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Common Questions About Pet Insurance

Quick Answers to All Your Pet Insurance Questions


How long are my waiting periods?

Pets Best offers some of the shortest waiting periods in the industry: just 3 days for accidents and the Accident Only plan, and 14 days for illnesses, the Cancer Plan, the Feline Illness Only plan and BestWellness coverage, if purchased.

Seven conditions are subject to a 12-month waiting period, which will be waived if your pet is examined by a veterinarian and determined to be in good health within 30 days of enrollment. The conditions are: Cruciate Ligament Injuries, Luxating Patellas, Portosystemic Shunts, Elbow Dysplasia, Hip Dysplasia, Osteochondritis Dissecans and Cardiovascular Defects. Learn more about our Pet Health Checklist.

When is a pet too old for pet health insurance?
Pets Best has no upper age limits, so you can insure your dog or cat at any age over 7 weeks. As your pet ages, more medical problems may develop and the need for pet health insurance will likely increase. Chronic disorders and medical problems that wouldn't be dangerous when young can be easily life threatening as your pet grows older.
When can I insure my pet with Pets Best?
You may enroll your dog or cat as early as 7 weeks of age. Like children, young dogs and cats have the highest risk of accidents. And because their immune systems aren't mature, they're more susceptible to infectious diseases. Pets Best plans have no upper age limits, so senior dogs and cats get the same great coverage as kittens and puppies.
My pet is already sick or injured. Can pet insurance help?
Pet insurance, as with all insurance, is for unexpected accidents and illnesses. As much as we would love to cover pets who are already ill or injured, the monthly premiums for everyone would simply be too costly. Many pet owners still choose to purchase insurance to cover future accidents and illnesses.
Can I use my own veterinarian?
Yes. When your pet is insured with Pets Best, you can use any licensed veterinarian anywhere in the world. We have no network, no schedule of benefits and no pre-authorization procedures. We want your pet to receive the best care possible, which is why we also cover visits to specialists and emergency after-hours clinics.
Does my plan include routine care coverage?
Routine care coverage, called BestWellness, can be added to any regular pet insurance plan for $23.50 per month to help pay for spay/neuter, blood work, vaccinations and much more.
Why did my enrollment default to an Accident Only or Cancer Only policy?
In order to keep prices affordable, we use a certain amount of care in selecting the pets we insure. If your pet has a severe chronic condition, you may be offered an Accident Only and/or Cancer Only plan.
Do I need the BestWellness option?
If you prefer, you can simply pay the annual expenses of routine care, like dental cleaning, vaccinations and blood work, on your own. However, our BestWellness plan is designed to provide you with maximum benefits for checkups, vaccines much more to help you monitor your pet's health. At just $23.50 per month per pet, BestWellness offers up to $505 in annual benefits for dogs and up to $565 in annual benefits for cats.
Can I add cancer coverage?
Our BestBenefit plans include coverage for cancer that develops after your waiting period has passed. However, you may choose to add a Cancer Only plan to your BestBenefit plan for additional cancer coverage. 
Will you cover my pet's dental needs?
Routine dental cleanings are included in BestWellness routine care coverage, if you choose to add it to your regular pet insurance plan. Tooth extractions and reconstruction of canines only are covered when needed due to traumatic injury, like being hit by a car.
Is pet insurance for everyone?
People who would rather save for a rainy-day fund may not feel comfortable purchasing insurance. We respect that. We also know that many pet owners end up with large medical bills before they've been able to save enough money to cover them. As more and more people consider pets part of their families, pet insurance especially helps those who would do whatever it takes to keep their pets healthy and happy.

Price & Billing

Why do rates go up as my pet gets older?
As they age, our pets face the same increasing risk of cancer, heart disease, kidney failure, and other problems of aging that we all do. Prices increase as your pet ages to cover the increased veterinary costs associated with growing older.
Do I get a discount for insuring multiple pets?
Yes. When you enroll more than one pet, you can earn up to a 5% discount in most states.

Claims & Deductibles

Is it easy to file a claim?
Absolutely. You can send us your claim online, via fax or standard mail. We process most claims within 2 business days and send reimbursements as paper checks or free direct deposit - your choice. Please see How to File a Claim for details.
Is there a deductible with BestWellness routine care coverage?
There is no deductible with our BestWellness routine care coverage, $23.50 per month, which helps pay for diagnostic testing, spaying/neutering, teeth cleaning, blood work, vaccinations and more.
How fast will I receive my reimbursement?
We process most claims in five business days, and if you choose a paper check, you can expect to receive it about two weeks after filing your claim. If you choose direct deposit, your reimbursement will be deposited as soon as two business days after we process your claim.
Do you use a benefit schedule?
No, our BestBenefit plans do not use a benefit schedule, which is a list that puts a limit on what each type of treatment can cost. Instead, we reimburse your choice of up to 70%, 80%, 90% or 100% of your actual vet bill after the deductible you choose, up to your plan’s maximum benefit.

Customer Service

Can I talk to a real person?
Yes. You can reach Customer Care at 1-877-738-7237, between 7 AM and 7 PM Monday - Friday, or 10 am - 2 pm Saturdays, Mountain Time. We also have a live chat button on the left hand side of each web page (except the home page).
How do I renew or cancel my policy?
Your policy will renew automatically every year. If at any time you wish to cancel, simply notify us in writing via mail or e-mail and your policy will be canceled the day we receive your notice.
How do I refer friends?
You can refer friends two ways through your Customer Account: send a pre-written email with your personalized link, or copy your personalized link to share on Facebook. Your friends may also provide your referral code to a sales agent over the phone. In states where allowed, you'll be awarded points for every friend who purchases and keeps a pet insurance plan for at least 35 days. Your points can then be redeemed for gift cards. For more details, please visit Refer a Friend.

About Pets Best

What's the history of Pets Best?
Pets Best is headed by Dr. Jack Stephens, founder of pet insurance industry in the United States. He's a former practicing veterinarian, avid pet enthusiast, and an insurance executive with more than 30 years of experience.
Who are you accountable to? Is this regulated?
Absolutely. Each state's Insurance Department protects the public by establishing licensing requirements for insurance agencies. They also investigate policyholders' complaints and can impose fines and other punishments. If insurance agencies don't follow state regulations, their license to sell insurance in those states will be revoked.
How long have you been in business?
With more than 30 years of experience in the pet insurance industry, Jack Stephens is considered the founder of Pet Insurance in North America. He launched Pets Best in 2005 and quickly raised the standard of pet insurance throughout America by steering away from benefit schedules and offering higher limits and fewer exclusions.
What does your company stand for?
The primary mission of Pets Best is to provide financial assistance for pet owners, so their pets can always have the veterinary care they need. We also donate to non-profit pet foundations. Our cause-related donations are posted periodically on our web site, because we believe them to be worthwhile options for your donations, too.