I felt cheated by my claim calculation

Out of 10

I have been with Pet's Best for eight years and liked them until I recently submitted my first serious claim.. They used some tricky math to swindle me out of $300 on the claim. The policy description says they pay 70% after a $1000 deductible, but in fact they apply the deductible to their 70% share, reducing the effective payment to about 65%. I told them I thought this was unconscionable, and their reply was "this underwriter calculates it that way." I would have given them fewer stars, but their customer service folks are very nice and they did process my claim quickly. But the policy description is misleading at best. This was not explained when I bought the policy, and after reviewing the policy it is still not clear.

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spinal cord injury
Claim Amount
Over $1000

Standard Poodle

Age of Pet
1 - 8

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Posted: 08/15/2017
By: Pets Best Cust…

Hi Jay, thank you for taking the time to share your experience with Pets Best. While we were hoping this new plan would meet your needs to a greater degree, we apologize for dropping the ball in this area. We have disappointed a long-time customer and lost your trust. We would love the opportunity to earn that trust again. We will be taking your feedback and working to incorporate it into our processes to avoid this situation in the future. Thank you, Jay.