Pets Best | Pet Insurance Review

My cat was scratching her stomach raw and my friend's sister was a dermatologist vet who recommended I get pet insurance, Pets Best in particular, before I see her, since they had good coverage for specialists. I ended up participating in a vet dermatologist trial that did not require insurance but subsequently my cat got very sick with triaditis (inflamatory bowel, pancrease and liver) and within the span of six months I spent about $5,000 out of my own pocket on care for her. Pets Best covered the specified 80% (minus food and extra nights that I boarded her) and I got close to about $4,000 back. They dealt directly with the vet for any questions (requesting records) and informed me they were doing so and each claim receipt and status was clearly communicated to me. They've worked great for me and I'd recommend them to others.

We signed up with this company in July of 2008. We opted for accident insurance for all 4 of our dogs for about $80/month. The sales rep was real smooth, very pushy and guaranteed that ALL accidents would be covered. In December of 2008, one of my dogs blew out it's knee (cruciate tear) on one of his hind legs. We called Pets Best to discuss prior to surgery and they guaranteed coverage for all $2500 as long as it wasn't pre-existing or an arthritic condition. The surgeon said it was neither and we proceeded with the surgery. After submitting the claim, Pets Best REJECTED it because of some very vague small print on page 5 of the policy that says the policy doesn't cover these types of accidents until AFTER a 12 MONTH TIME FRAME!!!!! When we challenged the claim refusal, the manager had the nerve to ask if we specifically inquired about cruciate tears PRIOR to signing up for the policy!!! MY GOD...WHAT A JOKE!!! How were we supposed to know what kind of accident would occur.

I think you will get every benefit you are eligible for. My dog has epilepsy. I have been with them for a year and 1/2 and they have paid for medicine every month as well as other related covered expenses. Plus I am covered in the event of an accident. I was able to lock my rate in. I reccomend them. My vet was sceptical they would pay anything based on past experience. He was wrong.

I will start with the fact that they do pay claims. You have to push and fight. Basic care move much more quickly. I had a very serious claim and it took 4 months and a letter to the BBB in order for them to get their story straight. The hospitalization was refused 3 times for different reasons each time. The claim review process needs to be addressed. My vet was so frustraited dealing with this company that he asked me to change companies. I am actually so frustrated with Pets Best I am willing to pay for an expensive pre-existing condition in order to change companies. This could have been prevented with a more proactive claims review process and better communication. The customer service reps are very nice and as helpful as they can be, but they are at the mersy of the claims department. I feel for them and tried not to take my frustration out on them. It is really sad how customer service has gone by the wayside these days. It would take a call from the COO and upper management to get me to renew my policy, but even then I want to keep my vet happy. My vet has let a $700 balance ride waiting on this money. I don't know any other vet that would do such a thing.

Petsbest does a great job with reimbursements in timely manner with out short changing the client or finding reasons not to pay a claim. As a receptionist at a veterinary we strongly reccomend this pet insurance company to all of our clients.