Pets Best | Pet Insurance Review

Unfortunately my puppy has had some health issues these past few months. My policy with Pets Best is the greatest. I picked the plan that was good for me and I am so glad that I did. I can’t recommend them enough.

Terrible Terrible Terrible Customer Service. It's impossible to get in contact with them. This Pet Insurance like many will take your money and not help you! I had Pets Best for close to a year, submitted one claim, and was denied, and never communicated when it was or why. I had to call back myself many times to get an answer. Their entire business model is set up around it being difficult for you to get ahold of them and submit claims. Their user experience is so bad on purpose they want you to give up and forget about claims. My dog had some neuro issues with his back legs. The vet wanted to do an MRI to rule out a genetic disease, which they tested for but were waiting for the results back. He was in pain so they wanted to do the MRI as soon as possible. Pets Best took weeks to even get a pre-authorization form in for the MRI. I couldn't wait any longer and got the MRI myself which was expensive. The results came back and all he had was a virus you can get from local lakes, and all he needed was some antibiotics. I called Pet's best back to get let them know I didn't need the Pre Authorization anymore. They had already closed it deeming it Pre Existing and they wouldn't cover. Once I mentioned to them it wasn't that it was a virus they said I would need to resend all the claims again but it won't be covered anyways because that can also be considered pre-existing with a boxer breed. WHAT?! If the Pre-Authorization for the MRI had been covered I could have had this paid for and handled right away. As it was deemed not a genetic disease rather a common virus in puddle/lake water. Instead, Pets Best did not help me in a time of crisis, as an insurance company should! Please do not give them your time or money. They need to re-brand to Pets Worst! Here are my experiences and reasons to not go with this insurance: - They give you quite the runaround to submit claims. They never tell you if you are missing anything or need something else. You need to call back yourself to find out the status. - The wait time on the phone is crazzzzy! Each time I called I was on hold for 1hr plus. One time equalling 2.5 hr phone call. What!! My dog was in a bit of an emergency or I would never wait that long. - They will claim almost anything a "Pre-existing condition" - They will not pre-authorize in a time of crisis if you need it. The runaround for this is insane and expect to send in tons and tons of documents with no response or updates. - Once you get ahold of a real person they are not able to answer your questions. There is a disconnect between them and the people actually approving claims. They seem to be just a phone answering service. Hope this helps the next person considering them. Definitely do not! Find a good insurance that actually cares for your pet's needs, they are hard to find, but this one does not no matter how much their marketing team claims they do! PETS WORST

Terrible Terrible Terrible Customer Service. Its impossible to get in contact with them. This Pet Insurance like many will take your money and not help you! I had Pets Best for close to a year, submitted one claim and was denied, and never communicated when it was or why. I had to call back myself many times to get an answer. Their entire business model is setup around it being difficult for you to get ahold of them and submit claims. Their user experience is so bad on purpose they want you to give up and forget about claims. My dog had some neuro issues with his back legs. The vet wanted to do an MRI to rule out a genetic disease, which they tested for but were waiting the results back. He was in pain so they wanted to do the MRI as soon as possible. Pets Best took weeks to even get a pre authorization form in for the MRI. I couldn't wait any longer and got the MRI myself which was expensive. The results came back and all he had was virus you can get from local lakes, and all he needed was some antibiotics. I called pets best back to get let them know I didn't need the Pre Authorization anymore. They had already closed it deeming it Pre Existing and they wouldn't cover. Once I mentioned to them it wasn't that it was a virus they said I would need to resend all the claims again but it won't be covered anyways because that can also be considered pre existing with a boxer breed. WHAT?! If the Pre-Authorization for the MRI had been covered I could have had this paid for and handled right away. As it was deemed not the genetic disease rather a common virus in puddle/lake water. Instead Pets Best did not help me in a time of crisis, like an insurance company should! Please do not give them your time or money. They need to re-brand to Pets Worst! Here are my experiences and reasons to not go with this insurance: - They give you quite the runaround to submit claims. They never tell you if you are missing anything or need something else. You need to call back yourself to find out the status. - The wait time on the phone is crazzzzy! Each time I called I was on hold for an 1hr plus. One time equalling 2.5 hr phone call. What!! My dog was in a bit of an emergency or I would never wait that long. - They will claim almost anything a "Pre-existing condition" - They will not pre-authorize in a time of crisis if you need it. The runaround for this is insane and expect to send in tons and tons of documents with no response or updates. - Once you get ahold of a real person they are not able to answer your questions. There is a disconnect between them and the people actually approving claims. They seem to be just a phone answering service. Hope this helps the next person considering them. Definitely do not! Find a good insurance that actually cares for your pets needs, they are hard to find, but this one does not no matter how much their marketing team claims they do! PETS WORST

I wish the type of wellness plan was in BOLD and in a larger font on the policy documents and app/website. I wanted to choose the Best wellness plan but somehow selected the Essential Wellness plan. I overlooked the plan type until I submitted my first claim. Now I have to wait until I renew next April to upgrade my plan.

I have been with PetsBest for 10 years and just cancelled my policy. Two years ago my policy doubled in price and now they have tripled what I was paying two years ago. I talked to a customer representative who was dismissive of my issues. I have been very happy with them until now but found better and cheaper coverage with a different company. Too bad!