Is PetSmart Pet Insurance Worth It? Our Review 2025
Our expert's opinion on PetSmart
PetSmart, in partnership with MetLife Pet Insurance, offers a straightforward and robust pet insurance contract with a single comprehensive plan. The coverage reimburses 100% of eligible veterinary expenses after a $250 annual deductible, up to an annual $5,000 cap per contract, positioning PetSmart competitively among mainstream US providers, especially for those seeking certainty in out-of-pocket costs. The lack of a tiered formula range is offset by notable benefits—such as preventive care, telemedicine, holistic treatments (when prescribed), and flexible use with any licensed veterinarian nationwide. PetSmart stands out for its automatic policy upgrades: if underutilized, your annual limit can increase by $500 at renewal, plus a healthy pet incentive reducing your deductible by $50 per claim-free year. This contract is particularly suitable for owners of young or middle-aged dogs and cats seeking solid but capped reimbursement and for budget-conscious pet parents open to single-formula contracts. Metropolitan General Insurance Company (MetLife), backing this offer, is a trusted US insurer (annual premium volume exceeding $1B in pet segment; MetLife Pet Insurance Solutions LLC administrates policies), with a reputation for reliability and average reimbursement turnaround between 10 to 30 days—a market standard. Trustpilot ratings are not available specifically for PetSmart's offer or MetLife's pet insurance, but MetLife is a large, established national carrier.
- 100% reimbursement after $250 annual deductible
- Wide coverage: illness, accidents, preventive care, telemedicine
- Holistic and prescription diet coverage (with vet approval)
- Automatic annual cap increase if plan underused
- Healthy Pet Incentive lowers deductible for claim-free years
- Covers services nationwide with any licensed US vet
- Simple contract with quick claims processing (10-30 days avg)
- Annual $5,000 cap per contract (not per pet)
- No multi-level formulas or unlimited reimbursement options
- Pre-existing conditions strictly excluded
- Deductible resets after any paid claim
- No direct pay to veterinarians; reimbursement to owner
- PetSmart guarantees
- PetSmart Exclusions
- PetSmart rates
- PetSmart Support
- Customer feedback on PetSmart
- How to contact PetSmart?
- FAQ
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At HelloSafe, our pet insurance expert reviews policy terms and market rates every year to provide you with reliable and unbiased analyses. Thanks to this rigorous approach, over a million users across the US trust us each month to help guide their most important financial decisions.
PetSmart guarantees
PetSmart offers a unique, straightforward formula through its partner MetLife Pet Insurance, covering both accidents and illnesses for cats and dogs with a flexible reimbursement rate (typically up to 90%, but some plans—like MetGen—cover 100% after a $250 annual deductible, up to $5,000 per year). The contract stands out for its broad coverage, including telemedicine, holistic treatments (like CBD if prescribed), preventive care, and unique add-ons such as lost pet advertising and psychological support after pet loss. Loyalty rewards, such as gradual deductible reduction for claim-free years and the possibility of an increased annual limit, are true differentiators. However, limitations include exclusions for pre-existing conditions, commercial use of pets, treatments not deemed medically necessary, and lack of detailed preventive care amounts in some plan versions. Policy details and some options, such as age limits and the exact scope of preventive benefits, may vary by state or underwriter, warranting close review before subscribing.
| Guarantee Name | PetSmart (MetLife Pet Insurance) |
|---|---|
| Formula Positioning | Simple, all-inclusive formula, accident and illness, via MetLife, no multi-tier options shown |
| Type of Coverage | Accident & illness, with preventive care option |
| Covered Animals | Dogs and cats, must reside with policyholder |
| Reimbursement Rate (%) | Up to 90% stated on website; MetGen plans: 100% after $250 deductible |
| Annual Vet Fee Reimbursement Cap | $5,000/year (total for all insured pets under policy) |
| Deductible (annual/per visit) | $250 annual deductible, only once per policy term |
| Minimum/Maximum Age to Subscribe (Dogs) | NC (website notes age limits may apply by state/policy) |
| Minimum/Maximum Age to Subscribe (Cats) | NC (website notes age limits may apply by state/policy) |
| Health Questionnaire Required? | Not specified; acceptance after application review |
| Waiting Period for Illness | 14 days |
| Waiting Period for Accident | Presumed immediate (not explicitly stated); standard practice typically 2-5 days, not confirmed here |
| Lifetime Coverage Once Insured? | Yes, as long as renewal and terms are respected |
| Vet Consultations (routine, emergency, etc.) | All covered if medically necessary and with licensed US vet |
| Medications | Covered if prescribed, including some OTC with prescription |
| Hospitalization | Covered, subject to annual policy limit |
| Ambulance Fees | NC |
| Surgery, Anesthesia | Covered |
| MRIs, CT Scans, Ultrasounds | Covered for diagnostic needs |
| Lab Tests | Covered |
| Radiation Therapy | Covered, if medically necessary |
| Dental Care | Emergency dental only (accident/infection) |
| Dental Scaling | NC |
| Preventive Care Package | Option available; details and reimbursement limits depend on policy type (MetGen/IAIC) or state |
| Alternative/Complementary Therapies | Covered if prescribed (aromatherapy, herbal remedies, CBD, etc.) |
| Therapeutic Diet | Covered if prescribed for a covered accident/illness |
| Geographic Scope / Travel | Valid with any licensed veterinarian in the US |
| Death / Cremation | Euthanasia, burial/cremation reimbursed up to $500 (with proof and conditions) |
| Euthanasia | Yes, covered under end-of-life expenses (up to $500 with conditions) |
| Theft or Pet Loss & Search Costs | Up to $500 per lifetime for advertising/reward; up to $500 replacement value or $150 without receipt |
| Boarding Fees (owner hospitalized) | Up to $500/year if owner hospitalized >48h |
NC = Not Communicated (not specified in official documents or website)
Options and coverage specifics may vary depending on underwriter (MetGen/IAIC) and by state.
Preventive care details and reimbursement schedules not fully detailed for all variants.
Good to Know
- Deductible reduces by $50 per claim-free year (except preventive care claims), cumulative to $0, then resets if a claim is made.
- Coverage for all routine vet visits, diagnostics, and telehealth 24/7 via dedicated service.
- Claims must be filed within 90 days of treatment; decision communicated within 30 days after complete file submission.
- No coverage for pre-existing conditions, non-medically necessary treatments, commercial-use animals, or treatments outside the US.
- Boarding reimbursement only applies if the pet owner is hospitalized for more than 48 hours (max $500/year).
- Subject to state-specific rules; review disclosure before subscribing for restrictions on age or specific preventive care coverage.
PetSmart Exclusions
The MetLife Pet Insurance policy offered via PetSmart stands out for its clear and straightforward exclusions, typical of the US pet insurance market but with some notable points for careful consideration. The contract systematically excludes pre-existing conditions—defined broadly to include symptoms or treatments occurring before or during the waiting period—which is standard but strictly enforced. Coverage is strictly limited to veterinarians licensed in the United States, meaning all care abroad is systematically excluded, unlike some competitors allowing limited international coverage. Any injury or illness related to deliberate acts, neglect, or commercial use (e.g., police or sporting animals) is refused, as are all non-medically necessary services such as grooming, diet food without veterinary prescription, and training fees. One distinctive aspect is the refusal of claims made without observable symptoms, making preventive or routine examinations outside specified coverage non-reimbursable.
| Exclusions | Details |
|---|---|
| Medical Exclusions | - Pre-existing conditions (any illness, symptoms, or treatments prior to the effective date or during the waiting period) - Complications from non-covered acts (e.g., cosmetic surgeries, past accidents) - Intentional injuries, neglect, abuse, or participation in organized fighting - Claims without observable symptoms - Treatment not medically necessary (grooming, nail trimming, vitamins, obedience school/training, dietary supplements not prescribed) |
| Provider/Geographical Exclusions | - Care provided by non-licensed veterinarians - Veterinary care outside the United States - Services from providers not recognized as legally authorized in the US |
| Animal Identification & Contractual | - Animals not specifically named in the policy - Animals not residing with the policyholder - Coverage strictly limited to the insured pet; no transfer between animals |
| Commercial & Usage Exclusions | - Any illness or injury arising from commercial, professional, or working use of the animal (e.g., racing, paid exhibitions, police or guard work) - Claims related to animals used in these contexts are fully excluded |
| Non-prescribed Food & Supplements | - Commercial diet foods or supplements purchased without explicit veterinary prescription - Over-the-counter pet foods or vitamin supplements not medically required |
- Complications from non-covered acts (e.g., cosmetic surgeries, past accidents)
- Intentional injuries, neglect, abuse, or participation in organized fighting
- Claims without observable symptoms
- Treatment not medically necessary (grooming, nail trimming, vitamins, obedience school/training, dietary supplements not prescribed)
- Veterinary care outside the United States
- Services from providers not recognized as legally authorized in the US
- Animals not residing with the policyholder
- Coverage strictly limited to the insured pet; no transfer between animals
- Claims related to animals used in these contexts are fully excluded
- Over-the-counter pet foods or vitamin supplements not medically required
PetSmart rates
Overall, PetSmart (via its MetLife partnership) positions its pet insurance at a median price point relative to other major US players, with a focus on a digital, streamlined experience that helps control costs. Coverage is robust for a single formula, including accident, illness, preventive, holistic care, and extra services like lost pet advertising and bereavement support, delivered after a modest annual deductible ($250) and with high reimbursement rates (up to 90%, potentially 100% for select corporate plans) and a generous $5,000 annual cap. The flexibility to use any licensed US vet and mobile claim management add convenience but do not result in higher premiums compared to traditional multi-branch insurers. However, the lack of granular options or customizable tiers means prices may not always be the lowest for minimal coverage needs, yet the included features justify the cost for broad protection. PetSmart’s insurance is thus best suited to owners seeking balanced cost/premium ratio without overpaying for unnecessary add-ons, distinctly more complete than “budget” insurers but more economical than the most comprehensive, high-ceiling (unlimited) providers.
Compare PetSmart's offer with other US pet insurers to make sure you get the best price for the coverage you want.
| Pet Insurance (MetLife by PetSmart) | |
|---|---|
| Young cat (2–4 yrs) | $26/mo |
| Senior cat (7–8 yrs) | $36/mo |
| Small breed dog (2–4 yrs) | $34/mo |
| Large breed dog (2–4 yrs) | $46/mo |
| Small breed senior dog (7–8 yrs) | $49/mo |
| Large breed senior dog (7–8 yrs) | $65/mo |
PetSmart promo codes
| PetSmart Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest promo codes, please visit our comparison of the best pet insurance plans.
How much will I be reimbursed with PetSmart?
| Type of Care | Average Price (USD) | PetSmart (MetLife) Insurance - 100% reimbursement after $250 annual deductible (up to $5,000/year) |
|---|---|---|
| Spay/Neuter Surgery | $300 | Reimbursed $300 Out-of-pocket: $0 (excluding deductible, if not yet met) |
| Annual Vaccinations | $100 | Reimbursed $100 Out-of-pocket: $0 (excluding deductible, if not yet met) |
| Emergency Surgery | $2,000 | Reimbursed $2,000 Out-of-pocket: $0 (excluding deductible, if not yet met) |
| Dental Cleaning | $500 | Reimbursed $500 Out-of-pocket: $0 (excluding deductible, if not yet met) |
| Broken Bone Treatment | $1,500 | Reimbursed $1,500 Out-of-pocket: $0 (excluding deductible, if not yet met) |
Out-of-pocket: $0 (excluding deductible, if not yet met)
Out-of-pocket: $0 (excluding deductible, if not yet met)
Out-of-pocket: $0 (excluding deductible, if not yet met)
Out-of-pocket: $0 (excluding deductible, if not yet met)
Out-of-pocket: $0 (excluding deductible, if not yet met)
PetSmart Support
PetSmart partners with MetLife to provide a robust suite of assistance features, including 24/7 telehealth veterinary access and full digital claims management via mobile app.
Owners can consult any licensed US veterinarian, but no advance-of-fee/payment-to-clinic service is available, and reimbursement is always direct to the policyholder.
No formal network of partner clinics is set; this offers flexibility, but also means no negotiated direct payment or emergency fast tracks.
The policy provides strong nationwide coverage with no option for foreign assistance, which could be limiting for frequent travelers.
Facilitated installment payment solutions aren’t specifically highlighted, and application user experience and ratings are not marketed as best-in-class.
| Assistance PetSmart | Available? | Details |
|---|---|---|
| Advance of fees | ❌ | No advance payment or direct-to-vet payment. Owner pays upfront and is reimbursed after claims submission. |
| Payment facilities | ❌ | No explicit mention of multi-instalment or interest-free payment solutions. |
| Mobile app | ✅ | App available for iOS/Android. Allows claim filing, case tracking, and pet wellness management. |
| Digital reimbursement management | ✅ | Claims can be fully managed via the app or web portal. Document upload, claim follow-up, and status view. |
| Veterinary emergencies | ✅ | 24/7 telehealth concierge service included. No in-clinic triage/fast track for emergencies. |
| Network of partner clinics/veterinarians | ❌ | No designated network; freedom to choose any licensed US vet. No special partnerships or rates. |
| Overseas coverage | ❌ | Only care within the United States is eligible; no international or travel insurance for pets. |
Customer feedback on PetSmart
| Review Site | Rating and number of reviews |
|---|---|
| Trustpilot (Wowpetsmart) | 1.1/5 (452 reviews) |
We have analyzed the reviews from the site mentioned above.
On the positive side, policyholders who have subscribed to a PetSmart-related contract (Wowpetsmart.com) occasionally mention:
- ✅ A replacement was received after persistently contacting customer service, although this is rare and usually requires multiple follow-ups.
- ✅ For some, the shipping fee for product replacement is considered lower than ordering a new item, making the experience acceptable for those who eventually received their product.
- ✅ A small number of clients had an individually positive experience, differing from the general consensus.
On the negative side:
- ❌ The vast majority of customers report very poor product quality, with toys described as “indestructible” breaking within minutes or hours.
- ❌ The company is frequently described as a scam, with reports of never receiving orders or refunds after payment.
- ❌ Customer service is widely seen as non-existent or unresponsive, with emails and phone calls often ignored.
- ❌ The advertised “free replacement” guarantee is not honored, with mandatory shipping fees and many never receiving the promised replacements.
- ❌ Many customers mention being charged repeatedly or unjustifiably, often without ever receiving any goods.
- ❌ The value for money is criticized, as the products are seen as overpriced compared to both their quality and similar items found locally.
- ❌ Communication about shipping delays and order tracking is routinely lacking or non-existent.
- ❌ The company does not engage with clients on Trustpilot, and the profile remains unclaimed, further fueling distrust.
How to contact PetSmart?
| PetSmart customer service | Details |
|---|---|
| To get a quote or apply online | You can use the HelloSafe pet insurance comparison tool, select the plan that suits you and click to get a quote. For MetLife Pet Insurance (PetSmart’s partner): - Online: www.metlife.com/getpetquote - By phone: 1-800-GET-MET8 (1-800-438-6388) |
| To request and track a reimbursement | File your claim as soon as possible, within 90 days of treatment. Steps: - Collect all detailed invoices and medical records related to the care. - For the first claim: also provide 12 months' medical history/adoption documents. - Submit by mail (see form for address) or fax, or by calling 866-937-7387. - You can also submit and follow-up via the MetLife Pet Insurance mobile app. Processing: - Decision within 30 days of receiving a complete claim. - Reimbursement is paid directly to you, not to the veterinarian (direct deposit/check). Contact: - Phone: 866-937-7387 - Website: metlifepetinsurance.com |
| To get a certificate of insurance | You can request your insurance certificate: - Online via your MetLife Pet Insurance account or app. - By phone at 866-937-7387. - Or by emailing the MetLife Pet Insurance customer service (see website for current address). |
| To contact assistance | For general questions or assistance (including 24/7 Telehealth Concierge): - Phone: 866-937-7387 (MetLife Pet Insurance) - Online chat via metlifepetinsurance.com - 24/7 Telehealth Concierge service included – use the mobile app or call the number for triage and advice. |
| To cancel my contract | You can cancel at any time. How: - Contact MetLife Pet Insurance by phone (866-937-7387) or in writing (address on your policy or MetLife website). - You may also email the administrative services contact (info on metlifepetinsurance.com). - If canceling after 30 days since start, you'll receive a pro-rated refund for any overpaid premium. What to include: - Your policy number and personal details. - No supporting documents needed unless requested. Notice period: - Immediate upon request; refund processed after cancellation. Mailing address (administrative): MetLife Pet Insurance Solutions LLC 700 Quaker Lane, Warwick, RI 02886, USA |
- Online: www.metlife.com/getpetquote
- By phone: 1-800-GET-MET8 (1-800-438-6388)
Steps:
- Collect all detailed invoices and medical records related to the care.
- For the first claim: also provide 12 months' medical history/adoption documents.
- Submit by mail (see form for address) or fax, or by calling 866-937-7387.
- You can also submit and follow-up via the MetLife Pet Insurance mobile app.
Processing:
- Decision within 30 days of receiving a complete claim.
- Reimbursement is paid directly to you, not to the veterinarian (direct deposit/check).
Contact:
- Phone: 866-937-7387
- Website: metlifepetinsurance.com
- Online via your MetLife Pet Insurance account or app.
- By phone at 866-937-7387.
- Or by emailing the MetLife Pet Insurance customer service (see website for current address).
- Phone: 866-937-7387 (MetLife Pet Insurance)
- Online chat via metlifepetinsurance.com
- 24/7 Telehealth Concierge service included – use the mobile app or call the number for triage and advice.
How:
- Contact MetLife Pet Insurance by phone (866-937-7387) or in writing (address on your policy or MetLife website).
- You may also email the administrative services contact (info on metlifepetinsurance.com).
- If canceling after 30 days since start, you'll receive a pro-rated refund for any overpaid premium.
What to include:
- Your policy number and personal details.
- No supporting documents needed unless requested.
Notice period:
- Immediate upon request; refund processed after cancellation.
Mailing address (administrative):
MetLife Pet Insurance Solutions LLC
700 Quaker Lane, Warwick, RI 02886, USA
FAQ
Do I have to pay vet bills up front with PetSmart insurance?
With PetSmart's MetLife Pet Insurance, you pay your veterinarian directly at the time of treatment. Then, you submit your claim with invoices and required documents, and MetLife reimburses you afterward. There is no direct pay or third-party payment system to the vet like Payvet—reimbursement is always made directly to the policyholder.
How do I cancel my PetSmart pet insurance contract?
To cancel your PetSmart (MetLife) pet insurance, contact their customer service by phone or in writing at any time. You only need to provide a cancellation request and your policy information; no specific advance notice is required. Any unused premium is refunded on a pro-rata basis. Attach your policy number and owner details to speed up the process.
What does PetSmart pet insurance cover?
PetSmart's MetLife pet insurance covers a wide range of services, including accidents, illnesses, diagnostics, surgeries, hospitalization, medications (including some prescriptions and OTC if prescribed), telemedicine, and emergency care. It also covers holistic treatments, prescribed foods, preventive care, and even some special benefits like lost pet advertising and support with end-of-life costs.
Are pre-existing conditions covered by PetSmart pet insurance?
No, pre-existing conditions are not covered. Any injury, illness, or symptom that appeared prior to the effective date of the policy (or within waiting periods) will be excluded from coverage. Only conditions that develop after your policy starts are eligible for reimbursement.
How quickly are claims processed and paid?
Once you submit your claim with all required documents, MetLife commits to processing decisions within 30 days of receiving your complete file. If approved, reimbursement is made directly to you, not the veterinarian. Be sure to submit your claim within 90 days of the treatment date for eligibility.
Do I have to pay vet bills up front with PetSmart insurance?
With PetSmart's MetLife Pet Insurance, you pay your veterinarian directly at the time of treatment. Then, you submit your claim with invoices and required documents, and MetLife reimburses you afterward. There is no direct pay or third-party payment system to the vet like Payvet—reimbursement is always made directly to the policyholder.
How do I cancel my PetSmart pet insurance contract?
To cancel your PetSmart (MetLife) pet insurance, contact their customer service by phone or in writing at any time. You only need to provide a cancellation request and your policy information; no specific advance notice is required. Any unused premium is refunded on a pro-rata basis. Attach your policy number and owner details to speed up the process.
What does PetSmart pet insurance cover?
PetSmart's MetLife pet insurance covers a wide range of services, including accidents, illnesses, diagnostics, surgeries, hospitalization, medications (including some prescriptions and OTC if prescribed), telemedicine, and emergency care. It also covers holistic treatments, prescribed foods, preventive care, and even some special benefits like lost pet advertising and support with end-of-life costs.
Are pre-existing conditions covered by PetSmart pet insurance?
No, pre-existing conditions are not covered. Any injury, illness, or symptom that appeared prior to the effective date of the policy (or within waiting periods) will be excluded from coverage. Only conditions that develop after your policy starts are eligible for reimbursement.
How quickly are claims processed and paid?
Once you submit your claim with all required documents, MetLife commits to processing decisions within 30 days of receiving your complete file. If approved, reimbursement is made directly to you, not the veterinarian. Be sure to submit your claim within 90 days of the treatment date for eligibility.
