In general, I have been very happy with Pet's Best insurance. Their frontline customer service is usually top-notch. However, I do have concerns with the people I can't talk to, specifically those processing the claims. They claimed I never sent medical records which I did. It took the frontline team pointing out they were talking to the wrong vet to reobtain them. When they did (finally) accept my medical history, they read the invoice wrong and claimed it was billing me for half the amount it was actually billing me. In fact, they got their total from a partial payment I made when I had the procedure done. It was clearly labeled "care credit." Not only that, if they had been thinking critically about my case, tallying the truly dizzying totals would have clearly shown that they were going off the wrong total. When I brought my concern to the frontline agent, she said she'd ask them to re-review. This will take another 15-30 days. In short, their front-line service is great, but whoever is processing the claims lack critical thinking, attention to detail, and other crucial skills. When I mentioned this to the frontline agent, I was told those folks were also chosen based on their veterinary knowledge. Which again leads me to wonder how someone with veterinary knowledge could look at my invoice, choose the wrong total (which again was half of what I was charged), and not take a few minutes to think: as someone with veterinary knowledge, this total seems a little low for a cat who just had every single tooth pulled out of her mouth. Maybe I should double check my work. This is my only claim with pet's best that is in the thousands of dollars. It's suspicious to me that the most expensive claim is consistently bungled.