Pet's Best Insurance Services Reviews (%countItem)
Pet's Best Insurance Services Rating
Address: 2323 S Vista Ave Ste 100, Boise, Idaho, United States, 83705-7343
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I felt as though I did a fair amount of research before deciding on Pets Best for my dog's health insurance and now wish I had found more reviews online before deciding. While PetsBest does a great job of advertising their policies and false claims regarding reimbursement, they don't recognize their inability to keep up with how many claims they receive. This company has been responding to comments and reviews online for months apologizing for how slow claims are being processed... so do something about it.
When I signed up for my policy I was told that my claims would be processed in 14-30 days MAX. I waited over a month (36 days to be exact) for my first claim to be processed and was given really lame excuses about how my vet hadn't sent over my dog's medical records in a timely fashion so they had to restart my wait period. When I spoke to my vet they informed me they had actually sent over her records THREE times and neither the vet nor myself received any confirmation. I'm now, yet again, am waiting up to 50 DAYS for my most recent claim to be processed. This is so completely unacceptable when you are dealing with expensive medical bills. I purchased pet insurance in order to avoid going into debt over vet bills but am due to the lack of competency of this company. While I would like to think PetsBest is just in a season of struggle, I now am realizing this company is a scam. They do a great job taking our expensive monthly payments on time- yet are unable to provide the services they promised when I enrolled and lack any kind of plan to better the operations going into 2020.
Hi ***, we received your claim on 1-22-2020. Claim processing time changes daily based on the claim influx received. We are currently estimating 25-40 days for the processing of claims. We do appreciate your patience while we process your important claim. We will notify you once the claim is done processing. Have a good day.
I got the pet insurance to minimize the costs with my pet however despite saying that the claims are processed in 15 days, pets best let me waiting for 2 months to close my claim saying that there was lack of information however all the documents required was sent, for me this is not an insurance it is just a way of getting people’s money without putting any efforts. I will cancel it tomorrow, as I now I have to pay the vet plus the insurance which is absurd! I am very frustrated and dont recommend this insurance to anyone!
Hi ***, claims require medical records for accurate processing. Without this information, we cannot process your claim. You are welcome to send in the medical records required for us to reopen your claim. Have a good day.
I got the pet insurance to minimize the costs with my pet however despite saying that the claims are processed in 15 days, pets best let me waiting for 2 months to close my claim saying that there was lack of information however all the documents required was sent, for me this is not an insurance it is just a way of getting people’s money without putting any efforts. I will cancel it tomorrow, as I now I have to pay the vet plus the insurance which is absurd! I am very frustrated and dont recommend this insurance to anyone!
Hi ***, claims require medical records for accurate processing. Without this information, we cannot process your claim. You are welcome to send in the medical records required for us to reopen your claim. Have a good day.
I got the pet insurance to minimize the costs with my pet however despite saying that the claims are processed in 15 days, pets best let me waiting for 2 months to close my claim saying that there was lack of information however all the documents required was sent, for me this is not an insurance it is just a way of getting people’s money without putting any efforts. I will cancel it tomorrow, as I now I have to pay the vet plus the insurance which is absurd! I am very frustrated and dont recommend this insurance to anyone!
Hi ***, claims require medical records for accurate processing. Without this information, we cannot process your claim. You are welcome to send in the medical records required for us to reopen your claim. Have a good day.
I got the pet insurance to minimize the costs with my pet however despite saying that the claims are processed in 15 days, pets best let me waiting for 2 months to close my claim saying that there was lack of information however all the documents required was sent, for me this is not an insurance it is just a way of getting people’s money without putting any efforts. I will cancel it tomorrow, as I now I have to pay the vet plus the insurance which is absurd! I am very frustrated and dont recommend this insurance to anyone!
Hi ***, claims require medical records for accurate processing. Without this information, we cannot process your claim. You are welcome to send in the medical records required for us to reopen your claim. Have a good day.
I recently submitted a claim form to my pet insurance through Pets Best. AFter a week of not receiving any response, I contacted the company to find out why the claim had not been paid when previous claims were paid in days. The email response I received read that they were busy and claims processing would take between 35-60 days. This is unacceptable, Pets Best advertises "FAST and ACCURATE CLAIMS PROCESSING". Any claim should be paid in less than 30 days, those are insurance industry standards.
We apologize for the delays in our claim processing times and are working to address those concerns. Our processing times are, however, within the periods required. While we strive to provide quick claim payments, we must still review and sometimes gather additional information during this process.
Complaint: ***
I am rejecting this response because:
Although I am happy that your business is growing, you are still obligated to follow state statutes regarding the processing of claims and in NJ that time frame is 30 days from receipt of the proof of loss. In my last response I cited that statute and within days I received payment. It's shameful that I had to resort to this to get my payment.
Sincerel
I recently submitted a claim form to my pet insurance through Pets Best. AFter a week of not receiving any response, I contacted the company to find out why the claim had not been paid when previous claims were paid in days. The email response I received read that they were busy and claims processing would take between 35-60 days. This is unacceptable, Pets Best advertises "FAST and ACCURATE CLAIMS PROCESSING". Any claim should be paid in less than 30 days, those are insurance industry standards.
We apologize for the delays in our claim processing times and are working to address those concerns. Our processing times are, however, within the periods required. While we strive to provide quick claim payments, we must still review and sometimes gather additional information during this process.
Complaint: ***
I am rejecting this response because:
Although I am happy that your business is growing, you are still obligated to follow state statutes regarding the processing of claims and in NJ that time frame is 30 days from receipt of the proof of loss. In my last response I cited that statute and within days I received payment. It's shameful that I had to resort to this to get my payment.
Sincerel
I recently submitted a claim form to my pet insurance through Pets Best. AFter a week of not receiving any response, I contacted the company to find out why the claim had not been paid when previous claims were paid in days. The email response I received read that they were busy and claims processing would take between 35-60 days. This is unacceptable, Pets Best advertises "FAST and ACCURATE CLAIMS PROCESSING". Any claim should be paid in less than 30 days, those are insurance industry standards.
We apologize for the delays in our claim processing times and are working to address those concerns. Our processing times are, however, within the periods required. While we strive to provide quick claim payments, we must still review and sometimes gather additional information during this process.
Complaint: ***
I am rejecting this response because:
Although I am happy that your business is growing, you are still obligated to follow state statutes regarding the processing of claims and in NJ that time frame is 30 days from receipt of the proof of loss. In my last response I cited that statute and within days I received payment. It's shameful that I had to resort to this to get my payment.
Sincerel
I recently submitted a claim form to my pet insurance through Pets Best. AFter a week of not receiving any response, I contacted the company to find out why the claim had not been paid when previous claims were paid in days. The email response I received read that they were busy and claims processing would take between 35-60 days. This is unacceptable, Pets Best advertises "FAST and ACCURATE CLAIMS PROCESSING". Any claim should be paid in less than 30 days, those are insurance industry standards.
We apologize for the delays in our claim processing times and are working to address those concerns. Our processing times are, however, within the periods required. While we strive to provide quick claim payments, we must still review and sometimes gather additional information during this process.
Complaint: ***
I am rejecting this response because:
Although I am happy that your business is growing, you are still obligated to follow state statutes regarding the processing of claims and in NJ that time frame is 30 days from receipt of the proof of loss. In my last response I cited that statute and within days I received payment. It's shameful that I had to resort to this to get my payment.
Sincerel
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review).
The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog had been evaluated less than a year prior and given a clean bill of dental health and no cleaning was required. So, according to Pets Best, even though my vet said no cleaning was warranted, I was supposed to go against the vet's advice and demand a cleaning under anesthesia anyway. Ridiculous. What pet owner wants to spend money on an unnecessary procedure and, more importantly, take unnecessary risk with a procedure requiring anesthesia? I contacted them to let them know I was dissatisfied and they said to cancel if I didn't like it. Excellent customer service (sarcasm).
Pets Best has constantly changing fee schedules, policy restrictions, requirements to be eligible for a claim (especially with dental issues/periodontal issues), and claims that are wrapped up fro 30-60 days just to get denied anyway while they continue to bill for premiums while they are "processing" the claim. Since Pets Best didn't follow their own written guidance, I requested my premiums returned for 2019, but the company only stated tey would return a prorated amount of $8 and change for the month of January.
We are sorry you are unhappy with
the terms of your policy. A review of your account shows no changes to the policy
terms or coverage since you first obtained coverage in January 2017. That would
include the provisions of Section 8, devoted entirely to Dental Coverage,
Section A(1) stating in part:
“Beginning at three years of age, your Pet’s
teeth must have been cleaned and examined under general anesthesia by a Veterinarian
in the thirteen months before the date of service for the Periodontal Disease claim.”
Since the contractual term set
forth had not been satisfied, no coverage was available. Similarly, the policy clearly
sets forth the cancellation and refund policies, which are also regulated and
limited by state law.
The General Conditions of Coverage portion,
found in Section 4(H) provides:
“You may cancel your policy by notifying
us in writing via mail, fax, or email. Any unearned collected premium will be
refunded pro rata.”
Per your email request on 1/23/20,
your policy was canceled, and you received a pro-rated refund of unearned
premiums. Had you cancelled your policy within 30 days of the Policy Effective
Dates, you would have been entitled to a 100% refund of premiums if no claims
had been paid. As your policy has an effective date of 1/26/17, that time
period had expired. Unfortunately, as these policies
are approved and governed by the Department of Insurance, we are prohibited from
deviating from what is set forth in the policies as they were approved. Your
request for a refund of premiums and for coverage when the terms had not been
met, would be a deviation from the approved policies.
Complaint: ***
I am rejecting this response because:
It makes no sense to go against my vets advice and subject my dog to an unnecessary procedure (cleaning under anesthesia). I upheld my contractual obligations, Pets Best did not. Therefore, I still request a refund of premiums paid for 2019, during which no claims were made. A pro rated amount solely for the month of January is unacceptable. If the claims process hadn't been dragged out by Pets Best, and another mobtgs premium charged during that time, the policy would have been canceled during that time versus when the company contacted me with the claim denial. If not remedied here, I plan to continue to escalate until remedy is sufficient.
Sincerely
Please see the attached original policy that I was under when my dog was diagnosed with periodontal disease. reference pg 5, para g, 1, stating that dental care is not covered unless "Your pet had it's teeth CHECKED by a vet in twelve (12) months prior to the effective date of service". My dog had, in fact, had her teeth checked by Yorkshire Vet Clinic in Colorado Springs, CO on 4/25/2019 stating that her teeth were normal. When I took her to her new vet several months later (but within the 12 month window), she had developed periodontal disease. I submitted a claim, and after a month it was denied because they changed the policy to reflect that the dog had to have a "dental cleaning under anesthesia" within the 13 months proceeding the date of periodontal disease diagnosis. This was a change made mid-policy and not relayed to me. The company is doing everything it can to not have to reimburse the policy premiums for the entire year of 2019, during which no claims were filed or paid. A quick review of the company will demonstrate a sharp increase in customer complaints for unpaid claims, policy, and customer service issues. My complaint is one of many, and I will not cease pursuing this until my reimbursement is made.
Thanks
Hello, this is not our company or our policy document. We are Pets Best Insurance. Have a good day.
*** ATTACHMENTS REDACTED BY Revdex.com
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review).
The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog had been evaluated less than a year prior and given a clean bill of dental health and no cleaning was required. So, according to Pets Best, even though my vet said no cleaning was warranted, I was supposed to go against the vet's advice and demand a cleaning under anesthesia anyway. Ridiculous. What pet owner wants to spend money on an unnecessary procedure and, more importantly, take unnecessary risk with a procedure requiring anesthesia? I contacted them to let them know I was dissatisfied and they said to cancel if I didn't like it. Excellent customer service (sarcasm).
Pets Best has constantly changing fee schedules, policy restrictions, requirements to be eligible for a claim (especially with dental issues/periodontal issues), and claims that are wrapped up fro 30-60 days just to get denied anyway while they continue to bill for premiums while they are "processing" the claim. Since Pets Best didn't follow their own written guidance, I requested my premiums returned for 2019, but the company only stated tey would return a prorated amount of $8 and change for the month of January.
We are sorry you are unhappy with
the terms of your policy. A review of your account shows no changes to the policy
terms or coverage since you first obtained coverage in January 2017. That would
include the provisions of Section 8, devoted entirely to Dental Coverage,
Section A(1) stating in part:
“Beginning at three years of age, your Pet’s
teeth must have been cleaned and examined under general anesthesia by a Veterinarian
in the thirteen months before the date of service for the Periodontal Disease claim.”
Since the contractual term set
forth had not been satisfied, no coverage was available. Similarly, the policy clearly
sets forth the cancellation and refund policies, which are also regulated and
limited by state law.
The General Conditions of Coverage portion,
found in Section 4(H) provides:
“You may cancel your policy by notifying
us in writing via mail, fax, or email. Any unearned collected premium will be
refunded pro rata.”
Per your email request on 1/23/20,
your policy was canceled, and you received a pro-rated refund of unearned
premiums. Had you cancelled your policy within 30 days of the Policy Effective
Dates, you would have been entitled to a 100% refund of premiums if no claims
had been paid. As your policy has an effective date of 1/26/17, that time
period had expired. Unfortunately, as these policies
are approved and governed by the Department of Insurance, we are prohibited from
deviating from what is set forth in the policies as they were approved. Your
request for a refund of premiums and for coverage when the terms had not been
met, would be a deviation from the approved policies.
Complaint: ***
I am rejecting this response because:
It makes no sense to go against my vets advice and subject my dog to an unnecessary procedure (cleaning under anesthesia). I upheld my contractual obligations, Pets Best did not. Therefore, I still request a refund of premiums paid for 2019, during which no claims were made. A pro rated amount solely for the month of January is unacceptable. If the claims process hadn't been dragged out by Pets Best, and another mobtgs premium charged during that time, the policy would have been canceled during that time versus when the company contacted me with the claim denial. If not remedied here, I plan to continue to escalate until remedy is sufficient.
Sincerely
Please see the attached original policy that I was under when my dog was diagnosed with periodontal disease. reference pg 5, para g, 1, stating that dental care is not covered unless "Your pet had it's teeth CHECKED by a vet in twelve (12) months prior to the effective date of service". My dog had, in fact, had her teeth checked by Yorkshire Vet Clinic in Colorado Springs, CO on 4/25/2019 stating that her teeth were normal. When I took her to her new vet several months later (but within the 12 month window), she had developed periodontal disease. I submitted a claim, and after a month it was denied because they changed the policy to reflect that the dog had to have a "dental cleaning under anesthesia" within the 13 months proceeding the date of periodontal disease diagnosis. This was a change made mid-policy and not relayed to me. The company is doing everything it can to not have to reimburse the policy premiums for the entire year of 2019, during which no claims were filed or paid. A quick review of the company will demonstrate a sharp increase in customer complaints for unpaid claims, policy, and customer service issues. My complaint is one of many, and I will not cease pursuing this until my reimbursement is made.
Thanks
Hello, this is not our company or our policy document. We are Pets Best Insurance. Have a good day.
*** ATTACHMENTS REDACTED BY Revdex.com
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review).
The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog had been evaluated less than a year prior and given a clean bill of dental health and no cleaning was required. So, according to Pets Best, even though my vet said no cleaning was warranted, I was supposed to go against the vet's advice and demand a cleaning under anesthesia anyway. Ridiculous. What pet owner wants to spend money on an unnecessary procedure and, more importantly, take unnecessary risk with a procedure requiring anesthesia? I contacted them to let them know I was dissatisfied and they said to cancel if I didn't like it. Excellent customer service (sarcasm).
Pets Best has constantly changing fee schedules, policy restrictions, requirements to be eligible for a claim (especially with dental issues/periodontal issues), and claims that are wrapped up fro 30-60 days just to get denied anyway while they continue to bill for premiums while they are "processing" the claim. Since Pets Best didn't follow their own written guidance, I requested my premiums returned for 2019, but the company only stated tey would return a prorated amount of $8 and change for the month of January.
We are sorry you are unhappy with
the terms of your policy. A review of your account shows no changes to the policy
terms or coverage since you first obtained coverage in January 2017. That would
include the provisions of Section 8, devoted entirely to Dental Coverage,
Section A(1) stating in part:
“Beginning at three years of age, your Pet’s
teeth must have been cleaned and examined under general anesthesia by a Veterinarian
in the thirteen months before the date of service for the Periodontal Disease claim.”
Since the contractual term set
forth had not been satisfied, no coverage was available. Similarly, the policy clearly
sets forth the cancellation and refund policies, which are also regulated and
limited by state law.
The General Conditions of Coverage portion,
found in Section 4(H) provides:
“You may cancel your policy by notifying
us in writing via mail, fax, or email. Any unearned collected premium will be
refunded pro rata.”
Per your email request on 1/23/20,
your policy was canceled, and you received a pro-rated refund of unearned
premiums. Had you cancelled your policy within 30 days of the Policy Effective
Dates, you would have been entitled to a 100% refund of premiums if no claims
had been paid. As your policy has an effective date of 1/26/17, that time
period had expired. Unfortunately, as these policies
are approved and governed by the Department of Insurance, we are prohibited from
deviating from what is set forth in the policies as they were approved. Your
request for a refund of premiums and for coverage when the terms had not been
met, would be a deviation from the approved policies.
Complaint: ***
I am rejecting this response because:
It makes no sense to go against my vets advice and subject my dog to an unnecessary procedure (cleaning under anesthesia). I upheld my contractual obligations, Pets Best did not. Therefore, I still request a refund of premiums paid for 2019, during which no claims were made. A pro rated amount solely for the month of January is unacceptable. If the claims process hadn't been dragged out by Pets Best, and another mobtgs premium charged during that time, the policy would have been canceled during that time versus when the company contacted me with the claim denial. If not remedied here, I plan to continue to escalate until remedy is sufficient.
Sincerely
Please see the attached original policy that I was under when my dog was diagnosed with periodontal disease. reference pg 5, para g, 1, stating that dental care is not covered unless "Your pet had it's teeth CHECKED by a vet in twelve (12) months prior to the effective date of service". My dog had, in fact, had her teeth checked by Yorkshire Vet Clinic in Colorado Springs, CO on 4/25/2019 stating that her teeth were normal. When I took her to her new vet several months later (but within the 12 month window), she had developed periodontal disease. I submitted a claim, and after a month it was denied because they changed the policy to reflect that the dog had to have a "dental cleaning under anesthesia" within the 13 months proceeding the date of periodontal disease diagnosis. This was a change made mid-policy and not relayed to me. The company is doing everything it can to not have to reimburse the policy premiums for the entire year of 2019, during which no claims were filed or paid. A quick review of the company will demonstrate a sharp increase in customer complaints for unpaid claims, policy, and customer service issues. My complaint is one of many, and I will not cease pursuing this until my reimbursement is made.
Thanks
Hello, this is not our company or our policy document. We are Pets Best Insurance. Have a good day.
*** ATTACHMENTS REDACTED BY Revdex.com
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review).
The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog had been evaluated less than a year prior and given a clean bill of dental health and no cleaning was required. So, according to Pets Best, even though my vet said no cleaning was warranted, I was supposed to go against the vet's advice and demand a cleaning under anesthesia anyway. Ridiculous. What pet owner wants to spend money on an unnecessary procedure and, more importantly, take unnecessary risk with a procedure requiring anesthesia? I contacted them to let them know I was dissatisfied and they said to cancel if I didn't like it. Excellent customer service (sarcasm).
Pets Best has constantly changing fee schedules, policy restrictions, requirements to be eligible for a claim (especially with dental issues/periodontal issues), and claims that are wrapped up fro 30-60 days just to get denied anyway while they continue to bill for premiums while they are "processing" the claim. Since Pets Best didn't follow their own written guidance, I requested my premiums returned for 2019, but the company only stated tey would return a prorated amount of $8 and change for the month of January.
We are sorry you are unhappy with
the terms of your policy. A review of your account shows no changes to the policy
terms or coverage since you first obtained coverage in January 2017. That would
include the provisions of Section 8, devoted entirely to Dental Coverage,
Section A(1) stating in part:
“Beginning at three years of age, your Pet’s
teeth must have been cleaned and examined under general anesthesia by a Veterinarian
in the thirteen months before the date of service for the Periodontal Disease claim.”
Since the contractual term set
forth had not been satisfied, no coverage was available. Similarly, the policy clearly
sets forth the cancellation and refund policies, which are also regulated and
limited by state law.
The General Conditions of Coverage portion,
found in Section 4(H) provides:
“You may cancel your policy by notifying
us in writing via mail, fax, or email. Any unearned collected premium will be
refunded pro rata.”
Per your email request on 1/23/20,
your policy was canceled, and you received a pro-rated refund of unearned
premiums. Had you cancelled your policy within 30 days of the Policy Effective
Dates, you would have been entitled to a 100% refund of premiums if no claims
had been paid. As your policy has an effective date of 1/26/17, that time
period had expired. Unfortunately, as these policies
are approved and governed by the Department of Insurance, we are prohibited from
deviating from what is set forth in the policies as they were approved. Your
request for a refund of premiums and for coverage when the terms had not been
met, would be a deviation from the approved policies.
Complaint: ***
I am rejecting this response because:
It makes no sense to go against my vets advice and subject my dog to an unnecessary procedure (cleaning under anesthesia). I upheld my contractual obligations, Pets Best did not. Therefore, I still request a refund of premiums paid for 2019, during which no claims were made. A pro rated amount solely for the month of January is unacceptable. If the claims process hadn't been dragged out by Pets Best, and another mobtgs premium charged during that time, the policy would have been canceled during that time versus when the company contacted me with the claim denial. If not remedied here, I plan to continue to escalate until remedy is sufficient.
Sincerely
Please see the attached original policy that I was under when my dog was diagnosed with periodontal disease. reference pg 5, para g, 1, stating that dental care is not covered unless "Your pet had it's teeth CHECKED by a vet in twelve (12) months prior to the effective date of service". My dog had, in fact, had her teeth checked by Yorkshire Vet Clinic in Colorado Springs, CO on 4/25/2019 stating that her teeth were normal. When I took her to her new vet several months later (but within the 12 month window), she had developed periodontal disease. I submitted a claim, and after a month it was denied because they changed the policy to reflect that the dog had to have a "dental cleaning under anesthesia" within the 13 months proceeding the date of periodontal disease diagnosis. This was a change made mid-policy and not relayed to me. The company is doing everything it can to not have to reimburse the policy premiums for the entire year of 2019, during which no claims were filed or paid. A quick review of the company will demonstrate a sharp increase in customer complaints for unpaid claims, policy, and customer service issues. My complaint is one of many, and I will not cease pursuing this until my reimbursement is made.
Thanks
Hello, this is not our company or our policy document. We are Pets Best Insurance. Have a good day.
*** ATTACHMENTS REDACTED BY Revdex.com
I've been a Pets Best customer since 2008. Up until last year, I was a happy customer, other than the premium increases I experienced every year. They tell you it's not due to the number of claims that you submit, but when I would have been paying nearly $200 a month beginning in January 2020 for an 11 year old dog, I don't believe that even a little bit. My dog passed away in December 2019 after a long battle with various unrelated conditions, which brings me to the real point of writing a review. Do not let these crooks lump diagnosed conditions into the "undiagnosed illness" category. I naively/stupidly let them do this for the last 6 years and maxed out my per incident limit. This left me with over $7000 in expenses for a beloved pet that is no longer with me. I called several times to plead with them, to separate clearly defined illnesses, and their answer is always to file an appeal. In what world is hypothyroidism not a diagnosed illness. Let's add Gallbladder Disease to that and Copper Storage Hepatopathy. They lumped all of these into undiagnosed. My advice to customers, be aware and address it immediately. Because of their complacency, lack of veterinary medicine knowledge, or perhaps just the sheer laziness of their claims processors, they leave it up to the customer to do the work they should have done to begin with before categorizing everything that comes across their desks as undiagnosed. And to do their job for them, they give you 30 days, that's it, to gather 18 months of documentation, (that they already have for the most part), as well as letters from doctors as to why they should separate the illnesses. Never mind that you are grieving over a lost pet. There is no extension. Today, 5 weeks after I lost my pet, I received the last 2 EOBs for claims totaling almost $1600.00. Again, $0 reimbursement because they once again put everything into the undiagnosed illness category.
I've never dealt with another pet insurance company, so perhaps this is the norm. I hope not.
Hi, thank you for your feedback. If your rates are climbing, it means your pet is entering an area of greater health risk. Even if you haven’t had any claims, your pet's future odds of needing medical care are going up with each passing year, as are the chances the claims will be more expensive. For some ages, the risk jumps dramatically, which means the premium must jump more dramatically. Pets moving from age 4 to age 5 for instance, is a common jump where health risk raises dramatically. At the end of the day, pet insurance premiums reflect nothing more than the risk inherent in our pets. We are sorry to see you go and wish you the best.
I've been a Pets Best customer since 2008. Up until last year, I was a happy customer, other than the premium increases I experienced every year. They tell you it's not due to the number of claims that you submit, but when I would have been paying nearly $200 a month beginning in January 2020 for an 11 year old dog, I don't believe that even a little bit. My dog passed away in December 2019 after a long battle with various unrelated conditions, which brings me to the real point of writing a review. Do not let these crooks lump diagnosed conditions into the "undiagnosed illness" category. I naively/stupidly let them do this for the last 6 years and maxed out my per incident limit. This left me with over $7000 in expenses for a beloved pet that is no longer with me. I called several times to plead with them, to separate clearly defined illnesses, and their answer is always to file an appeal. In what world is hypothyroidism not a diagnosed illness. Let's add Gallbladder Disease to that and Copper Storage Hepatopathy. They lumped all of these into undiagnosed. My advice to customers, be aware and address it immediately. Because of their complacency, lack of veterinary medicine knowledge, or perhaps just the sheer laziness of their claims processors, they leave it up to the customer to do the work they should have done to begin with before categorizing everything that comes across their desks as undiagnosed. And to do their job for them, they give you 30 days, that's it, to gather 18 months of documentation, (that they already have for the most part), as well as letters from doctors as to why they should separate the illnesses. Never mind that you are grieving over a lost pet. There is no extension. Today, 5 weeks after I lost my pet, I received the last 2 EOBs for claims totaling almost $1600.00. Again, $0 reimbursement because they once again put everything into the undiagnosed illness category.
I've never dealt with another pet insurance company, so perhaps this is the norm. I hope not.
Hi, thank you for your feedback. If your rates are climbing, it means your pet is entering an area of greater health risk. Even if you haven’t had any claims, your pet's future odds of needing medical care are going up with each passing year, as are the chances the claims will be more expensive. For some ages, the risk jumps dramatically, which means the premium must jump more dramatically. Pets moving from age 4 to age 5 for instance, is a common jump where health risk raises dramatically. At the end of the day, pet insurance premiums reflect nothing more than the risk inherent in our pets. We are sorry to see you go and wish you the best.
I've been a Pets Best customer since 2008. Up until last year, I was a happy customer, other than the premium increases I experienced every year. They tell you it's not due to the number of claims that you submit, but when I would have been paying nearly $200 a month beginning in January 2020 for an 11 year old dog, I don't believe that even a little bit. My dog passed away in December 2019 after a long battle with various unrelated conditions, which brings me to the real point of writing a review. Do not let these crooks lump diagnosed conditions into the "undiagnosed illness" category. I naively/stupidly let them do this for the last 6 years and maxed out my per incident limit. This left me with over $7000 in expenses for a beloved pet that is no longer with me. I called several times to plead with them, to separate clearly defined illnesses, and their answer is always to file an appeal. In what world is hypothyroidism not a diagnosed illness. Let's add Gallbladder Disease to that and Copper Storage Hepatopathy. They lumped all of these into undiagnosed. My advice to customers, be aware and address it immediately. Because of their complacency, lack of veterinary medicine knowledge, or perhaps just the sheer laziness of their claims processors, they leave it up to the customer to do the work they should have done to begin with before categorizing everything that comes across their desks as undiagnosed. And to do their job for them, they give you 30 days, that's it, to gather 18 months of documentation, (that they already have for the most part), as well as letters from doctors as to why they should separate the illnesses. Never mind that you are grieving over a lost pet. There is no extension. Today, 5 weeks after I lost my pet, I received the last 2 EOBs for claims totaling almost $1600.00. Again, $0 reimbursement because they once again put everything into the undiagnosed illness category.
I've never dealt with another pet insurance company, so perhaps this is the norm. I hope not.
Hi, thank you for your feedback. If your rates are climbing, it means your pet is entering an area of greater health risk. Even if you haven’t had any claims, your pet's future odds of needing medical care are going up with each passing year, as are the chances the claims will be more expensive. For some ages, the risk jumps dramatically, which means the premium must jump more dramatically. Pets moving from age 4 to age 5 for instance, is a common jump where health risk raises dramatically. At the end of the day, pet insurance premiums reflect nothing more than the risk inherent in our pets. We are sorry to see you go and wish you the best.
I've been a Pets Best customer since 2008. Up until last year, I was a happy customer, other than the premium increases I experienced every year. They tell you it's not due to the number of claims that you submit, but when I would have been paying nearly $200 a month beginning in January 2020 for an 11 year old dog, I don't believe that even a little bit. My dog passed away in December 2019 after a long battle with various unrelated conditions, which brings me to the real point of writing a review. Do not let these crooks lump diagnosed conditions into the "undiagnosed illness" category. I naively/stupidly let them do this for the last 6 years and maxed out my per incident limit. This left me with over $7000 in expenses for a beloved pet that is no longer with me. I called several times to plead with them, to separate clearly defined illnesses, and their answer is always to file an appeal. In what world is hypothyroidism not a diagnosed illness. Let's add Gallbladder Disease to that and Copper Storage Hepatopathy. They lumped all of these into undiagnosed. My advice to customers, be aware and address it immediately. Because of their complacency, lack of veterinary medicine knowledge, or perhaps just the sheer laziness of their claims processors, they leave it up to the customer to do the work they should have done to begin with before categorizing everything that comes across their desks as undiagnosed. And to do their job for them, they give you 30 days, that's it, to gather 18 months of documentation, (that they already have for the most part), as well as letters from doctors as to why they should separate the illnesses. Never mind that you are grieving over a lost pet. There is no extension. Today, 5 weeks after I lost my pet, I received the last 2 EOBs for claims totaling almost $1600.00. Again, $0 reimbursement because they once again put everything into the undiagnosed illness category.
I've never dealt with another pet insurance company, so perhaps this is the norm. I hope not.
Hi, thank you for your feedback. If your rates are climbing, it means your pet is entering an area of greater health risk. Even if you haven’t had any claims, your pet's future odds of needing medical care are going up with each passing year, as are the chances the claims will be more expensive. For some ages, the risk jumps dramatically, which means the premium must jump more dramatically. Pets moving from age 4 to age 5 for instance, is a common jump where health risk raises dramatically. At the end of the day, pet insurance premiums reflect nothing more than the risk inherent in our pets. We are sorry to see you go and wish you the best.
This is the second claim I file for my pet with this company; the first time it took them about 30 days to process my claim and I was told it was because it was the first claim and they needed to get all my pet’s medical file from his vet and it would be much faster in the future. They advertise their claim turn around to be 4-5 days. This time, after waiting 9 days and noticing it was still in “received” status, I sent an email checking to see why it was being held up. I received a response 2 days later simply stating “their processing time varies depending on claim influx....right now your claim will take 35-60 days to process.” This is a joke coming from a company who’s platform is “you shouldn’t have to wait to be reimbursed for your pet’s expenses,” and who already told me it would be faster because they already have my pet’s records. I personally do NOT have money lying around to wait for reimbursements. That is why I chose to be insured in the first place. If the company has such an influx of claims that they cannot keep their own policy; then maybe they should not make it a policy, or they need to hire more claims processors.
We apologize for the delays in processing your claims. Claims are generally processed in the order they are submitted and we have been experiencing high claim volumes. Unfortunately, state insurance regulations do not permit refunds or credits for premiums while the policy is in force. However, if you do choose to cancel your policy, you may do so at any time. Please reach out to our Customer Care team with any questions.
Complaint: ***
I am rejecting this response because:
This “reply” does in no form address the original problem. Your company is making false advertisements and claims to consumers, including myself - statements that we are detrimentally relying on; that you will resolve claims within 4-5 days, and that customers shouldn’t have to wait a month to be reimbursed for their pet’s bills. Yet you are telling me I have to wait 30-65 days??!!! This is deceitful and unacceptable. What is me cancelling my policy like you suggested going to do in terms of getting my money reimbursed faster?? Nothing. It is not a resolution to my complaint because you are fixing nothing. For those of you reading this after it is published, save yourself the trouble and find another company that doesn’t have excuses and doesn’t take your money only for you to hear crickets when you need them to respond. Somehow 4-5 day processing times turned into 30-65 days...be forewarned.
Sincerely
This is the second claim I file for my pet with this company; the first time it took them about 30 days to process my claim and I was told it was because it was the first claim and they needed to get all my pet’s medical file from his vet and it would be much faster in the future. They advertise their claim turn around to be 4-5 days. This time, after waiting 9 days and noticing it was still in “received” status, I sent an email checking to see why it was being held up. I received a response 2 days later simply stating “their processing time varies depending on claim influx....right now your claim will take 35-60 days to process.” This is a joke coming from a company who’s platform is “you shouldn’t have to wait to be reimbursed for your pet’s expenses,” and who already told me it would be faster because they already have my pet’s records. I personally do NOT have money lying around to wait for reimbursements. That is why I chose to be insured in the first place. If the company has such an influx of claims that they cannot keep their own policy; then maybe they should not make it a policy, or they need to hire more claims processors.
We apologize for the delays in processing your claims. Claims are generally processed in the order they are submitted and we have been experiencing high claim volumes. Unfortunately, state insurance regulations do not permit refunds or credits for premiums while the policy is in force. However, if you do choose to cancel your policy, you may do so at any time. Please reach out to our Customer Care team with any questions.
Complaint: ***
I am rejecting this response because:
This “reply” does in no form address the original problem. Your company is making false advertisements and claims to consumers, including myself - statements that we are detrimentally relying on; that you will resolve claims within 4-5 days, and that customers shouldn’t have to wait a month to be reimbursed for their pet’s bills. Yet you are telling me I have to wait 30-65 days??!!! This is deceitful and unacceptable. What is me cancelling my policy like you suggested going to do in terms of getting my money reimbursed faster?? Nothing. It is not a resolution to my complaint because you are fixing nothing. For those of you reading this after it is published, save yourself the trouble and find another company that doesn’t have excuses and doesn’t take your money only for you to hear crickets when you need them to respond. Somehow 4-5 day processing times turned into 30-65 days...be forewarned.
Sincerely
This is the second claim I file for my pet with this company; the first time it took them about 30 days to process my claim and I was told it was because it was the first claim and they needed to get all my pet’s medical file from his vet and it would be much faster in the future. They advertise their claim turn around to be 4-5 days. This time, after waiting 9 days and noticing it was still in “received” status, I sent an email checking to see why it was being held up. I received a response 2 days later simply stating “their processing time varies depending on claim influx....right now your claim will take 35-60 days to process.” This is a joke coming from a company who’s platform is “you shouldn’t have to wait to be reimbursed for your pet’s expenses,” and who already told me it would be faster because they already have my pet’s records. I personally do NOT have money lying around to wait for reimbursements. That is why I chose to be insured in the first place. If the company has such an influx of claims that they cannot keep their own policy; then maybe they should not make it a policy, or they need to hire more claims processors.
We apologize for the delays in processing your claims. Claims are generally processed in the order they are submitted and we have been experiencing high claim volumes. Unfortunately, state insurance regulations do not permit refunds or credits for premiums while the policy is in force. However, if you do choose to cancel your policy, you may do so at any time. Please reach out to our Customer Care team with any questions.
Complaint: ***
I am rejecting this response because:
This “reply” does in no form address the original problem. Your company is making false advertisements and claims to consumers, including myself - statements that we are detrimentally relying on; that you will resolve claims within 4-5 days, and that customers shouldn’t have to wait a month to be reimbursed for their pet’s bills. Yet you are telling me I have to wait 30-65 days??!!! This is deceitful and unacceptable. What is me cancelling my policy like you suggested going to do in terms of getting my money reimbursed faster?? Nothing. It is not a resolution to my complaint because you are fixing nothing. For those of you reading this after it is published, save yourself the trouble and find another company that doesn’t have excuses and doesn’t take your money only for you to hear crickets when you need them to respond. Somehow 4-5 day processing times turned into 30-65 days...be forewarned.
Sincerely