I had my four cats insured with Pets Best for several years, and did not have any problem until recently. I adopted an older dog from the local shelter last June, and in July, I added her to the policy. A few months afterwards, I took her to the vet because she was scratching and her skin appeared dry. The doctor prescribed a medication for this issue,and also noticed a lump on her breast. It was suggested that she have a lumpectomy because it might prove to be malignant. I did not have this procedure done until this February because I had other serious health issues with my oldest cat. When I submitted the claim to Pets Best, I recieved several phone calls from them asking for further information. Each time, the same questions were asked, each time the same answer was given. On the day I was to renew my insurance, which I did, I went to my "pet portal" only to find my claim for the dog's lumpectomy had been denied. The reason was, "records from the veterinarian were not submitted". I spoke to my vet. and discovered they had been submitted to Pets Best, within the next business day.
I called the Pets Best, and questioned this denial. I was told the vet had not sent the records. When I informed them that indeed the vet had, and even the time of day, the representative became polite, yet condescending. I was even indirectly accused of lieing about her records and where they had originated. The more I told the representative that my dog had only been to one veterina