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

“So far working with Pets Best has been extremely difficult as both of my claims have needed appeal to be paid. I would never sign up with Pets Best if I could go back, but now I'm stuck with them. Beware. They clearly do not care about you or your pet's best interest.”

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Posted 3 years ago

We are sorry to hear about your experience. We hope your appeal is processed in your favor. Have a good day.

Posted 3 years ago

“I have been waiting more than 45 days to have 2 claims taken care of. It has turned into a full time job for me to call your company and find out what is happening. So now you are saying I had another insurance company but I don’t. The previous owner of Poppy who I adopted from a friend of a friend don’t know this person who owned her for a year. I purchased your insurance when I took owner of her. So no one can tell me how to resolve this issue so it is at a standstill. Wish someone could help me get this resolved”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“It is taking entirely too long to process claims for the amount of money I pay a year for pet insurance. The time line for processing a claim and getting your reimbursement just keeps increasing and using COVID as a excuse is not justifiable.”

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Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“I actually referred a new client to you.... Jamie Ritchie and her new pet puppy. I regret that i did. A well check turned into a illness vet visit. It took your team 6 fricking weeks to communicate to me that you were applying it all to my annual deductible. I regret i have your insurance.”

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Posted 3 years ago

“So far the $500 or so that I paid them for the policy seems to be a waste. They keep requesting the medical records from my dog's vet which we've sent repeatedly. When they do pay a claim it takes a long time and proportionally very little percentage of the cost. They don't answer the phone or chat on their webpage, so poor service. Don't waste your money or go to a different provider. I won't be renewing.”

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Posted 3 years ago

“When I first started with this company eight years ago you were fantastic. As time has gone on in the years have gone on I would not in 1 million years recommend anyone to your company. You Price gouge”

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Posted 3 years ago

Hi, we are very sorry to hear that. Yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date.

Posted 3 years ago

“SCAM!!! SCAM SCAM!”

Helpful Report

Posted 3 years ago

Hi Miranda, we are an accredited company by your state's department of insurance and have an A+ rating with the BBB. We encourage you to contact our customer care team if you have concerns about your policy.

Posted 3 years ago

“I am about to cancel my pet’s insurance. Not worth it. The company always tries to avoid paying out on claims. Always asking for further explanations and not covering many claims. I am wasting money and its cheaper not to pay the per insurance each month as it is too expensive anyway”

Helpful Report

Posted 3 years ago

Hi, we are sorry to hear you are considering canceling your policy. Claims are processed with information we receive from your vet. If you disagree with the claim decision, you are welcome to file an appeal with supporting documents.

Posted 3 years ago

“So expensive, high premiums, and the premiums go up every year. Lots not covered including certain necessary medications and prescription foods, vet visits, etc. I would switch if we weren’t stuck due to pre existing conditions.”

Helpful Report

Posted 3 years ago

Hi, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet's chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. Rates are based on pet's age, breed, and cost of veterinary care in your area. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. We notify you 40 days prior to renewal to let you know what to expect and renewal is 12 months from your enrollment date. You can contact us to go over options to lower your rates.

Posted 3 years ago

“They never cover everything they say they will. And generally takes 3-5 weeks for what they do pay you.”

Helpful Report

Posted 3 years ago

Hi, your claim is processed based on the coverage you enrolled for your pet. We understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Submitted a wellness claim which is suppose to take up to 15 days, one month and 3 separate phone calls later my claim was finally processed. Ridiculous.”

Helpful Report

Posted 3 years ago

Hi Morgan, we appreciate you taking the time to provide feedback. Wellness claims can take 10-15 business days to process unless additional information is required. We are sorry to hear it took a long time to process your claim.

Posted 3 years ago

“I was very disappointed with the coverage. I called ahead and spoke to someone when my dog needed x-rays and an ultra sound. They said it covered those procedures. Of the $1500 in charged I’m getting $70 dollars and that was just for vaccinations. I will be canceling.”

Helpful Report

Posted 3 years ago

Hi, the claim was processed based on the policy and deductible options you selected. We recommend reviewing the policy you enrolled in and speaking with a customer care rep to explore options for more comprehensive coverage.

Posted 3 years ago

“I am a new customer and submitted a receipt for them for a wellness plan claim. They ended up splitting the claim because there were eye drops on the receipt. I spoke to several people and nobody could give me a straight answer. One person said the wellness claim would be processed alone and take 25 days to process and the other said it would be included with the illness and take 45 days to process. Additionally, supervisors at Pets Best are too good to speak with customers on the phone and force the underpaid phone rep to deal with an issue that should have gone to management. Overall, kind phone reps, but poor management.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Best Pets is drastically overpriced for what it “covers,” copays are like hidden fees, and it took MONTHS to be reimbursed for an injury. And, it didn’t cover her spaying, even though it was a result of being attacked and raped by another dog far too young, and it didn’t cover the dew claw removal that had to be done as a result of her injuries. My vet also reached out to Best Pets multiple times to send over her records and Best Pets claimed they never received them and denied the claim.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“claim processing takes forever. My latest claim was for a standard checkup in which there should be no deductible. Instead it was treated as a special visit. This means of course that it was subject to the $250 deductible so there was no payment. My only other experience with Pets Best was last year in which my dog had dental work. The processing took months and months whereby Pets Bets was constantly asking my vet for more information.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Couldn’t upload my claim pics in the app. Send email and got only 1/3 of the amount which I supposed to get”

Helpful Report

Posted 3 years ago

Hi, we encourage you to speak with customer care to review your options. The claims are processed based on the policy you enroll in.

Posted 3 years ago

“I'm unsure of what happened, however, the Claims Reimbursement process takes entirely too long to complete. I submitted my claim on 9/18/21 and it was fully processed on 11/1/21. Again, I don't know if it is because of such a high volume of incoming claims, but this is unacceptable.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Their claims processing is a disaster. I think they must have had a change in ownership. I referred so many people to their plans as I work in animal welfare but could never ever send them a referral again. They have extremely poor customer service, don't answer their phones. ect. I have been referring everyone to Healthy PAWS.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 years ago

“Claims are either not paid or only a tiny fraction is paid. Will be cancelling the policy for both pets. Terrible customer service … actually nonexistent.”

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Posted 3 years ago

Hi Kevin, we are sorry to see you go and wish you the best.

Posted 3 years ago

“I understand insurance companies have to ask questions when covering a claim.. but pets best could have cleared their concerns in two weeks...NOT 90 days. Customer service is non existent as you wait for ever 45 plus mins to talk to someone. Email a week? I would not recommend Pets Best to anyone.”

Helpful Report

Posted 3 years ago

Hi, we understand your concern. Claims are processed in the order in which they are received. Please allow 39-45 days for processing. We will contact you directly if additional information is required. Thank you for your patience.

Posted 3 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