Pet's Best Insurance Services Reviews (%countItem)
Pet's Best Insurance Services Rating
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I wanted to express my sincere frustration with the claims delays with PetsBest. I did quite a bit of research before securing coverage for my dog, ***. My dachshund/Shihtzu mix (***) was in the final stages of her life when I purchased pet insurance, suffering from diabetes and Cushing's disease. We opted to secure pet insurance for *** due to the financial constraints ***'s end of life care had put us under.
In reviewing the PetsBest website, I came across the blog of "Why Fast Claims and Reimbursements are Important" (which is still on their home page, by the way). The article discusses how even a 7-10 business day turnaround can be frustrating; and discusses how a 4-5 week payback is unacceptable for a pet insurance company. Now that I find myself in need of your response, I find that the Pets Best response is exactly what the article describes as unacceptable.
The mission of Pets Best and the care that they appear to have provided in the past should be reviewed, and the course corrected. I take no comfort in having their policy at this time, and I am hoping for a speedy resolution to my current claims. In my opinion, a 30 day wait will NEVER be acceptable. I am fortunate that I can still provide for my family while we are awaiting reimbursement - others may not be so fortunate.
In reviewing what triggered Dr. *** interest in pet insurance many years ago, I found his story about ***, and the "economic euthanization" that he performed. Unfortunately, if I was presented with and estimate/ bill of several thousand dollars, even with your pet insurance, I would have to make that difficult decision myself, not knowing if or when my reimbursement would come from you all.
We sincerely apologize the delays in processing your claims. It appears they were processed and reimbursed on 12/31/19.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Health Issue - RE..My Dog
I enrolled in pets best insurance AFTER my dog had a very expensive surgery for bladder stones. I was advised by my vet to do so. Unfortunately, over 30 days after enrollment, my dog got sick again with a COMPLETELY DIFFERENT UNRELATED illness. I paid over $1000 in vet bills and submitted the required claim documents. Approx. 60 days later, Pets Best have emailed me DENYING ALL claims to the second illness.
I am aware that the dogs first illness was not covered, nor is any further ailment which is related to the first illness.
The second illness was and is completely UNRELATED to the first ailment, and was documented as such by the Vet in their case record files - which were submitted to Pets Best. Also, my dogs ENTIRE medical history (7years worth) was submitted to Pets Best, in order to prove that the dog has been perfectly healthy for 7 years.
Pets Best is claiming that the denied coverage was denied because a similar or the same medicine (an antibiotic) was used on both ailments, EVEN THOUGH THE SYMPTOMS WERE COMPLETELY DIFFERENT - AND THE VET SPECIFICALLY NOTATED THAT THE TWO AILMENTS WERE UNRELATED. Nonetheless, Pets Best has continued to take their monthly premium (approx $100 per month) whilst denying what is OBVIOUSLY 2 COMPLETELY different medical issues.
An appeal for this/these claims was submitted on 12/27/19. While that review is pending, we are unable to provide a further response to this complaint.
Complaint: ***
I am rejecting this response because:
60 plus days to deal with the initial claim... now being told 60 plus days to review the appeal.
Disgraceful customer service and complete disregard for the prompt and efficient handling of what is a legitimate major customer service issue.
Sincerely
I have paid a premiem monthly for a year and finally decided to take my dog and find her a vet to see on a regular yearly basis and found one just down the street open the hours I need. I scheduled her well check up and her 1st visit with vet. I know when Pets Best was wanting me to sign up for pet insurance they sold me that claims processing time is 5-7 days and that the wellness extra you can add covers spay & other things so I agreed to add it and was told I would have a yearly deductable of 250 and I understood that too. So now 12 payments later and 500 paid to them I have my 1st vet apt so that would be my 1st claim... I paid 286 out of pocket and that day I filed my claim. I knew that only 30 would be refunded because of the 250 I had to hit BUT that is not even close to what happened.. 1st after I contacted them many times for update and continued not to see a deposit made into my account over 30days later I get a statement for the claim stating not only do I have 250 to hit yearly they claim I had a 20% copay to pay also...I also told rep to stop my Nov payment from coming out until my claim was processed and that is not what happned.. my 2nd claim but a follow up to 1st apt was filed on 11/14 as of today 35 days later I STILL HAVE NO UPDATE and every time I call I get a different time frame I dont get it I have been paying for a year this is my 1st claim and I have gotten the run around ever since they got my claim papers
We apologize for your frustration with the claim processing. The invoice for the exam on 11/6/19 at *** Animal Hospital show three line-items: “Examination (Sick Patient)” for $47.00; “Canine Wellness Profile” for $206; and “Ultrasound Brief” for $30.00 for a total of $283.00. Because you purchased our Best Wellness endorsement, the Canine Wellness Profile and Ultrasound were covered. The Wellness endorsement does not cover examinations when the pet is presenting with an illness, is sick, or otherwise injured—it’s strictly preventative care. You chose not to include coverage for Office Visits or Rehab when you chose your Policy, which is why there was no coverage for the $47.00 examination. As you noted, you chose a $250 annual deductible and a 20% co-pay for your Best Benefit Unlimited Annual Limit plan. When applied to this claim, you had a co-pay amount of $47.20 and $188.0 was applied toward your deductible of $250.00.
Turning to your second claim submitted 11/15/19, we advised medical records would be needed to ensure coverage was available for the claim. Specifically, the dental charts from *** on 11/14/19 were necessary to determine if coverage was available. Once obtained, review of these records showed additional references to *** Animal Clinic and *** Clinic. These records were requested on 12/27/19 with reminders sent on 12/31/19 and 1/3/20. Unfortunately, these two clinics have not provided the records for our review.
Finally, in regard to your November premium, we advised on 11/21/19 that we were unable to delay payments due to processing delays. State regulations do not permit such action and you would be required to cancel the policy. Because there would be new waiting periods and the no coverage for any pre-existing conditions, you chose not to cancel your policy at that time. On 12/13/19 you cancelled your policy via instant message and received the prorated refund for the December premium.
Complaint: ***
I am rejecting this response because:
Your company comes up wirh more excuses why not to pay a claim..as I stated I didnt sign up for a deductable and a copay why would anyone do that?? You policy requires a waiting period for previous conditions I HAD COVERAGE A FULL YEAR before my 1sr claim and our visit to the well was a wellness check she wasnf ill I was wanting a check up and to find out if the vet recommended she get fixed and a basic check up NO ILLNESS you can see nothing was even mentioned about any kind of illness YOU ALL made that excuse to make sure you had somethibmng you wouldnt pay...in regards to STILL PENDING claim...why would you need need records of a vet visit 4yrs ago what does that have to do wirh her getting fixed or being covered in my claim??? What are you looking for to find so you have more excuses not to pay..we waited our 30days or whar ever that period is you require... Why is a dr apt 4yrs ago any business of yours it is years over your time period....I did requiest my policy be canceled in Nov I didnt care about not havijg your coverage anymore it is worthless and a waist of money I found that out after paying you a year then making my 1st claim....
Sincerely
All Pets Best policies have deductibles and co-pays, as is standard in the industry. These terms, and the terms setting forth obligations to provide medical records, are detailed within your policies.
Health Issue - RE..My Dog
I enrolled in pets best insurance AFTER my dog had a very expensive surgery for bladder stones. I was advised by my vet to do so. Unfortunately, over 30 days after enrollment, my dog got sick again with a COMPLETELY DIFFERENT UNRELATED illness. I paid over $1000 in vet bills and submitted the required claim documents. Approx. 60 days later, Pets Best have emailed me DENYING ALL claims to the second illness.
I am aware that the dogs first illness was not covered, nor is any further ailment which is related to the first illness.
The second illness was and is completely UNRELATED to the first ailment, and was documented as such by the Vet in their case record files - which were submitted to Pets Best. Also, my dogs ENTIRE medical history (7years worth) was submitted to Pets Best, in order to prove that the dog has been perfectly healthy for 7 years.
Pets Best is claiming that the denied coverage was denied because a similar or the same medicine (an antibiotic) was used on both ailments, EVEN THOUGH THE SYMPTOMS WERE COMPLETELY DIFFERENT - AND THE VET SPECIFICALLY NOTATED THAT THE TWO AILMENTS WERE UNRELATED. Nonetheless, Pets Best has continued to take their monthly premium (approx $100 per month) whilst denying what is OBVIOUSLY 2 COMPLETELY different medical issues.
An appeal for this/these claims was submitted on 12/27/19. While that review is pending, we are unable to provide a further response to this complaint.
Complaint: ***
I am rejecting this response because:
60 plus days to deal with the initial claim... now being told 60 plus days to review the appeal.
Disgraceful customer service and complete disregard for the prompt and efficient handling of what is a legitimate major customer service issue.
Sincerely
Health Issue - RE..My Dog
I enrolled in pets best insurance AFTER my dog had a very expensive surgery for bladder stones. I was advised by my vet to do so. Unfortunately, over 30 days after enrollment, my dog got sick again with a COMPLETELY DIFFERENT UNRELATED illness. I paid over $1000 in vet bills and submitted the required claim documents. Approx. 60 days later, Pets Best have emailed me DENYING ALL claims to the second illness.
I am aware that the dogs first illness was not covered, nor is any further ailment which is related to the first illness.
The second illness was and is completely UNRELATED to the first ailment, and was documented as such by the Vet in their case record files - which were submitted to Pets Best. Also, my dogs ENTIRE medical history (7years worth) was submitted to Pets Best, in order to prove that the dog has been perfectly healthy for 7 years.
Pets Best is claiming that the denied coverage was denied because a similar or the same medicine (an antibiotic) was used on both ailments, EVEN THOUGH THE SYMPTOMS WERE COMPLETELY DIFFERENT - AND THE VET SPECIFICALLY NOTATED THAT THE TWO AILMENTS WERE UNRELATED. Nonetheless, Pets Best has continued to take their monthly premium (approx $100 per month) whilst denying what is OBVIOUSLY 2 COMPLETELY different medical issues.
An appeal for this/these claims was submitted on 12/27/19. While that review is pending, we are unable to provide a further response to this complaint.
Complaint: ***
I am rejecting this response because:
60 plus days to deal with the initial claim... now being told 60 plus days to review the appeal.
Disgraceful customer service and complete disregard for the prompt and efficient handling of what is a legitimate major customer service issue.
Sincerely
I have paid a premiem monthly for a year and finally decided to take my dog and find her a vet to see on a regular yearly basis and found one just down the street open the hours I need. I scheduled her well check up and her 1st visit with vet. I know when Pets Best was wanting me to sign up for pet insurance they sold me that claims processing time is 5-7 days and that the wellness extra you can add covers spay & other things so I agreed to add it and was told I would have a yearly deductable of 250 and I understood that too. So now 12 payments later and 500 paid to them I have my 1st vet apt so that would be my 1st claim... I paid 286 out of pocket and that day I filed my claim. I knew that only 30 would be refunded because of the 250 I had to hit BUT that is not even close to what happened.. 1st after I contacted them many times for update and continued not to see a deposit made into my account over 30days later I get a statement for the claim stating not only do I have 250 to hit yearly they claim I had a 20% copay to pay also...I also told rep to stop my Nov payment from coming out until my claim was processed and that is not what happned.. my 2nd claim but a follow up to 1st apt was filed on 11/14 as of today 35 days later I STILL HAVE NO UPDATE and every time I call I get a different time frame I dont get it I have been paying for a year this is my 1st claim and I have gotten the run around ever since they got my claim papers
We apologize for your frustration with the claim processing. The invoice for the exam on 11/6/19 at *** Animal Hospital show three line-items: “Examination (Sick Patient)” for $47.00; “Canine Wellness Profile” for $206; and “Ultrasound Brief” for $30.00 for a total of $283.00. Because you purchased our Best Wellness endorsement, the Canine Wellness Profile and Ultrasound were covered. The Wellness endorsement does not cover examinations when the pet is presenting with an illness, is sick, or otherwise injured—it’s strictly preventative care. You chose not to include coverage for Office Visits or Rehab when you chose your Policy, which is why there was no coverage for the $47.00 examination. As you noted, you chose a $250 annual deductible and a 20% co-pay for your Best Benefit Unlimited Annual Limit plan. When applied to this claim, you had a co-pay amount of $47.20 and $188.0 was applied toward your deductible of $250.00.
Turning to your second claim submitted 11/15/19, we advised medical records would be needed to ensure coverage was available for the claim. Specifically, the dental charts from *** on 11/14/19 were necessary to determine if coverage was available. Once obtained, review of these records showed additional references to *** Animal Clinic and *** Clinic. These records were requested on 12/27/19 with reminders sent on 12/31/19 and 1/3/20. Unfortunately, these two clinics have not provided the records for our review.
Finally, in regard to your November premium, we advised on 11/21/19 that we were unable to delay payments due to processing delays. State regulations do not permit such action and you would be required to cancel the policy. Because there would be new waiting periods and the no coverage for any pre-existing conditions, you chose not to cancel your policy at that time. On 12/13/19 you cancelled your policy via instant message and received the prorated refund for the December premium.
Complaint: ***
I am rejecting this response because:
Your company comes up wirh more excuses why not to pay a claim..as I stated I didnt sign up for a deductable and a copay why would anyone do that?? You policy requires a waiting period for previous conditions I HAD COVERAGE A FULL YEAR before my 1sr claim and our visit to the well was a wellness check she wasnf ill I was wanting a check up and to find out if the vet recommended she get fixed and a basic check up NO ILLNESS you can see nothing was even mentioned about any kind of illness YOU ALL made that excuse to make sure you had somethibmng you wouldnt pay...in regards to STILL PENDING claim...why would you need need records of a vet visit 4yrs ago what does that have to do wirh her getting fixed or being covered in my claim??? What are you looking for to find so you have more excuses not to pay..we waited our 30days or whar ever that period is you require... Why is a dr apt 4yrs ago any business of yours it is years over your time period....I did requiest my policy be canceled in Nov I didnt care about not havijg your coverage anymore it is worthless and a waist of money I found that out after paying you a year then making my 1st claim....
Sincerely
All Pets Best policies have deductibles and co-pays, as is standard in the industry. These terms, and the terms setting forth obligations to provide medical records, are detailed within your policies.
I have paid a premiem monthly for a year and finally decided to take my dog and find her a vet to see on a regular yearly basis and found one just down the street open the hours I need. I scheduled her well check up and her 1st visit with vet. I know when Pets Best was wanting me to sign up for pet insurance they sold me that claims processing time is 5-7 days and that the wellness extra you can add covers spay & other things so I agreed to add it and was told I would have a yearly deductable of 250 and I understood that too. So now 12 payments later and 500 paid to them I have my 1st vet apt so that would be my 1st claim... I paid 286 out of pocket and that day I filed my claim. I knew that only 30 would be refunded because of the 250 I had to hit BUT that is not even close to what happened.. 1st after I contacted them many times for update and continued not to see a deposit made into my account over 30days later I get a statement for the claim stating not only do I have 250 to hit yearly they claim I had a 20% copay to pay also...I also told rep to stop my Nov payment from coming out until my claim was processed and that is not what happned.. my 2nd claim but a follow up to 1st apt was filed on 11/14 as of today 35 days later I STILL HAVE NO UPDATE and every time I call I get a different time frame I dont get it I have been paying for a year this is my 1st claim and I have gotten the run around ever since they got my claim papers
We apologize for your frustration with the claim processing. The invoice for the exam on 11/6/19 at *** Animal Hospital show three line-items: “Examination (Sick Patient)” for $47.00; “Canine Wellness Profile” for $206; and “Ultrasound Brief” for $30.00 for a total of $283.00. Because you purchased our Best Wellness endorsement, the Canine Wellness Profile and Ultrasound were covered. The Wellness endorsement does not cover examinations when the pet is presenting with an illness, is sick, or otherwise injured—it’s strictly preventative care. You chose not to include coverage for Office Visits or Rehab when you chose your Policy, which is why there was no coverage for the $47.00 examination. As you noted, you chose a $250 annual deductible and a 20% co-pay for your Best Benefit Unlimited Annual Limit plan. When applied to this claim, you had a co-pay amount of $47.20 and $188.0 was applied toward your deductible of $250.00.
Turning to your second claim submitted 11/15/19, we advised medical records would be needed to ensure coverage was available for the claim. Specifically, the dental charts from *** on 11/14/19 were necessary to determine if coverage was available. Once obtained, review of these records showed additional references to *** Animal Clinic and *** Clinic. These records were requested on 12/27/19 with reminders sent on 12/31/19 and 1/3/20. Unfortunately, these two clinics have not provided the records for our review.
Finally, in regard to your November premium, we advised on 11/21/19 that we were unable to delay payments due to processing delays. State regulations do not permit such action and you would be required to cancel the policy. Because there would be new waiting periods and the no coverage for any pre-existing conditions, you chose not to cancel your policy at that time. On 12/13/19 you cancelled your policy via instant message and received the prorated refund for the December premium.
Complaint: ***
I am rejecting this response because:
Your company comes up wirh more excuses why not to pay a claim..as I stated I didnt sign up for a deductable and a copay why would anyone do that?? You policy requires a waiting period for previous conditions I HAD COVERAGE A FULL YEAR before my 1sr claim and our visit to the well was a wellness check she wasnf ill I was wanting a check up and to find out if the vet recommended she get fixed and a basic check up NO ILLNESS you can see nothing was even mentioned about any kind of illness YOU ALL made that excuse to make sure you had somethibmng you wouldnt pay...in regards to STILL PENDING claim...why would you need need records of a vet visit 4yrs ago what does that have to do wirh her getting fixed or being covered in my claim??? What are you looking for to find so you have more excuses not to pay..we waited our 30days or whar ever that period is you require... Why is a dr apt 4yrs ago any business of yours it is years over your time period....I did requiest my policy be canceled in Nov I didnt care about not havijg your coverage anymore it is worthless and a waist of money I found that out after paying you a year then making my 1st claim....
Sincerely
All Pets Best policies have deductibles and co-pays, as is standard in the industry. These terms, and the terms setting forth obligations to provide medical records, are detailed within your policies.
Health Issue - RE..My Dog
I enrolled in pets best insurance AFTER my dog had a very expensive surgery for bladder stones. I was advised by my vet to do so. Unfortunately, over 30 days after enrollment, my dog got sick again with a COMPLETELY DIFFERENT UNRELATED illness. I paid over $1000 in vet bills and submitted the required claim documents. Approx. 60 days later, Pets Best have emailed me DENYING ALL claims to the second illness.
I am aware that the dogs first illness was not covered, nor is any further ailment which is related to the first illness.
The second illness was and is completely UNRELATED to the first ailment, and was documented as such by the Vet in their case record files - which were submitted to Pets Best. Also, my dogs ENTIRE medical history (7years worth) was submitted to Pets Best, in order to prove that the dog has been perfectly healthy for 7 years.
Pets Best is claiming that the denied coverage was denied because a similar or the same medicine (an antibiotic) was used on both ailments, EVEN THOUGH THE SYMPTOMS WERE COMPLETELY DIFFERENT - AND THE VET SPECIFICALLY NOTATED THAT THE TWO AILMENTS WERE UNRELATED. Nonetheless, Pets Best has continued to take their monthly premium (approx $100 per month) whilst denying what is OBVIOUSLY 2 COMPLETELY different medical issues.
An appeal for this/these claims was submitted on 12/27/19. While that review is pending, we are unable to provide a further response to this complaint.
Complaint: ***
I am rejecting this response because:
60 plus days to deal with the initial claim... now being told 60 plus days to review the appeal.
Disgraceful customer service and complete disregard for the prompt and efficient handling of what is a legitimate major customer service issue.
Sincerely
I have paid a premiem monthly for a year and finally decided to take my dog and find her a vet to see on a regular yearly basis and found one just down the street open the hours I need. I scheduled her well check up and her 1st visit with vet. I know when Pets Best was wanting me to sign up for pet insurance they sold me that claims processing time is 5-7 days and that the wellness extra you can add covers spay & other things so I agreed to add it and was told I would have a yearly deductable of 250 and I understood that too. So now 12 payments later and 500 paid to them I have my 1st vet apt so that would be my 1st claim... I paid 286 out of pocket and that day I filed my claim. I knew that only 30 would be refunded because of the 250 I had to hit BUT that is not even close to what happened.. 1st after I contacted them many times for update and continued not to see a deposit made into my account over 30days later I get a statement for the claim stating not only do I have 250 to hit yearly they claim I had a 20% copay to pay also...I also told rep to stop my Nov payment from coming out until my claim was processed and that is not what happned.. my 2nd claim but a follow up to 1st apt was filed on 11/14 as of today 35 days later I STILL HAVE NO UPDATE and every time I call I get a different time frame I dont get it I have been paying for a year this is my 1st claim and I have gotten the run around ever since they got my claim papers
We apologize for your frustration with the claim processing. The invoice for the exam on 11/6/19 at *** Animal Hospital show three line-items: “Examination (Sick Patient)” for $47.00; “Canine Wellness Profile” for $206; and “Ultrasound Brief” for $30.00 for a total of $283.00. Because you purchased our Best Wellness endorsement, the Canine Wellness Profile and Ultrasound were covered. The Wellness endorsement does not cover examinations when the pet is presenting with an illness, is sick, or otherwise injured—it’s strictly preventative care. You chose not to include coverage for Office Visits or Rehab when you chose your Policy, which is why there was no coverage for the $47.00 examination. As you noted, you chose a $250 annual deductible and a 20% co-pay for your Best Benefit Unlimited Annual Limit plan. When applied to this claim, you had a co-pay amount of $47.20 and $188.0 was applied toward your deductible of $250.00.
Turning to your second claim submitted 11/15/19, we advised medical records would be needed to ensure coverage was available for the claim. Specifically, the dental charts from *** on 11/14/19 were necessary to determine if coverage was available. Once obtained, review of these records showed additional references to *** Animal Clinic and *** Clinic. These records were requested on 12/27/19 with reminders sent on 12/31/19 and 1/3/20. Unfortunately, these two clinics have not provided the records for our review.
Finally, in regard to your November premium, we advised on 11/21/19 that we were unable to delay payments due to processing delays. State regulations do not permit such action and you would be required to cancel the policy. Because there would be new waiting periods and the no coverage for any pre-existing conditions, you chose not to cancel your policy at that time. On 12/13/19 you cancelled your policy via instant message and received the prorated refund for the December premium.
Complaint: ***
I am rejecting this response because:
Your company comes up wirh more excuses why not to pay a claim..as I stated I didnt sign up for a deductable and a copay why would anyone do that?? You policy requires a waiting period for previous conditions I HAD COVERAGE A FULL YEAR before my 1sr claim and our visit to the well was a wellness check she wasnf ill I was wanting a check up and to find out if the vet recommended she get fixed and a basic check up NO ILLNESS you can see nothing was even mentioned about any kind of illness YOU ALL made that excuse to make sure you had somethibmng you wouldnt pay...in regards to STILL PENDING claim...why would you need need records of a vet visit 4yrs ago what does that have to do wirh her getting fixed or being covered in my claim??? What are you looking for to find so you have more excuses not to pay..we waited our 30days or whar ever that period is you require... Why is a dr apt 4yrs ago any business of yours it is years over your time period....I did requiest my policy be canceled in Nov I didnt care about not havijg your coverage anymore it is worthless and a waist of money I found that out after paying you a year then making my 1st claim....
Sincerely
All Pets Best policies have deductibles and co-pays, as is standard in the industry. These terms, and the terms setting forth obligations to provide medical records, are detailed within your policies.
Submitted claim for sudden illness in my dog requiring emergency life saving surgery. Pets Best had multiple delays of weeks at a time following up, providing incorrect info and misinformation, none of the details of my múltiple phone calls were documented, so each time I call I have to start fresh with explanation from beginning, I finally spoke with a manager Ithala, and was in the process of submitting additional documentation when suddenly my claim was denied for "lack of diagnosis". My vet had submitted a clear diagnosis, then called again today after notification of the claim being denied, there's no record of any communication where I or my vet tried to provide info, no one is being responsive this has been over 6 weeks of intense stress's and nothing resolved, terrible communication. The vet spoke with Pets Best for 30 min today, there is no record. Pets Best is insisting that I provide records that don't exist (treatment for unrelated gastritis in Mexico). Please help Revdex.com.
We are sorry that your experience with our claims processing was not to your expectations. After a review of all communications and claims, it does appear there were miscommunications on our end related to the claims and veterinary records from out of the country. Unfortunately, state regulations do not permit premium refunds as requested. We sincerely apologize for the inconvenience and delay in processing your claim and will strive to do better in the future.
Submitted claim for sudden illness in my dog requiring emergency life saving surgery. Pets Best had multiple delays of weeks at a time following up, providing incorrect info and misinformation, none of the details of my múltiple phone calls were documented, so each time I call I have to start fresh with explanation from beginning, I finally spoke with a manager Ithala, and was in the process of submitting additional documentation when suddenly my claim was denied for "lack of diagnosis". My vet had submitted a clear diagnosis, then called again today after notification of the claim being denied, there's no record of any communication where I or my vet tried to provide info, no one is being responsive this has been over 6 weeks of intense stress's and nothing resolved, terrible communication. The vet spoke with Pets Best for 30 min today, there is no record. Pets Best is insisting that I provide records that don't exist (treatment for unrelated gastritis in Mexico). Please help Revdex.com.
We are sorry that your experience with our claims processing was not to your expectations. After a review of all communications and claims, it does appear there were miscommunications on our end related to the claims and veterinary records from out of the country. Unfortunately, state regulations do not permit premium refunds as requested. We sincerely apologize for the inconvenience and delay in processing your claim and will strive to do better in the future.
Submitted claim for sudden illness in my dog requiring emergency life saving surgery. Pets Best had multiple delays of weeks at a time following up, providing incorrect info and misinformation, none of the details of my múltiple phone calls were documented, so each time I call I have to start fresh with explanation from beginning, I finally spoke with a manager Ithala, and was in the process of submitting additional documentation when suddenly my claim was denied for "lack of diagnosis". My vet had submitted a clear diagnosis, then called again today after notification of the claim being denied, there's no record of any communication where I or my vet tried to provide info, no one is being responsive this has been over 6 weeks of intense stress's and nothing resolved, terrible communication. The vet spoke with Pets Best for 30 min today, there is no record. Pets Best is insisting that I provide records that don't exist (treatment for unrelated gastritis in Mexico). Please help Revdex.com.
We are sorry that your experience with our claims processing was not to your expectations. After a review of all communications and claims, it does appear there were miscommunications on our end related to the claims and veterinary records from out of the country. Unfortunately, state regulations do not permit premium refunds as requested. We sincerely apologize for the inconvenience and delay in processing your claim and will strive to do better in the future.
Submitted claim for sudden illness in my dog requiring emergency life saving surgery. Pets Best had multiple delays of weeks at a time following up, providing incorrect info and misinformation, none of the details of my múltiple phone calls were documented, so each time I call I have to start fresh with explanation from beginning, I finally spoke with a manager Ithala, and was in the process of submitting additional documentation when suddenly my claim was denied for "lack of diagnosis". My vet had submitted a clear diagnosis, then called again today after notification of the claim being denied, there's no record of any communication where I or my vet tried to provide info, no one is being responsive this has been over 6 weeks of intense stress's and nothing resolved, terrible communication. The vet spoke with Pets Best for 30 min today, there is no record. Pets Best is insisting that I provide records that don't exist (treatment for unrelated gastritis in Mexico). Please help Revdex.com.
We are sorry that your experience with our claims processing was not to your expectations. After a review of all communications and claims, it does appear there were miscommunications on our end related to the claims and veterinary records from out of the country. Unfortunately, state regulations do not permit premium refunds as requested. We sincerely apologize for the inconvenience and delay in processing your claim and will strive to do better in the future.
The problem is with what they consider a "pre-existing condition" for instances, they delayed getting back to me about and incurrence clam, then say a simple bacterial infection is a pre-existing condition. It seems to be a scam where they do not pay out for anything, but still collect your monthly payments.
We are sorry you were disappointed with your policy. Unfortunately, the terms of the policy are legal contracts and we are unable to make exceptions to those terms when determining whether coverage is available. Under the terms of your Policy, a “Pre-existing Condition” is determined by looking at the pet’s medical history and records for signs and symptoms that were present, documented, or noted prior to expiration of the applicable waiting periods. “Chronic Conditions” are also excluded if there are signs or symptoms prior to the date coverage begins.
In the case of your pet, the records documented signs and symptoms of allergies that included dermatitis, discharge from ears, erythema, conjunctivitis, Otitis, and received treatment that included antihistamines and hypoallergenic baths all occurring prior to the date your policy was in force. Further, the pet had been diagnosed with Otitis on June 7, 2019. Together, the records show the pet has an underlying allergy that causes these symptoms and conditions including Otitis. As such, no coverage was available due to the exclusion for Pre-existing Conditions. Unfortunately, state laws do not allow refunds for insurance premiums during times when the policies were in force.
The problem is with what they consider a "pre-existing condition" for instances, they delayed getting back to me about and incurrence clam, then say a simple bacterial infection is a pre-existing condition. It seems to be a scam where they do not pay out for anything, but still collect your monthly payments.
We are sorry you were disappointed with your policy. Unfortunately, the terms of the policy are legal contracts and we are unable to make exceptions to those terms when determining whether coverage is available. Under the terms of your Policy, a “Pre-existing Condition” is determined by looking at the pet’s medical history and records for signs and symptoms that were present, documented, or noted prior to expiration of the applicable waiting periods. “Chronic Conditions” are also excluded if there are signs or symptoms prior to the date coverage begins.
In the case of your pet, the records documented signs and symptoms of allergies that included dermatitis, discharge from ears, erythema, conjunctivitis, Otitis, and received treatment that included antihistamines and hypoallergenic baths all occurring prior to the date your policy was in force. Further, the pet had been diagnosed with Otitis on June 7, 2019. Together, the records show the pet has an underlying allergy that causes these symptoms and conditions including Otitis. As such, no coverage was available due to the exclusion for Pre-existing Conditions. Unfortunately, state laws do not allow refunds for insurance premiums during times when the policies were in force.
The problem is with what they consider a "pre-existing condition" for instances, they delayed getting back to me about and incurrence clam, then say a simple bacterial infection is a pre-existing condition. It seems to be a scam where they do not pay out for anything, but still collect your monthly payments.
We are sorry you were disappointed with your policy. Unfortunately, the terms of the policy are legal contracts and we are unable to make exceptions to those terms when determining whether coverage is available. Under the terms of your Policy, a “Pre-existing Condition” is determined by looking at the pet’s medical history and records for signs and symptoms that were present, documented, or noted prior to expiration of the applicable waiting periods. “Chronic Conditions” are also excluded if there are signs or symptoms prior to the date coverage begins.
In the case of your pet, the records documented signs and symptoms of allergies that included dermatitis, discharge from ears, erythema, conjunctivitis, Otitis, and received treatment that included antihistamines and hypoallergenic baths all occurring prior to the date your policy was in force. Further, the pet had been diagnosed with Otitis on June 7, 2019. Together, the records show the pet has an underlying allergy that causes these symptoms and conditions including Otitis. As such, no coverage was available due to the exclusion for Pre-existing Conditions. Unfortunately, state laws do not allow refunds for insurance premiums during times when the policies were in force.
The problem is with what they consider a "pre-existing condition" for instances, they delayed getting back to me about and incurrence clam, then say a simple bacterial infection is a pre-existing condition. It seems to be a scam where they do not pay out for anything, but still collect your monthly payments.
We are sorry you were disappointed with your policy. Unfortunately, the terms of the policy are legal contracts and we are unable to make exceptions to those terms when determining whether coverage is available. Under the terms of your Policy, a “Pre-existing Condition” is determined by looking at the pet’s medical history and records for signs and symptoms that were present, documented, or noted prior to expiration of the applicable waiting periods. “Chronic Conditions” are also excluded if there are signs or symptoms prior to the date coverage begins.
In the case of your pet, the records documented signs and symptoms of allergies that included dermatitis, discharge from ears, erythema, conjunctivitis, Otitis, and received treatment that included antihistamines and hypoallergenic baths all occurring prior to the date your policy was in force. Further, the pet had been diagnosed with Otitis on June 7, 2019. Together, the records show the pet has an underlying allergy that causes these symptoms and conditions including Otitis. As such, no coverage was available due to the exclusion for Pre-existing Conditions. Unfortunately, state laws do not allow refunds for insurance premiums during times when the policies were in force.
Claim process is Misleading. Very poor customer service. The claim process has been the worst experience. Even with all the documents and photos that I submitted, they come up with excuses after excuses to complete $57.45 claim. Customer service doesn't respond, I tried 3 times contacting them and I still cant get answers. Waiting over 9 weeks is ridiculous.
Hi ***, we understand your frustration. Some claims require medical records for accuracy. Without these records we are unable to process the claim and it delays the process. Additionally, we are currently experiencing high claims volume and ask that you allow additional time for claims to be processed. We are working on getting back to our low claim processing time and appreciate your patience. We will contact you once the claims are done processing. Have a good day.
Claim process is Misleading. Very poor customer service. The claim process has been the worst experience. Even with all the documents and photos that I submitted, they come up with excuses after excuses to complete $57.45 claim. Customer service doesn't respond, I tried 3 times contacting them and I still cant get answers. Waiting over 9 weeks is ridiculous.
Hi ***, we understand your frustration. Some claims require medical records for accuracy. Without these records we are unable to process the claim and it delays the process. Additionally, we are currently experiencing high claims volume and ask that you allow additional time for claims to be processed. We are working on getting back to our low claim processing time and appreciate your patience. We will contact you once the claims are done processing. Have a good day.
Claim process is Misleading. Very poor customer service. The claim process has been the worst experience. Even with all the documents and photos that I submitted, they come up with excuses after excuses to complete $57.45 claim. Customer service doesn't respond, I tried 3 times contacting them and I still cant get answers. Waiting over 9 weeks is ridiculous.
Hi ***, we understand your frustration. Some claims require medical records for accuracy. Without these records we are unable to process the claim and it delays the process. Additionally, we are currently experiencing high claims volume and ask that you allow additional time for claims to be processed. We are working on getting back to our low claim processing time and appreciate your patience. We will contact you once the claims are done processing. Have a good day.