Pets Best Insurance Reviews

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

4.3 Rating 28,956 Reviews

80 %

of reviewers recommend Pets Best Insurance

Company Reviews

Metrics

Info

4.3

Based on 28,956 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good insurance but takes forever to send payment and very long wait to talk to someone on the phone.”

Helpful Report

Posted 4 years ago

Hi, we appreciate your feedback.

Posted 4 years ago

“It took about 5 weeks to process the claim but the paid it. The denied my previous two claims, indicating pre existing conditions. I have appealed those rulings as of 5 weeks ago, and have not heard anything from them.”

Helpful Report

Posted 4 years ago

Hi, please allow 90 days for appeals to process. We will send the decision via certified mail.

Posted 4 years ago

“8/13/21- UPDATE: I am changing my original 1 star review to a 3 star review. After 46 days and endless amount of hoops. Of my original invoice of $8380 getting denied, a new resubmitted claim being open. Me throwing an absolute fit, possibly frustrating every Pets Best employee I finally got approval for my invoice. I will say I am pleased that my policy covered all treatment and medications with the exception of supplements and food my dog had to receive via NG tube. After many many hours of trying to be proactive and touching base on what was needed the claim was approved. I do give Adrianna and Kendra (chat customer service reps) a 5 star review. Both of them went way above and beyond any other reps I worked with. The set follow up reminders, the thumbed through the 141 pages of invoices & medical records. So thank you both. Also thank you to Tamra who had to deal with me at my absolute frustrated, less than professional self. We got off on the wrong foot, but she followed through in the end with the promises she made on getting my claim wrapped up and processed. Based off the coverage I did receive on these large bills I plan to stay with Pets Best and hope they are able to get their claims processes figured out to enable the quoted processing time of 15-21 days. Beyond disappointed in their lack of follow through on claims processing times. Was informed they basically have an "easy" button for claims that do not required medical records. 6/27 for over $8k, still hasn't been paid. Claim submitted 7/14/21 for $714 has been processed. They said they didn't require medical records for this claim, though a rep told me they had requested and received those medical records. If your pet needs thousands of $ in treatment, be prepared to not be reimbursed quickly or at all. Also do not expect any updates on the chat forum, besides "We apologize for the delay we are experiencing 45+ days for processing time". I guess for the monthly price this is the service you will receive.”

Helpful Report

Posted 4 years ago

Hi Heather, thank you for your feedback. We are sorry to hear you had a frustrating experience. We do not have an easy button for claims. All claims are carefully processed and reviewed in the order in which they are received. Please allow 39-45 days for claims to be reviewed. We appreciate your patience.

Posted 4 years ago

“They are usually very professional and understanding; however, they take a very very long time to process claims, which can be frustrating”

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Posted 4 years ago

Hi, we understand your concern and appreciate your feedback.

Posted 4 years ago

“If I could give 3.5 stars I would. The coverage is great but getting reimbursed for claims is a royal pain every time. The waiting period is anywhere from 3 weeks to 6 weeks to get reimbursed so if you had a very expensive bill for your pet and don’t want to front the $ you’ll have to pay interest on your credit card. Also, almost every time I submit they say there’s a delay with my reimbursement and I need to submit additional info because the dates of service are missing. I’ve started circling the dates on my receipts when I submit because it happens so often but even that hasn’t solved the problem.”

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Posted 4 years ago

Hi, we appreciate your feedback and review.

Posted 4 years ago

“Claim times are WAY too long.”

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Posted 4 years ago

Hi, we appreciate your feedback.

Posted 4 years ago

“I can’t see the advantage of having this insurance. If I take the cost of the policies each month and what I spend at the vet, I’d be way ahead by NOT having the insurance.”

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Posted 4 years ago

Vets typically require payment up front at the time of service, so all pet insurance companies offer reimbursement insurance which means you pay in full and then submit your claim for reimbursement via check or free direct deposit. However, in some cases vets are willing to work with long term clients and accept their insurance. In these cases, we can pay the vet directly but its at their discretion. We do not have a network of vets. You may go to any licensed vet anywhere in the US and Canada.

Posted 4 years ago

“The coverage is great, it feels like it takes forever for them to process the claimsthough. I got pet insurance because I wanted to be financially responsible and make sure I would be able to care for my pet under any circumstance. With the processing time, it sometimes makes me question if I should find a different provider.”

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Posted 4 years ago

Thank you for your review. We appreciate your feedback.

Posted 4 years ago

“Took way to long to approve and deny which is annoying. You guys have no problem charging my account monthly but the dragging of your feet is not making me happy with the service. Imma give you til 2022 to fix it or I'm out.”

Helpful Report

Posted 4 years ago

Hi Akira, we understand your concern. Correct, you are set up on auto-billing to pay for an insurance service and avoid a lapse in your pets coverage. We are diligently working on processing claims in the order in which they are received. Claim processing time is 39-45 days. We appreciate your patience.

Posted 4 years ago

“Slow to process claim (over a month) but they did eventually cover it.”

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Posted 4 years ago

Hi David, we are happy to hear your claim was paid! Have a good day.

Posted 4 years ago

“Slow reimbursement.”

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Posted 4 years ago

Thank you for your feedback. We are working on quicker claim processing time.

Posted 4 years ago

“The customer Service needs to be improved, it is very hard to access a customer representative by phone and the app is useless… they don’t know the answers amd refer you to the hot line. Something needs to be done.”

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Posted 4 years ago

Hi Raul, thank you for your feedback.

Posted 4 years ago

“Very slow to process a claim. Waited over a month. Waited for 30 minutes for some one to answer my phone call.”

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Posted 4 years ago

Hi, we appreciate your patience and we hope your pet is doing well.

Posted 4 years ago

“This is the first claim that I have filed with Pet’s Best, though I have had the insurance for three years. I was under the impression that the coverage would be 80% after the $200 deductible was met. That was not the case. They took the deductible PLUS charged me co-pay on some of the lab and surgical procedures. I am disappointed. I had cheaper insurance and switched to Pet’s Best for the convenience of auto debit from my payroll, plus what I thought was better coverage. Now that I needed it, I find that it is no better coverage than I had with my previous company’s coverage, but at a steeper price. I will be rethinking coverage at year end. I may go back to the prior provider, now having given Pet’s Best $1000s of dollars for 3 year’s coverage for 2 pets.”

Helpful Report

Posted 4 years ago

Hi, correct. As you mention in your review, we cover 80% of your vet bill, not 100% so you have a 20% copay which is the leftover balance after we cover 80%. You can certainly cancel if you are unhappy, you are not locked into a contract. You may contact one of our reps to go over your benefits and options to increase coverage. Have a good day.

Posted 4 years ago

“Slow on responds to claims.”

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Posted 4 years ago

Hi, we understand your concern and appreciate your patience.

Posted 4 years ago

“Your payout time sucks. It shouldn't take 2 months to get reimbursed for a claim. I don't recommend your company anymore.”

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Posted 4 years ago

Hi Andrea, we understand your concern and appreciate your feedback.

Posted 4 years ago

“Very slow processing of claims”

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Posted 4 years ago

Hi Susan, we understand and appreciate your patience. We are working on quicker claim processing.

Posted 4 years ago

“Taking a long time to process claims.”

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Posted 4 years ago

Hi Joanne, we appreciate your feedback.

Posted 4 years ago

“Price increases yearly and claims take way to long!”

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Posted 4 years ago

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

Posted 4 years ago

“I am getting thoroughly discouraged with customer service and the turnaround time now to receive reimbursements. It has drastically changed since over a year and a half. It took almost five to six weeks to receive my check payout. When I try to call, I was on hold for over 25 minutes twice and just hung up and gave up trying.”

Helpful Report

Posted 4 years ago

Hi, we understand and appreciate your patience. Our customer care team is answering calls in the order in which they are received.

Posted 4 years ago

Pets Best Insurance is rated 4.3 based on 28,956 reviews