Pets Best | Pet Insurance Review

Was told that they were unable to read a claim. I had the vet provide another copy; a week later I received another email saying there was another problem. I called and after being on hold for about 20 minutes I got through to someone and they told me the claim would be processed. A month and a week later and nothing has happened. Do not get pet insurance through them, this has been a tremendous waste of time. I have cancelled my policy and they couldn't care less. **Updated** I have no issue with info needing to be clear, but I do have an issue with extensive miscommunication among employees regarding the same claim and the amount of time it takes to process a claim. By the way please do better . . . my dog's name is DIEZEL . . . per my last comment, you couldn't care less.

No better company

They used to have a great reputation, but idk what happened. I went with pets best because of the price and wellness plans etc. I currently have 5 outstanding claims with them and nothing. Full disclosure, they range from one calendar month to one week ago. However, they’re all marked as “received” or “waiting for vet info” despite attaching the full vet notes on letterhead with detail…. My vets office has confirmed that they haven’t even contacted them btw. I keep getting “sorry we’re taking so long” automated updates and they claim they’re hiring more staff. The bbb “resolution” about this has not been updated since March of last year. Also, their “direct pay” is misleading…. Unless your vet will take payment plans/arrangements, it’s just a paper. That your vet agrees to receive payment from them directly. Well that’s great…. But no vet will keep you or continue this if they’re taking 35-40 (business) days to process claims. You also need a prior approval for anything over 1k, so hopefully if you have an expensive emergency….. your animal won’t mind waiting 30-40 days. Otherwise I guess they’ll deny the claim for not having pre approval. Pros: affordability for young animals, optional wellness plan, uh…. Handy app (like everyone else) Con: you will not receive payment any time soon, they have terrible customer service. So if you have a line of credit/payment option/interest free plan and can afford to wait almost two calendar months for your claim to be reviewed, it’s great. I guess.

I have been using Pets best for a couple of years now and they have done a great job. The only place I see improvement necessary is that I can take them longer than expected to finalize claims.

Took forever to process a $38 claim