PetPartners Pet Insurance 2025: Honest Review of Plans, Costs & Claims
Our expert's opinion on PetPartners
PetPartners offers a customizable pet insurance policy underwritten by Independence American Insurance Company, with a menu-style structure that allows US pet owners to tailor accident, illness, hereditary, routine care, and behavioral health protections for dogs and cats. Its base plan (CompanionCare) features flexible annual and per-incident limits, deductibles, and coinsurance; wellness options such as Defender/DefenderPlus add preventive coverage for exams, vaccines, dental, and sterilization, while other riders address end-of-life, congenital issues, reproductive care, and alternative therapies. PetPartners tends to fall between low-cost, no-frills insurers and highly-premium, full-spectrum providers, standing out by letting owners control plan parameters rather than applying a fixed limit or percentage structure. This makes PetPartners attractive to owners of young and middle-aged pets wishing to balance coverage and price, though older pets and those insuring animals later in life are less well-served due to strict age limitations on illness coverage. Backed by Independence American Insurance Company with US-wide operations, PetPartners remains financially stable, yet its Trustpilot rating is 2.9/5 (14 reviews), with feedback split between fast claims support and dissatisfaction with recent tightening of coverage, especially for pets over 5 or 9 years. Claims are generally processed efficiently, with several reports of reimbursements within a week.
- ✅Highly customizable limits, deductibles, and coverage add-ons
- ✅Covers pre-existing conditions after 12 months of continuous coverage
- ✅Wellness and hereditary/congenital options available
- ✅Fast claims processing reported (as little as 1 week)
- ✅24/7 vet helpline and app for digital management
- ✅Direct payment available to some vets
- ✅Well-defined coverage for standard accidents and illness
- ❌No illness coverage for dogs enrolled after 5 or any pet after age 9
- ❌Recent negative policy changes and tighter restrictions
- ❌Average Trustpilot rating (2.9/5, 14 reviews), mixed satisfaction
- ❌Premiums may increase after claims or annually
- ❌Many exclusions unless optional riders added
- ✅Highly customizable limits, deductibles, and coverage add-ons
- ✅Covers pre-existing conditions after 12 months of continuous coverage
- ✅Wellness and hereditary/congenital options available
- ✅Fast claims processing reported (as little as 1 week)
- ✅24/7 vet helpline and app for digital management
- ✅Direct payment available to some vets
- ✅Well-defined coverage for standard accidents and illness
Our expert's opinion on PetPartners
ScorePetPartners offers a customizable pet insurance policy underwritten by Independence American Insurance Company, with a menu-style structure that allows US pet owners to tailor accident, illness, hereditary, routine care, and behavioral health protections for dogs and cats. Its base plan (CompanionCare) features flexible annual and per-incident limits, deductibles, and coinsurance; wellness options such as Defender/DefenderPlus add preventive coverage for exams, vaccines, dental, and sterilization, while other riders address end-of-life, congenital issues, reproductive care, and alternative therapies. PetPartners tends to fall between low-cost, no-frills insurers and highly-premium, full-spectrum providers, standing out by letting owners control plan parameters rather than applying a fixed limit or percentage structure. This makes PetPartners attractive to owners of young and middle-aged pets wishing to balance coverage and price, though older pets and those insuring animals later in life are less well-served due to strict age limitations on illness coverage. Backed by Independence American Insurance Company with US-wide operations, PetPartners remains financially stable, yet its Trustpilot rating is 2.9/5 (14 reviews), with feedback split between fast claims support and dissatisfaction with recent tightening of coverage, especially for pets over 5 or 9 years. Claims are generally processed efficiently, with several reports of reimbursements within a week.
- ✅Highly customizable limits, deductibles, and coverage add-ons
- ✅Covers pre-existing conditions after 12 months of continuous coverage
- ✅Wellness and hereditary/congenital options available
- ✅Fast claims processing reported (as little as 1 week)
- ✅24/7 vet helpline and app for digital management
- ✅Direct payment available to some vets
- ✅Well-defined coverage for standard accidents and illness
- ❌No illness coverage for dogs enrolled after 5 or any pet after age 9
- ❌Recent negative policy changes and tighter restrictions
- ❌Average Trustpilot rating (2.9/5, 14 reviews), mixed satisfaction
- ❌Premiums may increase after claims or annually
- ❌Many exclusions unless optional riders added
- ✅Highly customizable limits, deductibles, and coverage add-ons
- ✅Covers pre-existing conditions after 12 months of continuous coverage
- ✅Wellness and hereditary/congenital options available
- ✅Fast claims processing reported (as little as 1 week)
- ✅24/7 vet helpline and app for digital management
- ✅Direct payment available to some vets
- ✅Well-defined coverage for standard accidents and illness
- PetPartners Guarantees
- PetPartners Exclusions
- PetPartners Pricing
- PetPartners Assistance
- Customer reviews on PetPartners
- Contact PetPartners
- FAQ
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At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies on the market every year to provide you with a reliable and unbiased analysis. Thanks to this rigorous approach, over one million users in the US trust us each month to guide them in their most important financial decisions.
PetPartners Guarantees
PetPartners offers highly customizable plans built around core accident and illness coverage, with annual limits, deductible, and coinsurance set by the policyholder and a range of optional add-ons—such as preventive care, hereditary condition coverage, alternative therapy, exam fees, and more. Standout strengths include efficient claims processing, a 24/7 vet helpline, and unique features like coverage for certain pre-existing conditions after one year of continuous enrollment and flexible preventive care reimbursement. However, a notable weakness is the lack of illness coverage for newly insured dogs over age 5 and for any pet 9 or older, as well as a sharp rise in premiums after claims or with age, and several exclusions for hereditary, dental, and routine care unless paid add-ons are selected.
| Name of coverage | CompanionCare (Base Plan) & Optional Add-Ons |
|---|---|
| Plan positioning | Tailored plans: accident/illness base, add-ons available |
| Type of coverage (accident, illness, both, etc.) | Accident & illness; accident-only and illness-only (per selection) |
| Animals covered (dogs, cats, other) | Dogs and cats |
| Reimbursement rate (%) | Choice of 70%, 80%, or 90% |
| Annual reimbursement limit | Choice: $2,500 to Unlimited (per pet/per year) |
| Deductible (annual or per claim) | Customizable: $100–$1,000 (annual deductible, per pet) |
| Age limits for enrollment (for dogs and cats) | Dogs: 8 weeks–9 years (illness: <5 for dogs, <9 for cats) |
| Pre-enrollment health questionnaire | Not required, but prior vet records may be needed |
| Waiting period (illness) | 14 days (365 days for pre-existing; 180 days for IVDD) |
| Waiting period (accident) | 2 days (180 days for cruciate ligament issues) |
| Lifetime coverage once subscribed | ✅ (Continuous renewal required) |
| Vet consultations (regular + emergency) | Exam fees excluded by default; add-on (ExamPlus) covers them |
| Medications | ✅ (Prescription only) |
| Hospitalization | ✅ (All covered conditions) |
| Surgery (including anesthesia) | ✅ (Covered if medically necessary) |
| Diagnostic tests (X-ray, MRI, ultrasound, lab tests) | ✅ (Reasonable & customary limits) |
| Dental care (includes scaling and procedures) | Accident extractions included; routine cleanings (DefenderPlus option) |
| Preventive care package (vaccines, antiparasitics, spaying/neutering, ID/microchipping) | ✅ (Defender/DefenderPlus, up to benefit schedule limits) |
| Alternative medicine (osteopathy, acupuncture, etc.) | ✅ (AlternativePlus option, after 30-day waiting period) |
| Travel coverage (countries included, duration) | US, Canada, and US territories only |
| Civil liability | ❌ (Not included) |
| Euthanasia | ✅ (Medically necessary, illness/accident only) |
| Death & cremation coverage | ✅ (End-of-life add-on, up to $300/event; option SupportPlus) |
| Theft or loss of pet + search expenses | ❌ (Not included) |
| Boarding fees (if owner is hospitalized) | ❌ (Not included) |
Good to know
Some add-ons, like hereditary/congenital, alternative, or breeder coverage, have maximum age limits and/or specific waiting periods. Adjustable annual and per-incident limits let you control premium and coverage levels. Pre-existing conditions may be eligible for future coverage after 365 days symptom-free and continuously enrolled. Claims must be submitted within 180 days of treatment for consideration. Discounts or options may vary by state.
For the best value, take a moment to compare PetPartners' coverage options before choosing your plan.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!PetPartners Exclusions
The exclusion list for PetPartners is comprehensive and includes many standard limitations, such as pre-existing conditions, bilateral illness exclusions, elective and cosmetic procedures, and many routine or preventive care services unless optional wellness packages are selected.
A notable exclusion is the lack of illness coverage for dogs enrolled after age 5 and for any pet 9 years or older, a strict policy more severe than many competitors.
Another important point is that congenital or hereditary conditions are excluded by default (unless the HereditaryPlus add-on is chosen) and that only accidents permit coverage for dental extractions; most dental treatment, routine cleaning, and preventive procedures are not covered in base plans.
Additional exclusions include experimental treatments, nonessential euthanasia or disposal, behavioral problems (without the AlternativePlus option), costs due to lack of compliance with preventive care, and care outside the US/Canada.
| Exclusions | Details |
|---|---|
| Medical exclusions |
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| Geographic exclusions |
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| Circumstantial exclusions |
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| Administrative exclusions |
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| Identification and compliance |
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- Pre-existing illnesses or injuries
- Bilateral and recurring conditions
- Illness coverage denied for dogs enrolled >5 years and all pets ≥9 years
- Hereditary/congenital diseases (except add-on)
- Preventive, routine, or wellness care (except add-on)
- Dental treatment except accident extraction or dental add-on
- Alternative therapies and behavioral treatment (except add-on)
- Obesity treatment (if no underlying disease)
- Reproduction, pregnancy, and birth costs (except add-on)
- Experimental treatments, prosthetics, or organ transplants
- Complications of non-covered conditions
- Care received outside the United States, US territories, possessions, or Canada.
- Acts due to neglect, intentional injury, avoidable accident
- War, riot, radioactive or catastrophic events
- Change of ownership terminates coverage
- Prepaid charges or unperformed services
- Charges for administrative work, taxes, waste, shipping, or paperwork
- Late claim submissions (after 180 days)
- Incomplete documentation for reimbursement
- Lack of compliance with required vaccinations and vet exams
- Claims for pets without a valid policy or up-to-date pet records
PetPartners Pricing
PetPartners demonstrates a competitive price positioning for pet insurance in the US market, particularly when compared to major national providers.
While offering customizable deductibles, reimbursement rates, and annual limits, the base coverage is moderately priced and reflects the range of coverage selected, with premiums rising as more comprehensive options or add-ons are chosen.
The absence of automatic illness coverage for older pets and a lack of bundled premium extras helps keep monthly costs affordable for many standard-risk profiles.
As a digitally oriented player with online claims and flexible plan management, PetPartners controls administrative costs and passes much of this efficiency to the customer through lower base rates, especially for younger pets and basic accident/illness protection.
For pet owners seeking both competitive pricing and coverage flexibility, PetPartners is best classified as mid-range, with affordability increasing the more selectively the coverage is tailored.
| CompanionCare (Base Plan) | With Add-ons (Wellness, Hereditary, Exam, etc.) | |
|---|---|---|
| Young cat (2–4 years) | $19/month | $28–$35/month |
| Senior cat (7–8 years) | $24/month | $36–$42/month |
| Small breed dog | $28/month | $38–$48/month |
| Small breed dog (2–4 years) | $23/month | $32–$43/month |
| Large breed dog (2–4 years) | $32/month | $45–$58/month |
| Senior dog (7–8 years) | $38/month | $54–$66/month |
Take a moment to compare PetPartners plans by pet type and age to find the best value for your needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!PetPartners Promo Codes
| PetPartners 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 much will I be reimbursed with PetPartners?
PetPartners reimburses you according to your chosen plan’s co-insurance and deductible, making it easy to plan and budget for your pet’s care.
✅ Example 1: Removal of a swallowed foreign object (dog)
Total veterinary cost: $1,800 (consultation, X-ray, surgery, medications)
Deductible amount to subtract: $250 (first claim of the year)
Amount eligible after deductible: $1,800 – $250 = $1,550
Reimbursed at 90% with the highest-tier plan: $1,550 × 90% = $1,395
👉 You receive a reimbursement of $1,395.
ℹ️ On the Elite plan, your deductible only applies once per year, maximizing your benefits for future claims.
✅ Example 2: Overnight hospitalization for pancreatitis (cat)
Total vet costs: $2,000 (hospitalization, IV fluids, daily rounds, medication)
Deductible already met earlier in the year
Amount reimbursed at 90%: $2,000 × 90% = $1,800
👉 You receive a reimbursement of $1,800.
Your out-of-pocket is just $200 for a major, multi-day hospitalization under the top PetPartners plan.
✅ Example 3: Wellness checkup and core vaccinations (dog, DefenderPlus add-on)
Total vet costs: $180 (wellness exam $50, rabies vaccine $30, parasite prevention $100)
No deductible applies for preventive care under DefenderPlus
Annual wellness benefit reimburses amounts as per schedule: $50 (exam) + $15 (vaccine) + $80 (parasite prevention) = $145 reimbursed
👉 You receive a reimbursement of $145.
ℹ️ Preventive care limits apply per benefit and reset each policy year with DefenderPlus.
PetPartners Assistance
| Assistance PetPartners | Available? | Details |
|---|---|---|
| Advance payment | ❌ | No advance payment service such as Payvet or Carecredit is available. Pet owners must pay providers upfront and file claims for reimbursement. |
| Payment facilities | ❌ | No option for paying insurance premiums in installments without fees is mentioned. |
| Mobile app | ✅ | TailTrax mobile app for iOS and Android. Allows claims submission, pet health record management, digital policy access, and some community features. App user ratings: N.C. |
| Paperless claims process | ✅ | Claims can be submitted online or via the TailTrax app. Process is digital; paperwork is minimized. |
| Emergency vet service | ✅ | 24/7 veterinary helpline is included, offering policyholders phone or chat access to licensed vet professionals. |
| Vet/clinic partner network | ❌ | No preferred or restricted network: coverage applies at any licensed US veterinarian, but there is no list of approved partners or discounted clinics. |
| Coverage abroad | ✅ | Pets are covered in the US, US territories, possessions, and Canada. Coverage abroad is limited to Canada and is subject to documents and policy terms. |
Customer reviews on PetPartners
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 2.9/5 (14 reviews) |
We analyzed reviews from the sites listed above.
On the positive side, customers who subscribed to PetPartners for their pets often mention:
- An excellent and attentive customer service: specific agents are praised for their patience, professionalism, and helpfulness.
- A fast and efficient claims reimbursement process: some policyholders report receiving reimbursements within a week.
- A useful 24/7 vet helpline is appreciated by customers seeking round-the-clock support.
- A transparent and easy-to-use app for managing claims and pet records.
- Reassurance during times of pet illness or emergencies, thanks to supportive staff.
On the negative side:
- A denial of illness coverage for older pets (particularly dogs insured after 5 or 9 years old) frustrates many policyholders.
- A noticeable premium increase after claims leads to disappointment over price stability.
- A general dissatisfaction appears regarding recent coverage changes and stricter eligibility, especially for illnesses.
- A rejection of claims related to pre-existing conditions or disputes about the start of coverage is frequently cited.
- A lack of response to negative reviews is viewed as a lack of engagement from the company.
Contact PetPartners
| PetPartners 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. |
| To request and track a reimbursement | Submit a claim form with detailed invoices and supporting documents within 180 days of treatment. Claims may be sent by email to [email protected], by fax to 1-919-859-8193, or by mail to: PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150. You may also use the online portal if available. Payments are typically made by direct deposit or mailed check; standard processing time is about 7–14 business days once all documents are received. |
| To obtain a certificate of insurance | Request directly by calling 1-866-774-1113 or emailing [email protected]. Include your policy number and your full name for quick processing. Alternatively, mail your request to: PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150. |
| To contact assistance | For any questions or support, call the customer service line at 1-866-774-1113, email [email protected], or write to: PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150. A 24/7 vet helpline is available to policyholders for medical guidance. |
| To cancel my policy | Submit your cancellation request in writing by email ([email protected]), by mail (PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150), or by calling 1-866-774-1113. Include your policy number, full name, and requested termination date. No minimum notice is required, but a written request is needed; any unused premium will be refunded on a pro-rata basis. If within 30 days of your first policy, you may be eligible for a full refund if no claims were paid. |
Claims may be sent by email to [email protected], by fax to 1-919-859-8193, or by mail to: PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150.
You may also use the online portal if available.
Payments are typically made by direct deposit or mailed check; standard processing time is about 7–14 business days once all documents are received.
Include your policy number and your full name for quick processing.
Alternatively, mail your request to: PetPartners, Inc., PO Box 2150, Buffalo, NY 14240-2150.
A 24/7 vet helpline is available to policyholders for medical guidance.
Include your policy number, full name, and requested termination date.
No minimum notice is required, but a written request is needed; any unused premium will be refunded on a pro-rata basis.
If within 30 days of your first policy, you may be eligible for a full refund if no claims were paid.
FAQ
Do I have to pay upfront for veterinary fees with PetPartners?
Yes, in most cases you must pay your veterinarian directly at the time of treatment. Afterward, you can submit a claim to PetPartners for reimbursement. There is no automatic direct billing system to the vet except for preapproved arrangements, so always be prepared to pay upfront and then get reimbursed according to your policy.
How do I cancel my pet insurance policy with PetPartners?
You can cancel your PetPartners policy at any time by submitting a written request via email, mail, or by calling customer service. No minimum notice period is required. Be sure to include your policy number and your full name. If you cancel within 30 days of enrollment and no claim has been paid, you may get a full refund.
What veterinary treatments does PetPartners pet insurance cover?
PetPartners plans generally cover accidents, illnesses, surgeries, hospitalizations, prescription medications, some diagnostics, and more. Optional add-ons are available for hereditary conditions, preventive care, dental cleaning, alternative therapies, and certain end-of-life expenses. Routine and preventive care require a Defender or DefenderPlus option.
Does PetPartners have waiting periods before coverage begins?
Yes, there are waiting periods for most plans: 14 days for illnesses, 2 days for accidents, and 180 days for select orthopedic conditions like IVDD or cruciate ligament injuries. Preventive care, hereditary and alternative therapy options may each have their own additional waiting periods.
How do I file a claim and how long does reimbursement take?
You must submit a completed claim form and all detailed invoices within 180 days of treatment. Claims can be filed by email, fax, mail, or through the customer portal. Once all documents are received, reimbursements are typically processed within 7–14 business days and can be paid by direct deposit or mailed check.
Does PetPartners cover pre-existing conditions?
PetPartners does not cover pre-existing conditions. However, if your pet is symptom-free and requires no treatment for a full year, some pre-existing conditions may become eligible for future coverage. Chronic pre-existing issues generally remain excluded throughout the entire policy.
Do I have to pay upfront for veterinary fees with PetPartners?
Yes, in most cases you must pay your veterinarian directly at the time of treatment. Afterward, you can submit a claim to PetPartners for reimbursement. There is no automatic direct billing system to the vet except for preapproved arrangements, so always be prepared to pay upfront and then get reimbursed according to your policy.
How do I cancel my pet insurance policy with PetPartners?
You can cancel your PetPartners policy at any time by submitting a written request via email, mail, or by calling customer service. No minimum notice period is required. Be sure to include your policy number and your full name. If you cancel within 30 days of enrollment and no claim has been paid, you may get a full refund.
What veterinary treatments does PetPartners pet insurance cover?
PetPartners plans generally cover accidents, illnesses, surgeries, hospitalizations, prescription medications, some diagnostics, and more. Optional add-ons are available for hereditary conditions, preventive care, dental cleaning, alternative therapies, and certain end-of-life expenses. Routine and preventive care require a Defender or DefenderPlus option.
Does PetPartners have waiting periods before coverage begins?
Yes, there are waiting periods for most plans: 14 days for illnesses, 2 days for accidents, and 180 days for select orthopedic conditions like IVDD or cruciate ligament injuries. Preventive care, hereditary and alternative therapy options may each have their own additional waiting periods.
How do I file a claim and how long does reimbursement take?
You must submit a completed claim form and all detailed invoices within 180 days of treatment. Claims can be filed by email, fax, mail, or through the customer portal. Once all documents are received, reimbursements are typically processed within 7–14 business days and can be paid by direct deposit or mailed check.
Does PetPartners cover pre-existing conditions?
PetPartners does not cover pre-existing conditions. However, if your pet is symptom-free and requires no treatment for a full year, some pre-existing conditions may become eligible for future coverage. Chronic pre-existing issues generally remain excluded throughout the entire policy.
