Somewhat disappointed in the claims process. When you file a claim you select the illness type somehow it gets changed to an unrelated often times pre-existing conditions completely unrelated to actual illness (neurological to corneal ulcer) or when you enter the vet you received care from so they know where to get records then they close the claim because they can’t get your records from a vet unrelated to the treatment. Of my 18 claims - 4 had to be reopened and 4 are in appeals which takes months to review. It’s hard enough working a full time job, talking care of a sick pet, and spending hours on the phone with customer service and veterinary specialists to write letters on behalf of your pet to dispute a claim - when all the information is submitted. They will deny benefits because the vet doesn’t provide records using the wrong fax numbers or requesting from the wrong service - requiring you to be on the phone with customer service or your vet to send the records, helping update correct contact information in their database, and then have the claim reopened or appealed. It takes a lot of management, being on top of the explanation of benefit denial emails, and leg work ensuring the vets/specialists have appropriate documentation. Thankfully I have wonderful specialists who work with me knowing the issues I’ve had with insurance that they send me all the reports to send with my claims or review them before submission. Customer service is top notch - they are always friendly and helpful but have nothing to do with the claims process - and have scripted responses but all in all they are so nice for what they can and cannot say. PetsBest has a wonderful sales pitch as I was down to three companies. I was sold on their turn around for claims but unfortunately that has not been the case. It’s been a very difficult and daunting road to get reimbursed. When they sell - our insurance provides you piece of mind, so your pet can receive the best care without worry- is a stretch. I always say a prayer when I hit submit on a claim knowing it may cost me a lot of time appealing or being denied for an unrelated condition. I belong to a lot of organizations and groups and I often caution people on purchasing PetsBest because once you have insurance your stuck with that company for pre-existing and waiting period reasons.