Aetna Pet Insurance 2025: Full Review, Pros & Cons
Our expert's opinion on Aetna
Aetna's pet insurance in the U.S. is offered through Pets Best and centers on a customizable Accident & Illness plan with optional Essential or Best Wellness add-ons for preventive care.
Policyholders can choose reimbursement levels of 70%, 80% or 90%, annual limits of $2,500, $5,000, $10,000 or no annual limit, and selectable deductibles; wellness budgets are available as two tiered add-ons but preventive care is not included in the base plan.
Compared with major competitors, Aetna (via Pets Best) competes on flexibility and tiered pricing—offering selectable limits, deductible and reimbursement combinations, direct-pay arrangements with vets, and budgeted wellness add-ons while charging higher premiums for older or high‑risk breeds.
Best suited for owners of young to middle‑aged dogs and cats who want flexible cover limits, optional wellness benefits, and direct-pay convenience rather than those seeking top customer‑service ratings.
The program is administered by Pets Best and underwritten by American Pet Insurance Company; public feedback on Trustpilot is 1.3/5 from 230 reviews, and customer commentary frequently cites claim handling challenges and long resolution times despite a direct-pay to veterinarian option.
- ✅Customizable annual limits including unlimited option
- ✅Reimbursement choices: 70%, 80%, or 90%
- ✅Two wellness add-on tiers (Essential and Best)
- ✅Direct-pay to veterinarian where arrangements exist
- ✅Selectable deductibles and reimbursement combinations
- ✅Optional add-ons for specialist or alternative care
- ✅Competitive entry pricing for younger pets
- ❌Low Trustpilot rating (1.3/5 from 230 reviews)
- ❌Frequent customer reports of slow claims and denials
- ❌Preventive care excluded from base Accident & Illness plan
- ❌Higher premiums for older or high‑risk breeds
- ❌Extensive exclusions for pre-existing conditions
Score- ✅Customizable annual limits including unlimited option
- ✅Reimbursement choices: 70%, 80%, or 90%
- ✅Two wellness add-on tiers (Essential and Best)
- ✅Direct-pay to veterinarian where arrangements exist
- ✅Selectable deductibles and reimbursement combinations
- ✅Optional add-ons for specialist or alternative care
- ✅Competitive entry pricing for younger pets
Our expert's opinion on Aetna
- ✅Customizable annual limits including unlimited option
- ✅Reimbursement choices: 70%, 80%, or 90%
- ✅Two wellness add-on tiers (Essential and Best)
- ✅Direct-pay to veterinarian where arrangements exist
- ✅Selectable deductibles and reimbursement combinations
- ✅Optional add-ons for specialist or alternative care
- ✅Competitive entry pricing for younger pets
- ❌Low Trustpilot rating (1.3/5 from 230 reviews)
- ❌Frequent customer reports of slow claims and denials
- ❌Preventive care excluded from base Accident & Illness plan
- ❌Higher premiums for older or high‑risk breeds
- ❌Extensive exclusions for pre-existing conditions
Score- ✅Customizable annual limits including unlimited option
- ✅Reimbursement choices: 70%, 80%, or 90%
- ✅Two wellness add-on tiers (Essential and Best)
- ✅Direct-pay to veterinarian where arrangements exist
- ✅Selectable deductibles and reimbursement combinations
- ✅Optional add-ons for specialist or alternative care
- ✅Competitive entry pricing for younger pets
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Aetna Guarantees
Aetna’s pet insurance is offered through Pets Best and is structured around a single customizable Accident & Illness core plan with two optional wellness add‑ons (Essential Wellness and Best Wellness), allowing policyholders to select reimbursement rates and annual limits that align with their budget and risk tolerance. The product targets a broad market with an entry-to-premium spectrum achieved via choices of annual limits ($2,500, $5,000, $10,000, or no annual limit), reimbursement levels (70%, 80%, or 90%), and selectable deductibles on the Declarations Page. Core clinical benefits include coverage for emergency care, hospitalization, surgery, imaging, laboratory testing and radiotherapy, while preventive services, routine exam fees and many wellness items are available only when a wellness add‑on is purchased.
Underwriting and benefit mechanics emphasize modularity: numeric plan parameters (deductible type, reimbursement percentage, and annual limit) are set at enrollment and determine out‑of‑pocket exposure; direct payment to the veterinarian is available where a vet arrangement exists. Waiting periods are short for acute events (3 days for accidents and 14 days for illness), but the pre‑existing condition definition applies to an 18‑month look‑back, which significantly limits coverage for previously symptomatic or treated conditions. Optional riders expand scope for consultations, alternative/rehabilitative care, and preventive services, but several end‑of‑life and administrative items remain excluded.
| Accident & Illness Plan | Accident & Illness Plan + Essential Wellness | Accident & Illness Plan + Best Wellness | |
|---|---|---|---|
| Plan positioning | Balanced | Enhanced (adds preventive benefits) | Premium (broader preventive benefits) |
| Type of coverage (accident, illness, both, etc.) | Accident & Illness | Accident & Illness | Accident & Illness |
| Animals covered (dogs, cats, other) | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate | 70%, 80%, 90% | 70%, 80%, 90% | 70%, 80%, 90% |
| Annual reimbursement limit | $2,500 / $5,000 / $10,000 / No annual limit | $2,500 / $5,000 / $10,000 / No annual limit | $2,500 / $5,000 / $10,000 / No annual limit |
| Deductible (annual or per claim) | N.C. | N.C. | N.C. |
| Age limits for enrollment | N.C. | N.C. | N.C. |
| Pre-enrollment health questionnaire | N.C. | N.C. | N.C. |
| Waiting periods (accident / illness) | 3 days / 14 days | 3 days / 14 days | 3 days / 14 days |
| Lifetime coverage | N.C. | N.C. | N.C. |
| Consultations | Optional add-on | Optional add-on | Optional add-on |
| Medications | N.C. | N.C. | N.C. |
| Hospitalization | Yes | Yes | Yes |
| Surgery | Yes | Yes | Yes |
| Diagnostic tests (imaging, labs) | Yes | Yes | Yes |
| Dental care | No (preventive dental excluded) | Yes (preventive dental included) | Yes (preventive dental included) |
| Preventive care | No (base plan excludes wellness) | Yes (Essential Wellness) | Yes (Best Wellness) |
| Alternative medicine | Optional add-on | Optional add-on | Optional add-on |
| Travel coverage | N.C. | N.C. | N.C. |
| Civil liability | N.C. | N.C. | N.C. |
| Euthanasia | N.C. | N.C. | N.C. |
| Death & cremation coverage | Cremation: No; Death: N.C. | Cremation: No; Death: N.C. | Cremation: No; Death: N.C. |
| Theft or loss + search expenses | N.C. | N.C. | N.C. |
| Boarding fees | No | No | No |
Aetna’s exclusions emphasize a stringent pre‑existing condition standard with an 18‑month look‑back: any condition present during that period or during waiting periods will not be covered, and bilateral or related chronic conditions are encompassed by this rule. Routine and preventive services (vaccinations, parasite control, routine dental prophylaxis, spaying/neutering and other elective procedures) are excluded from the base plan and require purchase of a wellness add‑on to become payable; dental exclusions and limitations on endodontic or periodontal work can further restrict dental reimbursement.
Other standard exclusions and limits include experimental or investigational therapies, alternative/holistic treatments unless specifically included via supplemental benefits, costs related to breeding or racing activities, behavioral training not provided by a licensed veterinarian, and non‑medical or administrative expenses (boarding, transport/ambulance, cremation, taxes, and administrative fees). Key practical limitations for buyers are the reliance on optional riders to obtain common preventive or exam benefits, the potentially large financial exposure if lower annual limits or reimbursement rates are chosen, and the broad pre‑existing condition definition which materially affects coverage for pets with prior health history.
Aetna Exclusions
Aetna’s pet insurance excludes a broad set of medical items centered on pre‑existing and chronic conditions, with an explicit look‑back that treats conditions present in the 18 months before policy start (including bilateral and intervertebral disc conditions) as ineligible for coverage.
Experimental or non‑standard therapies, prescription medicines outside the insurer’s formulary, and many advanced or adjunct treatments are excluded or only payable if a specific supplemental benefit is purchased.
Breeding, pregnancy and birth‑related costs, behavioral training, intentional or owner‑caused injuries, and injuries from racing or similar activities are not covered, and routine administrative or non‑medical costs (boarding, transport/ambulance, cremation/burial, administrative fees) are likewise excluded.
| Exclusions | Details |
|---|---|
| Medical exclusions | Pre‑existing conditions (any condition present or showing signs during the 18 months before policy start or during waiting periods); chronic and bilateral conditions treated as pre‑existing; intervertebral disc conditions if evidence existed prior to coverage. |
| Specific treatment exclusions | Experimental or investigational therapies; alternative/holistic treatments and stem‑cell procedures unless a purchased supplemental benefit applies; prescription medications not on the insurer’s formulary; rehabilitation and modalities (acupuncture, chiropractic) only if supplemental benefit purchased. |
| Reproductive & breeding exclusions | All costs related to breeding, pregnancy, whelping, and birth; elective reproductive procedures. |
| Behavioral & training exclusions | Behavioral training and behavioral-condition treatments excluded unless a specific supplemental benefit is purchased; routine behavioral training costs not covered. |
| Owner‑related & activity exclusions | Injuries or illnesses resulting from intentional acts by the owner, persistent neglect, failure to follow a veterinarian’s advice, or participation in organized racing/guarding/fighting. |
| Non‑medical & administrative exclusions | Administrative fees, boarding fees, transport/ambulance costs, non‑medical supplies (bedding, foods, supplements), cremation and burial, and other non‑veterinary expenses. |
| Catastrophic & external events exclusions | Losses arising from nuclear events, war, civil commotion, or similar declared catastrophic events. |
Aetna Prices
Aetna is positioned largely in the mid‑range segment of the pet insurance market, offering customizable Accident & Illness coverage with optional wellness add‑ons. Competitiveness depends on the combination you choose: higher reimbursement percentages and lower deductibles increase monthly premiums, while larger annual coverage limits push a plan toward the premium end of the spectrum.
Reimbursement rates (70%–90%), deductible choices, and annual limit selections are the main levers that determine value for money. Owners seeking lower out‑of‑pocket exposure will typically pay more in premiums for higher reimbursement and larger or uncapped annual limits; conversely, higher deductibles and lower limits reduce cost but shift more risk to the policyholder.
Key differentiators include modular wellness options and the ability for claims to be handled through digital channels with direct payment to participating veterinarians, which can streamline cost handling and reduce administrative friction. Compared with more traditional players, Aetna’s offering emphasizes configurability and add‑on services rather than a single all‑inclusive product, which shapes its relative pricing profile without implying a recommendation.
To help you find the best match between your needs and budget, compare the monthly estimated prices below.
| Profile of the animal | Accident & Illness Plan | Accident & Illness Plan + Essential Wellness | Accident & Illness Plan + Best Wellness |
|---|---|---|---|
| Dog Labrador 1 year | $64.05 | $80.05 | $90.05 |
| Dog Labrador 3 years | $64.05 | $80.05 | $90.05 |
| Dog Labrador 7 years | $125.61 | $141.61 | $151.61 |
| Dog Australian Shepherd 1 year | $45.16 | $61.16 | $71.16 |
| Dog Australian Shepherd 3 years | $45.16 | $61.16 | $71.16 |
| Dog Australian Shepherd 7 years | $69.56 | $85.56 | $95.56 |
| Dog French Bulldog 1 year | $104.81 | $120.81 | $130.81 |
| Dog French Bulldog 3 years | $104.81 | $120.81 | $130.81 |
| Dog French Bulldog 7 years | $205.53 | $221.53 | $231.53 |
| Cat European Shorthair 1 year | $24.70 | $40.70 | $50.70 |
| Cat European Shorthair 3 years | $24.70 | $40.70 | $50.70 |
| Cat European Shorthair 7 years | $38.04 | $54.04 | $64.04 |
| Cat Maine Coon 1 year | $31.34 | $47.34 | $57.34 |
| Cat Maine Coon 3 years | $31.34 | $47.34 | $57.34 |
| Cat Maine Coon 7 years | $56.11 | $72.11 | $82.11 |
| Cat British Shorthair 1 year | $28.04 | $44.04 | $54.04 |
| Cat British Shorthair 3 years | $28.04 | $44.04 | $54.04 |
| Cat British Shorthair 7 years | $38.27 | $54.27 | $64.27 |
Aetna promo codes
| Aetna Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
How Aetna reimbursements are calculated
Reimbursements with Aetna are calculated by subtracting your annual deductible from eligible veterinary expenses, then applying your chosen reimbursement percentage (here shown at 90% for the highest‑tier option).
✅ Example 1: Consultation and medication for allergic dermatitis
Total vet costs: $300 (consultation $150 + medication $150)
Deductible amount to subtract: $100 (annual deductible selected)
Amount reimbursable after deductible with the Preferred plan at 90%: $300 – $100 = $200
90% of that amount reimbursed: $200 × 90% = $180
Remaining out-of-pocket cost: $300 – $180 = $120
👉 You receive a reimbursement of $180.
ℹ️ _The medical deductible is applied once per policy year; subsequent eligible claims that year are not reduced by the deductible again._
✅ Example 2: Cruciate ligament repair (TPLO surgery)
Total vet costs: $6,800 (surgery $5,900 + anesthesia $400 + hospitalization $400 + meds/rehab $100)
Deductible amount to subtract: $0 (deductible already met earlier in the policy year)
Amount reimbursable after deductible with the Preferred plan at 90%: $6,800 – $0 = $6,800
90% of that amount reimbursed: $6,800 × 90% = $6,120
Remaining out-of-pocket cost: $6,800 – $6,120 = $680
👉 You receive a reimbursement of $6,120.
ℹ️ _Major procedures are paid against your annual limit; selecting a high or no annual limit prevents large claims from exhausting your coverage._
✅ Example 3: Annual wellness package (vaccinations, heartworm test, fecal)
Total vet costs: $250 (vaccines $100 + lab tests $80 + preventive meds $70)
Deductible amount to subtract: $0 (wellness services covered only if Wellness Rider is purchased)
Amount reimbursable after deductible with the Preferred plan + Wellness at 90%: $250 – $0 = $250
90% of that amount reimbursed: $250 × 90% = $225
Remaining out-of-pocket cost: $250 – $225 = $25
👉 You receive a reimbursement of $225.
ℹ️ _Wellness coverage requires the optional Wellness Rider and may have its own annual caps or per‑service limits; confirm Wellness limits when enrolling._
Aetna Assistance
Aetna’s pet insurance assistance, administered through Pets Best, provides a practical direct‑pay option that can allow participating veterinarians to bill the insurer directly, reducing or eliminating the need for owners to front treatment costs.
Policyholders can submit claims via the Pets Best online customer portal, enabling largely paperless claim initiation and the possibility of direct deposit reimbursements, although customer feedback indicates variability in processing speed.
There is no dedicated 24/7 emergency veterinary hotline or teleconsultation service included, which limits immediate clinical guidance for after‑hours situations.
The assistance model relies on ad‑hoc direct‑pay arrangements with participating clinics rather than a guaranteed in‑network system, so owners should confirm payment agreements with their veterinarian at the point of care.
| Assistance Aetna | Available? | Details |
|---|---|---|
| Advance payment | ✅ | Direct pay to veterinarian available when the vet has an arrangement with Pets Best. Allows the clinic to bill the insurer directly to reduce owner upfront costs. |
| Payment facilities | ❌ | No installment or multi‑payment plans are indicated. |
| Mobile app | ✅ | Mobile app and online portal available for account management and claim tracking. Ratings: N.C. |
| Paperless claims process | ✅ | Claims can be submitted via the Pets Best online customer portal. Reimbursements can be issued by direct deposit. |
| Emergency vet service | ❌ | No dedicated 24/7 emergency veterinary hotline or teleconsultation is provided. |
| Vet/clinic partner network | ✅ | Direct‑pay arrangements exist with participating veterinarians. Availability depends on vet agreement; not a guaranteed universal in‑network program. |
| Coverage abroad | ❌ | Care abroad is not communicated. No standard provision for routine coverage of incidents occurring outside the United States. |
Allows the clinic to bill the insurer directly to reduce owner upfront costs.
Ratings: N.C.
Reimbursements can be issued by direct deposit.
Availability depends on vet agreement; not a guaranteed universal in‑network program.
No standard provision for routine coverage of incidents occurring outside the United States.
Customer reviews of Aetna
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.3/5 (230 reviews) |
A subset of customers praise individual representatives who provided helpful, patient guidance during enrollment or claim inquiries, and some accounts highlight clear explanations of plan options and occasional prompt reimbursements that met expectations. Positive interactions tend to center on specific agents or isolated smooth claim experiences rather than uniform service across all customers.
At the same time, many reviewers report frustration with customer service accessibility, delays in claim resolution, and instances of billing or administrative errors that required repeated follow‑ups; difficulties around claim denials and unclear explanations of exclusions also recur in feedback. These concerns suggest variability in service consistency and communication that prospective policyholders should weigh when comparing options.
There are no pet-insurance-specific customer reviews available to illustrate here, so examples cannot be provided.
Contact Aetna
| Aetna Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. You can also begin the online enrollment process via the Pets Best customer portal or the insurer's online quote flow. N.C. |
| To request and track a reimbursement | Submit your claim through the Pets Best customer portal (www.PetsBest.com/customerportal) or by submitting required claim forms; include the itemized veterinary invoice and relevant medical records with each submission. Track claim status in your online account or by contacting customer service by phone. Deadlines for filing claims: N.C. Reimbursement method: direct deposit or check, and claims may be paid directly to the veterinarian if an arrangement exists. |
| To obtain a certificate of insurance | Request a certificate via the Pets Best customer portal or by contacting Aetna customer service by phone at 877-738-7237; provide your policy number, policyholder name, and pet details to process the request. Electronic delivery by email or via your online account is commonly used when available. Specific channel addresses or email for certificate requests: N.C. |
| To contact assistance | Phone: 877-738-7237 for policyholder support; Underwriting/partner contact: 877-589-1841. Online: Pets Best customer portal at www.PetsBest.com/customerportal for account access, claims, and documents. Postal correspondence can be sent to Pets Best Insurance Services, LLC, 10840 Ballantyne Commons Parkway, Charlotte, NC 28277; other direct email addresses for general support: N.C. |
| To cancel my policy | To cancel, contact customer service by phone or submit a written cancellation request through your online account or by mail; provide your policy number, policyholder name, and the desired effective cancellation date. Required supporting documentation or formal written notice procedures: N.C. Deadlines and refund conditions: N.C. |
FAQ
Do I have to pay upfront for veterinary fees with Aetna?
Aetna policies are administered by Pets Best and direct‑to‑vet payment is available when your veterinarian participates in a direct‑pay arrangement. Inform the clinic at check‑in and provide your policy details so the clinic can bill Pets Best for covered charges. If direct pay is not available you will pay the clinic and submit a claim for reimbursement. Reimbursements are typically issued by direct deposit or check once the claim is processed.
How do I cancel my pet insurance policy with Aetna?
Contact Pets Best customer care by phone, use your online customer portal, or send written notice to the administrator address with your policy number and policyholder name. State the desired effective cancellation date when you request termination. Keep a copy of your cancellation request and any confirmation you receive for your records. Notice period and refund conditions are N.C. for specific cases.
What are the waiting periods for accident and illness coverage?
Accident coverage typically has a short waiting period of 3 days from the policy effective date. Illness coverage carries a 14‑day waiting period before illness claims are eligible. Certain orthopedic events, such as cruciate ligament incidents, are subject to a 6‑month waiting period. These waiting periods apply from the policy start date unless otherwise specified in your contract.
How do reimbursement rates, deductibles, and annual limits work?
You choose an annual deductible and a reimbursement percentage (commonly 70%, 80%, or 90%) at enrollment; the deductible is applied annually. After the deductible is met, eligible charges are reimbursed at your chosen percentage up to your annual limit. Annual maximums are customizable (for example $2,500, $5,000, $10,000, or no annual limit). Out‑of‑pocket cost depends on the deductible, reimbursement rate, and the selected annual limit.
How do I submit and track a claim for reimbursement?
File claims through the Pets Best online customer portal or by submitting the required claim forms with an itemized veterinary invoice and any supporting medical records. You can monitor claim status in your online account or by contacting customer care by phone. Reimbursement is paid by direct deposit or check, and Pets Best can pay the vet directly when a clinic participates in direct pay arrangements. Specific claim submission deadlines are N.C. for individual cases.
What is not covered by Aetna pet insurance?
Pre‑existing conditions (including chronic, bilateral, and prior IVDD incidents) are excluded from coverage. Preventive and routine care—wellness exams, vaccinations, parasite prevention—and routine dental prophylaxis are not covered under the base plan unless you purchase a wellness add‑on. Elective or cosmetic procedures, breeding and pregnancy costs, non‑formulary medications, and many administrative or non‑medical fees (boarding, transport) are also excluded. Some alternative or experimental therapies are excluded unless available through a specific supplemental benefit.
Do I have to pay upfront for veterinary fees with Aetna?
Aetna policies are administered by Pets Best and direct‑to‑vet payment is available when your veterinarian participates in a direct‑pay arrangement. Inform the clinic at check‑in and provide your policy details so the clinic can bill Pets Best for covered charges. If direct pay is not available you will pay the clinic and submit a claim for reimbursement. Reimbursements are typically issued by direct deposit or check once the claim is processed.
How do I cancel my pet insurance policy with Aetna?
Contact Pets Best customer care by phone, use your online customer portal, or send written notice to the administrator address with your policy number and policyholder name. State the desired effective cancellation date when you request termination. Keep a copy of your cancellation request and any confirmation you receive for your records. Notice period and refund conditions are N.C. for specific cases.
What are the waiting periods for accident and illness coverage?
Accident coverage typically has a short waiting period of 3 days from the policy effective date. Illness coverage carries a 14‑day waiting period before illness claims are eligible. Certain orthopedic events, such as cruciate ligament incidents, are subject to a 6‑month waiting period. These waiting periods apply from the policy start date unless otherwise specified in your contract.
How do reimbursement rates, deductibles, and annual limits work?
You choose an annual deductible and a reimbursement percentage (commonly 70%, 80%, or 90%) at enrollment; the deductible is applied annually. After the deductible is met, eligible charges are reimbursed at your chosen percentage up to your annual limit. Annual maximums are customizable (for example $2,500, $5,000, $10,000, or no annual limit). Out‑of‑pocket cost depends on the deductible, reimbursement rate, and the selected annual limit.
How do I submit and track a claim for reimbursement?
File claims through the Pets Best online customer portal or by submitting the required claim forms with an itemized veterinary invoice and any supporting medical records. You can monitor claim status in your online account or by contacting customer care by phone. Reimbursement is paid by direct deposit or check, and Pets Best can pay the vet directly when a clinic participates in direct pay arrangements. Specific claim submission deadlines are N.C. for individual cases.
What is not covered by Aetna pet insurance?
Pre‑existing conditions (including chronic, bilateral, and prior IVDD incidents) are excluded from coverage. Preventive and routine care—wellness exams, vaccinations, parasite prevention—and routine dental prophylaxis are not covered under the base plan unless you purchase a wellness add‑on. Elective or cosmetic procedures, breeding and pregnancy costs, non‑formulary medications, and many administrative or non‑medical fees (boarding, transport) are also excluded. Some alternative or experimental therapies are excluded unless available through a specific supplemental benefit.
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