Avoid. Over priced and difficult to deal with

2
Out of 10

Pets Best is expensive relative to its peers and the customer service is atrocious. Unlike Embrace or Purina Care, they exclude anything they consider to be hereditary or congenital (list is more exhaustive then you might think), regardless of the age of your pet, or whether they have ever shown any symptoms. This includes hip and elbow displaysia, for some breeds eye problems like glaucoma/ cataracts, Addison's disease etc. In addition, they exclude patella or other knee injuries for the first year (Purina and Embrace do not). These are not only the most likely health problems for a young pet. They are also the expensive ones you most need insurance for! Plus if you think about it, for most minor illnesses, after the $75 PER INCIDENT deductable and the 20% co-pay, you end up paying the vast majority of the cost of most vet visits yourself anyway.
On top of that, they will nitpick every last thing related to a claim. This includes claims related to their "routine care option" which they seem to treat as a benefit as opposed to an entitlement (despite their false marketing). If their "claims department" finds any issue no matter how remote, be prepared for them to deny the claim and then push it back to you and your vet to do all the work necessary to appeal. This process is designed to be difficult and is a major time sink for you and for your vet, who understandably find it irritating. All in all, if you buy Pets Best, be prepared to pay upfront and then have to fight for your money, waste your time and be disappointed later.

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Posted: 10/30/2009
By:  

This response is to clarify incorrect coverage information stated in this review: Pets Best plans do include limited coverage for hereditary conditions. There are 15 conditions Pets Best defines as hereditary under our policy, including hip and elbow dysplasia, and they are listed in our policy form and on our website. Pets enrolled for coverage before their second birthday will receive limited benefits for hereditary conditions. We do not define Addison’s disease as a hereditary condition; therefore, treatment would be covered so long as the condition is not pre-exiting. Congenital conditions are present at birth and, as such, are pre-existing conditions and excluded from coverage.
Deductibles and co-pays are designed to keep the cost of policy premiums affordable. Annual deductibles must be met each year. With Pets Best, if your pet has an on-going condition that requires treatment from year-to-year, your deductible needs to be met one time. The purpose of deductibles and co-pays is to keep premiums affordable by having the policy holder pay part of the cost. The administrative costs associated with processing numerous small claims can be costly. Plans with low deductibles may be associated with higher premiums or may be subject to benefit schedules or fee schedules.

Posted: 11/10/2009
By:  

This response is to clarify incorrect coverage information stated in this review: Pets Best plans do include limited coverage for hereditary conditions. There are 15 conditions Pets Best defines as hereditary under our policy, including hip and elbow dysplasia, and they are listed in our policy form and on our website. Pets enrolled for coverage before their second birthday will receive limited benefits for hereditary conditions. We do not define Addison’s disease as a hereditary condition; therefore, treatment would be covered so long as the condition is not pre-exiting. Congenital conditions are present at birth and, as such, are pre-existing conditions.
Deductibles and co-pays are designed to keep the cost of policy premiums affordable. Annual deductibles must be met each year. With Pets Best, if your pet has an on-going condition that requires treatment from year-to-year, your deductible needs to be met one time. The purpose of deductibles and co-pays is to keep premiums affordable by having the policy holder pay part of the cost. The administrative costs associated with processing numerous small claims can be costly. Plans with low deductibles may be associated with higher premiums or may be subject to benefit schedules or fee schedules.

Posted: 01/12/2010
By:  

I agree with this reviewer. I think Pets Best denies claims in the hopes that most people will be discouraged by the appeal process and not appeal.

Posted: 01/13/2010
By:  

I, too had a negative experience with Petsbest after my Lab was diagnosed with colitis. A fecal smear was done to check for bacteria and determine the necessary treatment. Petsbest continued to deny the charges for the diagnostic test stating it was a test only covered in the wellness plan. I appealed twice and they denied twice....even though in their policy it is stated that diagnostic tests were covered. It took a complaint to the BBB to open their eyes. In addition, an anti-diarrheal medication was not paid for - Petsbest claimed it was a "supplement" - although the manufacturer cited it as an anti-diarrheal agent. I agree, they deny more than they pay.