Pets Best | Pet Insurance Review

Our dog Maggie has two distinct issues: melanoma and a heart murmur. I filed two claims recently, each of which had elements of treatment for the two conditions. Pet's Best was able to decode the itemized bills, health history and patient report cards, and come to a fair resolution on both in a timely manner. Well done!

The process was so easy. Scan in the invoice from my Vet and send it in via the claims program. Was reimbursed in a timely manner. Very satisfied with the claims process.

Very disappointed with the service of claims. As others have stated it takes them forever to process a claim and do not follow up with you on the status. My first claim for routine visit was processed very quickly, however, my second claim for testing to diagnose a possible kidney problem is taking forever. I too had problems chatting on line with someone so I called to get the status of claim. I was told it was taking longer than usual because of the amount of claims and that it would probably take another 5 days. After 5 days heard nothing and when I checked the status online it said waiting for vet info. They never informed me of needing additional information and this was after they had the claim 2 to 3 weeks. I figured I would give it a couple of days to get. I called again for status and asked if they had received info needed and was told not yet. Contacted my vet and they had no record of receiving a request so they emailed me my cats medical records and I forwarded them to Pets Best. I called next day to see if it was received and they told me I used the wrong email. While the person was on the phone, I emailed again and they confirmed they received and they would review and have the results for me in 10 days. I said it takes 30 days to review a claim for a pet? A human being gets faster results. Was told if a routine office visit the claim is processed quickly. If claim is not for routine visit it takes longer to review medical records. Need to make sure it's not a pre-existing condition. My cat is 2 years old and received him from a shelter at 7 weeks. The shelter certified his health condition before they released him. Well it's been 5 or 6 days and have heard nothing. Emailed claims and asked for a status and no response. Do you think I'm a little perturbed or alot perturbed? Updated. Pets Best needs to read their comments on their home page why fast claim processing is important. It states claims are processed within 7 to 10 business days. Does not mention a difference between routine and medical issue claims. It also goes on to say imagine if you paid two thousand for the visit and it took long to get the claim processed. Additional costs can occur for the owner due to interest on charge cards and financial hardships due to checking account balances. Seems false and misleading information being provided by Pets Best. Updated: it has now been 38 days and nothing from PetsBest. As you read the comments from PetsBest it could take up to 40 days to process a claim. Now they tell me 45 days. Seems because they needed medical records for additional testing to confirm if my cat had stage 2 kidney disease my claim was pulled from the process and I'm starting all over again. Contacted BBB and unfortunately they said there was nothing they could do if this is company policy. I also spoke to a manager who promised she would pull my claim and try to expedite as a "favor for me", but all she did was lie. She has done nothing to assist with this issue. According to her they use no tracking system for claims. They do not keep records of what date claims are received but they take them as them are received, where you fall in the process for claim being processed so they can tell you there are 30 more before yours, how many claims they have but I was told thousands of new claims were received, they cant track how old your claim is from the date received, etc etc etc. A business that has no tracking system of their claims is bad. They dont seem to track them from what they call routine visit claims and medical claims and they consider testing as medical even though my cat had tests done for his yearly physical and it had been reviewed and closed in a timely manner. This claim is just a continuation of those tests but he has a serious medical claim according to the information provided to the BBB. If I could give a negative rating I would. Claim is supposed to be completed by end of this week. Let's see if that happens. I dont put much faith into anything they say or do.

Would not cover meds (gabapentin) because there was no diagnosis. The diagnosis was a visit to the vet who examined the dog and found that there may be nerve damage but could not confirm without MRI and to wait to see if lameness subsided before proceeding. That, to me, is a diagnosis. Also, we do not get responses to our claims for months. I would change insurance companies but am now stuck with Pets Best because this will be a preexisting condition if I choose another insurance company.

Better than expected!! Only issue is processing time gets long once in awhile and when your paying up front that effects other obligations....