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

“Pets Best takes too long to process claims. That's it.”

Posted 1 year ago

Hi Janet, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“So far it has been adequate and much better than not having pet insurance. They are very slow in completing claims and they often want more information - some of which has already been provided. That said they have paid or applied to my deductible all but one of my claims in 4 years. One claim they never paid- despite me sending more information and being told by the agent it had been approved. But instead they just designated it incomplete and I gave up.”

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Posted 1 year ago

Hi Lorraine, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. If you’d like, we’d be happy to go over your claim 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. 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

“Ultimately our claims were partially covered but it took almost two months to process our claims, with multiple emails back and forth between vets.”

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Posted 1 year ago

Hi Chris, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Last year Pets Best raised the premium to make it unaffordable for us to carry the insurance; as a result we had to drop some of the coverage. The premiums are taking way too long to be paid. If our dog didn't have a pre-existing condition I would drop PetsBest in a minute.”

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Posted 1 year ago

Hi Saretta, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. 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

“The reimbursement timeline is far too long.”

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Posted 1 year ago

Hi Christopher, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“The app doesn't work at all and claims take a long time to process. Not very user friendly.”

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Posted 1 year ago

Hi Lindsay, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best processes claims very slowly. It typically takes at least a month for them to process a claim and then an additional 10 days to send a check. They usually send an email 14 days after the claim is filed to apologize for the delay due to "longer than anticipated processing times". They are making no effort to improve their processing time. They also have denied claims due to pre-existing conditions which were clearly not pre-existing. This required appeals and additional weeks of review to finally get our check. I wouldn't recommend.”

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Posted 1 year ago

Hi Jason, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Pets Best does not cover many treatments. When they cover, there are deductibles and CO-PAY. At the end, there is almost no reimbursement.”

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Posted 1 year ago

Hi Noriko, thanks for your time and feedback. Keep in mind all Accident and Illness policies have a Policyholder-chosen copay and deductible that must be met before reimbursing on eligible claims. You can find your Policy Information under Documents and Forms in your account on our website. If you’d like to discuss the specifics of your claim, we'd be happy to assist. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. 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

“I set the company at a “3” for the training of the following: It is 12/25/23, I’ve not received the compensation at this time, yet you ask for a review (utterly perplexing). Also the knit pick you do with medications for emergent care is again perplexing, and I retired from the medical field … So at this time no, no glowing review at this time . You’ve barely done anything .”

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Posted 1 year ago

Hi Kevin, thanks for your time and feedback. 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 have been very disappointed with the time frame that it takes to process payment when i supply all documentation at the time i file the claim and be reimbursed.”

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Posted 1 year ago

Hi Margaret, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“I did a lot of research when choosing pet insurance. One of the points I chose PB is their fast turnaround. This is my 2nd claim submitted and can’t even say I am remotely impressed. Took weeks both times. My friends who have another carrier get paid in less than a week to a week the longest.”

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Posted 1 year ago

Hi Aimee, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“It seems that we keep paying and not having any of our dogs medical bills paid. And we took one of the better plans. My advice is to have someone help you understand the plan you pick. I will be canceling.”

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Posted 1 year ago

Hi Laura, thanks for your time and feedback. We regret to hear that you’re ready to cancel your pet’s policy. 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

“Having three pets in our home and two of them are insured. One dog belongs to my husband and the other two belong to me. I pay for anything that pertains to mine with my CC which is not a problem until I submit a claim for my one, then I am not recognized, all communication goes to him along with payouts. Most of the time he doesn't tell me about the emails. I can't understand why they can't put us both on the account. We both reside in the same residence.”

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Posted 1 year ago

Hi Vincent, thank you for your time and feedback. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Unfortunately, we are only able to store one direct deposit account and one primary email address on file to which all automatic communications are sent. If you'd like, we can separate your policies/accounts so that you can keep your information separate. To request this change or find out more, please 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. 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

“You eventually approved my claim, but the journey to get there was an Odyssey of incompetence. I'm stuck with you since if I change carriers now the new one won't cover her existing condition. But I won't be recommending Pets Best to anybody unless you figure out how to communicate responsibly with your clients, including requesting information from the client directly before closing the claim, and checking your f***ing email because my vets did send you all the information BEFORE you closed the claim and y'all just ignored that and closed it anyway. Your call center operators are very nice and helpful, even if the menu system to get to a real person is long-winded and poorly designed. It's clearly intended to discourage people from talking to an operator, which is weird because those operators are the only thing about your company I actually like so far. I'm giving 3 stars because the claim was eventually approved. It feels generous.”

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Posted 1 year ago

Hi Devin, thanks for sharing your thoughts as they are important to us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Too expensive.”

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Posted 1 year ago

Hi Benjamin, thank you for your time and feedback. The premium 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. If you’d like, we’d be happy to go over your options for reducing your premium. 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 option is to chat with an agent by logging into our website and clicking the blue chat icon. 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

“Very quick to deny claims. Very slow to approve and pay claims.”

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Posted 1 year ago

Hi Noel, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Having been with them for too long but the review of claims is taking too long. They said they had a lot of claims these days but it should take less than a month to review.”

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Posted 1 year ago

Hi Laura, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Takes to long to process a claim”

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Posted 1 year ago

Hi Marwan, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“The initial experience of shopping for insurance was great. They were very reasonably priced and offered better coverage than other providers I shopped for. With that said, they are super slow to process claims. It takes ~4+ weeks for processing. If you are ok with that, then they are a good provider, however, my expectations were higher based on what I read on their site.”

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Posted 1 year ago

Hi Chris, thank you for your time and feedback. We understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year ago

“Prices keep rising and takes forever to get a claim completed.”

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Posted 1 year ago

Hi Brit, thank you for your time and feedback. 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 understand your concern about faster claim processing. Pets Best is actively investing in our people, processes, and technology for our claims workflows to better service our pet parents. We are committed to continued work toward decreasing claim processing time and providing more efficient service and a more positive experience for our members. We apologize for any inconvenience caused and thank you for your patience. We hope you have a good day. -AS

Posted 1 year 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