When I started with PetsBest Ins approximately 15 yrs ago it was one of the few offering wellness as well as illness and accident. Although the premiums were somewhat higher, they were exceptionally responsive and claims were handled quickly and without a lot of delays or second guessing. The response time has increased exponentially as have requests for additional information and delays in processing. Premiums have increased and coverage decreased, I have recommended PetsBest to a number of friends and even to employees at the veterinary clinic. I am afraid that will no longer be the case. I sympathize with the issue of being understaffed etc. But improvements are needed to balance the product with the price (cost/benefit). To date my experience has been the cost outweighs the benefit. I am disappointed in the present PetsBest.