I am greatly disappointed with Pets Best. They have used excuses of “preexisting conditions” to not pay claims for my dog that are brand new issues. She was diagnosed with a methicillin resistant skin infection and they changed the diagnosis to “undetermined dermatopathy” which is considered a preexisting condition, even though this was a brand new issue that started several months after I adopted her. Furthermore, the explanation of benefits doesn’t even say (or it’s hidden in the small print where non-insurance people are unable to find it) why they are denying a claim, other than “preexisting condition” so you have to contact them and figure out why. Then they treat you like you are trying to defraud them and point you to their terms and conditions where they don’t cover preexisting conditions. They are NOT nice or understanding about a claim like this (my dog also started having symptoms of IBD a few months after we adopted her and they claim that is a preexisting condition also, so they won’t cover anything related to that diagnosis either which was almost $3K). They act like I should never have wasted their time with the claim when how was I supposed to know and memorize all the preexisting conditions, even though it wasn’t existing when I first got her?!?! The customer service is terrible, the people I have had direct contact with are condescending, impolite, and frankly rude. I’m just trying to take care of my dog and not go broke doing so. I will definitely be cancelling my policy at the end of one year and going with Healthy Paws. I know they’re not going to cover the preexisting conditions either, but I’m looking for better customer service because you guys suck and I’m not even kidding. I hope your company gets shut down and you all lose your jobs.