Pets Best Insurance Review & Complaints: Pet Insurance (2024)

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Pets Best was founded by a veterinarian and has a history that is connected to that of VPI (now Nationwide). The company provides emergency insurance plans for both cats and dogs and also has a routine care option.

Who is Pets Best?

Pets Best company history is a bit confusing and required a little digging to clarify. After an incident in 1979 when a dog was euthanized due to the cost of treatment, veterinarian Dr. Jack Stephens set out to find a better solution for every pet parent that needs help affording veterinary care. The company he founded in 1980 was Veterinary Pet Insurance (VPI), which later became a part of Nationwide. In 2004, Stephens left VPI and founded a new company, Pets Best, a competitor for the first company (read our “Nationwide Pet Insurance Review & Complaints: Pet Insurance” for more information).

The Pets Best website does not make all of this clear; the wording makes it appear that they are the first veterinary pet insurance company and that they wrote the first pet insurance policy in North America for Lassie. Both of those honors actually belong to VPI.

In 2008, the year that Dr. Stephens founded the North American Pet Health Insurance Association, Pets Best expanded into Japan. They continued to grow and offer their plans across the country.

Pets Best is headquartered in Boise, Idaho. They support multiple pet-related charities both locally and across the country.

These pet health insurance policies can be purchased online for both dogs and cats, or over the phone.

What Pets Best insurance plans are there?

Pets Best’s main plan is their accident and illness plan. They also offer an accident-only policy, and the option to tack on an extra coverage in the form of a wellness coverage plan to any of the above, which allows the owner to customize their pet insurance plan to get the comprehensive coverage they need. Keep in mind, each additional insurance coverage will tack on a few dollars onto your monthly premium.

BestBenefit Plan

Pets Best accident and illness plan is called BestBenefit, which has a range of options available to suit needs and budget.

What is Covered?

The BestBenefit health insurance policy covers a long list of common services for accidents or illnesses. These coverage details include:

• Hospitalization/emergency care
• Surgery
• Diagnostic tests
• Hereditary conditions
• Cancer treatment
• Behavioral conditions, behavioral therapy
• Dental care, with restrictions

Most of the exclusions on the plan are common; as with any other pet insurance company, pre-existing medical issues are not covered. Elective and preventative care are also excluded, as are prescription food, special diets, and holistic treatments.

Some plans do cover extended services, including coverage for an exam fee, rehabilitation/physical therapy, and parasite care. Unlike most pet insurance, prescription medication is not covered under all plans, but prescription coverage is available as a plan option.

What are the benefits?

Plan benefits can be selected from either a cap of $5,000 a year or unlimited annual coverage. The reimbursement levels are similar to most companies, with the choice of 70, 80, or 90%.

Annual deductible options range from $50 up to $1,000; your selection will increase or decrease your monthly premium accordingly.

There are three plan levels: Essential, Plus, and Elite, with each adding extra benefits. At the Plus level, wellness exam fees are covered, and at the Elite level rehabilitation, acupuncture/alternative therapy, and chiropractic care are also included.

What is the Accident Only Plan?

Pets Best offers accident-only coverage at a flat rate. This plan covers only accidental injuries and does not offer illness coverage including cancer, hereditary conditions, or non-accident-related surgery.

What is the Wellness Plan?

This add-on plan is available at two levels and can be purchased in conjunction with any other plan.

Essential Wellness is the base plan, and BestWellness is the higher end plan. Both plans offer a scheduled list of benefits, with BestWellness having a higher annual limit across the board. The low-end plan adds up to a total of $305 in available pet insurance coverage, with the high plan covering up to $535 worth of care.

Read more: 24PetWatch Insurance Review & Complaints: Pet Insurance

What are Pets Best insurance rates?

Our sample pet insurance quote returned rates for a one-year-old, mixed breed, medium-sized dog in California.

The recommended coverage offered the Plus plan at the unlimited level with a $250 deductible and a 90% reimbursement rate. The premium for this plan is $51.01 a month. This is a reasonable rate for this level of coverage compared to affordable rates other companies. It costs a few more dollars to kick up the coverage to the Elite plan.

We adjusted to the lowest level of coverage available; the Essential plan with a $5,000 cap, a $1,000 deductible, and 70% reimbursement. That rate came out to $12.82 a month. Again, that’s reasonable for the coverage level.

The system would not allow us to quote an unlimited plan with a deductible lower than $100. At that level, with 90% coverage, the Elite plan was quoted at $69.98 a month.

The Routine care add-on is a flat rate. It was offered at $16 a month for Essential or $26 a month for Best Wellness.

We then ran the same quotes for a one-year-old mixed breed cat. The recommended coverage came out to $30.20 a month. At the lowest coverage option, the rate came out to only $7.59 a month. Our most expensive quote, Elite with a $100 deductible, unlimited coverage, and 90% reimbursement, came out to a monthly rate of $41.43.

The routine care add-on prices did not change for a cat versus a dog, which is unusual.

According to the website, the accident-only plan has a flat rate of $6 a month for cats and $9 month for dogs in most states.

These rates are not the lowest we have seen, but they fall into the lower end of the average range for this type of pet insurance coverage.

Is enrollment easy?

Pets Best accepts enrollment online and over the phone. There is no upper age limit for enrollment, which starts at seven weeks old.

The waiting period after enrollment for accidents is three days; 14 days for illness and routine care coverage is available the day after enrollment. There is a six-month waiting period for cruciate ligament injuries.

Pets Best Insurance Claims Process

Ease of Filing a Claim

Pets Best Insurance offers a user-friendly claims process that can be initiated through multiple channels. Policyholders have the convenience of filing claims online, over the phone, or through mobile apps. This flexibility ensures that customers can choose the method that best suits their preferences and needs.

Average Claim Processing Time

Pets Best Insurance is committed to providing efficient claim processing. On average, the company aims to process claims within a swift five-day turnaround time. This speedy resolution helps alleviate the financial burden on pet owners during times of unexpected veterinary expenses.

Customer Feedback on Claim Resolutions and Payouts

Customer feedback plays a crucial role in evaluating an insurance provider’s performance. Pets Best Insurance has received both positive and negative reviews from policyholders.

While some customers have praised the company’s quick claim processing and direct payment options to vets, others have expressed concerns regarding denied claims, particularly related to pre-existing conditions. Understanding the claims process and coverage limitations is essential to ensure a smooth experience with Pets Best Insurance.

Pets Best Insurance Digital and Technological Features

Mobile App Features and Functionality

Pets Best Insurance offers a mobile app that provides policyholders with convenient access to their insurance information. The app is designed to streamline the insurance experience, allowing users to file claims, check policy details, and track claims status on-the-go. This digital tool enhances customer convenience and ensures easy management of pet insurance needs.

Online Account Management Capabilities

Policyholders can efficiently manage their pet insurance policies through Pets Best Insurance’s online account management platform. This feature enables customers to view and update policy information, access important documents, and make premium payments online. The online portal simplifies policy administration, offering a hassle-free experience for users.

Digital Tools and Resources

In addition to their mobile app and online account management, Pets Best Insurance provides valuable digital tools and resources to educate and assist policyholders. These resources may include informative articles, FAQs, and guides to help pet owners make informed decisions about their coverage.

Pets Best Insurance is dedicated to empowering customers with the information they need to make the best coverage choices for their beloved pets.

What do the ratings and consumer reviews say?

Pets Best has an A+ rating with the Better Business Bureau (BBB), where they have been accredited since 2005. There are 47 complaints on file in the past three years. Of those, 13 were closed in the past 12 months.

There are 138 Pet’s Best insurance reviews on Yelp, with an overall 2-star rating. Of the reviews, 27 are 5-star, and 90 are 1-star. The negative reviews follow the same pattern as we have seen with other pet insurance companies – many denied claims, particularly on the grounds of a pre-existing condition.

Google has 151 reviews, with an overall 3.8-star rating. Reviews here trend much more positively, with many happy customers citing a great customer service experience. Scattered among the glowing reviews are some negatives; again, denied claims are the top complaint.

Overall, there are quite a few positive reviews to balance some of the negative. As with all pet insurance companies, it is vital to get a clear understanding of how pre-existing conditions coverage works with your plan to avoid denied claims in the future. Pets Best does offer the option of pre-authorization for a payout, which reduces the odds of a claim being denied and may have prevented some of the  complaints of pet owners. This can also save you from the fallout of massive expenses from a vet visit.

What is the bottom line?

Pets Best has flexible plans with reasonable prices and offers comprehensive coverage with the option for wellness care. They have a good reputation and a solid background in the pet insurance industry that gives them experience beyond the number of years they have been in operation. Although they are not the least expensive, Pets Best is a good pet insurance provider for those seeking plans that cover a lot of services at a pretty good premium.