Continuing Condition

Out of 10

Buyer beware. I have been insured with Pets Best for over 5.5 years and my experience has been fair. For routine services the plan was pretty good however when it came to major dental services the claim which was extensive was denied. Unfortunately our poor little Cavalier was diagnosed with Mitral Valve Disease in 2013 and the plan paid 80% of expenses until the moment when the poor little pup died suddenly from congestive heart failure on 12-30-14. I submitted a claim for appx. $1,500 for emergency services and the Company denied the entire claim under the reasons that the coverage for the CONDITION was maxed out. Last, when I asked if the costs for the After Care of the poor little girl would be covered the representative flatly told me that there would be no coverage as the costs are related to the CONDITION.
There was never any explanation of any change in the policy from the time we bought it to the present date or an offer to opt of the old policy and switch to a new policy.

So my friends read the fine print carefully, think twice or even more times before you sign up as you will be disappointed when something terrible happens and you seek their support and assistance.

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Congestive Heart Failure
Claim Amount
Over $1000

King Charles Spaniel

Age of Pet
1 - 8

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Posted: 01/30/2015

Hi Richard,
We are so sorry for your loss.

We strive to make policy information convenient and easy to understand. When the policy first started in 2009, the limit chosen was the per incident maximum benefit of $2,500. As such were only able to reimburse $2,500 for this condition. We reviewed the benefit limits with you when you called us, 10/22/2012, and 1/24/2013. A renewal notice with the policy form and the policy declaration, listing the benefit limits was sent each year prior to the policy renewal date.

In 2013, we began offering new plans with limits ranging from $5,000 to $20,000 per year.

Also note, we allow 10 days to submit records in, before closing a claim. If a claim closes due to lack of medical records, we promptly reopen the claim for reprocessing once the necessary information is received.

Thank you for being a loyal customer for over five years.


Pets Best Customer Care