I had 6 pets insured through this company. My cat suddenly suffered a blood clot and we rushed him to get treatment. The first office recommended we take him to a pet hospital for immediate treatment so we rushed there. But sadly, my sweet boy died. Of course, this was absolutely tragic, and I'm sure pet insurance companies deal with this sort of thing all the time, which would make more sense for them to make sure they communicate with their customers and show some sympathy. I filed a claim and not only did Pets Best not respond, they didn't even send me a 'Sorry your pet passed." They acknowledged the receipt via an automated system and clearly saw he passed...and they didn't even send an email. Even the initial office I took him to called the pet hospital, found out about his passing and sent me a sympathy card--an office that is constantly busy and 24/7 had enough humanity to check on my furbaby and out of kindness send me a card in the mail. Pets 'Best'? They didn't even remove him from my plan. They continued to charge me and not process the claim for nearly 6 weeks. It should have been processed in a week or two at most. I had to send several emails and finally threatened to report them to the state. STILL they didn't respond, instead they processed the claim today to avoid a state complaint. Far from the Best, they clearly only care about money