The customer service people are friendly and helpful. My only frustration with the firm is that I have a standard breed-dog, a Russian Bolonka. Since Pets Best doesn't have my breed on their breed-list, I must enroll my pet as a "rare breed" and thus pay more for my pet to be included in their healthcare system. I've been told that they will not notify me when they elect to include this breed. In fact, I was told that breed-listing process is an expensive and laborous one; thus, they are unlikely to acknowledge my dog as a standard full-bred animal. I've not had much success with the live chat so most of my communications have been by phone. The operators are courteous and professional.