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

“Constantly denies our dogs medication saying only medication on their approved list is covered, yet the medication is on their approved list.”

Helpful Report

Posted 2 years ago

Hi Michele, thank you for your time and feedback. We’d be happy to go over your claims 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Pet insurance is affordable, claims take a bit long to “ be reviewed “ I pay over $60 a month and when I file a claim 1-2 a year I get back like half …”

Helpful Report

Posted 2 years ago

Hi Vincent, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is 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. 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 will 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 Declaration Page and Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Your claim reimbursement turn around takes longer than needed. I don’t see you taking 3 weeks to take my payment out my account.”

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Posted 2 years ago

Hi Jonathan, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“It take long time before the payment”

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Posted 2 years ago

Hi Asghar, 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 are received. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I have been paying for this policy for 2 years and the first time I had to use it for a sick visit, I didn’t even get 10% of the cost back because of a huge deductible. Pets don’t tend to have ongoing needs so the chances that this will actually benefit me if when he’s old and possibly have a serious illness. It is a waste of my money. Very disappointing.”

Helpful Report

Posted 2 years ago

Hi Kimberly, thanks for your time and feedback. We’re sad to hear of your disappointment. When you receive an Accident and Illness claim Explanation of Benefits from us, if any of the processing went toward the co-pay or deductible, that means the claimed condition was coverable. If a claim is 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. We hope this helps and that you have a great rest of your day. – PF

Posted 2 years ago

“Claims typically take a long time to settle. It’s not easy to navigate to find exact status of amount of deductible met to date, etc.”

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Posted 2 years ago

Hi Linda, thanks for your time and feedback. We want to make sure you’re aware that Policyholders can see where they are at in meeting the deductible in their account on our website under “Benefits” by clicking the “Details” hyperlink next to the deductible. 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“Have only subscribed to pets best for a short time. I’ve submitted claims and am waiting for response.”

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Posted 2 years ago

Hi Jacquelyn, thanks for reaching out 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will usually be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I wish things were the way they used to be … claims paid within 7 days …”

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Posted 2 years ago

Hi Kristiina, 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“I have been with Pets Best for a lot of years through several dogs. Recently they have extended their claims processing payouts to 20-40 days. I guess they can't find help? Very disappointing. Before the "Pandemic" the claims were paid very quickly.”

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Posted 2 years ago

Hi Kimball, 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 are received. Accident and medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. – PF

Posted 2 years ago

“They have been good, but I’m a little bit disappointed that now that my cat is old enough to get a 3 year rabies vaccine, they only pay back the same as a 1 year. I paid $93 for her 3 year and only got back $15. I think it should be $45!”

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Posted 2 years ago

Hi Donna, thank you for your time and feedback. 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 will pay for that line item for your pet in a policy year. You can find your Wellness Schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Coverage i had when i first was covered was good and premium was fair. The last two years have seen enormous hikes in premium. I have had to reduce coverage to bring it down a little. I may need to shop elsewhere if the rates keep jumping.”

Helpful Report

Posted 2 years ago

Hi Angelo, thanks for your time and feedback. We’re sad to hear your thinking about shopping elsewhere for your pet’s insurance. 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. It sounds like you’ve already reviewed the options to reduce your premium. We’d be happy to answer any other questions you may have. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Its very confusing sometimes when the company will send you one bill that's declined (teeth cleaning) then send another that part of its approved. They have multiple categories on there to file a claim and doesn't always get to the right people. Impossible for you to call and talk to someone but my pets ER visit a few months ago they paid within 10 days after I had to drop 6k”

Helpful Report

Posted 3 years ago

Hi Nicholas, thanks for your time and feedback. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. Under the Accident and Illness policy, the Dental Coverage Section advises of the requirements that must be met for your pet to be eligible for Periodontal Disease coverage. However, preventative care is a direct exclusion of our Accident and Illness policy, so it doesn’t cover a pet’s teeth cleaning. Our Best Wellness endorsement is the only place where we offer some benefit for a pet’s Teeth Cleaning. Our Best Wellness endorsement is 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 will pay for that line item for your pet in a policy year. You can find your policy information and wellness schedule under Documents and Forms in your account on our website. We’d be happy to go over your claims and coverage 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“Submitting claims is very easy. Coverage documents are very vague and don’t disclose what specifics are covered. Claims are frequently incorrectly processed as wellness, because the reviewer has not looked at the individual charges to see that it was not a wellness visit.”

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Posted 3 years ago

Hi Taylor, thanks for your time and feedback. We are glad to hear you find submitting claims to be very easy. 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I am glad that I purchased insurance for my puppy. Although I was aware of the $250 deductible, I did not realize what the 80% co-insurance meant until a recent ER visit for a snake bite treatment. Now I know that no one seems to take Pet Insurance and I had to file the $881 claim for reimbursement. However, I now understand that the breakdown for reimbursement is $881, less the $250 deductible, and less the $176 co-pay, meaning I saved $455....well not quite! After the $227 annual insurance cost that does not pay for the 4 series of puppy vaccines, vet exams, and meds totalling $657. I count my self lucky to be in the hole for only about $419. Thank goodness I have pet insurance.”

Helpful Report

Posted 3 years ago

Hi Vicky, thanks for your time and feedback. We are so sorry to hear your puppy was bitten by a snake as that had to have been very a scary time for you. We hope your puppy is feeling better. When there is a claim with both medical treatment and wellness items on the invoice, we split the claim into two claims and process one for Accident and Illness, and one for Wellness. The Exam is usually processed toward the Accident and Illness policy as the pet was treated for a condition during the Exam. It is written into our newer underwriter’s Accident and Illness policy that we apply the Policyholder’s chosen Co-Insurance, 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 Co-Insurance 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 Co-Insurance percentage on the entire eligible invoice, even before meeting the Annual Deductible for the policy year. You can find this information under Documents and Forms in your account on our website. Each of our wellness options are an add-on endorsement that Policyholders can choose to add to their Accident and Illness policy at their renewal for an additional premium. 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 will pay for that line item for the pet in a policy year. You can find out if you have a wellness endorsement on your policy by going to your Declaration Page under Documents and Forms in your account on our website. If you find you don’t currently have a wellness endorsement on your policy, and think you might be interested in adding one to your policy at your next renewal, you can find the wellness schedule which includes both our endorsements and their additional premium cost information on our website at www.petsbest.com by hovering over Pet Insurance Plans and selecting Pet Wellness Plans. We’d be happy to go over your claims and coverage 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“It takes quite a long time for claims to be processed.”

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Posted 3 years ago

Hi Susan, 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. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. These time frames start from the time we receive a legible itemized invoice showing all the services done for your pet along with proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 2 years ago

“Very slow processing tume.”

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Posted 3 years ago

Hi Sandy, 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. Claims are processed in the order they are received. Medical claims are processed within 35 days currently. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 3 years ago

“I never had a bad word to say about Pets Best and I recommended them to everyone. That is, until they denied coverage of heartworm treatment due to it being a "pre-existing condition". Not cool.”

Helpful Report

Posted 3 years ago

Hi Bernadette, 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 Illness, 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. 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 substantiating documentation to us. Appeals are processed within 90 days currently. If you would like us to send you an Appeal Form for your claim, 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“It is disappointing one cannot add the more holistic plan once you have had a lesser plan. If the pets health and owners satisfaction was Pets Best utmost concern this would be allowed. My most recent claim took almost 2 months for approval. I was asked for three different proofs of payment on a claim. Other that those two complaints I have been very satisfied with Pets Best.”

Helpful Report

Posted 3 years ago

Hi Alison, thank you for your time and feedback. We are glad to hear that other than the two concerns you mentioned, you have very satisfied with us. We continually strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. Unfortunately, Policyholders can only add supplemental benefits (e.g., Rehab, Acupuncture, and Chiropractic) within the first 30 days of the policy. After the first 30 days of the policy, the Policyholder would have to choose to re-write the policy to add supplemental benefits. This would mean canceling the existing policy and starting a new one. On a re-written policy, there would be a new start date for the new policy, and new waiting periods, which would be 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament Injuries. Any condition that shows signs or symptoms prior to the new policy start date or during the new policy waiting periods wouldn’t be covered by the new policy. 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 are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. These time frames start from the time we receive a legible itemized invoice showing all the services done for your pet along with proof of payment to your veterinarian for the full amount of the services on the invoice. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

Posted 3 years ago

“My Canine has behavioral issues and I wish you covered bloodwork, CT, CAT scans as it is a legitimate health issue like aspergillosis or a broken leg.”

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Posted 3 years ago

Hi Laura, thank you for your time and feedback. Behavioral Conditions contain a specific exclusion, that limit their coverage to licensed veterinarian consultations and prescription medications as long as the Policyholder subscribes to Office Visits and Exam Fees and Take Home Prescriptions on their pet’s policy. The medication must also be on our List of Covered Medications. Other conditions are not limited by this specific exclusion. Mind you, the main exclusion on all our policies is that your pet must not have shown any signs or symptoms prior to the policy start, or during the policy waiting periods to have coverage for the condition. The Accident and Illness policy waiting periods are 3-days for Accidents, 14-days for Illness, and 6 months for Cruciate Ligament events. These waiting periods start from the effective date of the policy. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. We’d be happy to go over your 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. MDT and Saturday from 6:00 a.m. to 2:00 p.m. MDT. You can also chat with an agent by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MDT and Saturday from 7:00 a.m. to 2:00 p.m. MDT. We look forward to hearing from you if we can be of further assistance and hope you have a great rest of your day. – PF

Posted 3 years ago

“The clame process could be done faster It take too long to process the clame”

Helpful Report

Posted 3 years ago

Hi Joanna, thanks for your time and feedback. Rest assured, your claim processing time is a top priority for us, as we are continually focused on enhancing our efficiency and reducing the time it takes to process claims. Claims are processed in the order they are received. Medical claims are processed within 35 days and wellness claims within 18 days currently. However, if there is a wellness claim with medical treatment on the invoice, the wellness claim will be held to the medical claim processing time as we must process the invoice in its entirety for both. We apologize for any inconvenience this has caused and thank you for your patience. We hope you have a great rest of your day. - PF

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

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