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Pets Best Pet Insurance Review

165 Customer Comments & Reviews - see all comments
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Pets Best Insurance Services, LLC is a Boise, Idaho-based pet insurance agency that covers dogs and cats for accidents and illnesses, and also routine care at additional cost.

The company was founded in 2005 and carries an A+ grade with the BBB. Pets Best specifically states that their mission is to end economic euthanasia of pets.
 
VIEW RATES

How is Pets Best rated?

Breakdown

4.3/5
Coverage
4.0/5
Cost
4.0/5
Extras

Overall Rating: 4.2 / 5 (Excellent)

Pets Best provides pet owners with a lot of latitude in selecting the right coverage for their pet and the best plan for their budgets. Its plans are quite comprehensive and comparatively low-cost.

The company offers two benefit limit choices: $5000 or unlimited. We prefer plans that offer the option of unlimited coverage, particularly when adding it doesn't drive costs sky-high. That's the case with Pets Best.

Pets Best has no age restriction; they will cover dogs and cats regardless of how old they are. The company does not exclude cruciate ligament issues so long as they occur after a 6-month waiting period. That's a significant competitive advantage for owners of dogs susceptible to that type of illness. In addition, plans include coverage for accidental dental and some dental illnesses.

Combined with the company's relatively low premiums, that make Pets Best a solid choice for pet parents seeking comprehensive, affordable protection.

Pets Best Coverage

Coverage - 4.3 / 5

Pets Best offers three levels of coverage. The Essentials plan reimburses you for the wide range of veterinary services offered by most pet insurance plans, but excludes exam fees for accidents and illnesses and rehabilitative, acupuncture, and chiropractic care. The company's Plus plan adds exam fees to the list of covered services and its Elite plan includes rehabilitative, acupuncture, and chiropractic care.

Pets Best also offers two tiers of wellness plans that can be added to any policy for an additional fee.
Pets Covered
Dogs
Cats
Coverage Types
Medical
Wellness
Vet Selection
Unrestricted
Out-of-State Coverage
Within US and Canada
Commercial Pets Covered

Medical Conditions Covered

  • Accidental
  • Illness
  • Hereditary
  • Congenital
  • Cancer
  • Chronic
  • Accidental Dental
  • Dental Illness

Medical Treatments Covered

  • Diagnostic Testing
  • Surgery
  • Hospitalization
  • Prescription Medications
  • Emergency Care
  • Specialty Care
  • Alternative Care
  • Behavioral Therapy
  • Prosthetics & Mobility Aids

Benefit Limits

Benefit Limits - 4 / 5

Pets Best offers two benefit cap options: $5,000 or unlimited. We like to see plans that offer, even at a minimum, significant coverage. One serious accident or illness could result in veterinary bills way in excess of the low benefit limits some other companies offer. $5000 seems a reasonable and cautious amount of insurance to carry if you want to be fully prepared to give your pet all the veterinary care he or she needs.
Benefit Limit Types
$5,000 or Unlimited

Reimbursement & Deductibles

Reimbursement - 5 / 5

Pets Best allows you to choose a reimbursement level of 70%, 80%, or 90%. Combined with the opportunity to customize a deductible, that flexibility can make pet insurance more affordable for a wider range of customers.
Reimbursement Model
Actual Cost
Minimum Percent Reimbursement
70%
Maximum Percent Reimbursement
90%

Deductibles - 5 / 5

Pet's Best allows you the flexibility to set your deductible in increments between $50 and $1,000. That's a broader range of options than many plans provide.
Deductible Type
Annual
Minimum Deductible Offered
$50
Maximum Deductible Offered
$1,000

Pricing: How much does Pets Best cost?

Cost - 4 / 5

Pets Best pricing is quite flexible. The company allows you to choose deductibles ranging from $50 to $1000 and reimbursement levels of 70%, 80%, and 90%. There are however, only two choices of benefit limits: an annual cap of $5000 or unlimited benefits.

The company's two higher-priced plans include reimbursement for exam fees resulting from accidents or illnesses, a feature that's not often found in other plans and can wind up saving customers quite a bit in out-of-pocket costs. Overall, Pets Best provide excellent coverage for the money.

Starting Monthly Premiums

Dog: Sample Monthly Premium, 1 year old male Golden Retriever in zip code 92683
$23.31
Cat: Sample Monthly Premium, 1 year old male American Shorthair in zip code 92683
$8.99
Rate Details: Annual deductible: $1000, Benefits cap: $5,000, Reimbursement model: 70% of actual cost
Available Discounts: 5% Multiple Pet Discount

Enrollment & Waiting Periods

Enrollment - 3.5 / 5

Pets Best allows enrollment at any age over 7 weeks. What's more, there are no age limits for policy extensions.

The waiting period for illnesses is 14 days. There is a 3-day waiting period for accidents. Some pet insurers exclude all cruciate ligament issues, but Pets Best will cover them 6 months after the effective date of your policy.
Min Enrollment Age
7 weeks
Accident Waiting Period
3 days
Illnesses Waiting Period
14 days
Free Look Period
30 days

Claims & Service

Extras - 4 / 5

Pets Best will not raise your premium due to the number or types of claims made within a given year. The company has updated its web portal and mobile app so you can see the status of your claim as it progresses and upload documents for the claim directly from your mobile device.

If you use direct deposit, Pets Best can place your claim reimbursement directly to your bank account and so your receive quickly.

Pets Best also features a 24/7 veterinary support line for all customers.
Claim Form
Email
Fax
Online Portal
Mobile App

Company Disclaimers

Pet insurance coverage offered and administered by Pets Best Insurance Services, LLC is underwritten by American Pet Insurance Company, a New York insurance company headquartered at 6100 4th Ave. S. Suite 200 Seattle, WA 98108, or Independence American Insurance Company, a Delaware insurance company located at 11333 N. Scottsdale Rd, Ste. 160, Scottsdale, AZ 85254. Pets Best Insurance Services, LLC (CA agency #0F37530) is a licensed insurance agency located at 10840 Ballantyne Commons Parkway, Charlotte, NC 28277. Each insurer has sole financial responsibility for its own products. Please refer to your declarations page to determine the underwriter for your policy. Terms and conditions apply. See your policy for details.

Contact & Additional Information

Homepage URL
https://www.petsbest.com/
Headquarters Address
2323 S. Vista Ave. Ste 100, Boise, ID, 83705
Mailing Address
2323 S. Vista Ave. Ste 100, Boise, ID, 83705
Year Founded
1970
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Customer Comments

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Nora C

3/31/2017
Buyer beware! My premium went from 36.00 month to over 66.00 month in just 3 years! Never saw that coming.
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Nora, Your rates can go up each year when your policy renews. In order for us to determine the adequate premium we need to maintain our services, we analyze total claims data related to pet age, breed, geographic location, and factor in general inflation. Rates are based on nothing more than the risk your pet represents. Older pets tend to see higher rates because their odds of health issues are increasing, as well as the odds that those issues are going to be more expensive. Rates do not increase due to claim history—it’s all based on potential risk. We encourage our customers with older pets not to cancel as they are—unfortunately—entering this area of greater risk. Please keep in mind we offer several options to find a policy that will best fit your budget. Please contact us at 1-877-738-7237 if you would like to go over these options.
S
Selena L

10/21/2015
After ten months of paying $50/month for "premium coverage," my 1.5-year-old puppy suffered a fall and injured his knee (luxating patella) requiring a $3,000-surgery. Pets Best refused to cover a single cent of the surgery because we were two months shy of making a full year with Pets Best AND because we failed to submit the "optional health check" report within the first 6 weeks of starting our policy with Pets Best. Apparently, if I had submitted the "optional health check" form within the allotted time, my puppy's surgery would have been covered. (When you're paying for "premium coverage" it seems dishonest to not provide service because the customer didn't realize the "optional health... Read More
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Selena, we are sorry to hear your frustration. A Luxating Patella, which is a congenital condition and subject to a 1 year waiting period. We provided the option to reduce this waiting period to 14 days by having your vet complete our Pet Health Checklist and return to us within the first 30 days of the policy, indicating the pet is free of any signs or symptoms of the 7 conditions on the checklist. This list of 7 conditions includes: Luxating Patella, Hip Dysplasia, Elbow Dysplasia, Osteochondritis Dissecans, Cruciate Ligament Injury, Portosystemic Shunt, and Cardiovascular defects. We provided this form upon sign up, and tried to reach out after sign up to urge you to complete it, but show it was never completed and returned. Given this, unfortunately this condition is subject to the waiting period of 1 year. The form is not required, but if you choose to not have the form filled out, its with the understanding these 7 issues are subject to the 1 year wait instead of the illness waiting period of 14 days. Additionally, you always reserve the right to appeal our decision. Would you like us to send you an appeal form?
S
Solange M

8/8/2016
Please do not get this pet insurance. It is a scam. They can turn any accidental injury into something that doesn't qualify. So do not believe what you read when it comes to "accidents". I even appealed and had the Vet write them a letter. My appeal was still declined. I wasted a lot of time and pointless effort. I will be cancelling and going with a competitor. The made a very poor business decision on their part. Instead of keeping a potential customer for the next 15 years, they would rather decline a claim that should have been covered under "accident". I guess they are the ones that are losing money, and customers in the long run.
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Solange, we are sorry to hear your frustration. We have reviewed your claim and veterinarian records show the injury was actually a Luxating Patella, which is a congenital condition and subject to a 1 year waiting period. We provided the option to reduce this waiting period to 14 days by having your vet complete our Pet Health Checklist and return to us within the first 30 days of the policy, indicating the pet is free of any signs or symptoms of the 7 conditions on the checklist. This list of 7 conditions includes: Luxating Patella, Hip Dysplasia, Elbow Dysplasia, Osteochondritis Dissecans, Cruciate Ligament Injury, Portosystemic Shunt, and Cardiovascular defects. We provided this form upon sign up, and tried to reach out after sign up to urge you to complete it, but show it was never completed and returned. Given this, unfortunately this condition is subject to the waiting period of 1 year. We are currently the only pet insurance company that offers the option to reduce the waiting period on congenital and hereditary conditions. Additionally, you always reserve the right to appeal our decision. Would you like us to send you an appeal form?
J
j r

1/10/2017
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 pruderies 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. 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... Read More
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi J, we are sorry to hear of your dissatisfaction with the claim process. Dental claims tend to be complex when there are fractures and extractions involved. In order to accurately process your claim and ensure you are receiving the most reimbursement, we may request medical records of the dental chart, depending on how long the vet clinic takes to send those in may delay the claim process. Our records show your claims for Emmett and Howie have been processed and reimbursed. We hope you have a better year.
D
Dana H

10/29/2015
AWFUL! They have not reimbursed a single dollar to us yet. Even the extra "wellness" policy that we purchased to cover the vaccines, etc. for our new puppy...they found a way to say it's all an "exclusion" or "out of policy waiting period" or "not covered" for blah blah blah reason. Their appeal process is a joke. Our puppy caught parvo, was on death's door, and had to be admitted to a pet hospital - over $4000 in bills. We only chose that option b/c we had pet insurance, and they denied it all. Horrific company to deal with - save your time, money, peace of mind, and patience!
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Dana, we would like to look into your claims to ensure they were processed accurately. However, we cant find you in our system. If you would like us to review your claims please contact us at 1-877-738-7237. We are available M-F 7:00am to 7:00pm MST and Saturdays 10:00am to 2:00pm MST.
A
Alisa L

9/24/2015
I am not quite sure how this insurance company was rated among the top ten, but I can tell you that they don't know what they are doing. I have had so many issues, and different requests from them. they are never consistent and give you the runaround to avoid paying you. I have spent one year and a half paying them a heft monthly fee for my pet and they have never reimbursed me a penny. They continually ask for documents already provided, request documentation from clinics my pet has never been to, and most of the staff is RUDE!!!!! The worst ever!!!!!
4 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Alisa, we understand your concern for coverage. In order to accurately process your claims for Luni, we need to request medical records from your vet. However, due to your decision to not disclose your pet's previous veterinarians, we were unable to request the information needed. If you would like us to re-open your claims please let us know, we can re-open claims within 180 days from the date of service, you will have to disclose Luni's previous vets. We are sorry to see you have cancelled your policy and wish you and Luni the best.
omahasystems

1/29/2020
Pets Best was a good company when it was family-owned and based in Idaho. I was a customer since 2016. Since the company's acquisition by Synchrony bank, claims seem to be reviewed first by "bean counters" (people tasked with finding ways to save money by immediately denying claims before full review). The company paid well, and within a week or so, for a CCL surgery for one of my dogs in 2018 before the company was sold to Synchrony. Fast forward to last month 12/2020, and my dog had to get surgery for periodontal disease. The company had required that the dog must have had their teeth evaluated and cleaned within the previous 13 months of the periodontal disease diagnosis. My dog... Read More
3 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi, this policy has been in place well before we merged with Synchrony. The periodontal disease clause has been in place since 2015 and has not changed. Have a good day.
S
Sanford s

1/18/2020
Took forever for a simple claim. I cancelled the policy and now with a decent company.
3 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-39 days to process especially if we need medical records. We appreciate your patience.
D
Derek

11/21/2019
DON’T DO IT... what a joke of a company!!!! They take your money quick but never respond to your claims when you have one!!! Even when your not getting money back!!!!! I can’t imagine waiting for a reimbursement from this company!!!! #PetsBest
3 People found this helpful.
HelpfulNot Helpful

P
Pets B  
Official Response

Support of Pets Best Pet Insurance
We understand your frustration regarding the delay recently experienced in claims. Your claim and your pet are important to us. We have experienced an overwhelming amount of growth in our business that was unexpected and are currently processing more claims than we anticipated. We are diligently working to get back up to speed, and we appreciate your business as we work towards that goal. At this time claims may take up to 25-39 days to process especially if we need medical records. We appreciate your patience.
Morgan P

11/20/2019
First of all, I have never done an online complaint like this before. But I feel so compelled to after my recent situation with Pets Best. I am very disappointed in Pets Best and how they have handled my current situation. I have been a customer of them for 8 years with my dog, Dr. Giggles. I began a new job recently where I travel a lot internationally to China, Eastern Europe, and other parts of the world where internet isn't always the best and most reliable. My debit card was stolen while I was out of country and had to contact my bank and have a new card issued. It meant that everything that was connected to my current debit card had to be changed to my new one. Since internet is not... Read More
3 People found this helpful.
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Pets B  
Official Response

Support of Pets Best Pet Insurance
Hi Morgan, thank you for your feedback. When a policy is cancelled for non payment, you have to start a new policy which does create a lapse in coverage. However, we have a 6 week grace period from the first payment denial to call in and bring your account current and during those 6 weeks we email, mail, and call you. We are sorry to see you go and wish you the best.
Our Partner
  • Save up to 90% off eligible vet bills
  • Accidents, illness & routine care
  • Easy online claims submissions
  • Wide range of plans & coverage options for your furry friend
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