Pets Best | Pet Insurance Review

I submitted a claim for a well visit. I did not expect reimbursement, just thought it would count towards my deductible. I was pleasantly surprised to actually get a reimbursement.

Recommended to be the Best Insurance Company.

My overall claims experience is very positive. My pets' healthcare is extremely important to me and the insurance is a nice cushion to have. Claims are easy to file, PB keeps me informed as to the timeline for completion and the direct deposit is very convenient. This is why I have been a long time policy holder with PB.

Always quick payments which is appreciated.

While I was meeting my deductible they were average in processing claims and being reasonable. The moment my deductible was met they were impossible. They were asking for information that didn't exist and even when I and both vets were prompt with getting them the information they wanted, they closed the claim and I had to email and call three times to get them to reopen it. Then they denied the claim even though they had approved the exact same issue when I was still meeting my deductible and there was no imminent payout. Here is what unfolded.... April 2 - Claim sent and confirmation received from Pets Best April 9 - Apologies from PetsBest for the delay via email April 17 - Email to me that Vet 1 has not provided the last 12 months of records. April 17 - I called Vet 1 and they told me that they had sent over the records on April 12th. April 23 - I got an email from Pets Best that Vet 1 has not provided the last 12 months of records. April 24 - New email to me to request for records from Vet 1 dating June 1 to present. April 24 - I replied back that we have not been going to Vet 1 since May 2018. I also called the Vet 1 and they called Pets Best to say the same thing. April 26 - I got an email from Pets best saying that the claim is closed because despite multiple attempts you could not get the records requested. Both Vet 1 and I had communicated with PetsBest that there are NO Additional records to be sent because the dogs have not been to VCA HOLLY ST since mid 2018! April 26th - I called to communicate to PetsBest that the vet and I had both sent information about this and I was told that the email was just automated and that it had not actually been closed and that you had received the information from me and the VCA vet. April 29th - I get a phone call from Pets Best saying that the case has indeed been closed and the only way to have it opened is to have VET 2 send the last 12 months of records! When I asked if pets best had even contact VET 2 the answer was no. They then denied the claim a week later saying that it was because of an observation about the dogs anatomy and they have a right to deny it now even though they paid for it before! I am currently in the appeals process but am not optimistic based on the above. I will be taking it up with California Department of Insurance.