Key Takeaways
- Pets Best offers three accident and illness plan tiers (Essential, Plus, Elite) plus a standalone accident-only option, giving pet owners more plan customization than most competitors.
- Hereditary and congenital conditions are covered across all plans. Exam fees and alternative therapies only appear on the Plus and Elite tiers, so the Essential tier is genuinely bare-bones.
- Waiting periods are 3 days for accidents, 14 days for illness, and 6 months for orthopedic conditions including cruciate ligaments. That six-month window is a real gap for breeds prone to knee injuries.
- Customer reviews are generally positive on price and claims speed. Service responsiveness is the consistent weak point, with 40 unanswered BBB complaints on record.
- The accident-only plan has no upper age limit and flat-rate pricing regardless of breed, making it one of the more accessible options for older pets or budget-constrained owners.
Pets Best Overview
Pets Best offers three accident and illness plan tiers plus a standalone accident-only option, which puts more customization on the table than most competitors bother to offer. Founded in 2005 by Dr. Jack Stephens, the veterinarian who issued the first U.S. pet insurance policy (to Lassie, in 1981), the company now covers over 500,000 pets and consistently ranks among the most affordable options for real accident and illness protection.
The tiered structure matters because the gaps between tiers are real. Essential is genuinely stripped down. Plus adds exam fee coverage. Elite adds rehab, behavioral therapy, and alternative treatments. Choosing the wrong tier means either overpaying for coverage you don’t need or finding out mid-claim that your plan doesn’t cover a routine exam fee.
Pets Best earned a 9.3 out of 10 in our scoring model and holds a spot among our best pet insurance picks. Here is what you need to know before signing up.
Who Should Consider Pets Best?
Pets Best makes the most sense for budget-conscious owners who want genuine accident and illness protection without paying for the highest-tier plan a competitor offers. The Essential tier and the accident-only plan both serve owners who need coverage to exist without needing it to be comprehensive. The accident-only plan is particularly useful for older pets, since there is no upper age limit and pricing is flat regardless of breed.
If you need immediate accident coverage with no waiting period, look elsewhere. MetLife offers that. If responsive customer service is your top priority, the BBB complaint record here should give you pause. And if you have a Labrador or Golden Retriever, the six-month orthopedic waiting period is a meaningful gap you need to account for before your first renewal.
Pets Best Strengths
- Tiered Plans for Different Budgets: Three accident and illness tiers mean you are not forced into a one-size-fits-all product. Essential covers the basics at the lowest price point. Plus adds exam fees, which run $50 to $200 per visit. Elite adds rehab, behavioral therapy, and alternative treatments like acupuncture and hydrotherapy. The differences are substantive, not cosmetic.
- Accident-Only Plan With No Age Ceiling: At $9 monthly for dogs and $6 for cats, the accident-only plan covers broken bones, bite wounds, poisoning, and foreign object ingestion at a fixed rate regardless of your pet’s age or breed. That is unusual. Most insurers price by age and breed even on bare-bones plans.
- Vet Direct Pay at Participating Clinics: Pets Best can pay your veterinarian directly on eligible claims instead of reimbursing you after the fact. You submit a signed release form with your claim. Not every practice participates, so confirm with your vet before assuming this will work in an emergency, but when it does work it removes the problem of fronting a large bill.
- Hereditary and Congenital Coverage Across All Tiers: Hip and elbow dysplasia, luxating patella, IVDD, cherry eye, Wobbler Syndrome, and epilepsy are covered on every plan, including Essential. Many budget insurers exclude these or charge extra for them.
Pets Best Weaknesses
- Essential Tier Excludes Exam Fees: Exam fees are one of the most common line items on any vet bill. The Essential tier does not cover them. You only get exam fee reimbursement starting at the Plus tier. If you pick Essential to save money and then file multiple claims in a year, the uncovered exam fees add up fast.
- Six-Month Orthopedic Waiting Period: Three days for accidents and 14 days for illness are standard. The six-month wait for cruciate ligament conditions is not. ACL tears are among the most expensive dog injuries, and if you have a breed with a known predisposition, that waiting period is a real coverage gap, not a technicality.
- Customer Service Responsiveness Is Inconsistent: Pets Best has failed to respond to 40 complaints filed with the BBB. That is not a rounding error. Combined with reported difficulties reaching support during high-volume periods and the late 2025 website and portal outages, there is a documented pattern of the company being slow to engage when something goes wrong.
Pets Best Pet Insurance
Best for ValuePets 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.
Company Background
Dr. Jack Stephens founded Pets Best in 2005, but his connection to the industry goes back further. He created the first U.S. pet insurance company in 1981 and issued the inaugural policy to Lassie. His stated mission was preventing “economic euthanasia,” the scenario where a treatable pet gets put down because the owner cannot afford the bill.
The company is headquartered at 11333 N. Scottsdale Rd in Scottsdale, Arizona, and covers dogs and cats across all 50 states, Washington D.C., and Canada. No exotic pets. In March 2024, Independence Pet Holdings completed its acquisition of Pets Best from Synchrony. The brand and leadership remained in place, and existing policyholders were not materially affected.
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 specify which one. Pets Best is actively moving policies toward Independence American Insurance Company, which carries an A- (Excellent) financial strength rating from A.M. Best. American Pet Insurance Company is not currently rated by A.M. Best.
Pets Best is a founding member of NAPHIA, the North American Pet Health Insurance Association. NAPHIA membership carries reporting and ethical practice requirements, not just a logo.
Pets Best Coverage Options
Plan Tiers
The BestBenefit accident and illness plans come in three tiers. Essential is the entry-level option. It covers accidents, illnesses, hereditary conditions, congenital conditions, and cancer treatment, but it does not cover exam fees. Plus adds exam fee coverage, which matters on almost every claim. Elite adds alternative therapies including acupuncture, hydrotherapy, cold laser treatment, physical therapy, and behavioral therapy. Dental illness coverage also varies by tier, with more comprehensive dental on higher plans.
The accident-only plan is structurally different from the tiered options. It has fixed terms: $250 deductible, 90% reimbursement, $10,000 annual limit. No customization. Covered conditions include broken bones, bite wounds, accidental poisoning, lacerations, and foreign object ingestion. At $9 per month for dogs and $6 for cats, the pricing does not change based on age or breed, which is a meaningful distinction for owners of older pets.
Wellness Add-Ons
Two wellness tiers are available: EssentialWellness ($305 in annual benefits) and BestWellness ($535 in annual benefits). Both cover annual exams, vaccinations, blood work, dental cleanings, and spay/neuter. No deductible applies, and coverage starts the day after enrollment, unlike the main insurance plans which have waiting periods.
What Is Covered
BestBenefit plans cover a genuinely broad range of conditions. On the accident side: broken bones, lacerations, poisoning, car accidents, foreign object ingestion requiring surgery, and injuries sustained while hunting or working. Illness coverage includes cancer with chemotherapy and medication, diabetes, arthritis, allergies, cruciate ligament injuries (after the orthopedic waiting period), skin and ear infections, urinary tract infections, and epilepsy.
Hereditary and congenital conditions are covered across all tiers. That includes hip and elbow dysplasia, luxating patella, cherry eye, IVDD, Wobbler Syndrome, glaucoma, and epilepsy. Emergency care is available at any licensed veterinarian in the U.S. or Canada, including specialists and emergency clinics. There is no network requirement.
Dental coverage for periodontal disease and accident-related dental injuries is included, though the scope varies by tier. Routine cleanings require a wellness add-on. Prescription medications and medically necessary euthanasia are covered under the main plans.
What Is Excluded
Pre-existing conditions are excluded, which is standard. Pets Best does have a pathway for curable conditions: if a condition resolves completely and shows no symptoms for 180 consecutive days, it can become eligible for coverage again. That applies to things like fractures, sprains, upper respiratory infections, and dental fractures. Elective procedures are excluded across the board, including ear cropping, tail docking, declawing, and nail trimming.
Waiting Periods
Three days for accidents. Fourteen days for illnesses, including hip dysplasia. Six months for cruciate ligament conditions. The six-month orthopedic wait is the number that matters most for dog owners. Breeds with known ACL predisposition are effectively unprotected for that condition for the first half of the policy year. Some waiting periods can be waived if your vet performs an exam within three days before or seven days after your policy start date and you submit the required form within 30 days.
Policy Structure
Enrollment starts at 7 weeks old with no upper age limit. Deductibles are annual, ranging from $50 to $1,000. Reimbursement options are 70%, 80%, or 90% of your actual vet bill, not a “usual and customary” fee schedule. Annual coverage limits are $5,000, $10,000, or unlimited. Policies renew annually and can be canceled at any time, effective the day after the request.
24/7 Pet Helpline
Every policy includes free access to a 24/7 helpline staffed by veterinary technicians and licensed veterinarians. It is available by phone, live chat, mobile chat, or email and is valued at $100 per year. It cannot replace a vet visit or prescribe medication, but it can help you decide whether a symptom needs emergency attention or can wait until morning.
Pets Best Affordability
Pets Best consistently prices below the major pet insurance field. For comprehensive accident and illness coverage with a $250 deductible, 90% reimbursement, and unlimited annual coverage, average monthly costs run approximately $47.58 for dogs and $29.36 for cats. The industry average for dogs with similar coverage is closer to $62 per month.
The broader pricing range runs from about $11 to $60 monthly for most pets. Senior dogs of certain breeds or dogs with elevated risk profiles can see premiums well above that, but that is true across every insurer. The accident-only plan is the most straightforward pricing in the category: $9 per month for dogs, $6 for cats, fixed regardless of age or breed.
Sample Monthly Premiums by Tier
Premium varies by pet age, breed, and location, but as a general reference point for a mid-sized mixed-breed dog in a mid-cost metro area with a $250 deductible and 90% reimbursement: Essential runs roughly $35 to $45 per month, Plus runs roughly $45 to $55 per month, and Elite runs roughly $55 to $70 per month. The accident-only plan is a flat $9. Get a direct quote from Pets Best for your specific pet before making comparisons, since these numbers shift materially by location and breed.
Discounts
A 5% multi-pet discount applies to BestBenefit plans when you insure more than one pet. Military members and veterans qualify for a 5% discount, though not in Alaska, Florida, Hawaii, or Tennessee. Additional 5% discounts apply for CareCredit cardholders, Dogs on Deployment members, and Farmers Insurance customers. Monthly, quarterly, and semi-annual billing add a $2 processing fee; paying annually avoids it. Residents of Arkansas, Maryland, and New Hampshire are exempt from that fee regardless of payment schedule.
Pets Best Claims Process
Claims can be submitted via the mobile app, online portal, email, fax, or mail. The digital options are faster. Photographing your invoice at the vet’s office and submitting through the app before you leave is the most efficient path.
Reimbursement by direct deposit typically takes five to seven days after processing. CareCredit reimbursement runs three to five days. Paper checks add mailing time. Claim processing itself generally runs three to seven days on clean submissions. Claims requiring medical records verification or involving questions about pre-existing conditions take longer. Pets Best requests medical records on first-time claims as standard procedure, which is why initial claims for a condition routinely take longer than follow-up claims for the same issue.
Vet Direct Pay
The Vet Direct Pay option routes the insurer’s portion of a covered bill straight to the veterinary practice instead of reimbursing you. You submit a release form signed by your vet along with the claim. You still owe your deductible, coinsurance, and any non-covered items at the time of service. The option is available at participating clinics, not universally, so confirm your vet’s willingness before a crisis makes the question urgent.
Claims are reviewed by a team that includes licensed veterinarians and veterinary technicians. If a claim is denied, you have the right to appeal and request a detailed explanation.
Pets Best Customer Reviews
Trustpilot reviews average 4 out of 5 stars across hundreds of submissions. The positive feedback concentrates on claims speed, fair evaluations, and pricing. Customers who file straightforward claims and receive prompt reimbursements are generally satisfied.
The critical reviews cluster around a few consistent themes: claim denials that customers felt contradicted the policy language, significant premium increases at renewal (20 to 30 percent is a commonly cited range), and difficulty reaching support during high-volume periods. One representative negative review described the website as “atrocious” even though the underlying claim was approved, adding that it was “impossible to speak with anyone.” That combination, a paid claim buried under a poor service experience, shows up across multiple review platforms.
Reddit sentiment runs approximately 70% positive based on available discussions, with users frequently citing clear policy terms and straightforward reimbursement when they can get through to someone. The 40 unanswered BBB complaints are the harder data point. A company with genuinely responsive customer service does not accumulate that kind of record.
The late 2025 portal outages contributed to a spike in negative reviews during that period, with some customers unable to access accounts or submit claims for extended stretches. The technical issues appear to have been addressed, but they reinforced the pattern of customer service being the company’s weakest category.
Pros and Cons of Pets Best
Pros
- Three accident and illness tiers let you match coverage to budget without defaulting to the most expensive plan.
- Accident-only plan carries no upper age limit and flat pricing regardless of breed, which makes it genuinely accessible for older pets.
- Vet Direct Pay is available at participating clinics and removes the burden of fronting large bills during emergencies.
- Hereditary and congenital conditions covered across all plan tiers, including Essential.
- Premiums consistently undercut the major field, with average dog coverage running roughly $15 per month below the industry average.
Cons
- Essential tier excludes exam fees, which appear on nearly every vet bill and add up quickly across multiple claims in a year.
- Six-month orthopedic waiting period is a significant gap for breeds prone to cruciate ligament injuries.
- Customer service responsiveness is inconsistent. Forty unanswered BBB complaints is not a minor issue, and the pattern is reinforced by mixed reviews across Trustpilot and Reddit.
- Renewal premium increases can be steep. Budgeting for 20 to 30 percent annual increases is not unreasonable based on what customers report.
Our Verdict
Pets Best is the right choice for budget-conscious owners who want real coverage and are willing to trade some customer service polish for lower premiums. The tiered plan structure gives you more control than most competitors offer. The accident-only plan is one of the better options in the category for older pets or owners who cannot justify full accident and illness premiums. Hereditary condition coverage across all tiers is a genuine differentiator at this price point.
The trade-off is customer service. The BBB complaint record, the late 2025 portal issues, and the pattern of mixed responsiveness in reviews all point to the same gap. If a claim gets complicated, you may need to be persistent in a way you would not with some competitors. If that matters more to you than price, consider Prudent Pet Insurance for a stronger service experience.
If you need immediate accident coverage with no waiting period, MetLife is the better call. If you want stronger alternative therapy and rehab coverage without stepping up to Pets Best’s Elite tier, Embrace is worth comparing directly.
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. The tiered structure and accident-only option earned a high score; waiting periods, particularly the six-month orthopedic wait, pulled it back slightly.
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 guide.
