Pets Best Pet Insurance Review
165 Customer Comments & Reviews - see all comments
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Pets Best Insurance Services, LLC is a Boise, Idaho-based pet insurance agency that covers dogs and cats for accidents and illnesses, and also routine care at additional cost.
The company was founded in 2005 and carries an A+ grade with the BBB. Pets Best specifically states that their mission is to end economic euthanasia of pets.
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Customer Comments
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Buyer beware! My premium went from 36.00 month to over 66.00 month in just 3 years! Never saw that coming.
4 People found this helpful.
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Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Nora, Your rates can go up each year when your policy renews. In order for us to determine the adequate premium we need to maintain our services, we analyze total claims data related to pet age, breed, geographic location, and factor in general inflation. Rates are based on nothing more than the risk your pet represents. Older pets tend to see higher rates because their odds of health issues are increasing, as well as the odds that those issues are going to be more expensive. Rates do not increase due to claim history—it’s all based on potential risk. We encourage our customers with older pets not to cancel as they are—unfortunately—entering this area of greater risk. Please keep in mind we offer several options to find a policy that will best fit your budget. Please contact us at 1-877-738-7237 if you would like to go over these options.
After ten months of paying $50/month for "premium coverage," my 1.5-year-old puppy suffered a fall and injured his knee (luxating patella) requiring a $3,000-surgery. Pets Best refused to cover a single cent of the surgery because we were two months shy of making a full year with Pets Best AND because we failed to submit the "optional health check" report within the first 6 weeks of starting our policy with Pets Best. Apparently, if I had submitted the "optional health check" form within the allotted time, my puppy's surgery would have been covered. (When you're paying for "premium coverage" it seems dishonest to not provide service because the customer didn't realize the "optional health... Read More
4 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Selena, we are sorry to hear your frustration. A Luxating Patella, which is a congenital condition and subject to a 1 year waiting period. We provided the option to reduce this waiting period to 14 days by having your vet complete our Pet Health Checklist and return to us within the first 30 days of the policy, indicating the pet is free of any signs or symptoms of the 7 conditions on the checklist. This list of 7 conditions includes: Luxating Patella, Hip Dysplasia, Elbow Dysplasia, Osteochondritis Dissecans, Cruciate Ligament Injury, Portosystemic Shunt, and Cardiovascular defects. We provided this form upon sign up, and tried to reach out after sign up to urge you to complete it, but show it was never completed and returned. Given this, unfortunately this condition is subject to the waiting period of 1 year. The form is not required, but if you choose to not have the form filled out, its with the understanding these 7 issues are subject to the 1 year wait instead of the illness waiting period of 14 days. Additionally, you always reserve the right to appeal our decision. Would you like us to send you an appeal form?
Please do not get this pet insurance. It is a scam. They can turn any accidental injury into something that doesn't qualify. So do not believe what you read when it comes to "accidents". I even appealed and had the Vet write them a letter. My appeal was still declined. I wasted a lot of time and pointless effort. I will be cancelling and going with a competitor. The made a very poor business decision on their part. Instead of keeping a potential customer for the next 15 years, they would rather decline a claim that should have been covered under "accident". I guess they are the ones that are losing money, and customers in the long run.
4 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Solange, we are sorry to hear your frustration. We have reviewed your claim and veterinarian records show the injury was actually a Luxating Patella, which is a congenital condition and subject to a 1 year waiting period. We provided the option to reduce this waiting period to 14 days by having your vet complete our Pet Health Checklist and return to us within the first 30 days of the policy, indicating the pet is free of any signs or symptoms of the 7 conditions on the checklist. This list of 7 conditions includes: Luxating Patella, Hip Dysplasia, Elbow Dysplasia, Osteochondritis Dissecans, Cruciate Ligament Injury, Portosystemic Shunt, and Cardiovascular defects. We provided this form upon sign up, and tried to reach out after sign up to urge you to complete it, but show it was never completed and returned. Given this, unfortunately this condition is subject to the waiting period of 1 year. We are currently the only pet insurance company that offers the option to reduce the waiting period on congenital and hereditary conditions. Additionally, you always reserve the right to appeal our decision. Would you like us to send you an appeal form?
I am only 3 weeks into my Petsbest coverage for my 2 pets and so far, at every single turn, there seems to be either problems of incompetence with in the claims department or deliberate tactics to misinterpret vet notes.... i.e., on my clinic's legal medical records ( on clinic letterhead), my vet wrote of specific procedures. The vet basically wrote what pruderies were performed for which body parts ( dated, and again, on clinic letter head), the claims department requested more medical records because the procedure " performed" could have been at other vets. They keep asking for medical records when they already have ALL OF them FOR THE PAST 2 YEARS. I have asked them to e-mail me... Read More
4 People found this helpful.
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Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi J, we are sorry to hear of your dissatisfaction with the claim process. Dental claims tend to be complex when there are fractures and extractions involved. In order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records of the dental chart, depending on how long the vet clinic takes to send those in may delay the claim process. Our records show your claims for Emmett and Howie have been processed and reimbursed. We hope you have a better year.
AWFUL! They have not reimbursed a single dollar to us yet. Even the extra "wellness" policy that we purchased to cover the vaccines, etc. for our new puppy...they found a way to say it's all an "exclusion" or "out of policy waiting period" or "not covered" for blah blah blah reason. Their appeal process is a joke. Our puppy caught parvo, was on death's door, and had to be admitted to a pet hospital - over $4000 in bills. We only chose that option b/c we had pet insurance, and they denied it all. Horrific company to deal with - save your time, money, peace of mind, and patience!
4 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Dana, we would like to look into your claims to ensure they were processed accurately. However, we cant find you in our system. If you would like us to review your claims please contact us at 1-877-738-7237. We are available M-F 7:00am to 7:00pm MST and Saturdays 10:00am to 2:00pm MST.
I am not quite sure how this insurance company was rated among the top ten, but I can tell you that they don't know what they are doing. I have had so many issues, and different requests from them. they are never consistent and give you the runaround to avoid paying you. I have spent one year and a half paying them a heft monthly fee for my pet and they have never reimbursed me a penny. They continually ask for documents already provided, request documentation from clinics my pet has never been to, and most of the staff is RUDE!!!!! The worst ever!!!!!
4 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Alisa, we understand your concern for coverage. In order to accurately process your claims for Luni, we need to request medical records from your vet. However, due to your decision to not disclose your pet's previous veterinarians, we were unable to request the information needed. If you would like us to re-open your claims please let us know, we can re-open claims within 180 days from the date of service, you will have to disclose Luni's previous vets. We are sorry to see you have cancelled your policy and wish you and Luni the best.
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review). The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog... Read More
3 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi, this policy has been in place well before we merged with Synchrony. The periodontal disease clause has been in place since 2015 and has not changed. Have a good day.
Took forever for a simple claim. I cancelled the policy and now with a decent company.
3 People found this helpful.
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Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-39 days to process especially if we need medical records. We appreciate your patience.
DON’T DO IT... what a joke of a company!!!! They take your money quick but never respond to your claims when you have one!!! Even when your not getting money back!!!!! I can’t imagine waiting for a reimbursement from this company!!!! #PetsBest
3 People found this helpful.
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Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-39 days to process especially if we need medical records. We appreciate your patience.
First of all, I have never done an online complaint like this before. But I feel so compelled to after my recent situation with Pets Best. I am very disappointed in Pets Best and how they have handled my current situation. I have been a customer of them for 8 years with my dog, Dr. Giggles. I began a new job recently where I travel a lot internationally to China, Eastern Europe, and other parts of the world where internet isn't always the best and most reliable. My debit card was stolen while I was out of country and had to contact my bank and have a new card issued. It meant that everything that was connected to my current debit card had to be changed to my new one. Since internet is not... Read More
3 People found this helpful.
Pets B
Support of Pets Best Pet Insurance (CPC)
Official Response
Support of Pets Best Pet Insurance (CPC)
Hi Morgan, thank you for your feedback. When a policy is cancelled for non payment, you have to start a new policy which does create a lapse in coverage. However, we have a 6 week grace period from the first payment denial to call in and bring your account current and during those 6 weeks we email, mail, and call you. We are sorry to see you go and wish you the best.
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- Save Up To 90% On Vet Bills
- Affordable Plans Starting at Less than $1/Day
- Providing Comprehensive Pet Insurance For Over 750,000 Pets
- Multiple Wellness Plan Options
