Pets Best | Pet Insurance Review

The issue started when my pup who had a mass cell tumor on the top of his head that was diagnosed and removed all within a three weeks timeframe. My claims for the visits, diagnosis, and the surgery were denied due to what they said was a pre-existing condition. Note: previously my pup had a lump under his jaw and it was diagnosed as a fatty lymphoma but that was diagnosed over two years ago (Information that was provided to Pets Best back then as I send everything related to my pets heath, no matter if it is covered or not). The lymphoma under my dogs chin was the reason the my pups claim was denied and I was told that this was a pre-existing condition and the bills totaling roughly $1200, none of would be covered. I then had to go down the extremely lengthy process of appealing each claim individually, getting a formal letter written by my vet stating it was not pre-existing, providing the biopsy notes from the lab that determined what type of mass cell tumor my pup had and writing a timetable for them to follow as the event happened. The appeal process took so long (Note: I provided all of the above requested information to them within a two weeks timeframe) that the 90 day follow up I had scheduled with a specialist to make sure the tumor was not popping back up was also denied because of the “pre-existing condition” that I was already appealing. I then had to open up ANOTHER appeal claim for the specialist visit. It took roughly 4 months all in all the finally get the reimbursement from Pets Best. The worst part is, is that I am now stuck with the company because if I were to go to a new insurance provider, EVERYTHING would be a pre-existing condition and at that point, I should not even have insurance at all. Needless to say I was extremely upset that they assumed that I was such a bad pet parent that it took over two years to get something removed rather than actually reading the forms that were provided to them and seeing the entire process my pup went through, diagnosis and removal took three weeks total.

The claim processing is too slow and not transparent. It took forever almost 45 days ! This is really frustrating experience.

I submitted new clain for 2021 for wellness exam and vaccination tier. The would not include the wellness exam amount allowed as per policy. The last exam was 7/15 / 2020 -last year. This new one done 8/4/2021 a whole year and week after the last. I do not know why they sited maximum had been used. when this was a new year. So I am not happy .

It’s a very user friendly and easy system to use but the decision to pay the claim or not takes way too long. This time it took 3 times as long and while I appreciate the email heads ups and apologies I can’t fathom why it could take this long. The claim either is covered according to your definition or not. Also they’re good at finding loopholes not to cover the silliest things. I understand how pet insurance works and have no choice but to accept it. But please don’t ask for my opinion as if you genuinely care.

Saw the on Facebook gave it a try glad I did