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

“Coverage is great but turn around time for claims sucks. Every claim I've submitted has taken approximately a month before a decision is made. I used a different insurance company previously with an older pet and their turn around time never exceeded 2 weeks and rarely did it take that long.”

Helpful Report

Posted 2 years ago

Hi Ashley, thanks for your time and feedback. We're happy to hear you're happy with your policy coverage. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We apologize for any inconvenience and thank you for your patience. If you'd like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 2 years ago

“To wait one month for an insurance refund is excessive especially when all appropriate paperwork and receipts were filed correctly”

Helpful Report

Posted 2 years ago

Hi Rita, thanks for your time and feedback. Rest assured, we're continually focused on enhancing efficiency and reducing the time it takes to process claims. We appreciate your effort to ensure all proper paperwork is received, to avoid any additional delays. Claims are processed in the order they're received and can take an average of up to 15 days to be completed. However, more complex cases take up to 42 days currently. We apologize for any inconvenience this may cause and thank you for your patience. If you'd like to receive updates on your phone regarding your claims, you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. - AS

Posted 2 years ago

“Only issue i ever have is getting reimbursements done in a timely manner. I almost always have to resubmit multiple tines as there are issues identified every time even though the information is clearly provided. I've gotten to the point where i have to circle or highlight all the info and sometimes that still doesn't work. This last time I had to submit the same information over 3 times before it was accepted and processed”

Helpful Report

Posted 2 years ago

Hi Christine, thanks for your time and feedback. We're sad to learn you've had a negative claim experience. We are more than happy to review your claims with you and go into specific detail on how to submit a complete claim for a smoother experience. We ask that you not alter the invoices in any way, including circling or highlighting, although we appreciate your attempt to help the process along. 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 so we can be of further assistance and hope you have a great rest of your day. - AS

Posted 2 years ago

“I’m concerned why it takes 6 weeks to process a claim.”

Helpful Report

Posted 2 years ago

Hi Kristine, 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’re received, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“The turnaround time on claims is excessive compared to their peers in the market. Healthy Paws makes payment on claims in under 15 days. I am at a month since the claim was submitted and it is still in review.”

Helpful Report

Posted 2 years ago

Hi Matthew, 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’re received, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“I really like PetsBest insurance and think it's great that they offer such a great plan for reimbursement of veterinary expenses. However, the claims process and waiting time for claims to be processed is extremely long and needs to be sped up a bit. I had to wait well over 30 days for my claim to be processed.”

Helpful Report

Posted 2 years ago

Hi Keenan, thanks for your time and feedback. We’re happy to hear that you really like our pet insurance and think we offer a great plan. 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’re received. Claims take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. If there’s a wellness claim with medical treatment on the invoice, the wellness claim may be held to the medical claim processing time as we process the invoice in its entirety for both. We apologize for any inconvenience this may have caused, and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“I'm really on the fence with this company. You are not able to get an actual copy of your exact policy and what it covers. All of them are just generic sample policies that don't have much specific information in them. The cost per month is reasonable, but the time it takes to approve claims is just ridiculous. Expect at least a month if you submit everything. If you have them ask for records, it's going to be like 2 or 3 months. They denied my pups first claim, but never even requested records until after it was denied, but before I called to appeal it, so they didn't even do their job, just denied it because they didn't want to put in the effort to contact my vet. My vet repeatedly sent the records, even while I was standing there and they would deny claims saying they didn't get them, but when you would call to appeal it, they miraculously found them every time. I ended up getting all his records sent to me and I uploaded them multiple times and have all the records they would request emailed to me after the visit and upload them myself multiple times so they cannot deny not doing their job anymore. Still takes a month for claims to be approved, but saves the time on appealing it. They denied my pups claim on breathing issues when they found out he had an elongated soft palette because when he was 9 weeks old he had an upper respiratory infection that went away and had no breathing issues after that for months until the soft palette started to grow out. Two completely unrelated conditions, one a cold and one a birth defect. Typical insurance company, deny, deny, deny and hope the people don't do anything about it. Even some of the representatives I have talked to were baffled as to why my claims were denied, that's sad. My friend has nation wide and his claims don't even take a week to be reimbursed. This has prevented me from getting some procedures he needed because I couldn't afford to go without that much money for that long. They supposedly have a program that will pay the vet directly, but not my vet or any I have been to accepts it. If it wasn't such a hassle in the beginning and claims were paid in a reasonable time frame, I would give it a higher score.”

Helpful Report

Posted 2 years ago

Hi Kari, thank you for sharing your thoughts as they’re important to us. We strive to deliver the best experience and apologize if any of your experiences with us have fallen short of that. If you’d like, we’d be happy to go over your 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Took a long time for reimburement.”

Helpful Report

Posted 2 years ago

Hi Dorothy, 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’re received, and take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email. 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 have caused and thank you for your patience. We hope you have a good day. – PF

Posted 2 years ago

“Takes way too long to process claims compared lto other pet ins”

Helpful Report

Posted 2 years ago

Hi Jackie, 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’re received, and take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. These time frames start from the time we receive a closed itemized invoice that provides all the appropriate information and includes proof of payment. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“For the last 10+ years, I have no complaints. My dissatisfaction is caused by life-time limit on conditions/diagnoses to $2,500. My pet, McTavish had arthritis and was treated with medications. For a customer who has been insured for 14+ years for our pet McTavish was a healthy dog for 12 years, having very few claims under the policy. Only in the last 2+ years has she had monthly claims for her meds. This past month was the first time I heard of the life-time limit on payments for each condition last month and was told McTavish had reached her life-time benefit limit. Given that we've been paying over $500/month for her coverage, its seems unfair to stop getting claims payments on her first chronic condition. I feel ripped off. As McTavish aged, our premium increased and the coverage was reduced.”

Helpful Report

Posted 2 years ago

Hi Constance, thanks for sharing your thoughts as they’re important to us. We regret to hear that McTavish has had arthritis. If you’d like, we’d be happy to go over your 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“It was really great at first, but now it’s taking way too long to receive my claim back. It takes over a month sometimes to receive the money back, when previously it took a week. With big vet bills, it’s not really that convenient/helpful as it once was”

Helpful Report

Posted 2 years ago

Hi Sarah, we appreciate 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’re received, and take an average of 15 days to be completed. However, more complex cases take up to 42 days currently. Unfortunately, we cannot guarantee specific claims outcomes, or the payment of a claim, until all information has been received and reviewed. Once a claim has completed processing, we send out an Explanation of Benefits via email. 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. We hope you have a good day. – PF

Posted 2 years ago

“The insurance is not bad, but it is pricy and claims take a very long time to go through. 6+ weeks at times. It's a long time to wait to get your money back.”

Helpful Report

Posted 2 years ago

Hi Kelly, 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’re received. Claims take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. The estimated time it takes to process a claim can depend on several factors, including the volume of claims we’re receiving at that time. We apologize for any inconvenience this may have caused, and thank you for your patience. The premium rating is based on your pet’s age, breed, and the cost of veterinary care in your local zip code area. If you’d like to review the options to reduce your premium, you can log into your account on our website and select the Benefits button under your pet’s name. If we can be of assistance, we’d be happy to help. 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 available option is to chat with an agent by logging into our website and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“don’t cover a lot of maintenance care that is preventative”

Helpful Report

Posted 2 years ago

Hi Katie, thanks 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 would 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. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Every year the price goes up for the same service which is high. It takes forever to process a claim.they need to process claims faster and lower there monthly payments.”

Helpful Report

Posted 2 years ago

Hi Donna, 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’re received. Claims take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, and thank you for your patience. 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. Policyholders can review options to reduce their premium by logging into their account on our website and going to the Benefits button under their pet’s name. If you’d like, 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Decent but very slow service. I submitted 3 claims within the same week due to some medical emergencies for my dog and the first one still hasn’t completed processing nearly a month later.”

Helpful Report

Posted 2 years ago

Hi Melissa, 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’re received. Claims take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may cause, and thank you for your patience. If you’d like to receive updates on your phone regarding the status of your claim(s), you can sign up to receive push notifications on our app under the More menu. We hope you have a good day. – PF

Posted 2 years ago

“Dissapointed in the limitations on the wellness portion of the policy. Used only twice this year and blood work not covered for annual checkup”

Helpful Report

Posted 2 years ago

Hi Gary, thanks for your time and feedback. 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Reimbursements take too long. Currently looking for other options.”

Helpful Report

Posted 2 years ago

Hi Karen, thanks for your time and feedback. We regret to hear that you’re currently looking for other options. 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’re received. Claims take an average of 15 days to be completed. However, more complex cases can take up to 42 days currently. We apologize for any inconvenience this may have caused, 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. – PF

Posted 2 years ago

“Not a lot of value for your money, typical insurance company, deny, deny, deny until you put up a fight.”

Helpful Report

Posted 2 years ago

Hi Gary, thanks for your time and feedback. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“Insurance claims are promptly processed, however, it barely covers 50% of my dog’s vaccinations or other vet bills. My insurance premium went WAY up this year but my wellness coverage limit is still extremely low, especially in this economy. It makes me debate having insurance at all for my two dogs.”

Helpful Report

Posted 2 years ago

Hi Andrae, thanks for your time and feedback. We regret to hear that you’re debating about having insurance at all for your two dogs. 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 and going to the Benefits button under your pet’s name. 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 would 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. If you’d like, 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. MT and Saturday from 6:00 a.m. to 2:00 p.m. MT. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 years ago

“If you have a rescue dog (I adopted two a year and a half ago), do NOT get insurance here or with any other place - both need teeth extracted and I had one done at $1050 and insurance covered $90. Because I have no vet records of them before, it's case by case and what is claimed to see if it is covered - so far after about a year - I haven't even been reimbursed 10% of what I have submitted. Now, the third pup I've had since birth and have had her also on insurance since birth has had no problems being covered. I'm about to drop the rescues from insurance as it truly has been a waste of my money. Read the plan well and make sure you ask them or anyone about covering rescues before getting insurance. Clearly I didn't do this.... Customer Service is great and explains things very very well when I have questions.”

Helpful Report

Posted 2 years ago

Hi Marnie, thanks for sharing your thoughts, as they are important to us. We’re happy to hear that you feel our Customer Care Team is great, and that we explain things very, very well when you have questions. However, we regret to hear that you’re about to drop the rescues from your insurance. If you’d like, we’d be happy to go over your claims 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. Another available option is to chat with an agent by logging into our website at www.petsbest.com and clicking on the blue chat icon. Our chat hours are Monday through Friday from 7:00 a.m. to 6:00 p.m. MT and Saturday from 7:00 a.m. to 2:00 p.m. MT. We look forward to hearing from you if we can be of assistance and hope you have a good day. – PF

Posted 2 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