Submitting claims is easy, once they get your records straight. That was a bit of a hassle for me, but the fault was shared between Pets Best's records department and my own vet's office. Two claims were rejected due to glaringly obvious mistakes, but one of the rejections was a direct result of the back-and-forth over vet's records. It was annoying to have to appeal them, but the appeal process was also easy. It didn't matter that months had passed since I had received the original decisions before I could get to filling out the forms. The form was simple, the process was not dragged out, and the appeal decision came back (in my favor) less than a week later. Calling into customer support can sometimes be time-consuming: over half an hour just on hold once, though the second time was a little faster. The support staff seemed a bit harried but not rude. I thought the customer support staff that I had spoken to would forget me and move on, but a few days later I got a call from the same staffer to let me know that they had emailed an appeal form to me. I appreciated the fact that they kept track of my problem even after I thought the interaction had ended. If they keep up the good things I've experienced now that the vet records are sorted out, I can definitely see my rating going up to 5 stars.