Pets Best | Pet Insurance Review

For your peace of mind, get this insurance. It paid for itself on the first accident. If you have a Labrador, you will have an accident eventually. :-)

I’ve been extremely satisfied with pet Best and their fast turn around on my flames. Fetch emergency cancer centers have been very caring with Duke and helping me do what we can to keep him comfortable at this time with his cancer.

Extremely frustrated with both the claims process and the customer service I received from Pets Best. This was a chat interaction on 8/14 I contacted them because it had been 8 days since I submitted a claim and I had not received the reimbursement. I was then told that although the claim had been completed, the payment was not actually sent until August 11, and the 5–7 business-day deposit window began on that date. That explanation would have been fine if it had been communicated clearly from the beginning. The larger problem involved a second claim for my dog’s UTI. His August 6 wellness visit was his first veterinary visit since I adopted him. Labs taken during that visit revealed the UTI, and the veterinarian later called and prescribed an antibiotic, which I picked up on August 11. Pets Best treated the prescription date as a separate “date of service” and requested 12 months of medical records to determine whether the UTI was pre-existing—even though I repeatedly explained that there are no earlier veterinary records. The representative initially said Pets Best had requested the records from the veterinarian, but later told me I needed to obtain and submit them myself. When I tried to clarify what records were still needed and who was responsible for sending them, I received repetitive answers and was repeatedly asked questions I had already answered. Early in the conversation, I used the word “damn” once while expressing frustration about the confusing claim setup. It was not directed at the representative, and I did not continue using profanity. Nevertheless, the representative repeatedly reprimanded me for being “disrespectful” instead of answering my remaining questions. When I requested a supervisor, I was given a phone number and the chat was terminated. I understand that an insurer may need documentation to confirm that a condition was not pre-existing. What I do not appreciate is contradictory guidance, repeatedly having to explain the same straightforward timeline, and having a representative focus more on policing my tone than resolving the issue. This experience has left me with very little confidence in how Pets Best will handle future claims when my animals need care.

Good

You will not be disappointed choosing this service. From the day I had a friend refer me and signing up the past 2 years have been a wonderful experience. You never have to wonder the claim status as they are on top of it. Excellent customer service and they are great to work with. Worth the money and worth the care received.