury treatment. Per your email, you will reimburse me $8. This is ridiculous. Also, the reimbursement process took long time. So far I still have not received the payment.”

Helpful Report

Posted 4 years ago

Hi Ying, your reimbursement was $8 because you have the most basic coverage for your pet Robie. If you would like to explore a more comprehensive plan, give us a call to go over options. We hope Robie is healing quickly.

Posted 4 years ago

“Claims went from being processed timely to taking forever. Often have to wait 15-30 minutes, just to get someone on the phone. Denied coverage for a skin condition for no reason. Use another pet insurance company. Customer service and coverage now terrible.”

Helpful Report

Posted 4 years ago

Hi Molly, we understand and are working on reducing the turnaround time it takes to process claims. Normal claim processing time for medical claims now is around 30 days.

Posted 4 years ago

“I have never had to wait so long for a claim to be processed. I called several times with the hope of speaking to a customer service agent, and frequently had to hang up after waiting for 30 to 45 minutes because I had to get on with my life. I finally continued holding until I got through with a representative which took an hour and 10 minutes. This is an excusable! Covid has affected us all, but you have such a long wait times is atrocious. I will be shopping around for another insurance provider for my pets.”

Helpful Report

Posted 4 years ago

Hi Sarah, we understand and are working on reducing the time it takes to process your claims.

Posted 4 years ago

“My experience was horrible. I had to fight for every penny and frequently mistakes were made in my reimbursement, I would never recommend Pets Best. A terrible experience cost alot and got very little in return.”

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Posted 4 years ago

Hi Jane, we are sorry to hear you had a negative experience. We recommend you reach out to customer care so we can file your complaint.

Posted 4 years ago

“Even though the virus is here you should not have laid off your workers. Especially your customer service representatives. Your customers must wait for at least an hour for a customer representative to come on the phone with your clients. The other night I waited a little over the hour for a representative to come to the phone. Hire more people or bring back your layoffs. Then I was told that since my first policy was cancelled caused by a dog's death that I could not open another one. Since my dog died I closed the account and when I wanted to open another account for my new dog it would not allow me to. I spoke with a repre sentative and I waited for the pm time and called again. This time the rep said I would have to go back to the closed account to open the next one. No one two people are the same.”

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Posted 4 years ago

“DO NOT USE THIS INSURANCE!! They say they settle claims within 2-5 days with direct deposit - I have submitted TWO claims and NEITHER have been settled yet. When I reached out to customer service they said it is mow taking 29-39 days to settle claims. When I asked where that information was on their website, they said it was not. That is false advertising. I picked this pet insurance soley because of their fast processing time. Worst decision. Don't get this insurance.”

Helpful Report

Posted 4 years ago

Hi, 2-5 days refers to the amount of time it takes for direct deposit to hit your bank account after your claim is processed not the actual time it takes for claims to be reviewed. Medical claims can take 15-30 days depending on the claim or longer in this case. Wellness claims can take 10-15 days. We apologize for the inconvenience and will get through your claim as efficiently as possible.

Posted 4 years ago

“It takes over a month to process claims. It did not used to be this way. This is unacceptable!”

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Posted 4 years ago

Hi Michelle, you are correct and we apologize for the delay. We are trying very hard to get back to lower turnaround time for claims and appreciate your patience.

Posted 4 years ago

“The service you received is horrible. And not to mention the staff was rude. I was Hung up on numerous times and when i finally Got someone to speak with, it took over 2 hours to get them on the phone and they brushed me off. After spending over $600 for my dog and expecting to receive at least 90% of my money back as stated in my agreement, i only Got back $19. What a total joke! This has been the most horrible experience in my life and I will Be suing and looking for another insurance company. If you want to be ripped off and have your money stolen and lied to, this is the best company for you. Otherwise, I suggest You look elsewhere to actually have your needs met.”

Helpful Report

Posted 4 years ago

Hi Alison, you received $19 on the wellness claim as you have already maxed out your wellness benefits. The medical claim was reimbursed $223 which is the 90% for medical claims. If you have questions on how claims are processed, please reach out to our customer care team. Our records of recorded calls show we havent received contact from you since September. Thank you for your review.

Posted 4 years ago

“I sent in a claim 2 months ago and have yet to receive my refund and they declined another claim gir my dogs medication . Not very happy right now with them and I’m looking for other options”

Helpful Report

Posted 4 years ago

Hi, we are sorry to hear you had a negative experience with your coverage. If you disagree with a claim decision you are welcome to file an appeal. Please contact us if you would like us to go over the appeal process.

Posted 4 years ago

Hi Jaime, your claim was processed within the medical claim processing time of 30 days. If you did not receive the explanation of benefits, please let us know so we can resend it. We hope Faith is doing well.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,949 reviews