Pets Best | Pet Insurance Review

This is the second time I have reviewed this company. I am excited to say that I have been pleased with some of the changes they have implemented. Initially I gave them a low score of 2. This was heavily influenced by claims processing time exceeding what was listed on their site. I also thought that I would not be doing business with them even a year later. So, what's changed mind? These things... I was impressed by the fact that a representative of the company saw my initial review and personally contacted me via email thanking me for my review and letting me know that at any time they are happy to listen to my concerns. A good company will go where the customers are and look for ways to improve their customer's experience. They have improved billing by not requiring two months premium when starting a policy and now offer a plan where your payment remains the same. For a minor fee, your pet's rate remains the same until age 10 (I believe). They could further improve this by averaging premiums on a yearly basis regardless of the age of the pet, but they are moving in the right direction. They have updated their web site to accurately reflect the length of the claims process. In all the times I have filed claims, absolutely no surprises or denials. They have always paid their 80% after deductible. Recently my oldest cat was not doing well and when I took him in for examination, the vet discovered a heart murmur. We had xrays, ultrasound, electrocardiogram and a blood panel done to aid in diagnosis. I was very pleased to have deposited my check for $398 out of the $600+ spent on these procedures. The turn around time seems to have improved over a year ago and took about ten business days from filing the claim via email to having the check in hand., Much, much better. They also sent email acknowledgments to let me know they had received the claim and again to let me know they were processing it. I tried another insurer first with my new kitten then with two other cats for several months. I did not cancel my Pets Best policies during this testing. There were surprises when it came to paying out claims and ultimately I don't need any surprises when one of my cats gets sick. No surprises from Pets Best. My final comment is regarding the wellness plan. You should know that if you sign up for wellness and cancel the plan you must wait one year before you can sign up again. It also states in the policy that if you cancel the wellness, they may decide to cancel your accident/illness as well. I don't know what one has to do with the other, but this should be changed. To be clear, they did NOT cancel my plan when I discontinued the wellness, but knowing that they reserve the right to do so is why I am reluctant to sign up for wellness again. If you have multiple pets, it is probably best to sign up for wellness one at a time. I have six cats and when one got very ill, I was unable to proceed with the regular wellness for the others until his bills were resolved. I feel this company is making every effort to listen to it's customer's and improve the quality of their products and service. If they continue on like this, I have every confidence I will be a happy customer for the life of my pets. I have and do recommend them to friends with confidence. In my experience they offer great value and relief with minimal surprises when it's time to pay claims.

We currently had a tragedy in our family where our puppy passed away at the age of 6 months with no apparent cause that has been found to this day. I immediately contacted Petsbest and informed them of what happened and submitted a claim worth a little over $1000.00 incurred in a matter of less than 3 hours worth of service. Within less than 14 days, I received almost 90% reimbursement of the services and was helped by the kindest representatives. They were helpful in helping me with all my questions and were able to inform me of the status of my claim on each call I made, included calling me to let me know if I needed to submit any additional documentations. I would highly recommend Petsbest to any of my friends of their excellent service.

I submitted a claim for our cat's recent treatment for hypothyroidism, and it was processed very quickly, although the amount paid to me was nominal, after the deductible was factored in ($200 at that time). However, I was advised that the deductible is now fully paid for any further treatments for this same condition, costs of which will then be covered at 80%. The Pets Best customer service representative was very prompt and helpful in responding to a question I had regarding the effective date of new policy provisions which will reduce future deductibles to $100, a very reasonable amount.

I am so pleased with this company. as i sat in the emergency waiting room for my dog to be evaluated at 2:00 in the morning i knew that i would do for my dog whatever she needed. i saw another man holding on to his dog, he could not afford the medical assistance that the dog needed. i am so grateful that i didn't have to make that choice of financial obligation, or not to have the work that was needed for my "other family member". it was a blessing knowing that whatever was needed, i had the insurance to cover it. no games. no gimics. no hidden fee's. no 80% of a fee that no one charges anymore. just a flat fee of $75.00. thanks pets best, for taking care of our needs. and thanks for the friendly people that work for your company. they were so helpful and friendly. and the reimbursement was so fast that i got the money refunded before i even got the credit card bill of the expense. i hope everyone will spread the word so we can care for our animals the way they should be taken care of.

I have never had so much trouble submitting a claim and getting payment - not even with our Human health insurance. We submitted a claim for an injury for our 4 month old puppy, and it was denied because they said it was a sickness, not an injury. We went back to our vet, and she said it was indeed an injury, and submitted the claim for us again outlining that it was an injury. The claim was denied again, stating that it must have been a "pre-existing condition" becuase it was filed only about a week after our puppy was covered. We had applied and gotten coverage for our puppy as soon as we got him. We were so glad we had done it so quickly when he hurt his arm, and took him in thinking we would be taken care of by the insurance we were paying for. Now, here we are, 3 months later, $200 in premiums and $250 in vet bills and they are still refusing to cover the claim. We would be better off if we had just budgeted the money we were paying for insurance premiums, and now were out over double that. These people are nothing but a bunch of crooks!