Pets Best Insurance Reviews

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

4.3 Rating 28,955 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,955 reviews

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

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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I did not spend weeks comparing pet insurance but liked what I read. I made a big mistake. I submitted a claim per instructions but nothing was covered and had a high deduction. I'll never use Pets Best Pet Health Insurance again and will warn my friends to look else where.”

Helpful Report

Posted 5 years ago

Hi Harry, your claim was covered. We reimbursed for the illness claims submitted. We will have an agent contact you to clarify any concerns. Have a good day.

Posted 5 years ago

“SCAM. DO NOT BUY. I adopted my dog back in May 2019. I decided to get her insurance because she is pretty old. When I brought her to the vet, they told me she had periodontal disease. I thought, "Thank god I bought that insurance!" I submitted my claim, and after over 8 weeks of it being in the "waiting on vet info" stage, I contacted them to see what the problem was. They told me they were waiting on previous vet history from her and asked if she ever went to another vet. I told them no because I had just adopted her. They said okay, we'll make that note and continue processing the claim! They never once contacted me about this. I had to go out of my own way to contact them and ask what the issue was. First strike! Well, now it's January 2nd 2020. I received an email from them saying my claim was processed and how much I was to be refunded. Awesome! Just kidding, they sent me an additional email right after that telling me that I was not going to be refunded for anything because it was "a pre-existing condition." Well, I adopted her and the vets she saw previously didn't see that. I had NO idea she had periodontal disease - how could I?! I went to MY vet, and they told me. So why should I not be refunded just because I didn't know it was a pre-existing condition when I adopted her because she had no vet history? Absolutely RIDICULOUS. A SCAM! Do not buy this. I spent over $900 on the insurance last year, and to not be refunded my $500 bill? S-C-A-M. I am a hardworking 24 yo making a little more than minimum wage and paying for everything on my own. For them to take $900 from to "help" me and then not give me a refund? DISGUSTING. DESPICABLE. DO NOT BUY THIS INSURANCE. Thank you.”

Helpful Report

Posted 5 years ago

Hi Jenna, we understand your confusion. Just because a condition is not known to you, doesnt mean its not already present in the pet. Medical records indicate this issue originated prior to coverage which deems the condition pre-existing with any pet insurance company. Keep in mind if you decide to keep the policy, it will help you with new conditions that originate once the policy is in effect. Let us know if you have other questions.

Posted 5 years ago

“Horrible insurance company that do not care for your pet. Avoid at all costs.”

Helpful Report

Posted 5 years ago

Hi Jerome, we would like to look into your case. Please elaborate your complaint. Have a good day.

Posted 5 years ago

“Completely shocked when I received EOBs for my claims. Had absolutely no clue about a “co-pay” and line items I was told on a phone call would be covered under my plan, were not covered on my EOB. Truly upsetting and frustrating. I thought the local Boise Pets Best was different than the other insurance companies.”

Helpful Report

Posted 5 years ago

Hi Adabel, the policy you enrolled in is our most basic plan which excludes certain coverages. Additionally, we dont cover 100% of vet bills. Only up to 90%. Depending on what coverage you select, the leftover percentage would be your copay. We are happy to contact you and explain the coverage in detail. Have a good day.

Posted 5 years ago

“Was a loyal customer and when new plans took effect, my dog did not qualify for an unlimited incident plan. New customers only. Then Pets Best wanted to charge $189/month for a dog that had reached her lifetime limits. Pets Best doesn’t seem to want to retain customers. So I switched to Healthy Paws insurance for all three of my dogs and we’re very happy!”

Helpful Report

Posted 5 years ago

Hi Teri, when you enrolled we did not offer unlimited coverage. We now do. We are sorry to see you go and are happy you found the company for you.

Posted 5 years ago

“Looking at price point ... I switched from another insurance to petsbest in August 2019 during policy renewal. I was with the other since pup was born. This was my biggest regret. Since the switch All claims were being delayed “ We Apologize For The Delay” then We had every basic coverage denied I was harassed by the staff for records dating back to previous vet They were already faxed over twice and confirmed by my vet They continued their harassment and implied my vet was lying?! They denied every claim stating whatever they can and find any reason not to pay claims. They actually had one of the faxed Prior records as a claim?! Then denied that claim because it was from before I joined?! Clearly their mistakes- they tried to say my current vet submit the claim from my previous vet? Say what?! Finally I was fed up with the back and forth. When I asked to cancel it was the FASTEST response I had ever received from the team. Boom. We were DONE The account was canceled that day. Too bad they care so little about the customer satisfaction I am happily back with my original carrier”

Helpful Report

Posted 5 years ago

Hi Rene, we are sorry you had a negative experience. Your claims for your pet were paid and reimbursed. If there is some confusion, please give us a call. Have a good day.

Posted 5 years ago

“Prolonged time to get claim settled.”

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Posted 5 years ago

Hi Chris, claims are processed in the order in which they are received. We are currently experiencing high claim volume. If additional information is needed to process the claim, we will notify you. We appreciate your patience.

Posted 5 years ago

“14 day part of the policy is terrible. We didn’t know for sure we were getting the dog till we were there. No way to register without knowing then had to pay $2000 out of pocket since the puppy got sick three days after getting her. Took a month to tell me they weren’t paying either.”

Helpful Report

Posted 5 years ago

Hi Kaitlynn, we actually have some of the shortest waiting periods in the industry. You may enroll in a policy 10 days prior to getting the pet, if it doesnt work out, you can always cancel. We dont lock you into a contract. Sorry to see you go and wish you the best.

Posted 5 years ago

“Worst insurance company to deal with. Took over 60 days to approve a claim. Canceling plan ASAP”

Helpful Report

Posted 5 years ago

Claims are processed in the order in which they are received. We are currently experiencing high claim volume. If additional information is needed to process the claim. Sorry to hear you are cancelling. We wish you and your pet the best.

Posted 5 years ago

“I provided all medical documents and it took over 60 days for them to reimburse me for my claim. I had to call and complain and then was finally reimbursed. Also - they "hid" the definition of deductible on page 21 of the policy jacket, where they state a co-pay is applied before your deductible. So basically they deceive you with the deductible. If your policy has a 1000 deductible and an 80% coinsurance, then your TRUE deductible is $1200 before they will pay anything. It is VERY deceptive and I'm highly disappointed in this company at this point in time. There are other options - and I'm looking into them now.”

Helpful Report

Posted 5 years ago

Hi Jerry, the deductible is still $1000. We dont cover 100% reimbursement and you selected 80% with your policy. Therefore, your copay is 20% in addition to the deductible. You are welcome to request options for a lower deductible. However, keep in mind this will require a brand new policy with all new waiting periods. Have a good day.

Posted 5 years ago

“waiting over a month for $200”

Helpful Report

Posted 5 years ago

Claims are processed in the order in which they are received. We are currently experiencing high claim volume. If additional information is needed to process the claim, we will notify you. We appreciate your patience.

Posted 5 years ago

Hi Stephanie, claims are processed in the order in which they are received. We are currently experiencing high claim volume. If medical records are requested, the time it takes for your vet to send that information, can delay the process. We will notify you when the claim is done processing.

Posted 5 years ago

“30 days to process a simple medication refill claim. Unacceptable.”

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Posted 5 years ago

We apologize about the delay. Your claim and your pet are important to us. This isn't normal for our company to take this long, and we promise it is not intentional. We have experienced an overwhelming amount of growth in our business that was not expected and are currently processing more claims than we could have ever anticipated. We understand this is not your fault, but we are working really hard to get back up to speed, and we appreciate your business as we work towards that goal.

Posted 5 years ago

“Doesn’t cover anything even basic stuff”

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Posted 5 years ago

Hi Ashley, our records show we reimbursed every single one of your wellness claims. Please contact us as there seems to be a misunderstanding.

Posted 5 years ago

“The worst pet insurance company.”

Helpful Report

Posted 5 years ago

Hi Simeon, we are sorry you had a negative experience. Reach out if you would like us to look into your complaint. Have a good day.

Posted 5 years ago

“Prices are unbelievable!!!!!”

Helpful Report

Posted 5 years ago

Hi Bella, 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. You'll be happy to know that prices do not go up because of your pet's personal claims filing activity. Contact us if you would like to go over options for lower rates.

Posted 5 years ago

“Bad do not use them”

Helpful Report

Posted 5 years ago

Hi Rosanna, we would like to look into your concern and would appreciate it if you would please elaborate on your negative experience. Thank you for reaching out. Have a good day.

Posted 5 years ago

“There are better options out there from your Vet. This insurance doesn't cover many of the Dr. Visits or treatments a new puppy needs. In hindsight I should have gone with my gut and took the care plan from my Vet instead of trusting reviews online. Disappointed”

Helpful Report

Posted 5 years ago

Hi Daniel, we do cover the visit as long as you include it in the coverage in which you enroll your pet. Please give us a call and we can discuss different options for your pet. Have a good day!

Posted 5 years ago

“Every claim I have put in has been denied for one reason or the other. Now one was finally accepted and I got back a whooping $.73. I really don’t know why I’m paying for the insurance!!”

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Posted 5 years ago

Hi Dana, our records show we have reimbursed your high dollar claims. Please contact us if there is some confusion.

Posted 5 years ago

“Two years prior to my getting this insurance, my dog had a UTI. They refused to cover the claim even though I had her cleared by a Specialist, that she was kidney healthy. They said It was because the bacteria was never identified! Seriously? Not cool, or consumer friendly.”

Helpful Report

Posted 5 years ago

Hi Diana, claims are processed with medical records from your vet. We see you have filed an appeal and will contact you via certified mail when the appeal is done being reviewed. Have a good day.

Posted 5 years ago

“Claim process time is typically 3 times the amount they tell you when signing up.”

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Posted 5 years ago

Hi Jordan, average claim processing time is 7-10 days. Currently, we are experiencing unusual claim volume and appreciate your patience while we get back to our normal processing time. Have a good day.

Posted 5 years ago

Pets Best Insurance is rated 4.3 based on 28,955 reviews