Selling Practices are a Disgrace

Out of 10

Consumers need to beware of this company's online application process. In January, 2009 I obtained insurance from Pets Best for my Labrador Retriever. I applied online and paid my money. 6 months later, my dog ruptured his ACL, requiring a surgery that cost almost $4,000. My claim was rejected by Pets Best, citing a one year waiting period for cruciate ligament injuries. This was not disclosed during the online application process. It is my opinion that this company dupes consumers by not making them aware of this exception to their policy during the application process. (Especially since this injury is one of the most common canine injuries.) I'm hoping that others will learn from my mistake in trusting this company to be above-board during their application process. My complaints to the company and to the Better Business Bureau have been met with rudeness and contempt. "Buyer beware" is certainly applicable to this company.

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Posted: 09/23/2009

Dear Alison – At Pets Best we believe that one of the most important benefits we can provide to our policyholders is the promise of transparency. We want our policy holders to know what is covered and what isn’t, well before they ever need to use their benefits. We know that that the last thing you want to deal with in the midst of a pet’s medical problem is a surprise. Our exclusions are stated on our website and on the sample policies we make available on our website ( In addition, we send the policy form directly to new policy holders when they enroll their pets. Our goal is excellent and courteous service, and we’re always available to answer any questions and explain our coverage during the application process and after the purchase. I’m sorry you weren’t aware of your benefit coverage.

Posted: 10/17/2009

Well, Donna I want you to know that consumers take these comments seriously. If you think people don't follow up on this your wrong. I looked back and there is nothing about ruptured ACL under not covered, and you should be ashamed in saying so. I'm looking for pet insurance. I have read many positive comments about your co. however; they are from people that have had no challanges. You should pay Alison. Thanks for your comments Alison and based on them I will continue looking for another pet insurance company!

Posted: 10/20/2009

Most if not all insurance companies will NOT cover an ACL repair until the policy has been in existence for one year. Consumers need to read the exclusions and when I purchased this policy it was there so you need to read fine print with all of these insurance companies. They are no different that "people" insurance companies.

Posted: 11/01/2009

I got an online quote from Pets Best before you submitted your review. The exclusions section clearly stated that cruciate ligament injuries aren't covered for the first year. I'm not saying that I agree with this policy, just that it IS there, right on the page that Donna posted. More likely Alison and Linda didn't actually read the page.

Posted: 11/13/2009

Linda you need to reread the not covered section. It is clearly listed there. I am in the process of looking for insurance for my 2 golden retrievers. Your comment is misleading and erroneous.

Posted: 12/08/2009

I do have to say however that of the couple of claims that I have placed with PetsBest that they first want to get medical records from all of the vets and when they do it appears that they do try to "wiggle" out of paying claims if there is a hint of anything that could closely resemble what you are putting a current claim in for. I know they associated with Aetna. I had Aetna insurance for myself and hated it. Could be the reason they are denying alot of claims now. Not a good thing to do.