Slow, poor customer service

Out of 10

I had Pet's Best for years. My two dogs passed away in the last two years, and when I got a new dog I decided to go with Pet Plan instead, since they have unlimited coverage. I have unfortunately had to take my new dog to the vet a couple times already, including one visit to the emergency vet for vomiting and diarrhea. I didn't get paid back for the regular vet visit since it was the same cost as my deductible. However I SHOULD be reimbursed 80% for my E-vet visit. Well that was over a MONTH ago. So far, they have requested documents multiple times from both vets, which were in one case mailed/emailed & faxed to them and they still said they were requesting documents! At first I wasn't sure the vets sent them what they needed. Then I realised that the fault was with Pet Plan's customer service. I had multiple emails from different agents stating different things about the same claim. No one has apologised for their slow and inefficient service. What documents they say they need has differed from person to person. They appear to want documents that do not exist, such as medical records from before I got him, when there aren't any, as he is a rescue! They have told both my vets that they need invoices, which were sent to them already many times. They are basically harassing my vets and their staff. I am used to GREAT customer service from PET'S BEST. I only switched because Pet Plan's overall coverage is better, the best I've found from any insurance that continues to pay offi

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Claim Amount
$100 - $500

Mixed Breed

Age of Pet
1 - 8

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