Pets Best | Pet Insurance Review

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

I am glad I chose pets best, they are very timely with their processing and they have great customer service.

I was on hold for 1hour and 10 mins. The lady answered and put me on hold again for about 10mins and call dropped. I went on chat 3 times and nothing. I called again and someone answered and I explained I was on hold for 1hr 20 min so she said ok let me have someone help you. I dont want to put you on hold again. On hold. I asked to speak to supervisor. Reply no supervisor in. I called back and was on hold for 1hr and 36 more mins and the lady never returned. You would think I would be mad. Well guess what I worked for the US GOVT for 22yrs and know how not to act when on hold. I am nice about it and it still doesn't work. The offer multiplet discount BUT if you policy is with a different underwwrighter. Your out of luck. We have 5 cats insured with pets best. It really sucks now.