Pets Best Review: Putting Your Pets First

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Two golden labs in bedFido got hit by a car. You immediately rush him to the vet for emergency care. Thankfully he’ll live. After surgery and some casts for his broken bones, he will be back to normal in a few months.

Although he will heal, your bank account is hurting bad and may not recover for much longer. Thousands of dollars in vet bills are causing struggles, and you are beating yourself up about not signing up for pet insurance sooner.

Don’t let this be you. Accidents happen, we all know this. So why do we get health insurance for ourselves but neglect to purchase it for our pets? They are our family too, and their bills can rack up just as easily. Protect your pet and your bank account with pet insurance.

Visit Pets Best Insurance Website

Article Overview

Key Features

  • Underwriter: American Pet Insurance Company
    • A.M. Best rating: Unrated
  • No exam required
  • Pre-existing conditions defined by Pets Best:
    • In determining which Conditions are Pre-Existing, we look at the 18 months preceding the Policy Effective Date and exclude any Conditions that were Present during that period. Conditions that are Present during the policy Waiting Period described in 2.C. are also deemed to be Pre-Existing Conditions. Please note, the following Conditions are deemed Pre-Existing Conditions if they are Present at any time preceding the Policy Effective Date or the expiration of any Waiting Period:
      • 1. Chronic Conditions.
      • 2. Bilateral Conditions, if your Pet had at any time any PreExisting Conditions consistent with that same Bilateral Condition on either side of the body.
      • 3. Intervertebral disc Conditions, if your Pet had at any time any Pre-Existing Conditions involving the intervertebral discs (due to either degeneration or trauma 
  • Bilateral exclusions: luxating patellas, cruciate ligament events (CCL/ACL), glaucoma, entropion, ectopion, hip dysplasia, elbow dysplasia, cataracts, cherry eye and osteochrondritis dissecans (potential for others as well)
  • Claims are paid in an average of 5 days or less and direct deposit is an option
  • Claims must be submitted within 180 days
  • Option to pay vets directly, so you don’t have to pay a hefty vet bill in advance and wait for reimbursement (not available everywhere)
  • Can transfer ownership of pet and it will continue pet insurance coverage if contacted within 30 days
  • 30-day free look period (similar to a money back guarantee)
  • 24/7 Pet Helpline allows you to speak with a vet expert day or night
  • Pets Best is also resold via their partners: Progressive and Farmers Insurance

Pets Best Review

4.55
Pets Best Review
Policy Coverage 4.8
Customer Service & Reputation 4.0
Timeliness of Claim Payment 4.8
Price of Policy 4.8

Pros

  • No lifetime limits on any plan
  • Great pricing, consistently among the least expensive when we ran quotes
  • BBB rating: A+
  • Multiple forms of customer support: live chat, phone, email, FAQ
  • Claim payment is typically made in less than 5 days (electronic claim filing and direct deposit options)
  • 30-day money back guarantee
  • 5% multi-pet discount
  • No age limits

Cons

  • 6-month waiting period for CCL injuries
  • 14-day waiting period for Illness and 3 days for Accidents
  • $2 transaction fee (waived if pay annually)
  • Alternative/holistic therapies are not covered

What Is And Isn’t Covered By Pets Best?

Covered by Pets BestNot Covered by Pets Best
AccidentsPre-existing conditions
IllnessesElective and preventative procedures
Cancer treatmentsParasites
Hereditary and congenital conditionsNon-veterinary expenses, food, special diets, vitamins and supplements
Emergency care, hospitalization and surgeryHerbal, holistic and experimental therapies and medications
Prescription medications
Ongoing and chronic conditions
Diagnostics
Older pets
Behavioral conditions
Dental coverage
Prosthetic devices and wheelchairs
Euthanasia
Coverage while traveling
Exam fees (optional)
Acupuncture and chiropractic treatments (optional
Physical rehabilitation (optional)

Accident Only Plan

Pets Best offers an Accident Only plan, which has a $10,000 annual limit, $250 deductible and 90% reimbursement. It only covers accidents (as the title suggests) so things like broken bones are covered.

It does not cover any illnesses, routine care, acupuncture or chiropractic treatment. This plan has a flat rate of $9/month for dogs and $6/month for cats.

What’s Covered?

  • Trauma
  • Poisoning
  • Bite (animal, insect, snake)
  • Hit by car or moving vehicle
  • Foreign body ingestion
  • Bone fracture
  • Laceration, cut, abrasion
  • Wound
  • Torn nail
  • Medical problems directly attributable to accidental injury

Note: ACL injuries and hip dysplasia are not covered in this plan.

Routine Care Coverage

Pets Best offers 2 wellness plans shown below in the table. Included are the amounts that Pets Best will pay up to each year for that specific routine care per year.

 EssentialWellnessBestWellness
Price Per Month$16 ($14 in Washington)$26 ($30 in Washington)
Spay/Neuter - Teeth Cleaning$0$150
Rabies$15$15
Flea/Tick Prevention$50$65
Heartworm Prevention$30$30
Vaccination/Titer$30$40
Wellness Exam$50$50
Heartworm Test of FELV Screen$25$30
Blood, Fecal, Parasite Exam$50$70
Microchip$20$40
Urinalysis or ERD$15$25
Deworming$20$20
Total Annual Benefits$305$535

Coupon Code

Our readers have access to an exclusive PetsBest discount of 5% off BestBenefit plans for the first year! Just use this link to get started (Eligible in all states except AK, FL, HI and TN and does not apply to accident-only plan or wellness rider). You can also visit our dedicated Pets Best promotions page to discuss current offers.

Sample Pets Best Quotes

We have gathered some sample prices from Pets Best insurance for their accident and illness coverage plan. You have the option to choose your deductible, either $50, $100, $200, $250, $500 or $1,000. You can choose your reimbursement level as well: 70%, 80% or 90%. For annual coverage limit you can choose $5,000 or unlimited.

Below are the prices for random breeds in various locations with different limitations. Quotes are from May 2018.

BreedLabrador RetrieverYorkshire TerrierGolden RetrieverMixed Breed Cat
Age4 Months4 Years2 Years2 Years
Male/FemaleMaleFemaleMaleFemale
LocationMiami (33114)New York City (10006)San Francisco (94107)Chicago (60615)
Reimbursement Level80%80%80%90%
Deductible$250$100$500$1,000
Annual MaximumUnlimitedUnlimitedUnlimitedUnlimited
Price Per Month$40.64$62.43$46.41$11.73

Is Hip Dysplasia Covered?

If your dog were to develop hip dysplasia, it would be covered after a 14-day waiting period if there was no pre-existing condition. This can be reduced or waived according to Pets Best’s policy which states: The waiting periods may be reduced or waived for coverage acquired through pre-approved channels where the health of your Pet is certified by a participating veterinarian prior to coverage being purchased. 

Waiting Periods

  • 14-days: Illnesses and related conditions
  • 3-days: Injuries and related conditions
  • 6-months: Cruciate ligament events and any related conditions
  • 14-days: Hip dysplasia

To learn more about ACL injuries in dogs, check out this video.

Pets Best Customer Reviews

Positive Reviews

Several options and plans to choose from. I ended up with an unlimited plan for my cat and the price is on par with competitors and it’s a very reasonable price. I feel good knowing my cat has pet insurance and will be taken care of if something arises. – Amaya B., Yelp 1/2/2018

I have had Pets Best since 2011 on 5 dogs. They are awesome. I have had a wonderful experience working with them and the Dal claims. Some years I have no claims and some years we are not so lucky and have emergency’s. Our furkids are our human children and they are treated like our children. I highly recommend Pets Best for yours too!! I have had 4 of my friends sign up and always talking it up to people I meet with dogs. If your furkids are part of your family. Please consider insurance fur them. I tell people it’s like car insurance and you hope you never have to use it, but if an accident occurs your so relieved. – Patsy P., Trust Pilot 4/27/2018

Negative Reviews

I absolutely do not recomment this company.  They said my dog’s cancer was preexisitng.  I appealed and they made the same decision.  How would they know this, did they ask the person above?  I would give them negative stars.  I cancelled this insurance long ago, after this happened and I paid out of pocket for my dog’s cancer treatment.  She is doing well with no thanks at all to them.  Since pet insurance is unregulated there was little I could do, but I would like to prevent others from having to go through all of that.  I very rarely write reviews, but someone reminded me today of it by asking about pet insurance and I remembered how they made a very stressful time in my life a million times worse.  Save your money and time!  Never again!! – Jill H., Yelp 4/23/2018

The company is a joke, complete scam. My dog was denied claims based on their definition of a pre existing condition. At no time was she ever diagnosed with the condition stated and my veterinarian completely agreed and stated it was a disgrace for this pet insurance company to take advantage of customers. There are so many pet insurance companies; choose wisely. Now I am stuck with my dog in this awful service experience since switching companies would be now nearly impossible. The whole experience lacked follow up and was one of the worst run companies that I have been a part of. Good luck – Jim P., BBB 2/4/2018

Pets Best Insurance Competitors

If you’re interested in how Pets Best stacks up against other pet insurance carriers, check out our Pet Insurance Reviews page to see the results.

What features do you like or dislike about Pets Best?

Disclaimer: Information regarding insurance company offerings, pricing and other contract details are subject to change by the insurance company at any time and are not under the control of this website. Information published on this website is intended for reference use only. Please review your policy carefully before signing up for a new pet health insurance contract or any other contract as your unique circumstances will differ from those of others who may be used for example purposes in this article.
Growing up, Kimberly used to get the sniffles when she was around dogs. Thankfully, she grew out of her allergy and is now able to play and snuggle with dogs as much as she wants! She and her husband adopted Sally, a four-year-old hound mix, in early 2017, and she has brought so much joy into their lives. Life as pet parents has been very rewarding.

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Maria
Our rescue dog was found tied to a fence in a park. Obviously, we didn’t have any previous information about his health. When we adopted him, I researched pet insurance and ended up selecting Pets Best based on the reviews and comments. One year into the insurance, all our claims have been rejected because of “pre-existing conditions.” The latest denial was based on a comment the vet wrote 7 months ago mentioning that my dog might have allergies. This was Not an official diagnosis, just a note. It took Pets Best almost a month to review every single note and vet records to deny (again) our claim for a yeast infection condition. Please save your money and stay away from this insurance! It is NOT worth it!
Pets Best Customer Care
Hi Maria, in order to accurately process your claims we sometimes need to request medical records. If your vet notates your claimed condition pre-dates the policy, the condition will not be covered. If you disagree with the decision, you may file an appeal with supporting documents, 30 days from the denial date of the claim. Please let us know if you have questions on how to proceed.
Jessie
Pets best is the worst company I have ever dealt with! This company is a total joke! First they will take months to get to your claim then they will request paperwork on top of paperwork just to make you wait another month and say they won’t cover anything. I had to take my six month old puppy for tests and Lyme test which was a request from the vet and Pets best after over one month and a half stated those tests were elective and it wouldn’t be covered! Do NOT waste your money !!!! Also every time you call they won’t provide you with any info such as confirmation number, operator number or name . Also, I was denied to speak with a supervisor several times! Again don’t waist your time !
Pets Best Customer Care
Hi Jessie, we would like to look into your claim but cannot find you in our system. Typically, claims are processed in five days or less. Some claims tend to be complex and in order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records from veterinarians your pet has visited, past or present. Unfortunately, the time it takes a vet clinic to supply us these records can translate into more claims processing time for our policyholders—please keep in mind, however, Pets Best tries to make our claims process as simple as possible by not requiring our customers to obtain these records themselves. If you would like an in depth review of your situation, please contact us. Have a good day!
Steven M Bivens
Pro comment? You are joking right? Pet’s Best is the worst insurance company that I have ever encountered. What are they doing? Paying you for positive comments?
Pets Best Customer Care
Hi Steven, we dont pay for reviews. We understand your concerned regarding claims. However, medical records indicate by your vet, the claimed condition originated almost a year prior to the enrollment of your policy, deeming this condition pre-existing and not covered by any insurance company. If you disagree with the decision, you may file an appeal with supporting documents, 30 days from the denial date of the claim. We are sorry to see you go and wish you the best!
Pati Maier
I’m surprised by your “Pro” comment that Pets Best has a great response rate on Yelp. I just looked, and they have only two stars. The negative comments are startling.
Pets Best Customer Care
Hi Pati, we cant find you in our system for past or present policies. If you have a concern with Pets Best, please reach us directly at 877-738-7237 or customercare@petsbest.com.
lacee nordstrom
Pets Best does not cover what you’ll want and need! CHOOSE ANOTHER INSURANCE WHILE YOU STILL CAN!! I would highly recommend selecting an insurance that DOES cover the most common injury for dogs, the ACL tear, aka the Cruciate Ligament Injury. They do not cover it AT ALL, there is no “grace period” is it NOT covered EVER, nor are any medications relating to the injury. Just paid $4,500 for the TPLO surgery even though we’ve been paying for this insurance for a few months. Our fault for not realizing this but I hope someone can benefit from reading this!
Lynn
And to add to that, FYI to anyone reading this that the Pets Best 6-month waiting period for cruciate ligament injury coverage applies ONLY when you are on an Accident and Illness plan. It is NOT considered an Accident, so if you are on an Accident-Only plan, you will not have coverage.
Pets Best Customer Care
Hi Lynn, our $9.00 accident only policy does not cover a torn knee ligament as this is a degenerative condition and only covered under our illness policy. If you have questions please contact us, you may also review a sample policy on our website http://www.petsbest.com. Have a good day!
Pets Best Customer Care
Hi Lacee, we are sorry to hear of your dissatisfaction with our company.Our waiting period for a torn knee ligament is 6 months from enrollment. If your pet has a torn ACL prior to coverage or before the waiting period ends, we cannot cover it. We would like to look into your case but cannot find you in our system. If you have other questions, please contact us directly. Have a good day!
anonymous user
I had signed up for a quarterly insurance with pets best on 7/7/2017 for a quarterly insurance. While signing up for the insurance i had provided my card information. Yesterday my card got automatically charged for the insurance for next quarter, but there was no email or any information given to me regarding the automatic payment during the end of the time. This is a shock to me and when i went to the website the site didn’t show that my card will be automatically charged in the payment section or any where else where a normal user access the site. There was also no option to opt out of automatic payment in the site. When i call and asked for cancellation and refund, the person mentioned that the refund will be prorated. But i was automatically charged and didn’t use the service! I mentioned it to her but all i got was “you can contact your bank or lawyer regarding this”. This is so rude!! I am writing this hoping the person managing the company knows, values customer experience and relationship by providing just and clear communication to the user. I dont want anyone else to go through the same issue!
Pets Best Customer Care
Hello, we are sorry to hear you had a negative experience with Pets Best. Unfortunately we cant look into your case without any identifying information. Payment is automatic upon agreeing to this when you enroll online. If you wish to not have automatic payment processed, we are happy to remove you off automatic withdrawal. We do not process two quarterly payments at once, and if there was an error in processing, we can correct it. Please contact us at 877-738-7237 or by email at customercare@petsbest.com. Have a good day.
Anne Clarkin
I have had Pet’s Best since my dog was a puppy. She is now 11 years old. I have only filed 2 claims in 11 years , which were paid, but the premiums have gone up and up. This year the yearly premium increased from $631 to over $900, and that is after I raised the deductible to $1000. They say that this is because of increased vet costs but the policy increases every year. I am cancelling the policy and recommend you don’t invest in this insurance thinking that your pet will be covered in old age when you will really need it.
Lynn
Sorry for so many comments – just hoping to add what I know to help others who might be reading through these older comments while researching!

I saw a comment posted by a Pets Best rep on one of their Facebook posts yesterday that indicates that, yes, their rates should be expected to increase yearly, by up to 10%. I had never seen that piece of information in anything I read while purchasing my plan, so I was a little shocked. (But based on what Anne posted, it sounds like increases greater than 10% may be possible in just one year!)

Lor
Stop defending them- they are doing to me exactly what they did to Anne. In 3 years of no claims they just doubled my premium since I started with them, and they are happy to let me cancel and take my investment in my claim free 4 year old dog. They only care to keep my coverage at the old rates if I will increase deductibles and/or reduce coverage. They say premiums are based on age and location? Not likely. My friend who recommended them had an old, blind, dog with other issues too- they paid her claims when he got sick and passed and she never complained of premiums, she loves them. We started at the same rate. How can I be paying more? It’s a rip off.
Pets Best Customer Care
Hi Lynn, the information you are referring to pertains to different underwriters than what Anne might have. Its important for customers to contact us directly to review what coverage they have. Thank you for your input.
Pets Best Customer Care
Hi Anne, yes, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. Rates are based on pet’s age, breed, and cost of care in your area. If you would like to go over different options for a lower rate, you may contact us at 1-877-738-7237. Have a good day!
edgar ortega
I canceled my dog coverage with them they refused to cover my dog accident last month claiming the I had wait a year before I can start using their service after I been told different eleven months ago when I first sing in for the coverage they told me to take my dog to get a physical exam by a vet in order to get covered and I don’t have to wait the year and they claim that I never send any info from my physical.
Pets Best Customer Care
Hi Edgar, we are sorry to hear you’ve had a negative experience with pet insurance. We offered the option to reduce the torn knee ligament waiting period from 1 year down to 6 months by having an exam and pet health checklist filled out and signed by your vet in the first 30 days of the policy. Medical records indicate this exam was not done. Unfortunately, this condition is subject to the 1 year waiting period. Let us know if you have other questions.
Kathleen
I wish there was more reviews for this insurance.

I just chatted online with this company for over a hour and got my zillion questions answered. Even better I have it all in writing. They even offered me a better deal on their site then what I found. In the New England area Elite Plan Unlimited coverage, 500 deductible, 80% reimbursement $329.34 for a year. They also include vet visits. You can go to this link( http://www.petsbest.com/coverage). and on the right hand side they have a sample of the policy.

It is so hard to choose because once you choose a company you are locked in for the life of your pet because of the pre existing clause.

Steven M Bivens
You just a royal screwing then
j rich
I am only 3 weeks into my Petsbest coverage for my 2 pets and so far, at every single turn, there seems to be either problems of incompetence with in the claims department or deliberate tactics to misinterpret vet notes…. i.e., on my clinic’s legal medical records ( on clinic letterhead), my vet wrote of specific procedures. The vet basically wrote what procedures were performed for which body parts ( dated, and again, on clinic letter head), the claims department requested more medical records because the procedure ” performed” could have been at other vets. Really? Even if it was on my vet clinic’s letterhead?
They keep asking for medical records when they already have ALL OF them FOR THE PAST 2 YEARS. I have asked them to e-mail me all the medical records they have on file so I can e-,mail what they sent me back to them when they ask for records again.
I understand that people with negative reviews tend to write reviews more often than people with positive reviews. I also understand that not every single employee is perfectly trained and competant but.. let me provide this piece of information which I think illustrates how sophomoric their system is.
As a rule, there is only one policy # for a policy holder ( i.e. pet guardian). I have 2 pets. They both have the same policy #. All e-mails I have received only show that one policy # without the pet’s name. When I am asked to call the company for more medical records, I am asked by the representatives which pet I am calling about, my response is ” I don’t know, you’ll have to tell me as your e-mail does not specify.”

It’s 2017. There is no excuse for this kind of systemic confusion… unless they want to purposely confuse the policy holder and run him ragged.

Let’s put it this way: Should your whole family have the same social security #? the same drivers license # even if there is more than one driver? etc…

Im addition, no e-mails are ever signed so one never knows if the person writing back is the same person one spoke with on the phone/communicated via e-mail or someone else who just saw that an e-mail need to be answered and did as such, perhaps not knowing about the entire situation.

Pets Best Customer Care
Hi J, we would like to look into your claim but cant find you in our system. If you would like your complaint reviewed, please contact us at 877-738-7237 or by email customercare@petsbest.com. Have a good day.
NYC10036
I’ve had Pets Best for my min pin for about 3 years now. Luckily, though, the premium has remained pretty low and I have never had to make a claim until this past year. The claim process for the $200 reimbursement was pretty good, and I was happy with their service…until.. I received the renewal notice recently.

The premium has doubled from about $600/year to over $1,200!!! No real explanations are given, besides that “rate adjustments were not based on (my) claims filing history.” That’s just about the biggest BS I have ever heard. So, the premium stays at around $600 all this time, and I make a minor claim, and my premium all of a sudden doubles? I am SO switching to another company.

Pets Best Customer Care
Hello, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. If you would like to go over options for lower rates, please contact us at 877-738-7237 option 1. Have a good day!
Sarah Y
I used to have Pets Best for all my pets. They got a new underwriter two or three years ago and when it came time for renewal, the premiums on two of my seniors went up over 100% each. They claimed it was due to regional, veterinary fees going up. No way. But yet my younger dogs premiums only went up about 15%. We were with them for a few years and of course now my dogs have pre-existing conditions. You feel trapped. If you look online you will find others who had the exact same thing happen to them. I immediately took my younger pet off the policy and moved them PetPlan. I got two new pets this year and didn’t look back. They are also with PetPlan.
Pets Best Customer Care
Hello, prices will tend to go up as your pet ages. Much like in human health care, an older person is going to be more expensive to insure than a younger one. Similarly, a pet’s chances of becoming ill will increase as they age. The insurance premiums are designed to reflect this increased risk of illness. You’ll be happy to know that prices do not go up because of your pet’s personal claims filing activity. Rates are based on pet’s age, breed, and cost of care in your area. We are sorry to see you go and wish you the best with your new company!