Our family has been Pets Best customers for 13 years and have continued to recommend the company to anyone who asks, both for their customer service and simplicity of filing claims. We recently had to file a rather large claim for a serious, terminal illness and our cat's eventual passing. It was so comforting to know that we could make the doctor-recommended decisions for his diagnosis and treatment without having to worry about the cost. We received exactly the reimbursement we expected, and were pleased that there was no question about the coverage. The reason for only 4 stars is that I feel like the ability to contact customer service was lacking. We fully understand that the pandemic had an impact on this, and we appreciated their communication regarding the delays in completing the reimbursement. However, early on, I had some specific questions about filing the slightly complicated claim, and I spent a remarkable 3+ hours on hold over the course of a few days. Finally, after committing to waiting as long as I needed to one day (which was over an hour), I was able to speak with a representative who wasn't able to give me much advice except to tell me that I should submit it however I wanted to. The hold message refers to a live chat, but there's no obvious link on the website. I found one via Google, but I was put into a queue and each time I appeared to be up next to chat, the chat would end and I'd receive a survey asking how my chat went! So, the bottom line is that I'd still recommend the company based on the total of my experiences, but the communication is a real concern that will hopefully improve.