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

“As of right now, Pets Best has been a huge disappointment. We purchased this for our new puppy, and submitted a claim that was kicked back multiple times for things that were clearly stated on the invoice. Despite submitting multiple documents, speaking to three customer service agents, they still processed the claim wrong. Paying for a service that is not received is disappointing. The one highlight is that one of the customer service agents was delightful, looked through the entirety of our file and gave her word to personally take on sorting this out. As a whole, we're disappointed with our choice of Pets Best but optimistic that one customer service agent can redeem the whole thing.”

Helpful Report

Posted 2 years ago

Hi Amy, thank you for sharing your thoughts as they are important to us. We are happy to hear that you feel your experience with our customer service agent may have redeemed your claim processing experience. We understand your concern about first-time accurate claims processing and apologize that you didn’t experience that on your claim. We are so glad you contacted Customer Care and brought it to our attention, as we appreciate the opportunity to review your claim. Rest assured we will work to do better in meeting your expectations for accurate first-time claim processing on all your future claims. On average, claim reviews are processed within 30 business days. We are continually working to improve our claims process and your feedback helps us in doing so. We hope you have a nice day. – PF/AS

Posted 2 years ago

“So much hassle getting a claim paid. I'm investigating now if my problems are created due to the Veterinarian Office or Pet's Best. According to the Vet, all documents have been sent. Pets Best keeps denying payment as pre-existing or requested records never received. My dog is 11 years old. I've been with this insurance for years but not too happy with the results. Their "Pre-existing" definition is different than people. My dog had an ACL tear of her left leg. It was costly and that is when I decided to get insurance. Two or three years later she torn her right ACL. Payment was denied as pre-existing. Pets Best says once one leg gets a tear the other will so it's pre-existing. Whaaat?? I say read the fine print and ask questions before signing up. I give a one star only because it won't let me submit the review without it.”

Helpful Report

Posted 2 years ago

Hi Antoniette, thank you for your time and feedback. Unfortunately, any condition that shows signs or symptoms prior to the policy start or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. There’s also a bilateral conditions clause on our Accident and Illness policy. Unfortunately, this means if there are signs or symptoms of the condition on one leg prior to the policy start or during the policy waiting periods, then neither leg would be covered by the policy for that condition, as pets tend to compensate with their other leg. You can find this information in your account on our website under Documents and Forms. 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 2 years ago

“claim time way too long, almost a month.”

Helpful Report

Posted 2 years ago

Hi Joshua, 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 15 days to be completed. However, more complex cases can take up to 42 days currently. If there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused, and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“Very slow to process claims”

Helpful Report

Posted 2 years ago

Hi James, 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 15 days to be completed. However, more complex cases can 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 the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Not happy with how long claims are taking to be processed.”

Helpful Report

Posted 2 years ago

Hi Nicholas, 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 15 days to be completed. However, more complex cases can 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 the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Terrible experience with Pets Best (Pets Worst). Be aware that they take a month or more to pay on regular claims. Secondly, I have pet insurance for the large expenses, so I carry a large deductible. In my case, twice they have denied large claims, after paying consistently for the minor treatment of the condition. When it came time for surgery in both of these cases, they denied the claims forcing me to go through a lengthy appeal process (90 Days). They will look for any reason to deny coverage and in my first case the denial was overturned by a 3rd party and I am in the same process for the second large claim. Do yourself a favor and avoid Pets Best!”

Helpful Report

Posted 2 years ago

Hi Marty, thanks for your time and feedback. 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 2 years ago

“The wellness coverage is inadequate for what a puppy needs during his first year of life. It does nothing to cover prevention. I also was not happy with the customer service. I was told I did not meet the regulations to speak with an advisor. As one of many customers, we are the bread and butter of Prts Best business. The customer pays the salaries for the employees. If a customer has a need to speak to a supervisor because a situation is not getting resolved at a lower level, the customer should be the priority…not the corporate regulation. I am extremely disappointed so far in my decision to purchase Pets Best insurance.”

Helpful Report

Posted 2 years ago

Hi LIsa, thanks for your time and feedback. We regret to hear that you’re extremely disappointed so far. We strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. 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, when your pet is a puppy and requires multiple puppy visits for vaccinations, you may use up all the wellness exam and general vaccination 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 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 2 years ago

“Takes at least a month to receive claims and they are ALWAYS much less than the actual vet bill. This most recent claim I took my dog Valerie in for her annual check up vaccinations and to renew her heartworm pills. The bill ended up being $670 of which pets best only reimbursed $100. And their app doesn't work well.”

Helpful Report

Posted 2 years ago

Hi Brandon, 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 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. 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 app 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 2 years ago

“Your company used to process claims on a very timely basis. I was also informed routinely on the progress of the claim and if there were any problems. Now I’m actually looking to find another pet insurance company because the quality of service has diminished”

Helpful Report

Posted 2 years ago

Hi Karen, thanks for your time and feedback. We regret to hear you’re looking to find another pet insurance company. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, 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. We hope you have a good day. – PF

Posted 2 years ago

“So far Pets Best has done a great job doing what an insurance companies do and deny claims. Keep up the great work...”

Helpful Report

Posted 2 years ago

Hi Brian, thanks for your time. 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 2 years ago

“1. claims take forever to get back to me 2. everything gets marked as pre existing so they literally find a way to not reimburse you for anything that happens once 3. customer service is awful would not recommend and will likely discontinue once I find a more honest provider”

Helpful Report

Posted 2 years ago

Hi Michael, thanks for your time and feedback. We regret to hear that likely discontinue your policy. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. Unfortunately, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods, is not covered by the policy. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find your Policy Information under Documents and Forms in your account on our website. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 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 2 years ago

“I don’t know what else to say. I wrote your first request and answered it, and I was very dissatisfied because I was under the assumption from reading the documents or talking to the representative that they deductible only applied to major illnesses or surgeries and here they take $250 off of well care which I thought was covered so I’m not a happy camper to say the least I think my daughter and I’ll be checking around”

Helpful Report

Posted 2 years ago

Hi Carol, thanks for your time and feedback. We regret to hear that you and your daughter will be checking around. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. Understand, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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. 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 2 years ago

“My pet was insured for six months and four claims were submitted. After a long waiting period due to backlog, three were denied for no good reason and the fourth paid $150.00 on $1050.00 spaying. Payments on the policy were on time and yet the one claim that was paid was 10% of the charges. I dropped the plan after six months. Make sure you read between the lines if your thinking of taking out a policy.”

Helpful Report

Posted 2 years ago

Hi Virginia, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. 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, any condition that shows signs or symptoms prior to the policy start date or during the policy waiting periods, is not covered by the Accident and Illness policy. The waiting periods are 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. If the condition is not coverable, then the diagnostics and treatments are not covered for that condition. You can find your Policy Information and Wellness Schedule under Documents and Forms in your account on our website. Anytime a Policyholder is in dispute of a claim that has been denied as a pre-existing condition and wants us to review their claim further, the Policyholder can submit an Appeal Form with supporting documentation to us. Appeals are processed within 90 days currently. If you’d like us to send you an Appeal Form for a claim, you’re welcome to 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 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 2 years ago

“Took way longer then the 10 days they promise.”

Helpful Report

Posted 2 years ago

Hi Cory, 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, 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. We hope you have a good day. – PF

Posted 2 years ago

“Your company are habitual liars, your customer service is horrendous, your employees are extremely incompetent, you are NOT "the fastest at paying claims" or "We PAY claims fast" which can be proven from my 8 years of claims with VPI, you just lie to get clients and that is class action lawsuit worthy since you refuse to take those proven lies off your website. For almost every single claim I have since the history of being a client, I have delayed email notices BECAUSE YOUR COMPANY IS TRASH!!! Your customer service has hung up the phone on me purposely. You tried to deny my last claim due to no date or pet name on the invoice which is a complete joke, because Helen Keller could show you where to find that on my invoice. You make the claim process unbearable in hopes that your clients just forget about it completely and you can steal their money. You are the worst insurance company I have ever dealt with and each claim NEVER gets smoother!! You have NOT done a damn thing to improve your claim process time and your direct failure to do so makes your company inaccurate!! You need to make these ratings have a 0 star rating because 1 star is NOT a good representation of how terrible your business actually is!! When will you start posting a well-rounded review and not only 5 star ratings, which I think are most likely fake since your business habits are nothing short of bogus. PetsBest is corruption at the highest level. You need to fire everyone and rehire the proper way and start being a credible company. Do better, because right now you aren't worth dirt on the bottom of someone's shoe!! I'll continue to make sure potential future clients know exactly how your 0 star rating business is actually ran, since your website is beyond misleading and I will do this until I actively see a significant change in my personal experience with your trash dumpster of an insurance company. So you can start by posting this FACTUAL, RAW, REAL and ACCURATE business review of PetsBest!!!...but then again, you won't because you are lying and deceitful!!”

Helpful Report

Posted 2 years ago

“Very disappointed in the slow service -payment response. Also they covered very little of my wellness plan. I am going to talk to my vet about their wellness plan options-as I think I am paying this service for nothing. Very disappointed customer-Barb”

Helpful Report

Posted 2 years ago

Hi Barbara, thanks for your 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. 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 claim 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 2 years ago

“I paid approximately 1500.00 in vet bills from a wellness visit, plus another 475.00 in insurance and only received 140.00 in compensation due to Pets Best changing most of the claims to illness and thereby charging almost everything to deductibles. I will not be renewing my insurance.”

Helpful Report

Posted 2 years ago

Hi Dave, thanks for your time and feedback. We regret to hear you will not be renewing your insurance. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. If you’d like, we’d be happy to go over your claims and coverage 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 2 years ago

“Pets Best has the slowest turn-around time to settle claims I have ever experienced. Very poor.”

Helpful Report

Posted 2 years ago

Hi Don, 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 15 days to be completed. However, more complex cases 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 2 years ago

“Went in for a wellness visit the bill from the vet was 900 pets best only paid 300 not worth how much I pay in premiums will cancel on renewal.”

Helpful Report

Posted 2 years ago

Hi Karl, thanks for your time and feedback. We regret to hear you intend to cancel your pet’s policy at renewal. When there’s a claim with both medical treatment and wellness items (routine care) on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. 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. Understand, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. 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. 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 2 years ago

“I am very happy with my coverage, however the amount of time to process a claim is excessive.”

Helpful Report

Posted 2 years ago

Hi Debbie, thanks for your time and feedback. We’re glad to hear you’re very happy with your coverage. 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 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may have caused, 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. We hope you have a good day. – PF

Posted 2 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