Pets Best | Pet Insurance Review

Overall, I have been very pleased with Pets Best claims process. It is very easy to file, very quick at processing, helpful in answering questions when calling in, always nice and making sure understand process .

I have been extremely happy with pets best and recommend it to anybody who asks me about pet insurance. My experience has been amazing as I have a couple of puppies that I did not expect to have the health issues with that they have had and pets best has been extremely wonderful

It was easy to make a claim and I was quickly reimbursed

I have submitted 10 claims for 2 dogs over the past year. Their practice is to always decline. Customer service is slow and not responsive. I highly recommend going elsewhere

My name is Ja’Quan, the guardian of my dog, Velma. I am detailing my experience involving the secondary appeal process for PetsBest. As the first claim for my policy, there has been considerable difficulty in providing PetsBest with the necessary information to process our claim. As a first-time pet owner and pet insurance customer, I had no prior experience in the information required for a claim. The veterinarian we visit is a small-town older gentleman who demonstrates his care for animals through his practice. As a result, his record system is not an upscale electronical medical record system that might be used in larger practices. Nevertheless, our veterinarian has patiently worked with me to document, what we believed was, the pertinent information for this claim. However, due to the incomplete and incorrect information provided to me from the PetsBest customer service representative, this claim has been denied and unsuccessfully appealed due to PetsBest inability to identify the exact information necessary to process the claim. The claim was to have a growth removed from her paw that was causing her to limp. I adopted Velma in September 2018 from a local shelter and was provided a brief medical history of Velma (they do not know where she came from). I had provided what I had deemed relevant information for this claim. This claim was initially denied because a previous PetsBest customer service representative incorrectly entered that Velma’s growth was observed on an office visit during the 14-day window from the beginning of the policy that is not covered by identifying it as a “preexisting condition”. I did not know the customer service representation entered this information, which then resulted in the denial of this claim. As a result, during my first appeal, I was sure to obtain a written letter from my vet that specifically identified that the growth was observed outside of the 14-day “preexisting condition” window. However, that appeal was denied AGAIN because the claim representative still said the growth was observed during the 14-day preexisting condition window, which is false. However, as I have mentioned, Velma had undergone numerous examinations, during which no growths were identified. As a new pet owner, I regularly examined Velma and did not notice any growth until my vet observed it during a routine vaccine appointment, which was outside of the 14-day window. As a result, I filed a secondary appeal as an attempt to provide all of the complete information required to process the claim. The growth did NOT exist during that 14-day window. It had developed AFTER that 14-day window. As previously stated, PetsBest had not been clear on the information required to process the claim. After calling PetsBest customer service representatives over ten times, this claim was denied due to PetsBest’s inability to articulate all of the required information necessary. Had I known this level of detail was going to be warranted, I would have submitted a detailed letter, such as this, for the initial claims submission along with my vet’s documentation. However, this was not made clear to me and my claim was denied as a result. It is with a caring and honest demeanor that I simply want to provide the best care for Velma, which I believed was being accomplished through obtaining pet insurance. As my first claim with my first pet, this process was unnecessarily convoluted and contrived to prevent successful claim submissions. Had the expectations been made clear of the level of detail, this information would have been submitted previously. I am happy to say, however, that the secondary appeal process ruled in our favor and provided us reimbursement for the procedure. However, the surgery occurred in October 2018 and I was just notified of the approval in mid January 2019. This has been an extremely stressful process, which has me seriously questioning continuing my policy with PetsBest in exchange for another insurance provider. A note of caution to future people: when you file your first claim, try to obtain every single piece of evidence, and seriously question the customer service representatives about what all of the needed information is to process the claim. They simply rejected our claim saying not enough information, which I believe is ridiculous. I do not recommend PetsBest, or do so with extreme caution.