Pet's Best Insurance Services

I deeply regret choosing Pets Best for the insurance policy for my 2 dogs. According to my vet, the vet office has submitted all the requested documentation and medical records for my claim multiple times via fax and email to Pets Best, and yet Pets Best keeps the claim status perpetually, for a couple months, at "waiting on vet info" in the client portal. That is bogus. It's an indefinite obstruction by the insurance company, a waste of time for my busy vet who is helping pets to keep having to resend the same documentation repeatedly, a waste of my monthly payments, and all for a claim that wouldn't even fulfill my deductible. I'm beginning to think this is a sham company that takes my money but has no intention of properly processing claims. I want to warn others not to purchase an insurance policy from this company. I would like a refund for my monthly premium payments.

I BELIEVE THIS COMPANY TO BE A SCAM***

The claims process is a nightmare, to say the last... I submitted a claim 45 days ago with all the necessary information. (Clear, legible invoice from the vet that lists all treatments, medicines, etc individually. I submitted 2 forms of proof of payment). My claim was kicked out a few times due to "not enough information" ... I literally submitted the exact same invoice each time and then called to ask what else was necessary only to be told "Nope, we have all the info we need!" Ok, great the process should move along... A couple weeks go by and crickets from the company... I called again to ask if there's anything they need from me, "Nope, we have all the info we need!" .... I called once a week for 3 weeks, on hold for 20-30 min each time before speaking to a representative only to be told the same thing... "Nope, we have all the info we need!" ... OK SO, WHAT IS TAKING SO LONG!?!?! I've been told 4 times that no additional information is necessary and yet my claim still isn't being processed after 45 days...

I have been contacting Pet's Best atttempting to ensure they have all the information needed to process several claims for my 2 year old cat. The first claim was filed on 6/12 and I was quoted a 15-25 day processing time. I was told by an agent via chat on 6/23/2020 that "We have received medical records that are currently being reviewed for processing!".

I sent a follow up message on the online portal on 6/29/2020 that was never answered.

The claims still had not been processed and we are on day 20, so I called on 7/1/2020 to ensure that they truly did have all the info needed to process the claims. I was asked to provide all past veterinary information, which I did. But I am still unclear on why that was needed when you claimed to be "reviewing for processing" the claim on 6/23.

I tried to follow up the next two days via e-mail to get in writing that you had all prior medical information and were procesing the claims. I got no repsonse to my 2 emails.

I contacted via Facebook and "Lucretia" assured me that: "We have asked for and received records.". I just got an email for another claim related to the same incident saying that they were reaching out to my old veterinarian to ask for records. I do not understand this as I was told you already had records, and was told "Once we have established *** health history with this request for records we should not need to ask again in the future for records."

My cat just turned 2 and had only been to the vet twice prior to his policy beginning, both for things completely unrelated to this claim (an eye scratch and a vaccine reaction; while he suffered from a sudden urinary blockage with no prior warning) this is a seemingly very cut and dry claim.

We are now past the promised processing time, and I have attempted repeatedly to ensure you have all the information needed to process this claim, with very little help/response.

Awful. Long wait times to process claims, they "lost" my claims and emails... yes, plural... every single time.... When I asked where I could post a review of their company, the customer service chat person sent me bogus sites... non-active, non-existent sites. Extremely unhelpful and a giant waste of money!

We have a 5 year old dog that had a TPL surgery to her left hind leg. This company denied our claim for coverage on the grounds that she had surgery on the other leg 2 years ago before we purchased insurance. They are saying that it is a pre-existing condition. I have an active dog that likes to run around the backyard. Are they saying that she tore that ligament because she had surgery to the other leg in the past? My dog gets examined by the vet frequently (every 6 months or so) and I know there's no issues with that other leg. We purchased insurance exactly for these reasons, unexpected injuries and illnesses. We've been judiciously paying our monthly dues and now that we need them, they fail to provide the coverage due to some vague technicality and verbage. I think it's a cap out on their part. Very disappointed here. What a waste of time and money.

Called 12/18 to discuss policy to switch from *** for the better rates. We have a service dog and I needed to make sure we covered everything. Discussed ACL repair. Policy states 6 month waiting period. Directly below it states if continuous coverage even with another provider at their discretion this could be waived ("these waiting periods are waived for continuous uninterrupted policy renewals, including, at our discretion, uninterrupted policy renewals from other pet insurance providers). Before I switched from *** to Pets Best I was assured via phone call the ACL condition would be waived as this service dog has always had insurance. I am 5 wks short of the six months. Dog has had continuous insurance his entire life. Last night tore ACL. Called this morning to ask about coverage. Very rudely told they have never and will never waive wait period. I was misled. The manager I spoke with was unbelievably rude. I begged, my son is 33 and this is his service dog and he is on a very limited income which is why he pays for insurance. On top of this which now will be considered a pre existing condition, we had a claim for two mass removals. I added a dental which I knew I would need to cover that portion. Claim denied after taking 30 days. They should be paying their portion and I am now appealing that. I am very distraught for my son. He needs this dog for seizures and must have insurance coverage help cover. He only receives SSI and cannot afford. Please help us.

Called 12/18 to discuss policy to switch from *** for the better rates. We have a service dog and I needed to make sure we covered everything. Discussed ACL repair. Policy states 6 month waiting period. Directly below it states if continuous coverage even with another provider at their discretion this could be waived ("these waiting periods are waived for continuous uninterrupted policy renewals, including, at our discretion, uninterrupted policy renewals from other pet insurance providers). Before I switched from *** to Pets Best I was assured via phone call the ACL condition would be waived as this service dog has always had insurance. I am 5 wks short of the six months. Dog has had continuous insurance his entire life. Last night tore ACL. Called this morning to ask about coverage. Very rudely told they have never and will never waive wait period. I was misled. The manager I spoke with was unbelievably rude. I begged, my son is 33 and this is his service dog and he is on a very limited income which is why he pays for insurance. On top of this which now will be considered a pre existing condition, we had a claim for two mass removals. I added a dental which I knew I would need to cover that portion. Claim denied after taking 30 days. They should be paying their portion and I am now appealing that. I am very distraught for my son. He needs this dog for seizures and must have insurance coverage help cover. He only receives SSI and cannot afford. Please help us.

Called 12/18 to discuss policy to switch from *** for the better rates. We have a service dog and I needed to make sure we covered everything. Discussed ACL repair. Policy states 6 month waiting period. Directly below it states if continuous coverage even with another provider at their discretion this could be waived ("these waiting periods are waived for continuous uninterrupted policy renewals, including, at our discretion, uninterrupted policy renewals from other pet insurance providers). Before I switched from *** to Pets Best I was assured via phone call the ACL condition would be waived as this service dog has always had insurance. I am 5 wks short of the six months. Dog has had continuous insurance his entire life. Last night tore ACL. Called this morning to ask about coverage. Very rudely told they have never and will never waive wait period. I was misled. The manager I spoke with was unbelievably rude. I begged, my son is 33 and this is his service dog and he is on a very limited income which is why he pays for insurance. On top of this which now will be considered a pre existing condition, we had a claim for two mass removals. I added a dental which I knew I would need to cover that portion. Claim denied after taking 30 days. They should be paying their portion and I am now appealing that. I am very distraught for my son. He needs this dog for seizures and must have insurance coverage help cover. He only receives SSI and cannot afford. Please help us.

Called 12/18 to discuss policy to switch from *** for the better rates. We have a service dog and I needed to make sure we covered everything. Discussed ACL repair. Policy states 6 month waiting period. Directly below it states if continuous coverage even with another provider at their discretion this could be waived ("these waiting periods are waived for continuous uninterrupted policy renewals, including, at our discretion, uninterrupted policy renewals from other pet insurance providers). Before I switched from *** to Pets Best I was assured via phone call the ACL condition would be waived as this service dog has always had insurance. I am 5 wks short of the six months. Dog has had continuous insurance his entire life. Last night tore ACL. Called this morning to ask about coverage. Very rudely told they have never and will never waive wait period. I was misled. The manager I spoke with was unbelievably rude. I begged, my son is 33 and this is his service dog and he is on a very limited income which is why he pays for insurance. On top of this which now will be considered a pre existing condition, we had a claim for two mass removals. I added a dental which I knew I would need to cover that portion. Claim denied after taking 30 days. They should be paying their portion and I am now appealing that. I am very distraught for my son. He needs this dog for seizures and must have insurance coverage help cover. He only receives SSI and cannot afford. Please help us.

Pet Insurance company is claiming that juvenile periodontal disease and gingivitis was a routine cleaning. My veterinarian specialist does not agree. Poor customer service and a flawed first in, first out process policy prevents this company from providing any form of acceptable customer service. They emailed policyholders they’re overwhelmed, but I have trouble with poor leadership, poor service and blaming things on being ill prepared. If they took the time to see all claims submitted, they’d see this was not by any means a “wellness exam.” Im now filing appeals with the help of my veterinarian.

Pet Insurance company is claiming that juvenile periodontal disease and gingivitis was a routine cleaning. My veterinarian specialist does not agree. Poor customer service and a flawed first in, first out process policy prevents this company from providing any form of acceptable customer service. They emailed policyholders they’re overwhelmed, but I have trouble with poor leadership, poor service and blaming things on being ill prepared. If they took the time to see all claims submitted, they’d see this was not by any means a “wellness exam.” Im now filing appeals with the help of my veterinarian.

Pet Insurance company is claiming that juvenile periodontal disease and gingivitis was a routine cleaning. My veterinarian specialist does not agree. Poor customer service and a flawed first in, first out process policy prevents this company from providing any form of acceptable customer service. They emailed policyholders they’re overwhelmed, but I have trouble with poor leadership, poor service and blaming things on being ill prepared. If they took the time to see all claims submitted, they’d see this was not by any means a “wellness exam.” Im now filing appeals with the help of my veterinarian.

Pet Insurance company is claiming that juvenile periodontal disease and gingivitis was a routine cleaning. My veterinarian specialist does not agree. Poor customer service and a flawed first in, first out process policy prevents this company from providing any form of acceptable customer service. They emailed policyholders they’re overwhelmed, but I have trouble with poor leadership, poor service and blaming things on being ill prepared. If they took the time to see all claims submitted, they’d see this was not by any means a “wellness exam.” Im now filing appeals with the help of my veterinarian.

I have 3 cats on Pets Best plan. I am customer for almost 11 years. I have 10, 11 and 16 yrs old cats .I used have small claims, very low money but when my cats got older problems started. When my cat turned 11 the premium increased by 50%. Additionally when my cats got older they got sick more my claims got higher. Currently Pets Best holds claims for almost $4000.00 for last 2 months. 48 hrs ago I euthanized my oldest cat , the fact that insurance is not paying back money was definitely part of my decision to euthanize when my pet was sick and old. I feel hurt and disappointed, and outraged. Pets Best abounded me , my family, my pets when I needed it the most. Now in our current crisis of corona virus pandemic we deal with a lot of heartache and financial strain and we need everyone to do what they promised. Pets Best promised 14-20 days turnaround time for claims when I signed up. Shame on you Pets Best. I will never forget.

I have 3 cats on Pets Best plan. I am customer for almost 11 years. I have 10, 11 and 16 yrs old cats .I used have small claims, very low money but when my cats got older problems started. When my cat turned 11 the premium increased by 50%. Additionally when my cats got older they got sick more my claims got higher. Currently Pets Best holds claims for almost $4000.00 for last 2 months. 48 hrs ago I euthanized my oldest cat , the fact that insurance is not paying back money was definitely part of my decision to euthanize when my pet was sick and old. I feel hurt and disappointed, and outraged. Pets Best abounded me , my family, my pets when I needed it the most. Now in our current crisis of corona virus pandemic we deal with a lot of heartache and financial strain and we need everyone to do what they promised. Pets Best promised 14-20 days turnaround time for claims when I signed up. Shame on you Pets Best. I will never forget.

I have 3 cats on Pets Best plan. I am customer for almost 11 years. I have 10, 11 and 16 yrs old cats .I used have small claims, very low money but when my cats got older problems started. When my cat turned 11 the premium increased by 50%. Additionally when my cats got older they got sick more my claims got higher. Currently Pets Best holds claims for almost $4000.00 for last 2 months. 48 hrs ago I euthanized my oldest cat , the fact that insurance is not paying back money was definitely part of my decision to euthanize when my pet was sick and old. I feel hurt and disappointed, and outraged. Pets Best abounded me , my family, my pets when I needed it the most. Now in our current crisis of corona virus pandemic we deal with a lot of heartache and financial strain and we need everyone to do what they promised. Pets Best promised 14-20 days turnaround time for claims when I signed up. Shame on you Pets Best. I will never forget.

I have 3 cats on Pets Best plan. I am customer for almost 11 years. I have 10, 11 and 16 yrs old cats .I used have small claims, very low money but when my cats got older problems started. When my cat turned 11 the premium increased by 50%. Additionally when my cats got older they got sick more my claims got higher. Currently Pets Best holds claims for almost $4000.00 for last 2 months. 48 hrs ago I euthanized my oldest cat , the fact that insurance is not paying back money was definitely part of my decision to euthanize when my pet was sick and old. I feel hurt and disappointed, and outraged. Pets Best abounded me , my family, my pets when I needed it the most. Now in our current crisis of corona virus pandemic we deal with a lot of heartache and financial strain and we need everyone to do what they promised. Pets Best promised 14-20 days turnaround time for claims when I signed up. Shame on you Pets Best. I will never forget.

I started an accident/illness policy for my dog in January. A few months prior to that he had gotten an infection on his paw and had to have his leg amputated. After this devastating event, I sought out options for emergencies like this in the future. I found pets best accident/illness and everything described in the policy sounded perfect for us. The following month after starting the policy my dog got an ear infection that I took him to the vet for to get ear drops. At this time I thought, I’ll submit this to Pets Best to see how it all works and possibly pay toward my annual deductible. Once I submitted the claim, I waited for about 40 DAYS for them to deny the claim- stating that his ear infection was a pre exisiting condition. Their reasoning for this was they requested prior medical records from the vet and saw that he was given ear drops in December around the time of his leg amputation. My vet did warn/advise me to rub his ears for him as he could be prone to ear infection since he was unable to reach his ear on his own. (He was unable to reach his ear during his recovery). Essentially, that ear issue was related to that issue/surgery for his leg. They claim his NEW ear infection is related to the other one because it was only a couple months ago. The clear deceit of their policy highlights and then the actual terms, is unspeakable. When I called to express my concern and requesting some credit back, I was met with no concern from customer service. After speaking with an agent I then spoke to Tamra, from the call center management team in Boise Idaho. She had no problem disregarding my concerns and reading from my declarations page things that I explained were deceitful. She even hung up on me, causing my total time on the phone to exceed 45 minutes...for no resolution. If they had processed my claim in a timely manner I would have canceled sooner- that money was not rightful to them given these results (which I should have had sooner according to the terms)

I started an accident/illness policy for my dog in January. A few months prior to that he had gotten an infection on his paw and had to have his leg amputated. After this devastating event, I sought out options for emergencies like this in the future. I found pets best accident/illness and everything described in the policy sounded perfect for us. The following month after starting the policy my dog got an ear infection that I took him to the vet for to get ear drops. At this time I thought, I’ll submit this to Pets Best to see how it all works and possibly pay toward my annual deductible. Once I submitted the claim, I waited for about 40 DAYS for them to deny the claim- stating that his ear infection was a pre exisiting condition. Their reasoning for this was they requested prior medical records from the vet and saw that he was given ear drops in December around the time of his leg amputation. My vet did warn/advise me to rub his ears for him as he could be prone to ear infection since he was unable to reach his ear on his own. (He was unable to reach his ear during his recovery). Essentially, that ear issue was related to that issue/surgery for his leg. They claim his NEW ear infection is related to the other one because it was only a couple months ago. The clear deceit of their policy highlights and then the actual terms, is unspeakable. When I called to express my concern and requesting some credit back, I was met with no concern from customer service. After speaking with an agent I then spoke to Tamra, from the call center management team in Boise Idaho. She had no problem disregarding my concerns and reading from my declarations page things that I explained were deceitful. She even hung up on me, causing my total time on the phone to exceed 45 minutes...for no resolution. If they had processed my claim in a timely manner I would have canceled sooner- that money was not rightful to them given these results (which I should have had sooner according to the terms)

I started an accident/illness policy for my dog in January. A few months prior to that he had gotten an infection on his paw and had to have his leg amputated. After this devastating event, I sought out options for emergencies like this in the future. I found pets best accident/illness and everything described in the policy sounded perfect for us. The following month after starting the policy my dog got an ear infection that I took him to the vet for to get ear drops. At this time I thought, I’ll submit this to Pets Best to see how it all works and possibly pay toward my annual deductible. Once I submitted the claim, I waited for about 40 DAYS for them to deny the claim- stating that his ear infection was a pre exisiting condition. Their reasoning for this was they requested prior medical records from the vet and saw that he was given ear drops in December around the time of his leg amputation. My vet did warn/advise me to rub his ears for him as he could be prone to ear infection since he was unable to reach his ear on his own. (He was unable to reach his ear during his recovery). Essentially, that ear issue was related to that issue/surgery for his leg. They claim his NEW ear infection is related to the other one because it was only a couple months ago. The clear deceit of their policy highlights and then the actual terms, is unspeakable. When I called to express my concern and requesting some credit back, I was met with no concern from customer service. After speaking with an agent I then spoke to Tamra, from the call center management team in Boise Idaho. She had no problem disregarding my concerns and reading from my declarations page things that I explained were deceitful. She even hung up on me, causing my total time on the phone to exceed 45 minutes...for no resolution. If they had processed my claim in a timely manner I would have canceled sooner- that money was not rightful to them given these results (which I should have had sooner according to the terms)