Pets Best | Pet Insurance Review

I am disappointed at how long it took to approve payment of a well visit/ vaccination boosters. I submitted the claim on 6/22. While I appreciate there was regular communication & apologies for the delay in processing, it has taken 30+ days to receive notification of approval of claim. As of today, 8/5 I have not yet received the payment for the claim.

We only adopt rescues. And although we humans got rid of pre-existing conditions in our healthcare, they still plague pet healthcare. When we got Minerva, we had to bring her to the vet during the 14-day waiting period because she had immanent medical issues. What do these insurers expect us to do, not give them life-saving care? At the time I expected Pets Best to not pay for that visit, since it was in the waiting period. What I did not anticipate is that they would nearly every claim we made after the 14-day waiting period by trying to find even the most specious connections back to that initial visit. Surgeries, medications, office visits, we've ended up with thousands of dollars of medical bills for procedures that we understood to be totally unrelated but that became "pre-existing conditions" as a result of that first visit. Here's an example of Pets Best malicious abuse of this policy: We had Minerva checked for a UTI because she wasn't always peeing in the litter box. The UTI came back clear, so we tried placing a litter box in the area she was peeing. Turned out that cleared the issue - she just had specific places in her new house she wanted to pee. Pets Best didn't pay for the UTI because it was during the waiting period. Fine. But then, four months later, we brought her in for a newly developed anxiety issue. We had gotten a third cat, and Minerva developed a significant anxiety disorder in response. Our vet put her on Prozac. And when we filed the claim with Pets Best, they denied it. Why? Because it was treating a "behavioral condition," and Minerva has a pre-existing history of "behavioral conditions" because she at one time peed outside of the litter box. No relation whatsoever to the events, no shared symptoms, and no common treatment pattern. When I spoke to a Pets Best representative, they said they are entitled to deny ALL behavioral treatments going forward because we brought her in for that UTI test and it WASN'T a UTI. For the record, we've been with Pets Best since 2015. Used to have nothing but high regard for them. But after 9 years, it's clear that they no longer care about us as customers or the welfare of animals, only manipulating their "pre-existing condition" policy to protect their bottom line. I strongly recommend everyone to avoid using this insurer. Find someone else.

I am very pleased that I chose this insurance for my pet. I saw many options but this one has exceeded my expectations. I would recommend to anyone.

The amount of time it takes to process a claim is so random. It can take anywhere from a week to several months and they aren't very transparent about WHY it takes so long. They send an auto email saying there is nothing that needs to be done then eventually either pay it or deny it without giving you a chance to get them more documentation or whatever it is they need. So if they deny it you have to start the whole process over (including the long wait) when you could have just helped to begin with if they had provided any real info. Also, yearly rate increases are very high. Other than that, I am glad I have it...I probably would have chosen a different company if I could do it again.

Pets best has covered a lot of expenses almost in full in a reasonably timely manner.