Pets Best | Pet Insurance Review

Minimize their reimbursements rather than focusing on customer satisfaction. Waiting time is excessive to receive reimbursements. I will likely be leaving this company's coverage soon for another one.

Before my dog had a severe accident I would have given Pets Best a 10 for everything. They always paid my claims timely and without issue. But, 8 weeks ago my dog fractured her vertebrae and suffered short term neurological weakness. I filed the claim for the emergency clinic and the vet specialist after I paid over $8K. I was expecting 30 days later to get reimbursed for 90% of that amount. instead I received an update of a denied claim due to lack of medical records. I authorized both the emergency clinic and the vet to send all records to Pets Best and was assured they did. I was NOT CONTACTED by Pets Best to assist with getting the records even though I already had them. I could have provided them and the claim could have been processed. Instead I had to resubmit the claims and HOPE they are paid this time (probably in 30 - 60 days). The lack of customer service is the worst part. I tried to call Pets Best and was on hold for at least an hour before i had to hang up to get another call. There is NOT OTHER WAY to get in touch with them as they DO NOT have live Chat or an email address to send a question to. HORRIBLE way to treat your CUSTOMERS PETS BEST!!!!!

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.