Pets Best | Pet Insurance Review

If I could give less then a star I would. This is a obvious trend with this insurance company. I filed a claim for my dog on April 29th for an eye issue he was having. After 45 days I finally received my answer on the claim stating that I will be issued my refund and will receive it in 5 business days. After 5 business days no refund.I called on Monday and spoke to Sheryl and she stated that my vet sent over a document that my dog had his eye problem before the insurance was active. When I spoke to my vet they said they did not send over any document that said that at all. They claim a symptom is a pre existing condition. We all have google and can look up the difference between a symptom and a pre existing condition. After listening to Sheryls robotic answers explaining that I need to send over ANOTHER document from my vet explaining that he did not have this preexisting condition and to revise these documents and give us an answer will be 5 business days. For a reference we are at 50 business days. I email the document over. Call the next day Tuesday and speak to someone named Emma and she explains that my claim is now in APPEAL and that it will take 90 DAYS for an answer! 90 DAYS! A quarter of a year to LOOK AT ONE DOCUMENT AND MAKE A DECISION! Of course I am outraged and demand to speak to a manager. Emma tells me there is no Manager or Supervisor available that they are at lunch and will be back in an hour. Call back in an hour no manager at all that a request needs to be submitted and they will get back to me in 24/48 hours. This manager called Penny calls me the following day at 9 pm the line rang once and ended, leaves a voicemail explaining this charade of prexisting conditions and 90 days etc. OFCOURSE when I try to call back at 9 pm the office is closed. We are on today I call back and to my surprise this Penny person is off today! I speak to someone named Patsy Torres who gives me the same exact robotic answers that she will put a request to have a manager call me back it will take 24/48 hours. Since its Friday you know what that means it means that I will be lucky I get a call on Tuesday. This insurance company is the WORST THE WORST IN HANDLING ANYTHING. Customer service is not even close to customer service. Do not I repeat do not sign up for this. If anyone from the corporate company or management sees this review and would like further communication and documentation I would be more than happy to send over anything and discuss this further. This is my attempt to get in contact with anyone other then the robots that work for this company.

Submitting a bill for reimbursement is very easy and your processing is prompt.

I have always had pet insurance. This was an option through work. They easily take your money but when it comes down to a claim, they find a reason to not pay the claim. My dog tore her ACL and they denied her claim because they said it was a pre existing condition because she tore her ACL in her other leg years ago!!! I have filed a complaint with the Department of Insurance!

I'm really pleased at how easy it is to file a claim with Pets Best Insurance. I get a response within a few days with an explanation of benefits and a refund if the item is covered.

Pets Best is a life saver for my family and especially my dog. The claims are easy to file, the coverage is amazing and the customer service really helped calm me down while my dog was hospitalized.