The claims department is awful. I have had to fight with them every step of the way whenever my dog has gotten sick. When I submit my receipt and vet paperwork (documentation) which is the required information asked for, I always get an email telling me that they are missing some portion of it. I then call customer service, they actually are very helpful. They seem to find no issue, and tell me that whoever was working on that claim must have missed seeing that part. I'm not sure why it is so hard to read the documents, but this just goes to show me how incompetent the claims department is. Once it is supposedly cleared up, I still get the same messages of missing information, but this is apparently due to an automatic response. I find this very annoying since I continue to call customer service over the same issue as I am worrying that they are still attempting to find some portion of the vet visit document missing so that they can delay or deny my claim. I am currently disputing one claim that was denied. When my dog first got sick the claims department tried to tell me this was a pre-existing condition. I sent them the very first wellness exam which showed that my dog was perfectly healthy. They also attempted to say this was before he had illness coverage. This was not true. At times, the claims department has also asked for my dog's medical records from the past year. Considering my dog is only 5 months old I'm not sure why they would ask for this. I also would think that they would/should know how long I've been with the vet and how old my dog is since I had to submit all that information when I registered with PetsBest. When I first did my research for pet insurance, I did see some negative reviews, but so did other pet insurance companies. Sometimes I would wonder if this was just a robot or somebody complaining just to complain. Unfortunately, I was wrong in making this assumption. While customer service is helpful, they are not the ones who provide the payments. I have not received one payment for any of my claims. All I have gotten is one headache after another. I know for a fact now that I am not the only one who has an issue with PetsBest. If someone is looking for insurance for their pet(s) keep looking.