Pets Best | Pet Insurance Review

I have 2 Shih tzu dogs with PetsBest and have for 3 years. At first it was good pretty quick on return in claims, then started slacking off. Wanting to review medical with Vet every time I sent a claim in like it was a pre existing condition. They have been there since there were pups how could they have possibly had a ore existing condition. I believe it was just to make you wait longer for a check. Tried changing my deductible on one dog. They said no can’t do that you have to have 12 months of no invoices for us to do that. Well what is insurance for if you don’t use it. That’s why we get it Just very disappointed in how they handle things. I probably wouldn’t recommend them to anyone

The insurance has a deductible that I feel like I have a hard time meeting and I chose the lower deductible to begin with. Also, with covid it took MONTHS to get a claim processed. Pretty frustrating and they’re still that way. I just submitted a claim and it took them a month to get paid out for the claim.

I’ve been using PetsBest for three years now, ever since I brought my Rottweiler home at 8 weeks. They have been nothing but helpful and accommodating. I understand with COVID there were some delays with processing, and my dog had major surgery in the midst of the pandemic. PetsBest kept me in the loop regarding the status of my claims and contacted me to apologize for the backup in processing due to being short staffed. I understand things happen and communication like this goes a long way. After my claims have been processed the reimbursement has always been very quick and having it directly deposited in my checking account is very convenient. I’m very happy with the service I’ve received the last three years and it’s been a godsend with these unforeseen injuries to my pup.

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