Pets Best Review

Pets Best legitimacy and licensing

Yes. Pets Best was founded in 2005 in Boise, Idaho by Dr. Jack Stephens, a veterinarian who issued the first North American pet insurance policy, and Greg McDonald. It joined Independence Pet Holdings in 2024 and says it has insured more than 1 million pets. Pets Best Insurance Services, LLC administers the policies, which are underwritten by licensed insurers: American Pet Insurance Company, Independence American Insurance Company, Independence Pet Insurance Company or MS Transverse Insurance Company, depending on your state.

AM Best affirmed Independence American’s A- (Excellent) rating in December 2025. Pets Best has an A BBB rating, accredited since May 2026, with 363 complaints in three years.

Pets Best cost

Pets Best’s cost page lists average accident and illness premiums of $36 to $58 a month for dogs and $22 to $34 for cats, based on its own sales data from October 2022 to September 2023. Accident-only coverage is $9 a month for dogs and $6 for cats ($10 and $7 in Washington). Current quotes may be higher, since those averages are two to three years old.

Your price depends on your pet’s age, species, breed and ZIP code, and the options you choose. In the Arizona sample policy, reimbursement runs from 50% to 90%, the annual deductible from $50 to $2,000 in $50 steps, and the annual limit $2,500, $5,000, $10,000 or unlimited. A higher deductible and lower reimbursement lower the premium.

What Pets Best covers

Accident and illness plans cover eligible accidents, illnesses, cancer, hereditary and congenital conditions such as hip dysplasia and luxating patella, emergency care, surgery, hospitalization and dental disease, at any licensed vet in the U.S. or Canada. Pre-existing conditions are not covered; the policy treats anything a vet advised on, treated, or had signs of before coverage or during a waiting period as pre-existing.

In the Arizona sample policy, exam fees, take-home prescription medications, and rehabilitation or acupuncture are supplemental benefits you must add at enrollment for an extra premium. Wellness plans for routine care such as vaccines and dental cleanings are separate add-ons.

Pets Best complaints

On Trustpilot, 16% of 6,464 reviews are one star, and Trustpilot notes Pets Best hasn’t replied to negative reviews. The most common complaint is premium increases, with reviewers describing large jumps at renewal or after claims. Others describe denied claims, including dental work classed as routine, and being passed between customer service and claims. On the positive side, many reviewers say claims were processed in days.

To limit surprises, get your vet records to Pets Best early, ask how a condition will be treated before major dental or orthopedic work, and check your renewal notice each year.

Claims, refunds and cancellation

Submit claims with paid invoices within 180 days of treatment through the app or Customer Center. With Direct Vet Pay, available on all plans, Pets Best can pay eligible claims to your vet. You can cancel within 30 days of the policy start for a full refund if no claims have been paid. After that, cancel online, by phone or in writing, and unearned premium is refunded pro rata. Policies renew automatically each year.

If a claim is denied

Ask Pets Best for the denial reason in writing and the policy section it relies on, then follow the dispute steps in your policy. Pet insurance is regulated by your state insurance department, which takes complaints against insurers and administrators. Find yours through the National Association of Insurance Commissioners at naic.org.