Pets Best Insurance denied our claims for my dog’s Cushing’s Disease diagnosis, claiming it was pre-existing, which it definitely wasn’t. I need some advice on what to do next .We signed up for a policy with Pets Best on 2/3/24, and our waiting period ended on 2/17/24.
On 8/6/24, we took our dog to the vet because she was showing some odd behaviors like heavy panting, pacing, and increased thirst. When the vet asked how long I’d noticed these symptoms, I said “about 6 months.”
They ran some blood tests, and the next day, the vet suspected Cushing’s Disease. On 8/14/24, we brought her in for an 8-hour test (the LDST). The following day, we learned it was Cushing’s due to a pituitary gland tumor. After that, the vet started her on medication, and on 9/3/24, she had a follow-up test (the ACTH Stimulation Test) to check her dosage.
Now, the insurance company is saying the claims were denied because they considered it pre-existing based on the vet’s notes from our visit. They wouldn’t tell me exactly what they found in her records. I looked through her records and think they’re relying on a note from the 8/6/24 visit that said, “for 6 months patient has been urinating in the house…”
If you count back 6 months from our first visit, that brings you to 2/6/24, just 11 days before the end of our waiting period. I realize now I should’ve been clearer about when the symptoms really started, which was in April 2024. I was just trying to give a rough estimate. Honestly, I was super stressed during the visit
This whole denial feels really unfair. The notes don’t reflect what I said accurately. Did Pets Best not consider an 11-day difference? When I got the insurance, I honestly didn’t suspect anything was wrong. All the testing has already cost about $800, and her medication is $194/month for the rest of her life. The insurance would’ve made a huge difference with reimbursement.
Any suggestions or advice? I’m really upset about this.