When I first began with PB they were great. They answered the phone in a timely fashion, they paid their claims in a timely fashion, they didn't have excuses to hold back payment. I have 4 of my dogs with PB.. every time I turn around a claim is delayed waiting on further vet info but when asked what's the problem, they haven't even contacted my vet at all..I have a claim presently hold up because, apparently they (PetsBest) have been inundated with claims! Why is that my fault. I'm inundated with bills yet still pay my pet insurance! I know Covid is a real thing but it's time to stop using it as an excuse to do subpar business. Hire more people, answer your phones & pay your claims!!!