Pets Best NOT worth it - claim delays and denials

Out of 10

I have been with Pets Best since 2007 and over the years have become more dissatisfied. For the first few years they were reasonable and reimbursed promptly, then in one year they more than doubled the rates. In 2015, after having to put down two of our three dogs, they only covered a fraction of the costs for end of life care and cancer treatments. Their underwriters (claim processors) assume to have more authority than a cancer specialist on a diagnosis and denied my claims based on THEIR OWN interpretation of medical records, in spite of my appeal with a letter written by my veterinary oncologist to support my claim. Communication on my appeal was not specific, and their denial gave no explanation, or acknowledgement of the facts presented. Their decision was arbitrary. Now with only one dog left, they are insisting on vet records on even minor incidents, and on back-to-back claims even whey they already have the most recent records. I believe they are causing unnecessary waiting periods in order to collect their premium payments each month. Sadly, I will NOT use this company again for any future pets we adopt.

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Claim Amount
Over $1000

Golden Retriever

Age of Pet
Over 8 years

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Posted: 10/12/2015

Hi Peggy, Just like other types of insurances, pet insurance is subject to annual rate increases. Pet insurance rates are determined by a number of factors including the breed of the pet, age of the pet, your location and the cost of veterinary care in your area. In our effort to improve the quality of our plans over the past couple of years, we’ve added hereditary and congenital coverage, also a factor in premium increases.

In regards to our claims processing, we reimburse according to what is covered under the policy and the benefit limits. We strive to process our claims as quickly and efficiently as possible, with most of our claims being processed within 5 days or less. Each claim is unique and occasionally we’ll receive a claim that requires us to look into the pet’s medical records. If you disagree with the appeals decision, we do provide a second level appeal process. Please contact us if we can be of further assistance. Sincerely, Pets Best Customer Care 1-877-738-7237.