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The wait time for this claim was very long (3 mths), but overall the outcome and service are satisfactory mainly due to the reimbursement we finally received. The Good: (Keep up the good work!!!) - We are satisfied with the "almost" 90% reimbursement from our claims, and glad to see an explanation of what was being reimbursed and why some were not reimbursed as they are not covered. The surgery, pre and post visits are all expensive and we are glad to get reimbursed for most, though not all. - We are also glad that the reimbursement of direct deposit was hassle-free as the email notifications came and then followed by the reimbursement claim. Good job on that! -The clarity of these explanations as stated on the online account after this claim (what are reimbursed, what are not), are important as we can check against the policy as well. Glad to see the explanations. - Although the long wait of 3 months, we are grateful for the one paper notification informing us that "more time is needed for the review" which was a snail mail (letter) to let us know. That helps us to know you are working hard at reviewing our claim although it would be good to have this more frequently within the online account. - We also called once, and over the phone, the specialist answering our question for an update was very friendly and polite. This is commendable! The Bad: Room for Improvement for Nationwide Pet Insurance: - The time waiting for the claim was very long (start to finish was around 3 months!). Suggestion: To help your customers furnish the information needed, it would be helpful to let us know from the 1st time of claim that you would need the "all vets' notes as well" so that we do not spend the time waiting for a whole month, only to be told you needed more vets' notes. Therefore, it'd be win-win situation for both parties to know EXACTLY what documents you need from the start of the Claim process, and so, it'd be appreciated to let us know earlier exactly what kind of vet's office visit notes you might need so we can furnish them as soon as possible. - Not much update online in the account; sometimes we all just need to know we are not "forgotten." Suggestion: To help ease the wait time, it would be helpful to provide an update online as well, that you are working on our case (for example, even a single sentence stating "We are still working on the review of your claim. Date ______" would be helpful as we do keep track on the Nationwide website. For a 3-month wait, we need more than one update letting us know you guys are working on it; that would be most helpful to any pet parent waiting to hear back from you. Having a pet who is sick or needs surgery is a very stressful moment for any pet parent. He is like a child to us, and we value his life. When we rescued him, we wanted to give him a good home and we try our best in every way. However, sometimes vet medical bills can be overwhelming to any family, and so, it would be good to have a way to steamline the claim process in the future so we don't wait for so long. Overall, we are satisfied with this round of claims, and I hope Nationwide Pet Insurance continue to do a good job to provide us the confidence we need in times of need like this time. Thank you so much! Joe P.

It's easy enough to submit a claim, but I've found that they take much more than a month to process the claims. A month after I submitted a claim for a major surgery that my dog needed, they asked for his full medical records. Another month after that I still didn't have the claim resolved and paid. I had to call customer service and complain and it was still weeks after that until it was resolved. The whole time that charge is sitting on my credit card. Looking back I would have considered a pet insurance that pays upfront, much like how it is for people.

Amazing been with VPI now Nation Wide for years.

Excellent responsiveness.

Submitting claims has been super easy, but getting an efficient response is frustrating. For example, when I submitted my second claim, I needed to submit additional records, which I did. Following up to see if they were received and the claim could be processed was so frustrating, as there is no update online. When I called I got a service rep who gave me a generic "please allow additional time" - not helpful.

We spoke to many friends and coworkers about pet insurance before we made our decision. Many said “don’t do it” or “it’s not worth it.” But we had new kittens and we decided it was important for us to get health coverage for them like we have for ourselves. Well we’ve not be disappointed! We now advocate to others to purchase through you of course. It’s been a pleasure and smooth process. Thank you!! Rachel, Brian, Zephyr and Tigerlly

My 1 1/2 year old Bernese Mountain Dog, Spirit, swallowed a piece of towel that got lodged in his stomach and small intestine. It became an emergency requiring immediate surgery. It was successfully removed and he spent 4 days in the ER recovering. He is 100% recovered now and doing great. If it were not for Pets Best I'm not sure how we ever could have been financially prepared for this kind of event.

All information needed was collected by Pets Best, and I did not have to call Vet

I find that the overall claims processing needs improvement, 1, takes to long to pay claims, waiting up to 30 days for claims payment is far to long these days 2. how to submit claims should be more automated. Yes you may offer a claims form with some information pre-filled but then you need to print that form to sign it, then upload that form and then create an email and attach and send off. Does having to sign the form really make a difference. The process should be designed so that you can complete a claim form online and then upload the receipts to attach to it. 3. Receiving payment and having to use another service. Why can't the electronic payment be integrated within Nationwide web app. Now you get a notice that there is a payment=. You need to go to another application to request the movement of $.

Easy and Efficient