Pets Best | Pet Insurance Review

My first time buying dog insurance. Their portal is easy to understand & their agreement. However, their customer service is HORRIBLE. They take days to respond or half an hour just to a simple text. What's the point of an online chat if none of your agents are on? Also, I uploaded a claim on the 13th and it still has not been completed. What is TAKING so long? They claim to process claims fast but that is so not true. I did get my other claims back faster (flea wellness).

I have had multiple pets insured with Pets Best for many years and currently have 4 cats and 1 dog insured. Previously, turnaround time was fairly quick...then it slowed to weeks. Contacting Customer Service used to be a pleasure...it is now a disaster. (Unless you're calling sales; then no wait time whatsoever). No representatives available, referrals to an email address that is non-existent or referral to a "chat" which is inoperative.While I recognize that the current pandemic has affected many companies, that excuse will only work to a point. My 14 -year old cat's premium just went from $1079 annually, with quarterly payments of $269. to $1,605 with $401 quarterly payments (and that's WITH a multi-pet discount!). I emailed and faxed a 7/22/20 claim to a representative named Tamra on 7/24, since my claim of 7/22/20 never received a quick email acknowledgment, as had previously been the custom.Tamra assured me that she would get back to me to let me know that the claim had been received (saying that there were currently "bugs" in Pets Best email system. Thus far....crickets! I have previously recommended this company to anyone asking for a reasonable and responsive pet insurance company. I would never be able to recommend this company again. Since my current pets are either up in age or have developed conditions which would be considered pre-existing, I am stuck with the ridiculous increases and incompetence of a company for which I used to have the highest regard.

Pets Best is using every dishonest tactic to deny a claim. The vet provided all documentation several times. They denied the claim based on "your vet did not provide documentation". They are liars and scammers. I have filed a complaint with the Nevada Insurance Commission. I am also contacting their underwriters and intend to follow up with a law suit. Do not do business with this company.

All claims are completed in a timely manner. Good communication

Pets Best appeared to me to have the best coverage at 90%, unlimited, $500 deductible, and with Pro plan covered regular visits. However, I have submitted 5 claims (claim process is automated and works well from a smartphone). All covered/approved within a couple of weeks During covid. So far Pets Best hasn’t paid a dime because it either went against my deductible or against co-insurance. I’m disappointed and feel it’s like regular health insurance which doesn’t cover the bills. My pet hasn’t had a large problem yet though, so maybe they’re better on catastrophic care situations.