Pets Best | Pet Insurance Review

The app is very easy to use as well as the process of submitting claims. The complaint I have is how long it took to get the refund.

So far, I am very pleased with Pets Best. The claims process is easy (literally you go online and upload a picture of your receipt,) everything I have expected to be covered has been, the Explanation of Benefits breakdown they send is easy to understand, and I find their premium/deductible very reasonable. I have been a veterinary technician for over 16 years and have researched and worked with MANY pet insurance companies over those years. When I got my new puppy last year I knew I was going to get her insurance but it took A LOT to decide on a company (I literally spent HOURS getting quotes and reading policies and fine prints). I finally decided on Pets Best for a number of reasons, including: their premium is reasonable especially for unlimited coverage which is an amazing piece of mind for a worrier like me and (a big one) their premium increase with age was the least drastic compared to other companies. I know if my pet ever develops an issue, that that issue will now be a preexisting condition if I ever switched insurance companies, I wanted to find a company I could stay with long term and be able to afford the coverage. Also, if my premium does get too high as she gets older I can downgrade my coverage or increase my copay to lower my rate and I will not need a 'new policy.' The veterinary industry is VERY busy right now resulting in many people submitting a lot of claims. That being said, you WILL have a long wait for your claims. People seem to bash the company for taking a long time to process claims and not covering pre-existing conditions, that is how pet insurance works. My claims on average have taken about a month (only 2.5 weeks for my last one though). People don't seem to understand pet insurance DOES NOT cover preexisting conditions, so if your dog just ruptured its cruciate ligament and you think getting insurance will pay for you to fix the problem, it won't. If you're mad Pets Best's 'customer service doesn't care and claims take too long to get your money, so you're going elsewhere,' just be aware if you've submitted claims your pet likely has a problem and now that's a preexisting condition that will not be covered at this 'new insurance' you're switching too. Pet insurance is an amazing peace of mind for those who want to know that in the event of a FUTURE problem, you are covered. I know if anything happens I can do EVERYTHING to save/help my pet and will not have to worry about costs in the end, totally worth it for me!

Claim process took very long.

The policy I purchased says it has 90% Reimbursement for all: Accidents, Illnesses, Cancer, Hereditary Conditions, Surgeries Emergency Care Take-Home Prescriptions Accident & Illness Exam Fees The first claim I submitted was for a minor accidental ingestion and treatment. I received a message that claims processing may take up to a month because of covid causing delays for the company. After a month I got a second message that They had reached out to my vet for further records to verify the claim (I had already submitted full records related to the claim). I contacted my vet, who said they had not received any communication from petsbest asking for further info. But my vet gave me a copy of all my dogs records to send to pets best. The very next day, I received a 3rd message from pets best stating that my claim was denied because 'the services being claimed are not covered'. However in the explanation of benefits attached, it only said that further info had been requested, not that the service wasn't covered. And they hadn't even given me a full 24 hours to send the the additional records before denying my claim. Will be contesting this decision. And requesting a refund and cancellation of the policy. VERY DISAPPOINTED! NO COVERAGE!

Great company and very well priced pet insurance. However reimbursement takes a while.