Pets Best at a Glance
Looking for pet insurance that won’t make your wallet cry? Pets Best has been in the game since 2005, founded by Dr. Jack Stephens, the veterinarian who literally pioneered pet insurance in America back in 1981 (fun fact: he issued the very first U.S. pet policy to Lassie). With over 500,000 pets insured and nearly two decades of experience, this company consistently ranks among the most affordable options without skimping on actual coverage.
The real appeal here is the price-to-coverage ratio. You’re getting comprehensive accident and illness protection at rates that undercut most competitors, plus some genuinely useful features like the ability to have your vet paid directly during emergencies. That said, there are some trade-offs worth knowing about before you sign up.
Pets Best pet insurance was rated a 9.3 out of 10 in our scoring model, earning it a spot among our best pet insurance picks. Here’s everything you need to know to decide if it’s the right fit for your furry friend.
Key Strengths
- Genuinely Affordable Premiums: Let’s talk numbers, because this is where Pets Best really stands out. Their sample monthly rates come in at $47.58 for dogs and $34.43 for cats for comprehensive accident and illness coverage, making them the cheapest option among major pet insurers. If you’re just looking for accident-only coverage, you can get a plan for as little as $9 per month for dogs or $6 for cats. When the average dog owner is paying over $62 monthly for similar coverage elsewhere, those savings add up fast.
- Vet Direct Pay Changes the Game: Here’s something that actually matters when your pet is in crisis: Pets Best can pay your veterinarian directly instead of making you front thousands of dollars and wait for reimbursement. When you’re standing in an emergency vet’s office at 2 AM with a sick pet, the last thing you want is to worry about maxing out credit cards. You just submit a signed release form with your claim, and the reimbursement goes straight to your vet’s office.
- Senior Pets Welcome: A lot of insurers either won’t cover older pets or jack up the prices so high that it’s basically the same thing. Pets Best doesn’t play that game. There are no upper age limits, and they won’t reduce or cancel your coverage just because your dog is getting gray around the muzzle. If you’ve got an older pet you want to protect, this is one of the better options out there.
- Flexible Customization: You can actually tailor your plan to fit your budget and needs. Choose from multiple deductible levels (ranging from $50 to $1,000), pick your reimbursement percentage (70%, 80%, or 90%), and select an annual coverage limit ($5,000, $10,000, or unlimited). This flexibility means you’re not stuck paying for more coverage than you need or settling for less than you want.
Key Weaknesses
- BBB Rating Is a Red Flag: This one’s worth mentioning upfront: Pets Best has failed to respond to 40 complaints filed with the Better Business Bureau, which doesn’t exactly inspire confidence in their customer service responsiveness. When you’re dealing with insurance claims for your sick pet, knowing the company might ghost complaints is concerning.
- Waiting Periods Lag Behind Competitors: You’ll wait three days before accident coverage kicks in and a full 14 days for illness coverage. That’s fairly standard, but the real kicker is the six-month waiting period for cruciate ligament conditions. If you’ve got a breed prone to knee problems (looking at you, Labs and Golden Retrievers), that’s a significant gap. Some competitors like MetLife offer immediate accident coverage, so if that matters to you, shop around.
- The Mobile App Needs Work: Customer reviews paint a picture of an app that’s basically a dressed-up browser window with frustrating login issues and glitchy functionality. When you’re trying to submit a claim quickly after a stressful vet visit, fighting with a buggy app is the last thing you need.
- Website Issues in Late 2025: Multiple customers reported significant problems with the online portal and claims submission system toward the end of 2025, with some unable to access their accounts or submit claims for extended periods. The company seems to have been working through these issues, but it’s worth monitoring if you’re considering signing up.
Who Should Consider Pets Best?
This insurance makes the most sense for pet parents who prioritize affordability without wanting to sacrifice meaningful coverage. Specifically, it works well for budget-conscious owners who want real accident and illness protection (not just a bare-bones plan), people with senior pets who struggle to find coverage elsewhere, military families and multi-pet households who can stack discounts for extra savings, and anyone who values the Vet Direct Pay option for managing emergency expenses.
On the flip side, you might want to look elsewhere if you need immediate accident coverage without waiting periods, prioritize responsive customer service above all else, have a breed prone to cruciate ligament injuries and don’t want to wait six months for coverage, or rely heavily on mobile apps for managing your accounts.
Pets Best Pet Insurance
Pets Best consistently distinguishes itself in the pet insurance market by offering best-in-class affordability without compromising on comprehensive coverage. Their sample monthly premiums for dogs and cats are among the lowest of major pet insurers, providing a substantial financial benefit over the lifetime of a pet. This makes it an ideal option for budget-conscious owners who still require meaningful protection against accidents and illnesses, including hereditary and congenital conditions that are often excluded or costly with competitors. The ability to customize plans with flexible deductibles, reimbursement percentages, and annual limits further ensures that customers can tailor the policy to fit their specific budget and needs.
Beyond affordability, Pets Best offers unique features that significantly simplify the often-stressful claims process. The standout feature is Vet Direct Pay, which allows the company to pay the veterinarian directly for eligible claims. This eliminates the major financial burden of the pet parent having to front thousands of dollars in emergency situations and wait for reimbursement, making veterinary care more immediately accessible. Furthermore, the company is inclusive, welcoming senior pets with no upper age limits or coverage reductions, and offers a generous policy where curable pre-existing conditions can regain coverage if the pet remains symptom-free for 180 consecutive days.
Finally, Pets Best provides a solid foundation of reliable coverage backed by a company with nearly two decades of operating experience. Their BestBenefit Accident and Illness plans are genuinely comprehensive, covering everything from cancer treatment and chronic conditions to emergency surgery and prescription medications. The company is financially stable, being part of the broader IHC Group, which holds an A- (Excellent) financial strength rating. For pet parents seeking a balance of low premiums and robust, flexible coverage, Pets Best is a highly-rated option that delivers real value and peace of mind, especially with the Vet Direct Pay feature.
- Best-in-Class Affordability: Consistently ranked the cheapest major pet insurer for comprehensive accident and illness coverage.
- Vet Direct Pay: The company pays your veterinarian directly during emergencies, eliminating the need to front thousands of dollars for reimbursement.
- Senior Pets Welcome: No upper age limits and no reduction in coverage just because your dog or cat is getting older.
- Flexible Coverage: Choose your own deductible ($50 to $1,000), reimbursement percentage (70%, 80%, or 90%), and annual limit.
- Curable Pre-Existing Conditions: Conditions that heal completely can become eligible for coverage again after 180 symptom-free days.
Pets Best Overview
Dr. Jack Stephens didn’t just found Pets Best in 2005; he essentially invented the entire American pet insurance industry. Back in 1981, he created the first pet insurance company in the U.S. and famously issued the inaugural policy to television’s most famous collie, Lassie. His mission from day one has been to prevent “economic euthanasia,” the heartbreaking scenario where pet owners have to put down treatable animals simply because they can’t afford veterinary care.
Today, Pets Best operates out of its headquarters at 11333 N. Scottsdale Rd in Scottsdale, Arizona, covering dogs and cats across all 50 states, Washington D.C., and Canada. They don’t offer coverage for exotic pets, so if you’ve got a parrot or a ferret, you’ll need to look elsewhere.
The corporate structure got a shake-up in March 2024 when Independence Pet Holdings completed its acquisition of Pets Best from Synchrony. The good news is that the company continues operating under the same brand with the same leadership, so existing policyholders shouldn’t notice major changes. IPH manages a large portfolio of pet health brands across North America, giving Pets Best some solid corporate backing.
Policies are underwritten by one of three companies, depending on your state: American Pet Insurance Company, Independence American Insurance Company, or MS Transverse Insurance Company. Your declarations page will tell you which one covers your specific policy.
Pets Best Reliability
When you’re paying premiums year after year, you want to know the company will actually be around to pay claims when you need them. Pets Best has a few things working in its favor on this front.
The company has been operating for nearly 20 years, which is a meaningful track record in the pet insurance space. They’ve survived market shifts, the 2008 financial crisis, and multiple ownership changes while continuing to pay claims and grow their customer base.
More importantly, the financial backing is solid. Independence Pet Holdings, its parent company, operates as part of the broader IHC Group, which holds over $1.3 billion in assets. The IHC Group maintains an A- (Excellent) financial strength rating from A.M. Best, the gold standard for insurance company ratings.
Pets Best is actively working to consolidate all policies under Independence American Insurance Company, which carries that same A- rating. Currently, American Pet Insurance Company (their other underwriter) isn’t rated by A.M. Best, but the transition should address this over time.
On the regulatory side, Pets Best is a founding member of NAPHIA (North American Pet Health Insurance Association), an organization dedicated to maintaining high standards and transparency across the industry. This isn’t just a marketing badge; NAPHIA members commit to specific ethical practices and reporting requirements.
The main reliability concern is the customer service responsiveness issue highlighted by their BBB complaints. Financial stability is one thing, but if you can’t get someone on the phone when you have a claim problem, that stability doesn’t help you much in the moment.
Pets Best Coverage Options
Pets Best gives you genuine choices when it comes to structuring your coverage, which is refreshing in an industry where many companies offer a one-size-fits-all approach.
Plan Types
BestBenefit Accident and Illness Plans
The core offering comes in three tiers: Essential, Plus, and Elite. All three cover the big stuff like accidents, illnesses, hereditary conditions, and cancer treatment, but they differ in the extras. The Plus and Elite tiers include exam fee coverage, which can save you $50 to $200 per vet visit. The Elite tier adds alternative therapies like acupuncture, hydrotherapy, cold laser treatment, and physical therapy.
Accident-Only Coverage
If budget is your primary concern or your pet already has conditions that would be excluded from comprehensive coverage, the accident-only plan offers basic protection at rock-bottom prices. At $9 monthly for dogs and $6 for cats, regardless of age or breed, it covers treatment for things like broken bones, bite wounds, accidental poisoning, and foreign object ingestion. This plan has fixed terms: $250 deductible, 90% reimbursement, and $10,000 annual limit.
Wellness Add-Ons
For those who want help budgeting routine care, Pets Best offers two wellness plan tiers: EssentialWellness (with $305 in annual benefits) and BestWellness (with $535 in annual benefits). These cover things like annual exams, vaccinations, blood work, dental cleanings, and spay/neuter procedures. Unlike the main insurance plans, wellness coverage has no deductible and kicks in the day after you enroll.
What’s Actually Covered
The coverage list for BestBenefit plans is genuinely comprehensive. For accidents, you’re looking at broken bones, lacerations, poisoning, car accidents, foreign object ingestion requiring surgery, and even injuries sustained while hunting or working. Illness coverage includes cancer (with chemotherapy and medication), diabetes, arthritis, allergies, cruciate ligament injuries, skin and ear infections, urinary tract infections, and epilepsy.
Hereditary and congenital conditions get full coverage, too, which matters a lot if you have a purebred. Hip and elbow dysplasia, luxating patella, cherry eye, IVDD, Wobbler Syndrome, glaucoma, and epilepsy are all covered. Many budget insurers exclude these conditions or charge extra for them.
Emergency care was available at any licensed veterinarian in the U.S. or Canada, including specialists and emergency clinics. There’s no requirement to use a specific network, which gives you flexibility when your pet needs urgent care. Surgery coverage extends to foreign body removal and mass removals, and includes pre-anesthesia testing.
Dental coverage includes periodontal disease and other dental issues related to accidents or illness (though routine cleanings require the wellness add-on). Most plans cover a wide range of prescription medications, and euthanasia is covered when medically necessary for humane reasons.
What’s Excluded
Like every pet insurer, Pets Best doesn’t cover pre-existing conditions. Anything that shows symptoms or gets diagnosed before your policy starts or during the waiting period won’t be covered. However, they have a reasonable policy for curable conditions: if something heals completely and shows no symptoms for 180 consecutive days, it can become eligible for coverage again. This applies to things like broken bones, sprains, upper respiratory infections, and dental fractures.
Elective and preventative procedures outside of wellness plans aren’t covered. This includes anal gland expression, tail docking, ear cropping, nail trimming, declawing, and dewclaw removal. These exclusions are standard across the industry.
Waiting Periods
Here’s where Pets Best loses some points compared to competitors. The standard waiting periods are three days for accidents and 14 days for illnesses (including hip dysplasia). The big one to watch is the six-month waiting period for cruciate ligament conditions, which is significant if you have a breed prone to knee problems.
The silver lining is that you can potentially waive some waiting periods by having your vet examine your pet within a specific window around your policy start date (up to 3 days before or 7 days after). You’ll need to submit the required form within 30 days of the exam.
Policy Flexibility
Enrollment starts as young as 7 weeks old with no upper age limit. Policies automatically renew annually, and you can cancel anytime, with the cancellation taking effect the day after your request. You can adjust your coverage levels (deductible, reimbursement percentage, coverage limit) through your customer account, though some changes may only be available at renewal.
Special Features Worth Mentioning
Every Pet Best policy includes access to their 24/7 Pet Helpline at no extra cost (it’s normally valued at $100 per year). The helpline is staffed by veterinary technicians and licensed veterinarians who can answer questions via phone, live chat, mobile chat, or email. They can’t prescribe medication or replace an actual vet visit, but they can help you figure out whether your pet’s symptoms warrant an emergency trip or can wait until morning.
The mobile app lets you manage everything on the go: submit claims by photographing your invoice, check claim status, access policy documents, and receive notifications. The functionality is solid when it works, though user reviews suggest the execution could be smoother.
Pets Best Affordability
This is the category where Pets Best genuinely earns its reputation. They consistently offer the lowest premiums among major pet insurance companies without stripping coverage down to meaninglessness.
What You’ll Actually Pay
For comprehensive accident and illness coverage with reasonable options (think $250 deductible, 90% reimbursement, and unlimited annual coverage), average monthly costs run about $47.58 for dogs and $29.36 for cats. That’s roughly $15 per month cheaper than the industry average for dogs.
The broader pricing range runs from about $11 to $60 monthly, depending on your pet’s specifics, though older dogs of certain breeds can see premiums climb to $445 or more per month. That’s not unique to Pets Best; every insurer charges more for senior pets and breeds with known health issues.
If you just want accident-only coverage, the flat-rate pricing is hard to beat: $9 monthly for dogs and $6 for cats, period. Age and breed don’t matter for this tier, making it one of the most accessible options for budget-conscious pet owners or those with pets that have pre-existing conditions, excluding them from comprehensive coverage.
How to Customize Your Costs
Pets Best offers genuine flexibility in how you structure your plan. Deductible options range from $50 to $1,000, with higher deductibles lowering your monthly premium. All deductibles are annual, meaning you only pay them once per policy year, regardless of how many claims you file.
Reimbursement percentages come in three flavors: 70%, 80%, or 90% of your covered vet bill after meeting your deductible. Unlike some insurers who reimburse based on a “usual and customary” fee schedule, Pets Best pays based on your actual bill. This matters because it means your reimbursement won’t be reduced if your vet charges more than some arbitrary industry average.
Annual coverage limits are $5,000, $10,000, or unlimited. Given that a single major illness or accident can easily run $10,000 or more, the unlimited option is worth considering if it fits your budget.
Available Discounts
Multiple discounts can help reduce your premium further. Insuring more than one pet gets you a 5% multi-pet discount on BestBenefit plans. Military members and veterans qualify for a 5% discount (though it’s not available in Alaska, Florida, Hawaii, or Tennessee). Similar 5% discounts apply to CareCredit cardholders, Dogs on Deployment members, and Farmers Insurance customers.
One cost to factor in: there’s a $2 payment processing fee on monthly, quarterly, or semi-annual premium payments. You can avoid this by paying annually, or it doesn’t apply if you live in Arkansas, Maryland, or New Hampshire.
Pets Best Claims Process
Filing claims is where pet insurance either proves its value or becomes a frustrating exercise in bureaucracy. Pets Best lands somewhere in the middle, offering multiple submission options and reasonably fast reimbursement, though some customers report friction in the process.
Submitting Claims
You’ve got options here: the mobile app, online customer portal, email, fax, or old-fashioned mail. The digital options are obviously faster; you can snap a photo of your invoice at the vet’s office and have it submitted before you even leave.
The online portal serves as your command center for tracking claim status, updating information, and managing your policy. When it’s working properly, it’s straightforward to use. The late 2025 website issues some customers experienced are worth monitoring, but the company appears to have been addressing these problems.
How Long Until You Get Paid
Reimbursement speed depends on your chosen payment method. Direct deposit to your bank account typically takes 5-7 days after claim processing. I suppose you have a CareCredit card set up as your default reimbursement method, which drops to 3-5 days. Paper checks are the slowest option, adding mailing time on top of processing.
Claim processing itself generally runs 3-7 days, assuming your submission is complete and doesn’t require additional documentation. Claims that need medical records verification or involve questions about pre-existing conditions will take longer.
The Direct Pay Advantage
The Vet Direct Pay option deserves special mention because it genuinely solves a real problem. Instead of paying thousands upfront and waiting for reimbursement, you can have eligible claim amounts sent directly to your vet. You’ll still owe your deductible, coinsurance amount, and any non-covered items, but the bulk of a major bill can bypass your bank account entirely.
To use it, you submit a veterinarian reimbursement release form signed by your vet along with your claim. Once processed, the payment goes straight to the vet’s office. Not every veterinary practice will agree to wait for insurance payment, so check with yours before assuming this option will work in every situation.
What Happens Behind the Scenes
When you submit a claim, Pets Best typically requests your pet’s medical records to verify the condition isn’t pre-existing. This is standard industry practice, not unique to Pets Best. Records requests usually go out after claim submission, which is why first-time claims often take longer than subsequent ones for the same condition.
Claims are reviewed by a team that includes licensed veterinarians and veterinary technicians, so actual medical professionals are evaluating whether your claim qualifies for coverage. If something gets denied, you have the right to appeal and request a more detailed explanation.
Pets Best Customer Service
Customer service is where Pets Best shows the most room for improvement. The resources are there, but execution seems inconsistent based on customer feedback.
Getting Help
Phone support operates Monday through Friday from 6 AM to 7 PM Mountain Time, with reduced Saturday hours from 6 AM to 2 PM. That’s decent but not exceptional; if your pet has an emergency on Sunday, you’re limited to the 24/7 Pet Helpline for health questions rather than policy or claims support.
The 24/7 Pet Helpline itself is a genuinely useful resource, staffed by veterinary professionals who can help you assess whether symptoms warrant an emergency vet trip. It’s included free with every policy, accessible via phone, live chat, mobile chat, or email.
For non-urgent matters, email support is available through the customer portal. Response times vary based on volume.
Digital Tools
The mobile app offers core functionality like claim submission, status tracking, policy management, and push notifications. On paper, it’s everything you need. In practice, user reviews describe it as essentially a rebranded browser window with persistent login issues. Some users report needing to re-verify their identity repeatedly or experiencing crashes mid-submission.
The online customer portal provides the same functionality for those who prefer desktop access. When the system is working properly, it’s reasonably intuitive. The late 2025 technical issues affected both the app and the web portal, frustrating customers who couldn’t access their accounts or submit claims for extended periods.
What Customers Say
Trustpilot reviews give Pets Best 4 out of 5 stars, with most positive feedback centering on claims handling and the coverage itself. Satisfied customers praise prompt reimbursements, fair claim evaluations, and helpful customer service representatives.
The negative feedback clusters around a few themes: claim denials that customers felt were unfair (particularly around what constitutes an “accident”), significant premium increases at renewal, and difficulty reaching customer support during high-volume periods. The BBB complaint situation, where the company failed to respond to 40 filed complaints, is a legitimate concern that suggests responsiveness may be inconsistent.
Reddit sentiment runs about 70% positive based on available discussions, with users appreciating clear policies and responsive service when they can reach someone. Critics focus on coverage gaps and reimbursement delays.
Customer Quotes
The positive side: “Pets Best app is simple to use. Everything is explained, and if you provide all the necessary paperwork, the refund is in your bank account or mailbox quickly.” Another satisfied customer noted they’ve “had Pets Best for almost 3 years now and have used it 3 times. Have always received my reimbursement promptly.”
The negative side: “Similar to regular insurance, they deny, deny, deny. Don’t cover things that are clearly covered. And raise rates criminally.” Another frustrated customer described the website as “atrocious” even though their claim was ultimately approved, adding that it’s “impossible to speak with anyone.”
Pros and Cons of Pets Best
Pros
- Best-in-Class Affordability This isn’t marketing fluff. Pets Best consistently ranks as the cheapest major pet insurer for both dogs and cats. The savings over a pet’s lifetime can be substantial, especially if you have a young, healthy pet and maintain coverage for years.
- Vet Direct Pay Actually Works. The ability to have your vet paid directly eliminates one of the biggest pain points in pet insurance: fronting thousands of dollars during an emergency and praying for reimbursement. Not every insurer offers this, and Pets Best does it well.
- Senior Pets Get Equal Treatment. No age limits, no coverage reductions as pets age. If you adopt an older dog or have an aging cat, you won’t find yourself suddenly uninsurable or facing prohibitive rate increases designed to push you away.
- Meaningful Coverage Options: Three tiers of accident and illness coverage, an accident-only option, and two wellness add-ons mean you can actually tailor a plan to your situation rather than accepting whatever one-size-fits-all option an insurer offers.
- Curable Pre-Existing Conditions Can Regain Coverage.e The 180-day symptom-free policy for curable conditions is more generous than many competitors. If your pet had a minor issue before coverage started but recovered completely, it can become covered again.
Cons
- Accident Waiting Period Lags Competitors Three days isn’t forever, but when MetLife offers immediate accident coverage, Pets Best’s waiting period becomes a competitive disadvantage. A lot can happen in three days.
- Cruciate Ligament Wait Is Brutal. Six months is a long time to wait for coverage on one of the most common expensive injuries in dogs. If you have a Labrador, Golden Retriever, or other breed prone to ACL tears, this waiting period matters.
- Customer Service Has a Blind Spot. The BBB complaint situation is concerning. Companies with good customer service don’t ignore 40 complaints. Combined with the late 2025 website issues and mixed app reviews, there’s a pattern suggesting customer support isn’t a top organizational priority.
- Premium Increases Are Real. This is true across the industry, not just Pets Best, but customers consistently report significant price jumps at renewal, sometimes 20-30% or more. Budget accordingly.
Our Verdict
Pets Best occupies a sweet spot in the pet insurance market: comprehensive coverage at genuinely affordable prices, backed by a company with nearly 20 years of experience and solid financial backing. For budget-conscious pet parents who want real protection without premium prices, it’s one of the best options available.
The Vet Direct Pay feature alone might be worth choosing Pets Best over competitors. When you’re in an emergency situation with your pet, having the insurance company pay the vet directly instead of expecting you to float thousands of dollars removes a huge stress factor.
That said, go in with realistic expectations about customer service. If something goes wrong with a claim, you may need to be persistent. The BBB complaint history and recent website issues suggest this isn’t a company where problems get resolved quickly or easily. You’re trading potentially smoother customer service for lower premiums. Consider Prudent pet insurance if your goal is claim assistance.
For pet parents who want flexibility in structuring their coverage, Pets Best makes financial sense. If responsive customer service is your top priority or you need immediate accident coverage, look at alternatives like MetLife or Embrace.
Methodology
Our evaluation weighted five categories based on their importance to the average pet insurance buyer:
Affordability (30%): We compared pet insurance premium costs across multiple pet profiles, factoring in available discounts and fee structures. Pets Best’s industry-low prices drove their strong score here.
Claims Process (20%): We evaluated submission options, processing times, reimbursement speed, and the availability of direct vet payment. Multiple submission methods and reasonably fast processing earned a solid score, though customer friction reports prevented a higher rating.
Customer Service (20%): We assessed accessibility, digital tools, and customer satisfaction metrics from Trustpilot, BBB, and Reddit. The BBB complaint situation and app issues significantly impacted this score.
Stability (20%): We examined A.M. Best ratings, years in business, corporate backing, and regulatory standing. Strong financial backing offset by mixed underwriter ratings resulted in an above-average score.
Coverage Options (10%): We reviewed plan variety, what’s covered and excluded, waiting periods, and special features. Comprehensive offerings with genuine customization options earned a high score, with waiting periods being the main drawback.
Our review methodology weighs five key factors to generate overall scores. We analyzed 20 pet insurance providers across identical criteria, then applied a curve based on the top performer to ensure fair comparisons.
Pets Best Category Scores
- Financial Strength: 7/10
- Coverage Options: 8/10
- Affordability: 9/10
- Claims Experience: 7/10
- Customer Experience: 6/10
Check out our complete methodology and see how every provider stacked up in our Pet Insurance Reviews.
