Pets Best Pet Insurance Review 2025: Is It Worth It?
Our expert's opinion on Pets Best
Pets Best offers a flexible Accident & Illness policy with optional wellness add-ons, lifetime coverage, and a network of support services designed for routine and emergency veterinary care.
Pets Best's Accident & Illness plans are highly customizable, with annual limits ranging from $2,500 to No Limit, reimbursement options of 70%, 80% or 90%, deductibles from $50 to $1,000, lifetime cover and two wellness tiers (Essential and Best) plus optional exam-fee and alternative-medicine add-ons; compared with main competitors it emphasizes flexibility in limits and wellness choices and aims for competitive, tiered pricing that balances affordable entry-level options with higher-limit protection for owners seeking more coverage.
Best suited for owners of young to middle-aged dogs and cats who want tailored limits, optional preventive care, and predictable reimbursement percentages without extreme premiums for common breeds.
Administered by Pets Best Insurance Services, LLC and underwritten by American Pet Insurance Company, the provider has an established market presence and a provider average rating of 4.2; Trustpilot shows 4.0/5 across 5,554 reviews, customers praise easy claim submission, direct deposit reimbursements and direct vet pay options, but some reviewers report claim processing often taking several weeks despite generally clear communications and a 24/7 vet hotline included with policies.
- ✅Highly customizable limits and reimbursement tiers
- ✅No Limit annual cap option available
- ✅Two wellness tiers for preventive care
- ✅Lifetime coverage for ongoing conditions
- ✅24/7 veterinary hotline included
- ✅Direct vet pay option for participating clinics
- ✅Competitive, tiered pricing for common breeds
- ❌Pre-existing condition exclusions with long look-back
- ❌Six-month waiting period for cruciate ligament events
- ❌Routine dental cleanings excluded without add-ons
- ❌Wellness add-ons subject to annual limits
- ❌Some customers report multi-week claim processing times
Score- ✅Highly customizable limits and reimbursement tiers
- ✅No Limit annual cap option available
- ✅Two wellness tiers for preventive care
- ✅Lifetime coverage for ongoing conditions
- ✅24/7 veterinary hotline included
- ✅Direct vet pay option for participating clinics
- ✅Competitive, tiered pricing for common breeds
Our expert's opinion on Pets Best
- ✅Highly customizable limits and reimbursement tiers
- ✅No Limit annual cap option available
- ✅Two wellness tiers for preventive care
- ✅Lifetime coverage for ongoing conditions
- ✅24/7 veterinary hotline included
- ✅Direct vet pay option for participating clinics
- ✅Competitive, tiered pricing for common breeds
- ❌Pre-existing condition exclusions with long look-back
- ❌Six-month waiting period for cruciate ligament events
- ❌Routine dental cleanings excluded without add-ons
- ❌Wellness add-ons subject to annual limits
- ❌Some customers report multi-week claim processing times
Score- ✅Highly customizable limits and reimbursement tiers
- ✅No Limit annual cap option available
- ✅Two wellness tiers for preventive care
- ✅Lifetime coverage for ongoing conditions
- ✅24/7 veterinary hotline included
- ✅Direct vet pay option for participating clinics
- ✅Competitive, tiered pricing for common breeds
best
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The Pets Best Guarantees
Pets Best offers a core Accident & Illness policy that is highly configurable and can be paired with one of two wellness tiers, producing three main package options: a base accident & illness plan (entry-level), the plan plus Essential Wellness (balanced), and the plan plus Best Wellness (enhanced/premium).
Key commercial levers include selectable reimbursement rates (70%, 80%, or 90%), multiple annual limits ($2,500, $5,000, $10,000, or No annual limit), and annual deductibles that range from $50 to $1,000, allowing customers to tailor premium vs. coverage. Emergency care, surgery, imaging, and lab diagnostics are covered under the accident & illness plan, while routine preventive services (vaccinations, parasite control, routine dental cleaning, etc.) are available only through the Essential or Best wellness add‑ons; certain services (e.g., exam fee coverage, alternative medicine benefits) and specialist consults can be added as supplemental benefits for an extra premium.
Waiting periods are short for accidents (3 days) and standard for illness (14 days), with a specific 6‑month waiting period applied to cruciate ligament events; lifetime coverage is supported under the policy design, and value‑add services include a 24/7 vet hotline and direct‑pay arrangements with participating veterinarians.
| Accident & Illness Plan | Accident & Illness Plan + Essential Wellness | Accident & Illness Plan + Best Wellness | |
|---|---|---|---|
| Plan positioning | Entry-level / customizable | Balanced (wellness add-on) | Enhanced / premium (extended wellness) |
| Type of coverage | Accident & Illness | Accident & Illness + Wellness | Accident & Illness + Wellness |
| Animals covered | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate | 70% / 80% / 90% (selectable) | 70% / 80% / 90% (selectable) | 70% / 80% / 90% (selectable) |
| Annual reimbursement limit | $2,500 / $5,000 / $10,000 / No Limit | $2,500 / $5,000 / $10,000 / No Limit | $2,500 / $5,000 / $10,000 / No Limit |
| Deductible (annual or per claim) | $50–$1,000 (annual deductible) | $50–$1,000 (annual deductible) | $50–$1,000 (annual deductible) |
| Age limits for enrollment | NC | NC | NC |
| Pre-enrollment health questionnaire | NC | NC | NC |
| Waiting periods (accident / illness) | 3 days / 14 days (6 months for cruciate ligament events) | 3 days / 14 days (6 months for cruciate ligament events) | 3 days / 14 days (6 months for cruciate ligament events) |
| Lifetime coverage | Yes | Yes | Yes |
| Consultations | Optional add-on | Optional add-on | Optional add-on |
| Medications | Covered (subject to insurer formulary) | Covered (subject to insurer formulary) | Covered (subject to insurer formulary) |
| Hospitalization | Yes | Yes | Yes |
| Surgery | Yes | Yes | Yes |
| Diagnostic tests | Yes (imaging, lab tests) | Yes (imaging, lab tests) | Yes (imaging, lab tests) |
| Dental care | Routine dental cleaning: No | Routine dental cleaning: Yes (details NC) | Routine dental cleaning: Yes (details NC) |
| Preventive care | No (base plan) | Yes (vaccinations, parasite control, etc.) | Yes (vaccinations, parasite control, etc.) |
| Alternative medicine | Optional supplemental benefit | Optional supplemental benefit | Optional supplemental benefit |
| Travel coverage | NC | NC | NC |
| Civil liability | NC | NC | NC |
| Euthanasia | NC | NC | NC |
| Death & cremation coverage | Death: NC; Cremation: No | Death: NC; Cremation: No | Death: NC; Cremation: No |
| Theft or loss + search expenses | NC | NC | NC |
| Boarding fees | No | No | No |
The policy excludes pre‑existing conditions as defined by an 18‑month look‑back and treats chronic, bilateral, and previously evident intervertebral disc conditions as pre‑existing, rendering them ineligible for coverage. Preventive, elective, and cosmetic procedures (routine dental prophylaxis, vaccinations, flea/tick/heartworm prevention, spaying/neutering when elective, tail docking, declawing, etc.) are excluded from the base accident & illness plan and require the applicable wellness add‑on or are not covered at all; alternative, experimental, or investigational therapies and prescription medications not on the insurer’s formulary are similarly excluded unless a specific supplemental benefit applies.
Key limitations include the need to purchase wellness add‑ons to obtain routine preventive services, targeted waiting‑period extensions for specific orthopedic conditions (notably cruciate ligament events), and exclusions for breeding/pregnancy, behavioral training, and many non‑medical or administrative costs (boarding, transport, cremation, etc.).
Pets Best Exclusions
Pets Best exclusions focus first on pre‑existing and chronic conditions: any condition present or showing signs in the 18 months before the policy effective date or during waiting periods is excluded, and chronic, bilateral, and intervertebral disc conditions are expressly treated as pre‑existing.
Routine preventive services (vaccinations, parasite control) and routine dental prophylaxis are excluded from the core Accident & Illness plan but may be included if a wellness add‑on is purchased.
Elective and cosmetic procedures, breeding and pregnancy costs, alternative or experimental therapies unless specifically added, and prescription medications not on the insurer’s formulary are excluded.
Non‑medical charges such as administrative fees, boarding, grooming, transport/ambulance, cremation/after‑life expenses, and losses from war, nuclear events, or intentional acts are also excluded.
| Exclusions | Details |
|---|---|
| Medical exclusions | Pre‑existing conditions (any condition present or showing signs in the 18 months before policy start or during waiting periods); chronic and bilateral conditions; intervertebral disc conditions considered pre‑existing. |
| Elective & cosmetic exclusions | Tail docking; ear cropping; declawing; routine ear cleaning; elective spay/neuter (unless medically necessary); other cosmetic or elective procedures. |
| Alternative & experimental treatments | Homeopathy, herbal remedies, experimental therapies and treatments not approved by the insurer unless specific supplemental coverage is purchased. |
| Behavioral & training exclusions | Training and behavior modification programs; behavioral conditions and related non‑medical services (medications/consults may be covered only if specific rider purchased). |
| Breeding & reproductive exclusions | All costs related to breeding, pregnancy, whelping, nursing, and associated reproductive care. |
| Prescription medication exclusions | Medications not included on the insurer’s formulary and non‑formulary drugs are excluded even if otherwise prescribed. |
| Non‑medical & administrative exclusions | Administrative fees, claim processing charges, boarding (unless specifically covered), grooming, bathing, nail trims, non‑medically necessary housing, pet foods, supplements, and toys. |
| Transport & logistics exclusions | Transport and ambulance costs, travel fees, trip cancellation costs, and other transport‑related expenses. |
| End‑of‑life & after‑life exclusions | Cremation, burial, and other after‑life procedures and expenses. |
| Intentional acts & activity exclusions | Injuries resulting from organized dog fighting, racing, or other professional/competitive activities and intentional acts by the owner. |
| Catastrophic & geographic exclusions | Losses arising from war, invasion, nuclear reaction, declared pandemics/epidemics or events occurring outside the policy’s territorial limits (e.g., outside the United States). |
Pets Best Prices
Pets Best occupies a flexible mid‑to‑upper market position by offering highly customizable pricing that can read either entry‑level or premium depending on the options chosen; lower deductibles and higher reimbursement rates push the cost toward premium tiers, while higher deductibles and modest limits make it competitive with budget offerings. Reimbursement rate choices (70%, 80%, 90%), deductible ranges ($50–$1,000) and selectable annual limits ($2,500, $5,000, $10,000 or no limit) directly shape the final premium and value proposition: customers seeking minimal out‑of‑pocket risk typically select the 90% reimbursement and high or unlimited annual caps, whereas price‑sensitive buyers can reduce premiums by increasing the deductible and lowering annual limits.
Digital distribution and added‑value services are clear differentiators that justify Pets Best’s pricing structure; features such as included 24/7 veterinary access, direct vet pay where arrangements exist, digital claims and direct deposit reimbursements reduce administrative friction and can offset higher nominal premiums. Compared with more traditional insurers that rely on less flexible product catalogs and slower legacy processes, Pets Best’s modular approach and online‑centric service model allow it to compete across segments by letting customers tailor cost versus coverage trade‑offs without being locked into a single tier.
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 |
Pets Best Promo Codes
| Pets Best 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 Pets Best?
With Pets Best, reimbursements are calculated by subtracting your annual deductible from eligible veterinary charges and then applying your chosen reimbursement percentage (up to your annual coverage limit).
✅ Example 1: Consultation for allergic dermatitis
Total vet costs: $200 (consultation + medication)
Deductible amount to subtract: $100 (annual deductible)
Amount reimbursable after deductible with the Best Wellness plan (90% reimbursement): $200 − $100 = $100
90% of that amount reimbursed: $100 × 90% = $90
👉 You receive a reimbursement of $90.
ℹ️ The deductible applies once per policy year; after it’s met, future eligible claims are reimbursed at the selected rate until the annual limit is reached.
✅ Example 2: Cruciate ligament surgery (TPLO)
Total vet costs: $4,500 (surgery, hospitalization, imaging, medications)
Deductible amount to subtract: $0 (deductible already met earlier in the policy year)
Amount reimbursable after deductible with the Best Wellness plan (90% reimbursement): $4,500 − $0 = $4,500
90% of that amount reimbursed: $4,500 × 90% = $4,050
👉 You receive a reimbursement of $4,050.
ℹ️ This reimbursement is deducted from your annual coverage cap (example shown with a $10,000 annual limit would leave $5,950 remaining).
✅ Example 3: Routine wellness visit and vaccinations (preventive care)
Total vet costs: $150 (wellness exam, core vaccinations, flea/heartworm prevention)
Deductible amount to subtract: $0 (wellness add‑on benefits applied; no deductible impact for this example)
Amount reimbursable after deductible with the Best Wellness add‑on (90% reimbursement): $150 − $0 = $150
90% of that amount reimbursed: $150 × 90% = $135
👉 You receive a reimbursement of $135.
ℹ️ Preventive care is covered only if the appropriate wellness add‑on (e.g., Best Wellness) is purchased and may be subject to annual wellness sub‑limits.
Pets Best Assistance
Pets Best provides a 24/7 veterinary helpline (phone, live chat, email) that delivers immediate triage and practical guidance for owners facing urgent or uncertain health issues.
Direct‑to‑vet payment arrangements are offered when a clinic participates, and an online customer portal with electronic claims and direct‑deposit reimbursements helps reduce paperwork and speed payouts.
Paperless claim submission and digital reimbursements are strengths, though owners should plan for occasional processing delays and confirm direct‑pay capability with their clinic before treatment.
Notable absences include no clearly advertised fee‑free installment payment plans, and international coverage details are N.C., so owners who travel or need scheduled payment options should verify solutions before enrolling.
| Assistance Pets Best | Available? | Details |
|---|---|---|
| Advance payment | ✅ | Direct vet pay is available when a clinic has an arrangement with Pets Best. Check with your veterinarian in advance to confirm participation and reduce upfront costs. |
| Payment facilities | ❌ | No clearly advertised installment or 3‑month fee‑free payment programs. Premiums are managed through standard billing channels (verify payment options in your account). |
| Mobile app | ❌ | N.C. regarding a dedicated mobile app and app store ratings. Claims and account management are available via the online customer portal. |
| Paperless claims process | ✅ | Claims can be submitted through the Pets Best online customer portal. Reimbursements are handled electronically and can be sent via direct deposit. |
| Emergency vet service | ✅ | A 24/7 veterinary helpline (phone, live chat, email) is included with policies. This provides triage and immediate guidance but is not a replacement for emergency clinic care. |
| Vet/clinic partner network | ✅ | Direct‑pay arrangements indicate cooperation with participating clinics. Confirm with your clinic whether Pets Best will pay the vet directly for covered services. |
| Coverage abroad | ❌ | Coverage abroad is N.C. for policyholders. Confirm international care policies and any travel limitations before leaving the country. |
Check with your veterinarian in advance to confirm participation and reduce upfront costs.
Premiums are managed through standard billing channels (verify payment options in your account).
Claims and account management are available via the online customer portal.
Reimbursements are handled electronically and can be sent via direct deposit.
This provides triage and immediate guidance but is not a replacement for emergency clinic care.
Confirm with your clinic whether Pets Best will pay the vet directly for covered services.
Confirm international care policies and any travel limitations before leaving the country.
Customer Reviews on Pets Best
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 4.0/5 (5,554 reviews) |
Customers often praise Pets Best for a user-friendly claims process and clear communication, noting that reimbursements by direct deposit arrive reliably and that support staff can be helpful when additional information is needed. Many owners describe a sense of relief when emergency care is required, reporting that the policy structure and timely payments reduced financial stress during urgent veterinary visits.
Concerns frequently focus on claim processing times, with some policyholders reporting multi-week waits for reimbursement, and a smaller number mentioning disputes over coverage determinations such as pre-existing conditions or wellness limits. A few reviewers also note premium increases over time and occasional frustration with administrative or billing issues that require repeated follow-up.
Here are some examples of customer reviews:
- MD — 30/08/2025 — They have been wonderful to work with. We are very happy to have pet insurance, especially when our dog had been in emergency situations that were not forseen.*
- CH — 01/09/2025 — Easy to submit claims, reimbursement received via direct deposit, good communication if claim is submitted incorrectly or without full information.*
- SM — 24/08/2025 — This is my 3rd year of policy renewal, very unhappy with the claim processing time. My premium is paid in full, the claims are all the same for her treatment, yet it takes 3-4 weeks for reimbursement? Is this company at risk, bankruptcy, etc??*
Contact Pets Best
| Pets Best 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. Visit the Pets Best online portal to review plan options and start enrollment at www.PetsBest.com. |
| To request and track a reimbursement | Process: Submit claims via the customer portal (www.PetsBest.com/customerportal) or contact Customer Care by phone. Required documents: N.C. Deadlines for filing claims: N.C. How reimbursements are paid: Direct deposit is commonly used; direct vet pay is available where a vet arrangement exists. |
| To obtain a certificate of insurance | Request method: Request via the customer portal or by contacting Customer Care by phone; you may also send a written request to the policy administrator at the address below. Information required to issue the certificate: N.C. |
| To contact assistance | Available channels: Customer portal (www.PetsBest.com/customerportal). Phone: 877-738-7237. Policy administrator mailing address: Pets Best Insurance Services, LLC, 2323 S. Vista Ave., Suite 100, Boise, ID 83705. 24/7 vet hotline is included with policies. Email contact: N.C. |
| To cancel my policy | How to cancel: Request cancellation through the customer portal or by contacting Customer Care by phone; you may also submit a written request to the policy administrator mailing address. Information to provide with the request: N.C. Cancellation deadlines / notice period: N.C. Refund and prorated premium conditions: N.C. |
FAQ
Do I have to pay upfront for veterinary fees with Pets Best?
Pets Best offers Direct Vet Pay where a participating clinic can be paid directly for eligible, approved charges, reducing or eliminating the need for an owner to pay the full bill up front. To use Direct Vet Pay, confirm participation with your veterinarian in advance and ensure the treatment is eligible under your policy. If Direct Vet Pay isn’t available, you pay the clinic and submit a claim for reimbursement via the Pets Best online portal or mobile app. Reimbursements are typically issued by direct deposit or check, or paid directly to the clinic when the Direct Vet Pay arrangement applies.
How do I cancel my pet insurance policy with Pets Best?
You can cancel by logging into your Pets Best customer account or by calling Customer Care at 877-738-7237 and providing your policy number, pet’s name, and requested cancellation effective date. Written cancellation requests may be sent to the administrator’s mailing address if you prefer paper confirmation. Any refund or prorated premium, if applicable, will be processed according to your policy terms after cancellation. Keep written confirmation of the cancellation and effective date for your records.
What are the waiting periods for accident and illness coverage?
Accident coverage typically begins after a 3‑day waiting period and illness coverage after 14 days, with specific extended waiting periods for certain conditions. A common example is a six‑month waiting period for cruciate ligament or similar orthopedic events. Conditions diagnosed or treated before the end of a waiting period generally are not eligible for reimbursement. Confirm exact effective dates and any condition‑specific waiting periods at enrollment.
How do reimbursement rates, deductibles, and annual limits work with Pets Best?
Pets Best allows you to customize reimbursement (70%, 80%, or 90%), choose an annual deductible (commonly $50–$1,000), and select an annual limit ($2,500, $5,000, $10,000, or no limit). After your deductible is met, covered expenses are reimbursed at the selected percentage until the annual limit is reached. Deductibles apply per policy year and higher reimbursement percentages typically increase the premium. Optional wellness add‑ons have separate sublimits and may not apply to the accident & illness annual limit.
What conditions and services are commonly excluded or considered pre‑existing?
Pre‑existing conditions are excluded and include any illness, injury, or chronic condition that showed signs, symptoms, or received treatment before your policy start date or during a waiting period. Chronic, bilateral, and intervertebral disc conditions are commonly treated as pre‑existing when prior history exists. Routine preventive care, elective procedures, and many dental prophylaxis services are excluded unless you add a wellness plan that covers them. Experimental therapies, breeding‑related costs, and losses from excluded activities are also not covered; review your policy terms for full exclusion details.
Do I have to pay upfront for veterinary fees with Pets Best?
Pets Best offers Direct Vet Pay where a participating clinic can be paid directly for eligible, approved charges, reducing or eliminating the need for an owner to pay the full bill up front. To use Direct Vet Pay, confirm participation with your veterinarian in advance and ensure the treatment is eligible under your policy. If Direct Vet Pay isn’t available, you pay the clinic and submit a claim for reimbursement via the Pets Best online portal or mobile app. Reimbursements are typically issued by direct deposit or check, or paid directly to the clinic when the Direct Vet Pay arrangement applies.
How do I cancel my pet insurance policy with Pets Best?
You can cancel by logging into your Pets Best customer account or by calling Customer Care at 877-738-7237 and providing your policy number, pet’s name, and requested cancellation effective date. Written cancellation requests may be sent to the administrator’s mailing address if you prefer paper confirmation. Any refund or prorated premium, if applicable, will be processed according to your policy terms after cancellation. Keep written confirmation of the cancellation and effective date for your records.
What are the waiting periods for accident and illness coverage?
Accident coverage typically begins after a 3‑day waiting period and illness coverage after 14 days, with specific extended waiting periods for certain conditions. A common example is a six‑month waiting period for cruciate ligament or similar orthopedic events. Conditions diagnosed or treated before the end of a waiting period generally are not eligible for reimbursement. Confirm exact effective dates and any condition‑specific waiting periods at enrollment.
How do reimbursement rates, deductibles, and annual limits work with Pets Best?
Pets Best allows you to customize reimbursement (70%, 80%, or 90%), choose an annual deductible (commonly $50–$1,000), and select an annual limit ($2,500, $5,000, $10,000, or no limit). After your deductible is met, covered expenses are reimbursed at the selected percentage until the annual limit is reached. Deductibles apply per policy year and higher reimbursement percentages typically increase the premium. Optional wellness add‑ons have separate sublimits and may not apply to the accident & illness annual limit.
What conditions and services are commonly excluded or considered pre‑existing?
Pre‑existing conditions are excluded and include any illness, injury, or chronic condition that showed signs, symptoms, or received treatment before your policy start date or during a waiting period. Chronic, bilateral, and intervertebral disc conditions are commonly treated as pre‑existing when prior history exists. Routine preventive care, elective procedures, and many dental prophylaxis services are excluded unless you add a wellness plan that covers them. Experimental therapies, breeding‑related costs, and losses from excluded activities are also not covered; review your policy terms for full exclusion details.
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