No Longer #1

Out of 10

no longer recommend Pets Best Insurance.
I purchased Pet's Best when I first brought my puppy home in 2011. I wanted the best for her. I researched through several consumer reports and read all the customer testimonials. At that time Pets Best was ranked #1. My vet suggested Trupanion, but I chose Pets Best.

My first claim was for an ear infection, pretty common and straight forward. I submitted my claim electronically through their website with no problem. I was reimbursed directly into my checking account online and was thrilled. I told everyone about Pets Best.

A year later another more severe and stubborn ear infection occurs with follicular conjunctivitis - seasonal allergies being the primary cause.

I have sent three claims. Each time, after two days have passed, I get an email that they did not receive all the paperwork - all two pages of it. Of course, this holds up processing of the claim.

They are now rejecting part of my claim as grooming. My veterinarian does not offer grooming services. Anyone knows a deep, thorough medically required ear cleaning, usually beyond the expertise of a layperson, is required to treat the infection. Also, the ear cleaning is part of the exam. This is how they obtain the cultures to determine the type of bacteria or yeasts present. Customer service told me I could clean her ears at home.

The issue with her eyes is borderline. My claim was denied due to entropian, which is not covered and I understand that. But her e

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Ear Problem

Claim Amount
$100 - $500


Age of Pet
1 - 8

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Posted: 10/02/2013

Hi Virginia, we’re sorry your Pets Best experience wasn’t what you expected. We offer instructions on how to file a claim on our website, with a list of helpful hints and common mistakes in order to help our policyholders file complete claims for fast processing. You can see them here:
Our records show your ear infection claim, including ear cleaning, was processed and paid. If we can be of further assistance, please contact Customer Care at 877-738-7237. We hope your dog is doing well!

Posted: 12/12/2013

No, you only paid part of the last claim and did not cover the medically required "ear cleaning."