Pets Best | Pet Insurance Review

Having insurance for me girl allows me to sleep at night. I made a claim for her annual exam and was amazed with the ease and at the speed I was reimbursed.

I am a new customer to Pets Best and I had a question about a note on my account. I called and my question was answered quickly and all the email and website communication since has been perfect. I am glad I changed my pet's insurance to Pets Best.

Although I am glad to receive payment, I am not pleased with the claims process. My dog was treated for removal of porcupine needles in his mouth. This happened after hours and I needed to go to the on-call Vet that was covering for my dog's regular Vet. The claim was originally submitted in May 2020. The first hold up was the fact that the invoice number was different on the bill and on the receipt of when it was paid (which was the night of service) I kept getting messages that they needed the name, phone and address of Buddy's Veterinarian. I provided that. They then asked for my dogs records. I had my Vet send them. They kept asking for the records. I kept telling them that the Veterinarian office sent them. They then dropped the claim because of not receiving the records. I resubmitted the claim and finally talked to someone that told me that what they needed was the "doctor's notes" meaning the Notes of the doctor that was on call who had performed the removal of the porcupine quills, not the Records from his regular Vet. The whole experience was annoying. It took 3 months and lots of phone calls. Both Veterinarian offices were great in helping me. I told them that I would not recommend Pet's Best.

Submitting claims and signing up is very easy and before the last two months, I would've recommended them wholeheartedly. But the entire purpose of having pet insurance is to have a way to pay and be reimbursed for unexpected vet bills in a timely manner. The service has declined so much that now it's over a month to them to pay emergency claims. I noticed that normal wellness claims are still paid quickly but emergency claims are taking a month or more to process. They send out a generic email saying they are sorry (I've received it twice but no payment). If you contact support, they are not going to give you any answers about where you are in the queue and will tell you that the wait time has extended from your original estimate. No estimate of when your specific claim will be dealt with, all canned responses not specific to you. I absolutely understand covid has made things slower than normal,which is why I waited a month to even check on the claims. But this has been happening since May and it's end of August now. Since I have had a chronic condition with my pet, I've had to submit around 7 claims over the last few months. At some point it should start getting better, not worse.

New patient here. Easy process, easy to file a claim, easy to receive insurance payment. Wouldn't be without pet insurance. Thank you.