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 payouts take a long time. Additionally the whole amount does not apply to the deductible, only a percentage.”

Helpful Report

Posted 1 year ago

Hi Diana, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Coinsurance, minus the Policyholder’s chosen Deductible, up to the Annual Limit of the policy. What this means is, on an eligible Accident and Illness claim, we apply the Coinsurance percentage first to all eligible line items, and then the Annual Deductible, and what’s remaining is the Reimbursement, up to the Annual Limit of the Policy. That’s because the Policyholder is responsible for the Coinsurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. We hope you have a great rest of your day. - AS

Posted 1 year ago

“The claim process takes a long time to get a response about claims. Not all claims are covered as stated. The app doesn’t work as it should, I use the website to check on claims.”

Helpful Report

Posted 1 year ago

Hi Ryan, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. If you’d like, we’d be happy to go over your claim 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Its taking longer and longer to get reimbursed submitting claims”

Helpful Report

Posted 1 year ago

Hi Tony, 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 to pay a claim and too many ineligible charges. not worth the monthly membership cost”

Helpful Report

Posted 1 year ago

Hi Nancy, 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

“Not bad, but they take tooo long to review and process your claims even when you submit all correct paper work. I been waiting since Sept.7th for a wellness claim. It was just approved yesterday Oct. 20th.”

Helpful Report

Posted 1 year ago

Hi Nash, 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

“Ok company but slow to process claims, and slow to pay.”

Helpful Report

Posted 1 year ago

Hi Patricia, 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’ve been a customer for over 6 years now and the claims process was alot quicker years ago. It would take 5 days total and now it takes almost a month and a half to complete the claim. That to me is unacceptable! I am considering to not renew my plans because of this.”

Helpful Report

Posted 1 year ago

Hi Lynn, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s 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 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 of a turn around time to get claims paid. Ridiculously, unreasonably high increases in premiums from year to year.”

Helpful Report

Posted 1 year ago

Hi Nada, thank you for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. 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

“Well my experience so far is that the is no follow up with payment information. When will you receive it or if not. So I’m giving 3stars right now.”

Helpful Report

Posted 1 year ago

Hi Marisol, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. 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. We hope you have a good day. - AS

Posted 1 year ago

“I would have given it 5 stars when my policy first started last December. However, since then the claims process has taken so long it is ridiculous. They were originally super fast. Other than the the value you get for the money is worth it compared to other policies. If they can fix the claims times it would be back to being the perfect pet insurance.”

Helpful Report

Posted 1 year ago

Hi Kimberlee, 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. 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 way too long to settle a claim”

Helpful Report

Posted 1 year ago

Hi Henry, 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 don't know why I didn't get a refund back this year. I paid out more this year than last year and didn't get any money back. Last year I received $233 back and this year I got nothing.”

Helpful Report

Posted 1 year ago

Hi Beverly, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Coverage/pricing is in line, but the substantial amount of time it takes to receive compensation is a bit excessive.”

Helpful Report

Posted 1 year ago

Hi Alex, 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. 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

“Filed 2 claims, I have 2 dogs, that went to the vet on the same day for the same thing. One had their flu shot covered and the other didn’t. It’s not a lot of money but if a vaccination is covered for one a reasonable person would think it’s covered for the other.”

Helpful Report

Posted 1 year ago

Hi Rodney, thanks for sharing your thoughts as they are important to us. 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

“Every year it gets more expensive, I'm going to shop for more affordable insurance next term.”

Helpful Report

Posted 1 year ago

Hi Arlene, thank you for your time and feedback. We regret to learn that you're planning on shopping around for another insurance provider. Please understand, premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. We hope you have a great rest of your day. -AS

Posted 1 year ago

“The price keeps going up and it seems like it takes longer and longer to get reimbursed.”

Helpful Report

Posted 1 year ago

Hi Jeff, thank you for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. Premium increases happen at your renewal or your anniversary date with us. That’s when we consider your pet to be a year older. The premium at renewal is not based on the claims you’ve submitted, but it is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. As pets age, their odds of needing medical care increase, as do the odds this care will be more expensive. Premium changes occur annually at renewal to balance these age-related health risks with rising medical care needs. We hope you have a great rest of your day. -AS

Posted 1 year ago

“I used to recommend Pets Best but they recently Declined an ear infection that was my dogs first in 7 years and tried to deny it saying it was caused by afoot. I will not recommend a comapny that tries to get out of paying a service they should be taking care of especially when the rates are so high”

Helpful Report

Posted 1 year ago

Hi Laurie, thanks for your time and feedback. If you’d like, we’d be happy to go over your claim 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. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. - AS

Posted 1 year ago

“Claim says paid but it still hasn’t been distributed… may take a week to get to the account set up for autopay… hmm hope it gets here soon”

Helpful Report

Posted 1 year ago

Hi Bremen, thanks for your time and feedback. Rest assured, we’re continually focused on enhancing efficiency and reducing the time it takes to process claims. 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. We hope you have a good day. - AS

Posted 1 year ago

“Takes way too long to get a claim processed and paid. At one time I could submit the claim online through the ap and have a check in two weeks. My last two claims I will be lucky to have the check within a month to six weeks. I have paid premiums for years on time. Very dissapointed.”

Helpful Report

Posted 1 year ago

Hi Adam, 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

“Best experience I’ve had with Pets Best is in resolving an appeal that I never should have needed to file because the original claims processor did not process the claim correctly. As many times, as I tried to explain that it was simply a matter of “you have the wrong dog “I still had to go through an appeals process. They, fortunately, were able to get the appeal handled very quickly. More quickly, I might add, than your team processes regular claims. I find claims processing to be very slow, and in the case of my last two, very wrong.”

Helpful Report

Posted 1 year ago

Hi Kay, thanks for your time and feedback. We're happy to hear your claim was resolved during the appeal review process. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We hope you have a good day. - AS

Posted 1 year ago

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