Pets Best | Pet Insurance Review

I tell everybody who tells me they have a dog to get enrolled into Petsbest ! I can't thank them enough and want other people experience the same when the time comes and their dog is in serious need of surgery or treatment . Thank you again !

We are generally "ok" with Pets Best time to process claims and our receipt of claim payments. We are not "ok" and do not like Pets Best policy provisions regarding the processing of charging us coinsurance costs BEFORE our Deductible is fulfilled for the year. All this does is lengthen the amount of time it takes to fulfill our Deductible and therefore costs us more money out of pocket. When researching our concern, we found that the policy provision language in our documents are vague in regard to clearly communicating the timing of when coinsurance is to be charged to us (i.e., charging coinsurance during the dime we are filling our Deductible or only after we have fulfilled our Deductiible). When we brought this up to the company via their Service Department, the Department obviously did not care. If we had realized Coinsurance was to be charged at the same time that the Deductible was being fulfilled WE WOULD HAVE NOT PURCHASED THIS PLAN.

I love Pet's Best! Customer Service team is wonderful to work with - the are fabulous at what they do. Claims are processed quickly (I would love to send my personal claims through - "regular" insurance companies could take some pointers). I highly recommend Pet's Best Insurance

The Customer Service does not provide a great Customer experience. I had to speak with a supervisor last Saturday. Also, the timeliness of processing claims is horrible. Additionally, Customer Service should always listen, paraphrase to understand & clarify, this has not been the case.

As my family just passes the one-month mark of losing our dog, Ovie, I wanted to take a moment to thank Pets Best Insurance for all that you had helped us with concerning his care. Here is a synopsis of Ovie's last year of life. Early September 2018, we noted that Ovie was having trouble seeing. Our local vet diagnosed him with diabetes & diabetic cataracts during an after-hours call. And you were there to help cover the costs. Later that month he found his way to UW Veterinary Care’s ER because of his extensive eye irritation (& ultimately blindness) that his local vet was not treating. He then became a patient of UW Veterinary Care’s ophthalmology department. And you were there to help cover the costs. We changed veterinary clinics & continued to adapt to our new way of life. And you were there to help cover the costs of insulin, syringes, testing supplies & medications. In January 2019, our new vet determined that Ovie was not responding appropriately to Vetsulin. She was uncomfortable converting him to NPH insulin & we were referred to UW Veterinary Care’s internal medicine department. We began seeing them in March 2019. And you were there to help cover the costs. During his first internal medicine appointment, an ultrasound was completed due to his frequent diarrhea. That ultrasound found that he had a liver mass. Initially, we were resistive to putting Ovie through further interventions, as he had two past TPLOs prior to being covered by your company as well as a neck injury. I worried about him being a high surgical risk due to his multiple co-morbidities. Also, I didn’t understand that the type of cancer they suspected was growing inside his liver was hepatocellular carcinoma. Nor did I understand that this type of cancer can be curative with surgical intervention. After much reading & discussion with UW Veterinary Care’s oncology & internal medicine departments, we came to realize that no intervention was as much of a death sentence as potential surgical complications. I called your company to discuss what would be covered concerning surgery & possibly chemotherapy if they found metastases. I will never forget how kind your representative was. Her first statement to me was “I am so sorry Ovie is going through this”. She assured me that his insurance plan would cover his care at his chosen 80% reimbursement. We elected to have a liver lobectomy performed. The week we were supposed to be having his surgical consult in June 2019, Ovie developed a GI bleed that required hospitalization. He required multiple blood transfusions. And you were there to help cover the costs. Come July 2019, we were moving forward with the liver lobectomy. The liver lobectomy was successful & the tumor was resected with good margins. We breathed a sigh of relief & focused on post-operative care. Unfortunately, one week into recovery, Ovie developed pancreatitis. He required numerous rehospitalizations. Ultimately mid-August 2019, it was found that in addition to pancreatitis, he had a large liver abscess that required surgical intervention. The abscess culture grew a multi-drug resistant E.coli that would require four weeks of subcutaneous antibiotics. And you were there to help cover the costs. After these long hospitalizations, we thought we were on the right path to recovery. Unfortunately, by late August 2019, it was found that his liver infection was more extensive post abscess removal & now was growing a more virulent form of multi-drug resistant E.coli. UW’s internal medicine team broke the news to us that Ovie would never recover & that further efforts would be medically futile. We were never able to stabilize him enough to bring him home to pass away. Instead UW Veterinary Care’s internal medicine veterinarian compassionately euthanized our Ovie on August 24th. And for one final time you were there to help cover the costs. In total, Ovie’s medical care, medications & supplies cost nearly $50,000 for the last 10 months of his life. We cannot thank you enough for helping us make possible to have Ovie as long as we did. Your company made it so we could focus on him not money. For this we will be eternally grateful.