I am a new customer and submitted a receipt for them for a wellness plan claim. They ended up splitting the claim because there were eye drops on the receipt. I spoke to several people and nobody could give me a straight answer. One person said the wellness claim would be processed alone and take 25 days to process and the other said it would be included with the illness and take 45 days to process. Additionally, supervisors at Pets Best are too good to speak with customers on the phone and force the underpaid phone rep to deal with an issue that should have gone to management. Overall, kind phone reps, but poor management.