This is an amendment to my previous review.
My pet was ill and had an expensive surgery and Pets Best closed the claim after a month with no notification or documentation. I had been unable to contact anyone at Customer Service for days.
Finally, I got a rep on the phone and she explained everything. I will be getting the claim paid, however "closed" is was they use as status for higher paying claims that have a brief wait period after processing.
I am happy my claim is being paid and happy I finally got an explanation. Besides this gaffe, overall, I had been highly satisfied with this company. I give them 8 out of 10 stars.
One deduction for putting up a confusing status with no explanation, and another deduction for the customer service wait times. I understand it is a Pandemic and I want the employees here (and everywhere) to be safe but it would more convenient for them to telework or do something else that made the operations flow run more smoothly. It's frustrating for a customer to have to wait over an hour on hold or have the customer service lines drop calls after being on hold for long amount of time. It's probably equally frustrating for the service reps.