Pets Best offers pet owners great security of mind regarding their ability to care for their loved one in times of need. I would have given them five stars if they had continued to process most claims in 3 to 5 days as they did in the past rather than 20-40 days as they do currently. I'm not sure why the processing delays have grown so much over the past few years. Perhaps more clients or less employees to do the processing, but it honestly does affect client satisfaction. Also, I understand the policy doesn't cover optional standard ear cleaning as part of grooming but the policy should cover comprehensive ear cleaning due to yeast infections in the ear, and that distinction isn't clearly stated in the written policy. Another area where they could easily make an improvement would be to keep customers updated in each explanation of benefits as to how much of their deductible they've paid on and how much they have to go yet. One area that they excel at is their customer service when you call in as they are always polite, professional, and friendly. They do their best to explain matters, resolve doubts, and correct any errors that may have occurred as quickly as possible. Years ago though, they were able to expedite bill processing during urgent situations, and that no longer seems to be a possibiliy. I recall how beneficial that was when my puppy ran into four vet visits in one month and I needed to be reimbursed for the first two in order to pay for the third and fourth visit in the same month.