Pets Best | Pet Insurance Review

Easy to use for claims and taking care of our puppies, but I wished it worked like traditional insurance for people where it paid direct to the provider. Maybe in time. Otherwise I consider this insurance very good. Pay outs are reasonable.

I purchased a pet insurance plan from PetsBest for first time ever for my cat a few days prior to his vet appointment this month. The coverage for the annual cost of this plan is excellent and I have already been reimbursed for a service the vet performed on my cat a few days after purchasing this plan. I would definitely recommend PetsBest insurance to those considering signing up for pet insurance.

The on line process for submitting claim was direct and easy. Quick response back made it worry free

My reimbursement claim was handled within 2 weeks of submitting it and the money arrived during the 3rd week. I really appreciate the fast turnaround.

3/21/23 - account management team: "Any condition for which a Veterinarian provided medical advice, the Pet received treatment for, or the pet displayed signs or symptoms consistent with the stated condition prior to the effective date of a policy or during any waiting period is considered pre-existing and excluded from coverage." The waiting period for an illness is 14 days and 3 for an injury. I saw the vet 12 days in. The "stated condition" referred to above is conjunctivitis, and the vet did not note this condition or any symptoms associated with it but said "injury." This "condition" was arrived at entirely by the claims dept. 3/21/23 - was told when I contacted to discuss claim again that even with 100% of other decisions noted as errors made by initial reviewer by Pets Best themselves, decision classifying case as an illness and inserting a diagnosis not even suspected by vet would NOT be considered for even a review without an appeal. I was told a supervisor would contact me between 24-48 hours. UPDATED: My experience has been negative. I enrolled in Dec 2022 for 5 pets. I've received conflicting information about 3 seperate things related to the claims process. It doesn't seem the people processing claims are reading closely as they denied claims very clearly aligned with the wellness plan. My initial claim was made Jan 27th and included an injury item and wellness items from the same visit. Records were submitted and confirmed to be received in mid Feb. It took 4 times to have the wellness plan items annotated and covered correctly despite being clearly itemized on my bill. The injury was classified as "illness - conjunctivitis", which is listed no where on the medical records. My vet used the word injury. UPDATE: Wellness plan claims: - Originally my claim denied entirely for $80 wellness exam, the $51 fecal testing and the $14 dewormer, the explanation being that those items were not covered. - I reached out for a review.The exam was covered and other items ignored. - Third review added $6 of the dewormer saying that was the max and the fecal testing was overlooked again. The wellness plan covers both in the amount of $20 and $50 respectively. - 4th review initiated by me covered all wellness items. Injury: - my kitten was taken in because it looked like he had injured his eye. He had no symptoms that aligned with conjunctivitis. The vet suspected an injury (annotated on his record sent to pets best), but she performed a diagnostic test for $27 to rule out a cornea ulcer. It was negative. I was sent home with no meds and the reassurance it would resolve in a day or so. It did. Pets Best denied the claim being it was inside the 14 day waiting period and classified it as an illness for conjunctivitis, which was listed NO WHERE on his chart. I was told by two separate representatives that specifically my issue with it being classified as an illness was being looked at. A week later, the claim is closed and nothing was addressed about his eye injury. I contacted pets best and was told that wasn't the correct process, and I had to write an appeal that can take up to 90 days. I'm so angry by the constant misinformation and the clear lack of detail on the initial claims reviewer. The reviewer clearly did not look at the claim closely or the wellness items would not be denied more than once. But now, I have to file an appeal which can take up to 90 days. Even though the company sees the initial reviewer messed up 100% of the other items on the initial claim, they completely refuse to review all decisions made by the initial reviewer. They clearly do not care about quality control or customers in refusing to at least review it even with the blatant other mistakes, but put the work on the customer to file more paperwork. Moreover, this being annotated as an illness instead of an injury now classifies this as a preexisting condition and therefore anything that presents as conjunctivitis (which this did not) will never be covered. I find it completely abhorrent a company would blatantly ignore language used by the vet - "likely injury" - in favor of words that the vet never used - "conjunctivitis" and "illness". If the vet suspected or noted conjunctivitis like symptoms, that would be written some where. None of the symptoms listed for conjunctivitis were present. It's especially abhorrent for non-medical professionals to ignore language used by medical professionals and insert language of their own that would deny future benefits. At best this gross oversight and should not require an appeal to review. At worst this is a scam. I am aware of how to contact pets best. I have had to 5 times. My claim is 5850082 should anyone want to do the right thing.