Pet's Best Insurance Services

Well, as a 'newer' customer I thought I had to give a review of my first two months' worth of service. First, as for claims response the term sporadic comes to mind. We have a puppy so have made 3 or 4 separate claims for shots/wellness/etc. One claim took what I consider a long time to pay (submitted 23 June, paid 15 July (22days), the second claim was paid very quickly (submitted 20 July and paid on the 24th of July (4days), the third claim was submitted on August 4th and as of today, August 24th (20days), it is still showing 'received'. Another claim was just submitted a couple of days ago...so we will see what happens on that one. In my world anytime a claim 'sits' and not reviewed or paid for more than 10-15 days it is pushing the extreme. All companies expect premiums to be paid quickly...and I don't appreciate the ones that seemingly drag out payments due to me. In fairness, when they did pay it seemed to be what I should have received. Secondly, correspondence with this company is practically non-existent...and in fact is my biggest complaint so far. I have tried using the 'chat' feature multiple times only to be advised that due to overwhelming blah, blah the feature is disabled and to instead email them. I did indeed email them a couple of times as instructed and to date I am still waiting on a reply (first email sent a month or so ago followed by another a few days ago). As for calling them, forget it! I don't have time to stay on hold for 30+ minutes. I just wish they would handle current customers as quickly as I am sure they will undoubtedly post something in reply to this comment defending the positions of the company (overwhelming interest, Covid-19, etc). In fact a 'not so good' review might be the best/quickest way to get in contact with them!

Overall I am not as impressed with this company as I was hoping I would be and although I am still a customer I will probably look around upon expiration of my policy for another insurance company that perhaps provides a bit better customer service.

My roomate and I have seperate policies for 2 dogs and I recommended them to him and anyone else I could. They were always nice, answered imediately and fast ( processed and paid in 14 days). My Chihuahua had a rear left patella surgery and it took 30 days to process and 1.5 hours on 2 calls wait times of inquiries. Their online chat is not working either. I have been with them for 6.5 years and felt safe with this company. I have read complaints that they may go out of business or that they have a hiring freeze. Either way I wish they would get it together soon.They kindly sent me an email apologizing for the delay which is something and they approved payment on the surgery.
I still don't know when electronic payment will hit my bank. In this period of finance issues with the pandemic, for some of us payment is a lifesource.
I am fery frustrated and disapponted.

No answer on my claims in weeks.. they attributed an ear infection to a "pre-existing condition" which it was not as my dog did not have a history of ear infections.

I have two more claims that are just sitting with no response and can almost guarantee when I do hear back they won't cover them and will give a vague explanation

I have tried numerous times to contact this company to cancel my policy. Contact by phone is simply listening to a recording for over an hour, but they will be right with me. I should try to contact through online policy, but that does not allow me to cancel, although it should. I try to chat, but they are experiencing high volume, leave an email address and they will get back with me, which after 5+ attempts I realize it is not going to happen. Responding to any emails I receive from them also gets no response. I am at wits end. I have tried for over 3 months to get this done, with no closure. I filed a claim that was rejected, saying it didn't have my pets name on it, although 2 other times I had filed with the same receipt form the vet and those were accepted. It seems this company just continues to pull money from my account for their own benefit. My bank says they cannot stop the payments due to it is a debit card. Please let me know what else I can do to stop this company from ripping me off.

I have attempted to contact this company on several occasions via chat, email, and telephone to no avail. They denied a claim that we submitted without even contacting the vet or taking the vet records into consideration. We still have yet to hear from them regarding our appeal and our vet told us today that they have not heard from anyone from Pets Best regarding our claim. When I went to cancel our policy, the cancellation option is no longer available. The option to change coverage is also no longer available. Because I could not get through via chat or phone, I emailed requesting IMMEDIATE CANCELLATION. I have yet to receive a response to cancel my policy. I want the policy and billing cancelled immediately. It seems to me that this company is engaging in some shady business practices since it has updated its website to no longer allow cancellations or changes. Think about it...if you cannot get through by chat or phone, then you have no way to cancel and they will just continue to collect payments and not pay claims. This company should be investigated asap.

They aren't worth a dime! Submitted a claim on a broken bone in our dog's leg and they covered absolutely nothing after 6 weeks of waiting and No explanation! We have different policy on our other dog and when he had an accident, we had check in hand 2 weeks later with no questions asked!

As previous other people have stated, their processing time is ludicrous. When I have submitted claims and/or emails, I have to follow up every single time with a phone call. They seem to always "lose" my claims and emails. I have been appealing a claim from January for nearly 3 months now with no response. I am beyond disappointed and frustrated. They are praying on people's love for their pets and their desperation in tough times.

Its been over 18 days since I filed my insurance claim. I cant get anyone to talk to me. Wait time is ridiculous and no one is ever responsive on text

I can not reach the company . I have emailed *** messaged and called for hours trying to reach them. I sit for hours on the phone as well as doing that 2 weeks now. Was trying to cancel my policy but I or multiple other complaints on their *** page say the same. I want more specifics on why they won't pay but I can get them to answer me. Hours I've sat on the phone for days. They refuse to answer policy questions and send me the same emails over and over. I feel like they are steeling money by not allowing me any action to cancel or speak about the services they did not provide

I submitted a claim for processing on 7/11/2020 (claim number ***), it shows received but has not been processed. Processing time is advised to be 15 days. I have tried to call multiple times but am placed on an extended hold but no one ever answers (on hold in excess of 30 minutes). I tried live chat but they said due to volumes it is not available. It advised to leave a message which I did but I never received a response. They do not have an email address to contact them. I also need to talk to them about increasing my policy limits and understanding my coverage. They are successfully billing me my premiums. I am very worried that I am paying for a policy for which I am not receiving benefits and can speak to no one regarding it.

I sent my appeal in on 7/8 with no response as of today. I even contacted customer service and no response (I left a message) my appeal details are below. Im so disgusted with PetsBest and I have already submitted my complaint to the DOI in Indiana due to this claim.

I started my coverage back up with PetsBest on 4/28/2020 with applicable waiting periods. My cat went to the vet back on 3/31/20 with hacking, hairballs, congestion etc. the vet deemed this in the notes possibly seasonal allergies (see the notes they sent) I know what a pre-existing condition is in the pet insurance world and I know the definition. What I don’t understand is how PetsBest is calling this preexisting and let me explain why.
• 3/31/2020 – Hazel was seen for listed symptoms above and everything cleared up and she was on NO meds after this incident.
• 4/28/2020 – I started my policy again with PetsBest with a 3 day accident wait and a 14 day wait for illnesses.
Fast forward to 6/16/20 – Hazel started having discharge from her nose, sneezing, URI symptoms etc.
She got sick months ago and it cleared up then got sick again within the policy terms (different time and illness) there is nowhere showing the illness from 3/31 and 6/16 are related nor is this a chronic issue.
Just like in humans we get colds or the flu sometimes. That doesn’t mean that we have that illness forever nor does it mean its always linked to another illness.

I have my pet insurance from petsbest and they have giving me the runaround so I can have surgery they tell me They didn't receive any of my records from my vets yet. I have sent copies of lexi's vet records mailed them overnight. ALL THE VETS HAVE SENT THE RECORDS BY FAX. I HAVE CONTACTED BOTH VETS AND THEY SENT EVERTHING THEY ASKED FOR AND STILL they say they didn't get all the information. I had to CANCELLED one appointment for surgery. And I have a new appointment for *** surgery on August 4th. I am beginning to think Co is a scam. Now I'M stuck after all I paid them. I want her approval for her surgery and time is running out I don't know what to do???? This whole process has started on JULY 2nd called everday my dog has been in pain and they just don't care

Business did not honor insurance policy as described in contract.
Business does not answer telephone calls or text messages.
Unable to resolve dispute as there is not communication on part of business.

Policy term is 15 days for claim SETTLEMENT.
CSR states despite contract stating 15 days max, company is aware they are not fulfilling their obligation. Claim has not been addressed at ALL, only "received" per app.
NO way to file complaint AT ALL. CSR states cus***er complaints are taken as notes in policy file. No official complaint number exists, supervisors completely unavailable. No legal way to prove complaint was filed.
Female CSR's name given was "Shay", states I SHOULD be called back in 2 days.
No action has been taken by this "insurance company" whatsoever except to take our money. Our account is in good standing, we have never missed a payment.
This company is SCAMMING their cus***ers.

In February of 2020, I was unable to make my monthly payment for my pet's insurance. I was sent a letter in the mail stating my insurance would cancel unless I made the premium payment within 14 days. Pets Best attempted payment on that deadline, February 26. That payment also did not clear my account. I had the notice of cancellation. I assumed my service was cancelled. I received no further correspondence to suggest otherwise. There were also no further attempts to collect premiums on my bank account.
In early July I received a renewal notice for my service. I called the company and spoke to a rep because again as far as I knew my policy had cancelled for non payment. The rep explained that she had no idea why my policy was not cancelled in the system, and also agreed that there was no payment since January. We did discuss my options, but she said I would be getting more information. Never was I told that premiums would be pulled from my bank. This phone call was July 7, 2020.
After our phone call, on July 17 a monthly premium was sent to my bank account. On July 24, 5 months of premiums were sent to my account. Again with no correspondence telling me this was going to occur. The individual monthly premiums sent to my account all at once overdrew my account and cost me a ton in additional over draft charges. This is unfair business practice.

Pets Best Insurance denied a claim based on a false statement. They claimed that they had no received documentation from the vet. They did receive it several times.
I refiled the claim again.
The company has multiple complaints against them. It is a fraud and a scam.
I have filed a complaint with the Nevada Insurance Commissioner and will also initiate a lawsuit
against them.

Horrible insurance!! They are not paying my clams and when I call it has taken over 60 min to speak with a customer service rep. They deny receiving the information from the vet’s offIce. When I send documents, they verify receiving them and will update, but nothing happens. I have submitted 3 claims and I have not received any reimbursement for these visits 2-3 months after I submitted the claims.

I've been trying to get in contact with Pets Best for over a week- I have payments coming out of my bank account that I need more information on. I used the chat function- they stated they were able to find my policy and email me the documents. I asked what email address they have on file because I've been trying to login using the 'forgot password' prompt and I am not receiving any communication. They refused to tell me except for it was a 'gmail' account. I've used all my emails to try to login. I've also tried using my phone number/zipcode and am not receiving anything. Now I can't use the chat function and I am trying to call in- with hold times that are ridiculous. I feel this company is trying to deceive and prevent people from logging into their accounts.

Go with a better pet Insurance Company. Pet’s Best is a horrible company. They take your money every month but when it’s time to pay on a claim they deny it.
When my dog had its original owner she had a uti.... over a year and a half ago
Now that I’ve had her a few months she started to pee red and we took her to the vet where they tested her and they thought it was another uti at first but after going back several times they found it was not an infection this time it’s actually a bleed and it has nothing to do with a uti but Pet’s Best keeps denying the claims even though it’s a completely separate issue.
Do not use this company! They do not practice a fair claims practice at all!!!

My Name is *** policy # ***, and I have been a Pets Best customer since March 2020. I am writing to complain about my claim # *** and how it is processed. I have a six-month-old puppy mini dachshund named *** that my wife *** and I picked up from a breeder on March 21, 2010. On June 19, 2020, our puppy woke up was feeling lethargic and could not eat his breakfast. He also ended up puking his dinner from the night before, and we promptly took him to an emergency care facility (***) for an evaluation. We initially thought he might have eaten a rock or something else that was aggravation his stomach. After a battery of tests, they discovered that *** had an intestinal intussusception, a condition in which one segment of intestine "telescopes" inside of another, causing an intestinal obstruction (blockage). The blockage had stopped blood flow in his intestine, and the area was starting to experience necrosis. Our puppy would die within a few days if he did not have surgery ASAP, and he was placed in their ICU. We elected for him to have the surgery, and a specialist was called in on June 20, 2020, to perform the delicate operation. Before they would perform the surgery, we had to place a $1,300 deposit and the remainder once he was ready to be discharged. Although my wife and I knew this surgery would be approximately $5,000, we loved our puppy, trusted the doctors, and had the Pet's Best, Best Benefits Plan that has unlimited annual coverage, a $250 deductible, and an 80% reimbursement. *** was discharged on June 22, 2020, after we paid the remaining medical bill of $3,428.55. I filed my claim on the same day we brought *** Home and was told the only thing needed was an itemized receipt for his treatment, which I uploaded to start the claim.
About two weeks after filing the claim, I got an email saying they needed a complete medical history on *** from ***. I called the customer service number and told them *** was the emergency facility, and *** Veterinary was his Veterinarian and provided the email and phone number. Approximately three days later, I am told when I called the cr that they are still waiting on information from ***. Once again, I explained that *** is not his Vet, and they should contact *** Veterinary. I then waited a few more days and called *** Veterinary, and they stated no one from Pets Best had contacted them about Herbie. I then called customer service again and was told that I could not get the medical records and that it had to come directly from the Vet. Once again, a few days later, I called because the status of my claim has no changed, and they still have not contacted the Vet. I decided to see if there was any way that I could get the records and submit them myself. I once again called the customer service number, and a lady explained that I could send the documents to [email protected]. As of today, I have sent medical records to this email address from both the emergency facility and Veterinarian 8 times. I have also called customer service at least a dozen times and over the past three weeks, and my claim is still saying they are waiting for information from the Vet, and when I ask to speak to a supervisor, they will not connect me to one. It has been 28 days since I filed this claim; this incident has taken a financial and emotional toll on my family and me. I have lost confidence in Pets Best as an insurance company and believe this is a stall tactic to deny my claim. I feel this is horrible the way we have been treating, and I would be terrified to file a claim with this company ever again.