Pets Best | Pet Insurance Review

We’re new policyholders. Filed our first wellness claim on 6/20. Got several automated emails saying they’re sorry the claim is taking so long. Called their customer service line to see what’s up. Spoke with Linda. Linda told me they have a staffing shortage and haven’t even looked at my claim yet. Linda also said the summertime drives longer queues. Asked to speak to someone else. Linda transfers me to Aaron. Aaron tells me the same thing and adds that they have to process claims in the order they arrive. Aaron says they cannot escalate or expedite until a claim is 40 days old at a minimum. I ask to speak to a company executive to share my concern as a customer. Aaron says there’s no channel for a customer to speak to a leader. Feels like Pets Best brand is taking a big hit for claims processing times and thought I’d let everyone here know it takes them so long because they told me they don’t have enough people working there.

You send in a claim and it takes forever and customer service just apologize for it. It can take 42 days seriously? I pay every month and this unexceptionable.

My dog had a mass on his lip that was getting bigger and not going away. Regardless of the fact that I have pet insurance I only reserve it for those very necessary times. He went in for a procedure to have the mass removed and thankfully it was benign. But the peace of mind that brought me to know this was priceless and without Pets Best it would not have been possible. The procedure costed over $3000 and I was already anticipating both my deductible and 10% copay. I filed the claim and within a week it was reviewed and approved for the expected amount. I just got my check in the mail and it was such a quick process. I had switched from another pet insurance because they did not cover office visits nor did they use that cost towards my deductible. Pets Best includes the office visit fee as a covered expense and towards your deductible. During the pandemic there was a delay in one of the claims I filed but it was expected as change in the times and increase in pet ownership clogged the system. Since then however I have never had any problems filing claims or receiving my payment. I’ll never change again.

Terrible. Over month since I filed a claim and it still isn't processed. Customer service just gives the same generic apology via e-mail every week.

Farmers Insurance is great. Pet Best is THE WORST. Nothing but incompetence across the board