Pets Best has made a clearly unfair decision to my claim. First, it took more than 6 weeks for Pets Best to make a decision. Second, Pets Best based on incomplete information, and partial evidence to decline a exams with reason of "pre-existing conditions". "Pre-existing" seems to be a super token for them to decline customers' claims if they don't want to cover. My dog has never been diagnosed with Urination Inconsistency by any doctor. It was only based on my own words mentioning that I noticed some urine dripping about a year ago, but it went away. There is no medical records to prove that my dog has urination incontinence. It's like if your dog had diarrhea a year ago, they would consider anything related to diarrhea is "pre-existing". Because of they determined my dog had "urination incontinence" as a pre-existing conditions, they don't even cover urinalysis test. This is outrageous!! Urinalysis is a very common test to see if there's any infection and to seen any abnormal chemicals in the urine. Just based on my own words of "dripping urine", they rejected to pay for the test! Plus, Pets Best is very dishonest on calculating the payment amount. According to the policy, after customer has paid the deductible, anything left over after the deductible, would be calculated by the percentage based on the plan you buy. However, Pets Best used the whole amount (including the original deductible portion) to calculate the co-pay amount that I owe. Be aware of this insurance company! Very dishonest and sneaky. They will find any loophole of not paying