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Customer service was terrible.
Extremely frustrated with both the claims process and the customer service I received from Pets Best. This was a chat interaction on 8/14 I contacted them because it had been 8 days since I submitted a claim and I had not received the reimbursement. I was then told that although the claim had been completed, the payment was not actually sent until August 11, and the 5–7 business-day deposit window began on that date. That explanation would have been fine if it had been communicated clearly from the beginning. The larger problem involved a second claim for my dog’s UTI. His August 6 wellness visit was his first veterinary visit since I adopted him. Labs taken during that visit revealed the UTI, and the veterinarian later called and prescribed an antibiotic, which I picked up on August 11. Pets Best treated the prescription date as a separate “date of service” and requested 12 months of medical records to determine whether the UTI was pre-existing—even though I repeatedly explained that there are no earlier veterinary records. The representative initially said Pets Best had requested the records from the veterinarian, but later told me I needed to obtain and submit them myself. When I tried to clarify what records were still needed and who was responsible for sending them, I received repetitive answers and was repeatedly asked questions I had already answered. Early in the conversation, I used the word “damn” once while expressing frustration about the confusing claim setup. It was not directed at the representative, and I did not continue using profanity. Nevertheless, the representative repeatedly reprimanded me for being “disrespectful” instead of answering my remaining questions. When I requested a supervisor, I was given a phone number and the chat was terminated. I understand that an insurer may need documentation to confirm that a condition was not pre-existing. What I do not appreciate is contradictory guidance, repeatedly having to explain the same straightforward timeline, and having a representative focus more on policing my tone than resolving the issue. This experience has left me with very little confidence in how Pets Best will handle future claims when my animals need care.
Insurer: Pets Best
By: Desiree
Glad we chose Pers Best
You will not be disappointed choosing this service. From the day I had a friend refer me and signing up the past 2 years have been a wonderful experience. You never have to wonder the claim status as they are on top of it. Excellent customer service and they are great to work with. Worth the money and worth the care received.
Insurer: Pets Best
By: Monica
Seamless and fast
Petsbest was easy filing my claim and setting up reimbursement method. Great plan also. My only not perfect area was even with the highest coverage includong wellness, the biohazard waste disposal fee included with any vaccines is not covered. Just seems like it should be. Besides that everything's great!
Go elsewhere
My dog got injured after the injury date from falling down the stairs. Unfortunately at that visit I asked about a lump unrelated to her fall and we found out it was cancer and had to put her down. Pet Best decided that since she was injured WITH cancer not to cover anything - not her exam, not her x ray for the fall (no ligament damage), not her pain medicine for the leg injury nothing. They also didn’t cover the euthanasia since the cancer was so far. While I understood maybe the cancer- the unrelated leg injury from falling down the stairs was NOT a pre existing condition. They simply took advantage of the convenience of my dog being terminally ill. I would recommend using other insurance.
Insurer: Pets Best
By: Dara
Peace of Mind
I’ve used Pets Best for 5 years on all my dogs. It’s affordable, easy to understand the policies and they are always quick to respond regarding my claims. When my dog had to have emergency surgery, I was so relieved I had insurance! It was one less thing for me to worry about during a stressful situation.
Insurer: Pets Best
By: Jenna
Easy-peasy
It was easy to file my claim. The most difficult part is remembering to file my claim. Pets Best processes claims quickly and efficiently
Insurer: Pets Best
By: Ruth
First Time Pet Insurance User
My one-year-old cat, Mozzie, was unfortunately diagnosed with FLUTD after experiencing sudden and unexpected symptoms that required an immediate trip to the emergency vet. During his visit, several tests and procedures were necessary to properly diagnose and treat him, and as many pet owners know, emergency veterinary expenses can add up very quickly. Thankfully, Pets Best made an incredibly stressful situation much easier to navigate. After I paid for Mozzie’s ER visit, they provided prompt assistance with my claim and processed everything with an impressively quick turnaround time. I also greatly appreciated the clear and detailed breakdown of the covered expenses, which made the entire process easy to understand. Having reliable pet insurance during an unexpected emergency gave me significant peace of mind. I’m very grateful for the support and service I received from Pets Best and would confidently choose them again.
Appreciate the Support!
"The Pets Best app makes submitting claims quick and easy. Responses are typically received in a timely fashion with decisions explained. I appreciate that the support of having pet insurance allows us to make decisions based on what is best for our girls. "
Technology leaves old people in the dust
It all used to be easy, but as the years pass, new words, techniques, and computer functions change. Drag-and-drop was what we did with laundry; we dragged dirty clothes and dropped them into the washing machine. I'm still working on "capture and release," but that's something for police or wildlife, isn't it? After 3 frustrating days, I finally hit "SOMETHING" that made my submission work, and I'm always fascinated by how easy it is when I finally figure it out. The bottom line is, the insurance is beyond great; it's a necessity. I know that in today's world of rising costs of "everything", one more bill is a pain, but what is that animal who looks to you for everything worth? You know, the one who understands love, affection, and comfort but has a problem understanding pain. If you're young you will love it, if you're old,well....you'll figure it out eventually.