Deny claims without contacting the owners for additional information

Out of 10

Before my dog had a severe accident I would have given Pets Best a 10 for everything. They always paid my claims timely and without issue. But, 8 weeks ago my dog fractured her vertebrae and suffered short term neurological weakness. I filed the claim for the emergency clinic and the vet specialist after I paid over $8K. I was expecting 30 days later to get reimbursed for 90% of that amount. instead I received an update of a denied claim due to lack of medical records. I authorized both the emergency clinic and the vet to send all records to Pets Best and was assured they did. I was NOT CONTACTED by Pets Best to assist with getting the records even though I already had them. I could have provided them and the claim could have been processed. Instead I had to resubmit the claims and HOPE they are paid this time (probably in 30 - 60 days). The lack of customer service is the worst part. I tried to call Pets Best and was on hold for at least an hour before i had to hang up to get another call. There is NOT OTHER WAY to get in touch with them as they DO NOT have live Chat or an email address to send a question to. HORRIBLE way to treat your CUSTOMERS PETS BEST!!!!!

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Claim Amount

Labrador Retriever (Yellow)

Age of Pet
Under a year

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