horrendous, absolutely horrible. I currently hold two pet policies, PB and trupanion (i opted to keep the trupanion because it came from the breeder and i wanted to decide which i prefer before cancelling the other). I will admit that PB has gotten more transparent about how long the processing will take; however, it's inexcusable that any claim (save maybe a wellness...) should take longer than 30 days to process. I'm stuck in limbo waiting to see what service i want to keep, as my dog now has prexisting conditions and i've opted to only submit the recent things to PB but i think once my claims are done, we can go our separate ways. The direct pay is misleading, and only really a "courtesy" agreement between you and your vet. I doubt any vet would even consider it if they know of the super delayed processing time. I'm still waiting on two of my injury claims to be reviewed and they say "waiting on vet info" despite ALL of the vet notes being attached with the itemized receipt. I truly hope they get people, trained, and can retain them because they used to have such a good reputation. We're working people just like the employees there, but the point of having pet insurance is so that we don't have to eat a giant cost. Most of us probably threw the expense on a CC or borrowed from savings etc to pay the cost the first time.... and it's blatantly disrespectful that we're paying for a service that doesn't give timely claims processing.... The only good thing i've noticed so far is that when a claim is finally processed and the payment is issued, they're relatively quick on that part (if you have direct deposit set up... i cant speak on other methods).