Founded in 2005 by veterinarian Dr. Jack Stephens, Pets Best aims to reduce pet euthanasia due to financial constraints by offering flexible and customizable insurance plans. The company provides comprehensive accident and illness coverage, accident-only plans, and optional wellness add-ons, with broad coverage and no age limits, making it suitable for pets of all ages. Additionally, Pets Best enhances user experience with an online claims submission system, a 24/7 pet helpline, and the option for direct vet payments. With competitive pricing, extensive coverage, and strong customer feedback, Pets Best consistently ranks highly, earning a 5-star rating from Forbes Advisor.

Pets Best offers multiple contact methods, including phone, email, mail, live chat, and fax. The customer service team is available Monday through Friday from 6:00 AM to 7:00 PM (Mountain Time) and Saturday from 6:00 AM to 2:00 PM. All policies include a 24/7 pet helpline (provided by whiskerDocs) for round-the-clock consultations. Customers can manage policies, submit claims, and choose reimbursement methods—direct deposit (5-7 days), CareCredit card (3-5 days), or direct vet payments—via an online portal.

Trustpilot Rating:

4.0/5 (based on 5,357 reviews as of May 31, 2025).

BBB Rating:

A+ (Pets Best Insurance Services, LLC is BBB accredited).

Common Complaints:

Long Claims Processing Times: Some customers report delays in claims processing (39-45 days), which can be inconvenient for high vet bills.
Claims Denials: Some customers experience denials or disputes over pre-existing conditions, requiring multiple appeals.
Premium Increases: Premiums may rise significantly upon renewal due to pet age or inflation.
Cumbersome Documentation: Customers must collect vet records themselves, and missing documents can delay claims.

• Flexible Plan Options: Customers appreciate customizable annual limits, reimbursement rates, and deductibles to fit various budgets.

• Fast Claims Experience: Some report easy claims submission via the app, with reimbursements as quick as 2 days.

• Comprehensive Coverage: Includes dental illnesses, hereditary conditions, cancer treatment, and more, with no age restrictions, ideal for senior pets.

• Friendly Customer Service: Many praise the responsiveness and professionalism of support, especially the 24/7 helpline.

Pros:

• Flexible plans with customizable annual limits, reimbursement rates, and deductibles

• Broad coverage, including dental illnesses, hereditary conditions, cancer treatment, and emergency care

• No age limits, suitable for senior pets

• 24/7 pet helpline for constant support

• Direct vet payments reduce out-of-pocket costs

• 5% multi-pet discount and military discounts in some states

• Convenient online claims submission with a highly rated app (average 4.8/5)

Cons:

• Long claims processing times (39-45 days), potentially impacting cash flow

• No coverage for parasite treatments (e.g., fleas, ticks, heartworms), more restrictive than some competitors

• Premiums may increase significantly as pets age

• Strict claims documentation requirements, with customers responsible for gathering vet records

• Excludes pre-existing conditions, preventive care, special diets, or experimental treatments

Pets Best is a flexible and cost-effective pet insurance option, ideal for pet owners seeking customizable policies. Its no-age-limit policy and comprehensive coverage (including dental illnesses and hereditary conditions) make it highly competitive, particularly for senior pet owners. The 24/7 pet helpline and direct vet payment option add convenience. However, lengthy claims processing times (39-45 days) and the exclusion of parasite treatments may deter some customers. Potential clients should compare premium growth trends and parasite coverage with other insurers. Overall, Pets Best's robust offerings make it one of the top pet insurance providers in 2025, ideal for those balancing cost and coverage.

Phone: 1-877-738-7237 (Monday–Friday 6:00 AM–7:00 PM, Saturday 6:00 AM–2:00 PM, Mountain Time)

Email: Available via the contact page on www.petsbest.com

Mailing Address: Pets Best Insurance Services, LLC, 965 Keller Rd, Altamonte Springs, FL 32714

Live Chat: Available on the website

Fax: Supports faxed claims submissions

Online Portal: Allows claims submission, policy management, and updates

24/7 Pet Helpline: All policies include whiskerDocs' round-the-clock consultation service