I have been very unimpressed with PetsBest customer service and timeliness. My claims have gone unanswered for weeks past the amount of time they told me it would take to process them. I tried emailing and calling but got no response. I have had to contact the Better Business Bureau multiple times to get any type of response from the company. They refused to cover some of the tests run on my pet saying they were related to a pre-existing condition when the documentation submitted clearly showed it was not. Recently I finally got a claim processed where they actually covered what I paid them to cover. It did take almost double the time they told me when I initially filed the claim. I also had to get BBB invovled and contact them multiple times for it to be processed. Overall, I have been very disappointed with how they treat their customers.