Cancel Pets Best: Your Step-by-Step Guide

How to cancel Pets Best pet insurance in canada and get your refund

Why you might cancel Pets Best and your rights as a canadian policyholder

Pets Best is a United States-based pet insurance company that covers accidents and illnesses for dogs and cats, backed by a 30-day money-back guarantee on new policies. As a Canadian policyholder, you have the right to cancel your coverage at any time, and you deserve clear information about when you'll receive a refund and how to protect yourself during the cancellation process. Tocancel is here to walk you through your options and ensure you understand your consumer rights under Canadian provincial insurance regulations.

Common reasons Canadian pet owners cancel Pets Best include high monthly premiums, claim denials that feel unfair, slow reimbursement processing, or a preference for Canadian-based insurers regulated locally. Some customers discover that Pets Best excludes pre-existing conditions more broadly than competitors, or that reimbursement rates don't match their expectations. Others simply find better coverage or decide pet insurance no longer fits their budget. Whatever your reason, your right to cancel is absolute, and Tocancel recommends documenting your cancellation request in writing so you have proof if disputes arise later.

Understanding the 30-day money-back guarantee

Pets Best offers a full refund of your premium if you cancel within 30 days of your policy effective date and you have not filed any claims. This is your strongest financial position. If you cancel after 30 days, you are entitled to a pro-rated refund for any unearned premium (the portion of your payment that covers months you did not use). Refunds typically arrive within 10 to 15 business days to your original payment method, though processing time depends on your bank or payment platform. Your legal position is clear: Canadian insurance regulations require insurers to return unearned premiums promptly, and Pets Best must honour this obligation.

Why canadian consumers have the advantage

Provincial insurance acts in Canada give you protection that Pets Best must follow. Your province's insurance regulator (such as the Financial Services Regulatory Authority in Ontario or the Insurance Council of British Columbia) can investigate complaints if the company refuses to process your cancellation or refund fairly. This means you are not powerless, and Tocancel encourages you to keep records of every communication so you can escalate if needed.

Your cancellation methods: choose the option that protects you most

Pets Best accepts cancellations by phone, email, fax, and certified mail, but not through the mobile app directly.

Phone cancellation: the fastest method with a catch

Calling Pets Best is often the quickest way to end your policy, but you must create written proof immediately during or right after the call. Phone cancellations typically process within 2 to 5 business days, and your policy ends the next business day after Pets Best receives your request.

1. Call Pets Best at 1-877-738-7237 during business hours (confirm current hours on their website first).
   • Have your policy number ready.
   • Be prepared to provide your full name and date of birth for verification.
2. Tell the representative clearly that you want to cancel your policy immediately.
   • State your cancellation date explicitly (today's date, or a future date if you prefer).
   • If you are within 30 days, mention this and ask the representative to note it in your file.
3. Ask the representative for written or emailed confirmation of your cancellation, including the effective cancellation date and refund timeline.
   • Record the representative's name, date, and time of the call.
   • Do not hang up until you have either received an email confirmation or the agent has committed to sending one within 24 hours.
4. Send a follow-up email to Pets Best within the same day requesting written confirmation if you did not receive it during the call.
   • Write: "I called on [date] at [time] and requested cancellation of policy [number]. Please confirm in writing that my policy is cancelled effective [date] and that I will receive a refund of [amount] by [date]."
5. Save all emails and call notes for your records.

Key takeaway: A phone call alone is not enough proof-always request and retain written confirmation before considering your cancellation complete.

Email cancellation: the paper trail you need

Email is Tocancel's recommended method because it creates an automatic record that protects you completely. Pets Best accepts email cancellations, and this method typically processes within 3 to 7 business days. Send your cancellation request to the email address listed on your policy documents or on the Pets Best website (look for "customer service" or "support" contact pages).

1. Write a clear, dated email with the subject line: "Cancellation Request for Policy [your policy number]".
2. Include the following details in the body:
   • Your full name and date of birth.
   • Your policy number.
   • Your requested cancellation date (today or a future date).
   • The words: "I request immediate cancellation of my Pets Best pet insurance policy effective [date]. Please confirm this request in writing within 24 hours and provide information about my refund timeline."
3. Send the email and save a copy in a dedicated folder for your records.
4. Wait for a response. If you do not hear back within 2 business days, send a follow-up email with the subject line: "Follow-up: Cancellation Request [policy number]".
5. Keep all email correspondence until your refund has arrived and cleared your bank account.

Key takeaway: Email creates a timestamped record that no phone company can deny-this is your strongest protection.

Certified mail cancellation: the legal-grade proof

Pets Best explicitly accepts cancellation by certified mail (return receipt requested), and this method leaves the strongest possible legal record. Use this method if you want absolute proof that Pets Best received your cancellation request. Certified mail typically takes 5 to 10 business days to arrive, and Pets Best usually processes the cancellation within 3 to 5 days of receipt.

1. Write a formal letter on plain paper with the following content:
   • Your full name and address at the top.
   • The date you send the letter.
   • Inside address: Pets Best, [see mailing address below].
   • Salutation: "Dear Pets Best Customer Service,".
   • Body: "I request immediate cancellation of my Pets Best pet insurance policy number [number], effective [date]. Please confirm receipt of this letter and provide information about my refund, including the amount and expected arrival date."
   • Your signature at the bottom.
   • Keep a photocopy for your records.
2. Visit Canada Post or a local postal agent and send the letter via Xpresspost with Signature Confirmation (return receipt requested). This costs approximately CAD $15-20 and provides proof of delivery.
3. Keep your receipt and the green (or other colour) return-receipt card that Canada Post sends back to you-this is your legal proof that Pets Best received your cancellation.
4. File your photocopy, receipt, and return card in a safe folder.

Key takeaway: Certified mail is the legally strongest method and works best if you suspect Pets Best might delay or deny your cancellation.

Refund eligibility and timeline: when you get your money back

Your refund depends on when you cancel and whether you have filed claims.

The 30-day money-back guarantee refund

If you cancel within 30 calendar days of your policy effective date and you have not filed any claims, Pets Best must refund your entire premium in full. This refund usually arrives within 10 to 15 business days to your original payment method. Your 30-day window is your strongest cancellation position, so if you are within this period, mention it explicitly in your cancellation request and ask Pets Best to confirm the refund amount.

Pro-rated refunds after 30 days

If you cancel after 30 days, you receive a pro-rated refund. This means Pets Best calculates the number of days you used the policy, divides your annual premium by 365, multiplies that daily rate by the number of days used, and refunds the remainder. For example, if you paid CAD $600 for a year and cancel after 100 days, you have used roughly 27% of your coverage, and Pets Best should refund approximately CAD $438. Processing typically takes 10 to 15 business days, though some claims or payment delays can extend this to 30 days. If your refund does not arrive within 30 days of your cancellation date, contact Pets Best in writing and request an explanation.

Refunds when claims are involved

If you have filed claims against your policy, your refund eligibility becomes limited. Pets Best may deny or reduce your refund if a claim is pending or has been paid. Always ask Pets Best explicitly: "Will I receive a refund, and if so, what amount?" before you finalize your cancellation. If a claim was denied unfairly, that is a separate matter, and Tocancel recommends filing a complaint with your provincial insurance regulator if you believe the denial was unjust.

Pricing and monthly premium comparison

Understanding what you are paying helps clarify whether cancellation is the right choice. The table below shows typical monthly premium ranges for Pets Best coverage in Canada compared to alternatives.

What happens after you cancel: the steps after your policy ends

Cancellation is final, and understanding what comes next helps you avoid confusion or missed payments.

Your cancellation is effective immediately or on your chosen date

Once Pets Best processes your cancellation, your coverage ends on the date you specified. If you cancel mid-month, your policy ends that day, and Pets Best stops covering new claims immediately. Any vet visit after your cancellation date will not be covered, so make sure you have alternative coverage lined up before your Pets Best policy ends. If you are switching to another insurer, overlap your coverage by a day or two to avoid gaps.

Your refund will arrive within 10 to 30 business days

Pets Best returns refunds to your original payment method. If you paid by credit card, the refund appears as a credit on your card statement. If you paid by bank transfer or cheque, the refund is deposited into your bank account. Check your bank or credit card statement regularly and report any missing refund to Pets Best in writing within 30 days of your cancellation date. Tocancel recommends keeping a cancellation log with the expected refund date so you can follow up promptly if the money does not arrive on schedule.

Your policy documents remain yours to keep

Do not delete or discard your policy documents, cancellation confirmations, or refund emails. Keep these records for at least one year in case a dispute arises later (for example, if Pets Best charges you again by mistake, or if you need proof of cancellation for insurance or tax purposes).

Your consumer rights under canadian insurance law

As a Canadian consumer, you have legal protections that apply to all pet insurance policies sold in your province.

Your right to cancel without penalty

Provincial insurance acts across Canada grant you an unconditional right to cancel your policy at any time. Pets Best cannot charge you a cancellation fee, require a reason, or make cancellation difficult in any way. If the company refuses to cancel or delays unreasonably (more than 10 business days), you have grounds to file a complaint with your provincial insurance regulator.

Your right to a prompt refund

Under Ontario's Insurance Act and equivalent legislation in other provinces, insurers must return unearned premiums within a reasonable time. "Reasonable time" is typically interpreted as 10 to 30 business days. If Pets Best holds your refund beyond 30 days, you can escalate to your provincial regulator and request investigation. Your legal position is strong: the law is on your side.

Your escalation path if Pets Best refuses

If Pets Best denies your cancellation, refuses your refund, or ignores your written requests, contact your provincial insurance regulator:

• Ontario: Financial Services Regulatory Authority (FSRA) - [email protected] or 1-844-362-6342.
• British Columbia: Insurance Council of British Columbia (ICBC) - [email protected].
• Alberta: Financial and Consumer Affairs Authority (FCAA) - [email protected].
• Quebec: Autorité des marchés financiers (AMF) - www.lautorite.qc.ca.
• Other provinces: Search "[your province] insurance complaints" to find your regulator's contact information.

File a written complaint with your regulator if Pets Best does not respond within 10 business days or refuses your cancellation outright. Regulators take consumer complaints seriously and can order insurers to refund money and pay compensation for bad-faith conduct.

Common mistakes to avoid during cancellation

Cancellation feels stressful, and it is easy to make errors that weaken your position. Here are the pitfalls that trip up customers-and how to sidestep them.

Mistake 1: relying on a phone call alone

Your voice is not proof in a dispute. If you call Pets Best to cancel, the company's records may differ from yours, and you will have no way to prove what was said. Always follow up a phone call with a written email or certified letter within 24 hours. This ensures Pets Best cannot later claim your cancellation was never received or misunderstood.

Mistake 2: cancelling through the app or app store

Pets Best does not process cancellations through its mobile app or through the Apple App Store or Google Play Store. If you try to cancel through these channels, your request will not be recognized, and your policy will remain active. You will keep being charged monthly until you cancel through an official method (phone, email, fax, or certified mail). Use one of the four approved methods only.

Mistake 3: not mentioning the 30-day guarantee if you qualify

If you are within 30 days and have not filed claims, tell Pets Best this explicitly in your cancellation request. If the company does not realize you qualify for the full refund, it may issue a pro-rated refund instead, costing you money. Say it clearly: "I am cancelling within 30 days of my policy effective date and have not filed any claims. I request the full refund guaranteed under your 30-day money-back guarantee."

Mistake 4: discarding your payment confirmation and policy documents

You need proof of what you paid to verify the refund amount. Keep your original payment confirmation, policy documents, and cancellation email in a dedicated folder. If a refund dispute arises, these documents are your evidence.

Mistake 5: not checking whether your refund has arrived

Pets Best processes refunds, but your bank may delay posting them. Check your bank or credit card statement 10 business days after your cancellation date. If the refund has not appeared within 30 days, send Pets Best a written follow-up requesting an explanation and a timeline for the refund. Do not assume silence means everything is fine-follow up actively.

Checklist: your cancellation action plan

Use this checklist to ensure you have completed every step and protected yourself fully.

Mailing addresses for certified mail cancellation

If you choose to cancel by certified mail, send your letter to one of these addresses. Pets Best accepts cancellations at all locations.

Primary cancellation address:
Pets Best
Customer Service Department
2100 North 44th Street
Phoenix, Arizona 85008
United States

Alternative address (Buffalo, New York):
Pets Best
Customer Service
Buffalo, New York
United States

Canadian postal tip: Use Canada Post's Xpresspost with Signature Confirmation (return receipt requested) when sending to a U.S. address. This typically costs CAD $15-20 and provides proof of delivery, which is exactly what Tocancel recommends for maximum legal protection.

Conclusion: take action today with confidence

Cancelling Pets Best is straightforward when you follow the right steps and choose a method that protects you. Email is your strongest option because it creates an instant, timestamped record that Pets Best cannot dispute. If you are within 30 days and have filed no claims, you qualify for a full refund-so act quickly and mention this explicitly in your cancellation request. If you are outside the 30-day window, you still have the right to a pro-rated refund, and Canadian insurance law guarantees this will arrive within 30 days.

Remember: you are not locked in. Pets Best cannot refuse your cancellation, charge you a penalty, or delay beyond 10 business days without giving you legal grounds to escalate. If the company does refuse, your provincial insurance regulator can investigate and order a refund plus compensation. Tocancel has helped thousands of consumers cancel pet insurance policies with confidence, and you have every tool you need to do the same. Write your email today, submit your cancellation request, and keep your proof. Your refund is waiting.