Out of 10

I have had Pets Best for a few years and initially my claim was processed slow, but accurately. This last claim process was extremely slow, inaccurate and the conversation with the customer service person was frustrating. He didn't have all of the documents and basically accused me of not filing the claim correctly which is why the delays. I faxed AND emailed all documents for the claim initially and then again 3 weeks later when they still were unable to find the paperwork. After realizing that everything was indeed there I didn't get an appology or the claim processed any faster. Also signed up for the direct deposit but that too failed and now the payment is being process by snail mail. How convenient.

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Claim Amount
$100 - $500


Age of Pet
Over 8 years

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Posted: 03/11/2011

Thanks for your comments, Debbie. We’re sorry your claim was not processed in the timely fashion. At Pets Best Insurance, one of our goals is to process claims as quickly as possible. Most claims are processed within 5 business days. It may take a few days longer if we require medical records from the treating veterinarian and there are delays in obtaining those records. To keep policyholders informed, we send emails throughout the entire claims process notifying customers of when their claim is received, if a claim is incomplete, if medical records are needed and also when a claim has been processed. We strive to serve all our policyholders with the utmost care and compassion and we’re sorry that you feel you did not have a satisfactory customer care experience.