Pets Best

As is, my dog was denied coverage for his allergies, and that means they've ruined his ability to ever have it insured because it's not a cemented pre-existing condition. After paying years of premiums to Pets Best for several previous dogs, I canceled this policy and will never sign another dog up with them again. I wish them a giant pile of karma.

I filed a wellness claim that got incorrectly processed as an “illness” claim (twice) under which the services I received were not covered by my medical policy, but were covered almost entirely under my wellness plan (which is of course an additional monthly charge). I called PetsBest and emphasized it was a wellness claim and the claim AND vet records both reflected that fact. The agent helping me said he would make a note about the wellness claim to ensure it would be processed correctly. However, when I was eventually notified of the resolution of these two incorrectly processed claims (since they were YET AGAIN) processed as an illness instead of wellness I did not receive any reimbursement for the visit.

Once again I had to resubmit the vet records clarifying that it is a wellness claim NOT an illness. For my wellness claim to be processed (3 months after the visit and original claim submission) the co then stated they needed an itemized bill of the wellness visit in order to process the claim correctly. When I called the vet to request this info the receptionist said she has never had an insurance company request something like that and she doesn’t understand why the insurance co is being so difficult. My final claim was partially paid out but of course, all the money went back to PetsBest to be paid against my deductible.

I’ve spent over $480 on monthly insurance payments in the course of 3 months. In that time, I’ve spent over $1,000 in veterinary services that were almost all denied reimbursement for. Using PetsBest insurance was a HUGE waste of time and money as the only payout they approved went to my deductible so that’s more money I wasted on for the insurance co to take forever just to do basically nothing. Every agent I spoke to told me different info and they say they’ll call you and update you but no one ever does. Overpriced and underserved.

Actually, this process is by far more lengthly than I'm sharing but, for the sake of brevity I'm providing only the pertinent details. This company is the worse. I truly believe they have found a way to manipulating unsuspecting customers by collecting premiums and coming up with reasons for not paying claims. Do yourself a favor and stay away from Pets Best because this company in my opinion is a scammer and a fraud.

I called them up to ask if this would be covered, and while they couldn't give me a definitive answer without all the documentation, they told me that cancer is generally covered. We decided to go ahead with the surgery, which ended up being a week-long ordeal with complications such as low blood pressure and low potassium. He even needed a blood transfusion! But thankfully, Pet's Best Insurance covered almost all of the $13,000 in bills, minus the $1,000 deductible and 10%.

The biopsy did come back as malignant, and the doctors think that the cancer has already spread. My little guy has 3-9 months to live, but at least I can spoil him for the time he has left. Without the insurance, we would not have been able to afford the surgery and give him this chance. From reading all the bad reviews a few things I seemed to notice that will get people denied. Now I don’t work for Pets Best or have any more insight into what they actually need but it seems a little vague on their website. So, take this with a grain of salt, but this is what I did to get my claim processed with no push back. I never even had to call or talk to them after I submitted my claim.

6) Not submitting your complete medical records from your vets when you file your claim.

I made sure all of these things were done before I submitted my claim, contacted the eVet and vet for my dogs complete medical records and all bills from the eVet and made sure they had a zero balance due. I reviewed all documents before submitting caught an error in the age listed by the eVet that did not match the vet and was able to get that corrected. Submitted everything and about three weeks later I was approved! Thank you Pets Best!

There's only a few things that could be done to make that $566.45 worth it. The first one is if I never had to submit claims because the pet insurance worked more like medical insurance, where I pay the co-pay and the insurance company sent me a bill for whatever they couldn't cover (or the vet could at a later date after being told by the insurance company it's not covered). The second would be that prescription foods were covered in some degree, you know, because it's a prescription.

After several weeks of hearing nothing and calling only to be told they were really busy and things were taking a while our claim was denied due to "lack of documentation from the vet". When I have inquired about his I was first told that the reason was that they needed 6 months worth of medical records for our dog in order to approve the claim. My dog was just over 2 months old when she got sick and after explaining to them that she wasn't alive 6 months prior they tried to tell me that they requested records from the vet and never received them. I confirmed the records that they had were from all of the vets that we had seen for this issue but somehow they had a vet listed that we never saw for this issue or any have seen at any other time. They are unable to tell me where it is listed in our file that this specific vet is listed as being seen. They refuse to believe we never saw this vet and refuse to approve the claim for the vets we actually saw.

Their system of receiving medical records from vets is an email system. One that once the records are sent is rarely checked because I always would call and confirm with my vet the date that they emailed records to Pets Best. I would then call Pets Best and after they tell me that they had not received anything I would give them the date my vet emailed the records and then magically it was found. It has been nothing but disappointing and I whole heartedly do not recommend them. I will purchase a different insurance and cancel this policy with Pets Best as soon as the new waiting period is over. Please look elsewhere for your pet's coverage. At this point I have paid thousands towards vet bills that would have been covered under our policy and have received nothing but a runaround and excuses. Do better Pets Best, do better.