Pets Best | Pet Insurance Review

There are many issues. If i wasn’t stuck in a position where, switching companies would ban pre-existing conditions, I would cancel my policy. Unfortunately, I’m stuck here. The app never works, customer service is horrible, claims processing takes way too long, as well as pay outs. Things are many times denied being payed out, that def should be covered, and paid out for. Overall, this company is poor, at best. Many things need to change here, and yet nothing is being done about it. It’s very frustrating.

You always expect dealing with insurance of any type to be a hassle, but I've been super happy with my experience with Pets Best. Everything that I expected to be covered under my chosen policy was covered, never had to fight over a claim, and they were all processed fairly quickly. When I had an issue with checks sending to an old address, didn't have to wait long to reach a real customer service rep, and she was super helpful. Also small detail here, but I remember when my Murphy passed I dreaded having to deal with a complicated cancellation process and worried about waiting for claims for the emergency vet to process in case cancelling affected those. However, Pets Best gathered from my claims that he had passed (even though I didn't have cremation covered, it was on that large ER invoice) and they automatically canceled for me and refunded me the pro-rated amount for the quarter I had already auto-payed. Small act, but it actually meant a lot to me to take something off my plate at that time. Will be happy to re-insure again with them when I adopt another pup!

Pet's Best policy is excellent BUT their ability to process claims in a timely manner is the worst I've ever encountered - ALWAYS. 2-3 weeks after you file a claim where you are owed reimbursement you always receive this email: "At Pets Best, we strive to process claims as quickly as possible. At this time, this delay notification does not require any additional information from you." Typical repayment time is 4-6 weeks. They get it right, eventually but their inability to repay in a timely manner is horrible. If they do not owe you money then you get a quick email telling you they don't owe you anything but if they do it's 4-6 weeks, This would be a great company if they ever get their act together and reimburse policy holders in 4-7 days like other pet insurers.

Filing a claim is easy. Uploading the documents is easy. Getting the claim approved is quick. What I should have done was put my bank info on the website. It's there now but it would have saved time running to the bank to cash two claim checks.

I have loved Pets Best for a long time and recommended them to all my friends and family. They were super responsive both times my pet had major surgery and customer service had always been amazing. Unfortunately, I will no longer be recommending them to anyone. After 4 years of being with them they suddenly raised the insurance 56%. I asked for a breakdown so I could understand the changes and they refused to send me anything. They told me that it was based on previous claims, breed, age, and zipcode but wouldn't breakdown the exact numbers and reasons for a 56% increase. I have been a loyal customer, always paid on time, and have been marketing them for 4 years. They refuse to be transparent and I am really disappointed with them. I can understand an increase as my dog ages but, to refuse to be transparent on how they increase the cost is incredibly disheartening, unprofessional, and unethical. I would watch out with them. If I would have known I would have gone with another company. Looks like they are for keeping people around long enough to keep them hooked on existing conditions and funnel people into paying more because they know other insurance won't take pets that may have had surgery during the time you are under Pets Best. Just another greedy company. RESPONES to their reply: I have email proof that Pets Best claimed the increase was based on previous claims, on top of breed, age, and vet rates in the zip code. So your respones is inaccurate and misleading to people who are reading these reviews.