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Great Service....Great Company!
All positive....nothing negative!
Insurer: Trupanion
By:
Always fast and easy.
Always fast and easy. Never had a reason to complain
Insurer: Trupanion
By:
Best pet insurance ever!
Always great! Our little one is eight years old. Trupanion has been there since she was a puppy, and has always covered just everything we’ve encountered along the way.
Insurer: Trupanion
By:
Because The Customer Service Lady (Allison) was very nice and answered all my question and helped me with the problem I had and was able to send me the correct forms I needed.
Because The Customer Service Lady (Allison) was very nice and answered all my question and helped me with the problem I had and was able to send me the correct forms I needed.
Insurer: Trupanion
By:
Because Trupanion is the best so is their customer service.
Because Trupanion is the best so is their customer service.
Insurer: Trupanion
By:
claim filing is easy and your processing of the claim is quite quick compared to other companies.
claim filing is easy and your processing of the claim is quite quick compared to other companies.
Insurer: Trupanion
By:
Quick Processing Claim
Claim was processed quickly and I liked the updates during the process of where and what was happening with my claim.
Insurer: Trupanion
By:
By far the worst customer experience of my life
I'm not exaggerating when I say that Pets Best is hands-down the WORST company I have ever had the displeasure of dealing with. After several claims, I have NEVER had a SINGLE claim resolved without an astonishing level of incompetence and significant commitment of my time and effort to resolve. Pets Best has a strategy of deliberate negligence and incompetence that is designed to dodge their responsibilities and discourage customers from pursuing legitimate claims. Here are some examples of the kinds of experiences you can expect from Pets Best: *Mixing up the details of claims that were submitted separately, and being unable to separate them again, leading to a chain of subsequent mistakes, lost threads and erroneously closing claims without payment *Losing claims *Not responding to claims in the period of time required by state insurance regulations nor the timeframes set out in PetsBest's own documents *Strict refusal to put anything in writing when explicitly requested *Refusing to tell customers what documentation is needed to resolve a claim to make it easier to decline payment *Giving different information in writing than what was unambiguously stated on the phone *Not responding to requests for additional information *Multiple other practices that qualify as acting in bad faith according to California insurance regulations Here is just one of many stories that give you a sense of how this company operates: Six weeks after submitting a claim (PB promises claims take 15-30 days to process), I received an email notifying me that Pets Best was having trouble reaching my vet for medical records. I called my vet (a small practice with only 2 doctors and an office manager), and found out that the office person was on vacation. I made arrangements to call back, and didn't notify PB of the steps taken because I know from experience that they don't read their emails and the phone queue is in excess of 1 hour. A little over a week later, ON THANKSGIVING DAY, I got another email from PB again requesting my assistance in reaching my vet. I responded the same day with a description of the steps I'd taken, the reason for the delay, and when they could expect a response. The following night (i.e. the Friday after Thanksgiving) at 9:58pm Pacific time, I got notification from PetsBest that they had closed the case and wouldn't be honoring my claim on the grounds of lack of response. I called them first thing Monday (by which time I had the documentation they needed), and it took 90 minutes on hold plus another hour on the phone to get them to reopen the case. Then it took them more than two weeks (more time than they gave me) and a threat of legal action to get them to approve the claim. Every single claim I have submitted has met with similar levels of incompetence, poor business practices and negligence. The people on the phone are sweet as pie and slick as used car salesmen. I would NOT recommend PetsBest to anyone under any circumstances. Pass it on. Edit: In response to the the comment below - You expect me to share personal info over the public internet?! Are you joking? Do you want my SSN and mother’s maiden name too? Boneheaded judgement and lack of common sense like this is what leads you to be such an ineffective company that can’t solve basic administrative problems. The above is a real complaint from a real customer; I couldn’t make this stuff up. You can verify the circumstances by searching support emails using this (my maiden) name, or ask Gina Carter or Penny, who should both be familiar with the situation.
Insurer: Pets Best
By: Claire Lunardoni