Pets Best | Pet Insurance Review

I’m pleased that my latest claim was handled with the speed I’ve known for years. In the past 6 months, the review rate was, honestly, unacceptable. Thank you for returning to your excellent customer service.

Take forever to pay claim!!!

Took over a month to get updated on my claim status.

Thank you Pets Best for taking good care of my miniature schnauzer Gigi. You are always there to help when needed.

I used to love Pets Best - they were efficient and prompt in processing claims, 5 days or less and the money would be back in my account! Their rates were reasonable and they were helpful when discussing claims. Not anymore! They are the worst insurance company I have ever dealt with! Once a claim is submitted it takes over 30 days to get reimbursed! I'm still waiting for payment on a claim I submitted in January 2020 (it's mid-February!) and there is no information as to why, other than "we experienced growth and are putting procedures in place to compensate". . . . they have been saying the same thing for over 2 years!! Really?! What does that say about management that can't get their teams up and running for over 2 years!? I hope you never have to file an appeal! There is no way to track it! No updates or even mention of the fact that it is under an appeal process in the claims portal and no way to know what is happening. Why isn't this information posted in the claims section of the portal?? And all of this for care that I have paid for over 7 years and when I finally need it I'm out of pocket for over 4 months! I followed the policy rules for coverage and yet my claim was denied and I had to file an appeal. Oh yes, they will say that they needed more information from you, then from the vet, but no one every called or emailed me to ask for that information and my vet spoke to them and submitted a letter and then all of a sudden they need more records, so you are back to square one in the process!! Evidently there is no concept of an "ongoing case" and "supplementing documents". Nope - you are kicked out until the information you didn't know about is somehow produced, then they start all over at square one with the appeal process. Unbelievable!! Now my appeal is going on 4 months and I'm out of pocket over $700 for covered care!! It is coming to the point that my dog will be deceased before I ever receive any reimbursement and I cannot afford additional care without being reimbursed!! So much for their claims "With any pet insurance policy from Pets Best, you can rest assured that you will receive exceptional coverage, personal customer service, and fast and accurate claim processing." And their claim to prevent economic euthanasia - not here!!