Pets Best | Pet Insurance Review

Poor customer service and turn around time on review of wellness claim. Vague answers to my question regarding review. Hold time on automated phone answering. No response to email.

It took over 5 weeks to process my claim. It was a simple claim (injury with imaging diagnostics - x-rays and diagnostic u; ultrasound), and I submitted all the medical records when I filed it (no additional documentation was required). I used to have Embrace, and my claims were processed within 7 days, and I received my check within 2 weeks of filing the claim.

Overall, claims are easy to submit, payment is easy and it's a life saver when it covers what you need. Claim speed varies directly with the claim amount. The more the reimbursement is, the longer we've had to wait. Customer service is helpful and courteous, within the guidelines they have to follow. What is frustrating is that there isn't clear I dication of what will or will not be covered. There's no way to get preauthorization to know what will be covered in advance of treatment. It's a submit and hope for the best situation. It's worked out for us so far for the most part, but it is certainly stressful that its an unknown as far as what will happen with the claim. If they added the capability for preauthorization to know what the outcome will be ahead of treatment, my review would be 5 stars.

My dog was diagnosed with cancer with referral from my vet to get a sonogram to confirm. He stayed over night. We had to put him down. Total cost to me approx $5000. Pets Best cough up $140. Disgusting. Worthless having them. Put a regular dollar amount in a savings account for a rainy day and you would be better off.

The amount of back and forth with Pets Best on a reabsorbed tooth for our poor cat, despite multiple signed letters from our veterinarian team was awful. Having to appeal decisions after providing all the paperwork they required and the overall wait time for Reimbursement and decisions on cases is much below industry standard.