I am saddened to say that I have experienced a couple of disappointing customer service interactions with Pets Best. For the past 2-3 years, we have insured two of our family dogs with this company. A 5 year old Jack Russell and a 12 year old collie. As expected, our 12 year old collie has been experiencing arthritic symptoms. Pets Best has denied claims that they felt were related to this diagnosis. They stated that his diagnosis was pre-existing before implementation of the policy, when it wasn't. Recently, I had decided to discontinue service with this company, because of claims being submitted and not being covered as expected. On Friday, 09 Oct 09, I decided to call them to see if I could continue the policy and make a premium payment (as recommended by them via an email message). I was told that that policy had expired; so I established a new policy. On Saturday, 10 Oct 09, our collie's arthritic symptoms worsened, so we took him in for a veterinarian appointment. We have now been informed that his condition isn't related to arthitis, but requires a neurology consultation. This afternoon, I spoke with two female representatives from Pets Best and provided them with the information that we had received. They informed me that regardless of when his neurology appointment is scheduled and the diagnosis received, his condition will not be covered; because he was experiencing symptoms before the 14-day coverage period. This is disappointing because, after years of being a customer, I didn't feel that they had our pet's best interest at heart. It seemed to be a "just business" interaction. What happened to their motto, "We care about you and your pet"?
Age of Pet