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

“Customer service is hit or miss. I’ve had one airhead help me, and 1 really excellent representative.”

Posted 2 years ago

Hi Marilyn, thank you for your time and feedback. We continually strive to deliver the best customer service experience and apologize if any of your experiences with us have fallen short of that. We appreciate your reaching out to us to let us know, as your feedback helps us to see where we can take actions to improve. Thank you so much for your time. We hope you have a great rest of your day. - PF

Posted 2 years ago

“I have been a satisfied customer since 2016. I had 2 🐶🐶. In May by Yorke (mocha) had to put to sleep Hardest thing I ever had 2 do she was only 5😕…so now pets best I has increased my remaining 🐶 policy🤔. So I’m currently looking @ other Insurance…. ✌🏼❤️”

Helpful Report

Posted 2 years ago

Hi Thomas, thanks for your time and feedback. We are so very sorry to hear of the loss of your dog as we understand that losing a pet is like losing a family member. If both of your pet’s policies were under the same Underwriter, you probably had a multi-pet discount that unfortunately you were no longer eligible for when you canceled your deceased pet’s policy. Also, 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. You can review the options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. We’d be happy to go over the options to reduce your premium 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

“The time it took to process the claim was almost a month. I even called half way and talked to a representative who called the vet to confirm I paid and left on a note on the file. I still had to resubmit paperwork. I had to front a lot of money and a month is a long time to wait to get it back.”

Helpful Report

Posted 2 years ago

Hi Doug, 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. This time frame starts 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

“They take a month to pay you back, super slow service. Don’t use this company.”

Helpful Report

Posted 2 years ago

Hi Carla, 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

“The first time I submitted a claim the process was very quick. The second time took much longer and required additional submissions. Also, my claim was denied because Pet Best said the surgery was routine but it was due to an emergency that happened when on vacation.”

Helpful Report

Posted 2 years ago

Hi Marianna, thanks for reaching out. 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. Our Best Wellness endorsement is the only place where we offer benefit for a pet’s Spay or Neuter. If a Policyholder subscribes to Essential Wellness or doesn’t subscribe to a wellness endorsement, there would be no coverage for a Spay or Neuter on their policy, as they are a direct exclusion of our Accident and Illness policy. You can find your Policy Documents under Documents and Forms in your account on our website. 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

“Not off to a good start! Communication has not been good and a claim was denied stating existing condition, which it’s not. Now I have to call them for a second time since they don’t have email customer service.”

Helpful Report

Posted 2 years ago

Hi Nancy, 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 2 years ago

“You take a $500 deductable then instead of getting 90% back of what you spen you then take co-pays from each item. And the co-pay varies. Its bizar”

Helpful Report

Posted 2 years ago

Hi Robin, thanks for your time and feedback. 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. 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

“Did not cover our pet's allergy meds or exam.”

Helpful Report

Posted 2 years ago

Hi Regena, 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 2 years ago

“They take way too long to process claims. I also have 2 labs the same age and got them about 1 year apart. One lab has coverage with one company and the other has coverage with another company with a $400 a year difference in cost. I asked for it to be adjusted since I've been a longtime customer with many dogs. They said I would have to cancel one policy and start a new one but the dog's pre-existing alergy condition would not be covered. I will not use this company in the future.”

Helpful Report

Posted 2 years ago

Hi Andrea, thanks for your time and feedback. We are sad to hear you will not use us in the future. 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 currently. Switching from one Underwriter to another Underwriter requires a re-write of the policy. 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 Accident and Illness policy, and new waiting periods, which would be 3-days for Accidents, 14-days for Illnesses, and 6 months for Cruciate Ligament Injuries. Unfortunately, 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. We’d be happy to go over your 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

“Very disorganized. Huge delay and confusion about what info needed., etc. very poor communication. So far not great coverage, big deductibles. .”

Helpful Report

Posted 2 years ago

Hi Anne, thank you for your time and feedback. We apologize for any inconvenience you may have experienced. We’d be happy to go over your 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

“Kinda BS insurance if they are not completely clear on what is covered versus not and the timeframes. Feels like a waste of money”

Helpful Report

Posted 2 years ago

Hi April, 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. 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 Policy Documents 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

“I am surprised by how little this insurance pays. Very dissatisfied.”

Helpful Report

Posted 2 years ago

Hi Melodie, thank you for your time and feedback. We’re sad to hear you’re very dissatisfied. 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 the 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 or by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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 received a payment but it doesn't advise for what pet. Can you please advise if this is for Ida or Gunner?”

Helpful Report

Posted 2 years ago

Hi Bonnie, thank you for reaching out to us. On the Explanation of Benefits we send out to our Policyholders, the "Pet Name" is directly under the bolded "Claim Details" toward the top left side of the Explanation of Benefits schedule. Also, if you log into your account on the app or our website at www.petsbest.com, you should be able to see which pet your Explanation of Benefits was for there. We apologize, but for your security, we will not be able to provide you with which pet the Explanation of Benefits you receive was for here, as we will need you to contact our Customer Care Team so we can access your policy and verify it to provide the information you’re requesting. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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

“Would not recommend Pets best at this point. Too many issues submitting a claim, they find every reason to not pay or to reduce payment. They provide little for wellness. Nationwide did much better. Very frustrating. Another insurance company that will mess you over to save a buck.”

Helpful Report

Posted 2 years ago

Hi Dave, thank you for your time and feedback. We apologize for any frustration you’ve experienced in submitting your claims. 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. These time frames start from the time we receive an itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. 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 the 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 or by logging into our website at www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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

“The claim process was easy, but the application of definitions for deductible and co-insurance is misleading (and they don't cover taxes - a significant cost of the procedure), so I will be looking for another company. The deductible for PetsBest is NOT how much you have to pay before insurance kicks in. You have to pay co-insurance on everything from the first dollar and that does not count towards your deductible, so if you have a $1000 deductible with a 10% co-insurance, you actually have to pay sightly over over $1100 before the insurance will kick in. All combined, I was reimbursed about half as much as I was expecting.”

Helpful Report

Posted 2 years ago

Hi Kathryn, thanks for your time and feedback. We’re sad to hear you’ll be looking for another company. You are correct, taxes are directly excluded from our policies and not covered. It is also 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. 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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 was enticed with lower rates and have watched them increase consistently. Also, I would never have switched if I know my dogs ongoing skin condition would longer be covered (pre-existing). I recognize that part is most likely my fault. Claims and Customer service takes longer than I would have hoped to respond.”

Helpful Report

Posted 2 years ago

Hi Susan, thanks 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. You can review options to reduce your premium by logging into your account on our website at www.petsbest.com and going to the Benefits button under your pet’s name. 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. 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 currently. We apologize for any inconvenience this has caused and thank you for your patience. We’d be happy to go over the options to reduce your premium with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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

“The plan I chose was based on the 90% it claims it covers, and I have yet to receive a 90% reimbursement on any of the services my dog has received. More importantly, it takes pets best forever to process the claims which is really stressful because you have to pay the vet bills out of your own pocket first which can be thousands of dollars in emergency surgical situations. Not many people have that kind of money just laying around. I will most likely cancel this insurance once my last reimbursement is processed. I’m very disappointed.”

Helpful Report

Posted 2 years ago

Hi Joe, thank you for your time and feedback. We are sad to hear you’ll most likely cancel your pet’s policy once your last claim is processed. 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. This time frame starts from the time we receive an itemized invoice showing proof of payment to your veterinarian for the full amount of the services on the invoice. We do have a Vet Direct Pay option available for our Policyholders, where once the services are rendered the Policyholder can submit the Veterinarian Reimbursement Release Form along with their itemized invoice to us for claim processing to reimburse the veterinarian on an eligible claim. However, the Veterinarian must be willing to sign the form along with the Policyholder. The Veterinarian Reimbursement Release Form is not a guarantee of benefit as we cannot guarantee specific claims outcomes, or the payment of a claim until all information has been received and reviewed, and there is still claim processing time involved so the Veterinarian must be willing to accept a delayed reimbursement if the condition is coverable. You can find a copy of your Veterinarian Reimbursement Release Form under Documents and Forms in your account on our website. 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 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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

“The reason I am only giving 2 stars is for the lack of coverage for wellness care that you are paying a premium $ amt. I do not understand this. I am making sure my 2 puppys have received all wellness meds to date and now am seeing that i have hit a limit and will not get any money back. I am talking about flee/tick meds that have to be given every 3 months. Or, I got what I call "water shots" to prevent illness if they drink water while we are camping and become ill. So i guess you are just paying out on sever illness and emergency surgery. Makes no sence to me. I felt mislead when purchasing these policies.”

Helpful Report

Posted 2 years ago

Hi Janie, 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. 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 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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 has been terrible service.”

Helpful Report

Posted 2 years ago

Hi Desiree, thank you for your time and feedback. We continually strive to deliver the best customer care experience and apologize if any of your experiences with us have fallen short of that. We’d be happy to go over your concerns with you. You can contact our Customer Care Team by calling (877) 738-7237 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. We look forward to hearing from you if we can be of assistance and hope you have a great rest of your day. – PF

Posted 2 years ago

“I have mixed views on this insurance. Every interaction I have had via phone has been pleasant. All of the people are professional and helpful, however I have no clue where the money I’m paying monthly is going. I’ve had several phone calls just to explain why nothing is being covered by the insurance and every time I’m left wondering why I continue to use PetsBest. I’ve been a paying customer for almost a year now and I’ve had to pay the majority of every fee/medication/visit/vet bill I’ve received. If we were to put how much I’ve paid for coverage side by side with the actual coverage I’ve received I think it would be very disproportionate. I understand it depends on what plan we chose, but even still- we aren’t very satisfied.”

Helpful Report

Posted 2 years ago

Hi Brielle, thank you for your time and feedback. We’re sad to hear you’re not very satisfied. 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 will be in the ineligible column, and the Explanation section will 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. 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. 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 Policy Documents 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 or by logging into our website www.petsbest.com and clicking on the blue speaking bubbles to chat with an Agent. Our 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. 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

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

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