My claims process was a little frustrating. They closed the claim twice due to not getting the requested information (all visits from the prior year) from the vet. However, as soon as I called the vet both times, they were very willing to help & provide the same information PetsBest apparently requested. I feel like a simple phone call could have been made by the adjuster to eliminate some confusion. All in all, it took almost 4 months to settle a small claim where my cat got an ulcer on her tongue. The timeframe & extra work from me was frustrating, but ultimately it did get settled to my approval. All of the service reps I spoke to were nice & knowledgeable - just unorganized on the back end, it seemed.