I have just started with Pets Best when I got my puppy in April. Just recently my puppy had a fall resulting in a mild fracture. We went to the Vet via ER, had multiple X-rays done. Multiple vet visits. They took about a 2 weeks to process my reimbursement. The EOB is well explained, from how much went to my deductible and how much were my co-pays. Also Customer Service was excellent. I had an issue where I changed my puppy’s name however I could not change it myself on the account. My first claim for pyoderma got denied for course, not having the puppy on file. I called and told them I had a name change but it was the same puppy. They were able to resolve the issue in a couple of days. The reason for the 4 stars was I wait for more than 30 minutes to get a live person when I call. Also, you need to be patient to have your claims processed. They won’t take overnight, not sure about others, but mine did not. Overall, I am satisfied with having this pet insurance for my dog.