This is the second time I have reviewed this company. I am excited to say that I have been pleased with some of the changes they have implemented. Initially I gave them a low score of 2. This was heavily influenced by claims processing time exceeding what was listed on their site. I also thought that I would not be doing business with them even a year later. So, what's changed mind? These things...
I was impressed by the fact that a representative of the company saw my initial review and personally contacted me via email thanking me for my review and letting me know that at any time they are happy to listen to my concerns. A good company will go where the customers are and look for ways to improve their customer's experience. They have improved billing by not requiring two months premium when starting a policy and now offer a plan where your payment remains the same. For a minor fee, your pet's rate remains the same until age 10 (I believe). They could further improve this by averaging premiums on a yearly basis regardless of the age of the pet, but they are moving in the right direction. They have updated their web site to accurately reflect the length of the claims process. In all the times I have filed claims, absolutely no surprises or denials. They have always paid their 80% after deductible.
Recently my oldest cat was not doing well and when I took him in for examination, the vet discovered a heart murmur. We had xrays, ultrasound, electrocardiogram and a blood panel done to aid in diagnosis. I was very pleased to have deposited my check for $398 out of the $600+ spent on these procedures. The turn around time seems to have improved over a year ago and took about ten business days from filing the claim via email to having the check in hand., Much, much better. They also sent email acknowledgments to let me know they had received the claim and again to let me know they were processing it.
I tried another insurer first with my new kitten then with two other cats for several months. I did not cancel my Pets Best policies during this testing. There were surprises when it came to paying out claims and ultimately I don't need any surprises when one of my cats gets sick. No surprises from Pets Best.
My final comment is regarding the wellness plan. You should know that if you sign up for wellness and cancel the plan you must wait one year before you can sign up again. It also states in the policy that if you cancel the wellness, they may decide to cancel your accident/illness as well. I don't know what one has to do with the other, but this should be changed. To be clear, they did NOT cancel my plan when I discontinued the wellness, but knowing that they reserve the right to do so is why I am reluctant to sign up for wellness again. If you have multiple pets, it is probably best to sign up for wellness one at a time. I have six cats and when one got very ill, I was unable to proceed with the regular wellness for the others until his bills were resolved.
I feel this company is making every effort to listen to it's customer's and improve the quality of their products and service. If they continue on like this, I have every confidence I will be a happy customer for the life of my pets. I have and do recommend them to friends with confidence. In my experience they offer great value and relief with minimal surprises when it's time to pay claims.