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They make cancellation as confusing as possible to lock you in
I fortunately haven't needed to submit a claim for my pet so I cannot speak to how they process claims. However, the rates went from $29/ month to $73 for my single cat. I cancelled on August 28th via email, received a response on September 2nd that the cancellation was backdated 8/29 and yet was charged 9/8 the full premium amount. I filed a complaint with the Colorado AG due to how the company handles cancellations as both California (where the policy was started) and Colorado (where the policy was most recently active) require companies that have autorenewal, allows customers who sign up online be able to cancel online which Pet's Best doesn't offer. In violation of both CA and CO law. To rectify this, I ended up calling in, 1st rep was great, I really wish I got her name because she was wonderful. Second rep Erin had an attitude from the get go like she personally was affronted that I wanted to cancel my account, said she couldn't give me a timeline for cancellation. I obviously had questions, because there hadn't been clear communication on the cancellation process but Erin started getting angry and when I asked her why is she so upset when it wasn't her money she started crying which was crazy. I've never dealt with someone customer facing get so emotional, like out the gate started the call with an attitude. I the customer shouldn't have to ask a rep 3 times to check their tone and not to get upset because a customer has questions. Luckily a supervisor was able to join the call with a clear head, immediately processed the refund and the made sure the cancellation was actually completed effective immediately. Will never go with Pets Best again tbh, I don't want to deal with crazy increases and hard to reach/confusing customer service department. Big shout out to the supervisor Sebastian, he knows how to deescalate and communicate clearly with customers. Erin, please take a few days off and reset, it was too early in the morning to already be that worked up about customers. I'm so serious when I say that the day literally just started.
Insurer: Pets Best
By: Brittany
WORST EVER
Absolutely abysmal - a total scam. (Just read the zillion awful reviews on the BBB pages) Had accident coverage for my cat who threw up blood one day. Vet did bloodwork and examined him and determined he’d eaten something weird and was fine (which he was, thankfully). Spot denied my claim (over $600) repeatedly saying he was ill. He’s never been ill a day in his life - which my vet tried repeatedly to dispute (as did I). The bloodwork was clear and there was literally nothing that would lead to that false conclusion. Did they care? Nope. BOTTOM OF THE BARREL
Insurer: Spot
By: Kristen
Been looking,& searching
Been looking,& searching. Best coverage for my baby…TY
Insurer: Prudent Pet
By: Jul_rammsn.com
Difficult to complete enrollment.
After I got my quote, I had to try several times to enroll my pet. I don't know if there was an issue with the system itself, but I would enter my info again and again and the actual enrollment section or button wouldn't appear. After quite a few tries and days, the system finally took my info and completed the enrollment process.
Insurer: Nationwide
By: MB
The staff are always there for you to listen and help you to understand
The Gal who I spoke with was very personable and was very knowlegable of my question. She took time to look into my policies and did not rush me off the phone.
Insurer: Pumpkin
By: Sondra Lubas
DO NOT USE THIS COMPANY
I've had embrace pet insurance for years. Never had a claim...never missed a payment. Rates started going up, $80 became $130...terrible..everything's going up..I get it... my dog is now getting older now and they just increase his coverage to $336 a month, if I change to lowest coverage its $160 a month for basically no coverage. Pricing my dog out of care. They know what they just did, that's why they sent me a letter saying what they did is legal in the state of Colorado. STAY AWAY FROM THIS COMPANY Please read the lies they sent me as a reply before you sign up for this company, because thats what you will get if you give them money, LIES
Insurer: Embrace
By: Carl Valenta Dahlia_grower
Easy claim
"My pet had an emergency. I took a photo of the receipt went on the pets best app, followed the easy instructions on how to submit a claim and was done in a few mins. I was notified that it was received, notified about a delay than within 2 weeks received payment in the amount I expected and a written invoice which explained the details about the payment. This was a very pleasant first time experience.
Exceptional service since day 1!
Exceptional service since day 1! The claim process has been intuitive and filing has only taken minutes to do. My claims have been processed on average within 5 days. When I have had to make contact with Spot, the reps are pleasant and very knowledgeable. Overall, a great experience all around!
Insurer: Spot
By: Erin Premo
Customer Service is good.
Customer Service is good.
Insurer: Nationwide
By: Tangela Martin