So far so good, Pets Best paid out the first claim I submitted in a reasonable time minus my $250 deductible and 10% copay fee. The reimbursement went straight to my checking account-easy process. The staff member who called me about my surgery pre-authorization form was helpful and explained why I had to just file a claim rather than get pre-authorized since I had a pending claim in the system. In my opinion, this is not the best protocol since the pending claim is connected to the upcoming surgery claim-it's all the same issue. But, if all goes as well with the surgery claim process, I will be a happy customer. Thank you!