Pets Best | Pet Insurance Review

I love pets best overall. The only issue, which has become a major problem for me financially lately, is the time it takes to process claims. It's been taking 4 weeks before I am paid for claims which is a financial hardship for me.

We originally chose Pets Best over competitor products because of their reputation for simple transaction, prompt reimbursement for covered claims, and no run-arounds. And in the beginning, that's how it was. However, over the past 2 years, Pets Best has become just like every other company. It takes far long than advertised just to have them acknowledge each claim, and then there is the all-to-familiar "we're sorry your claim is taking longer than normal" email... for every. single. claim. And then I get more emails advising our claim is incomplete, for not having provided a proper invoice - which I absolutely had (not sure where they're losing our personal data and documents), so I re0=-submit the same document, receive a confirmation email of receipt.... and then weeks later... yet another "we're sorry your claim is delayed" message, as if the entire process had started over again. Customer service is quite helpful over the phone, but... again, similar to many other competitors, their hold times are extensive now (they weren't when we first started with them). There is no hustle, there is no expediency, and they now are less effective in handling claims, so they're a lot like many other competitors now and, IMHO, have lost their competitive edge. The EOBs do provide good explanations, mostly for why something might not be a covered claim, but they do provide clear information, and when something is covered, they do provide good processing... after far too extended times.

This company used to be great . Now the app is always down . The chat is always down . And ….. the claims take weeks and weeks and weeks to be resolved

Submitted a claim and they processed it as a different claim with a smaller payment. Their mistake, but they refused to pay the difference until it gets processed again. 3 weeks.

When I first signed up with Pets Best loans were processed within a week and reimbursement too. Now it takes almost a month for claims to be processed and paid. Otherwise it is a great Pet Insurance.