The customer service is horrible, they can take however long they want to reimburse you, the behind-the-scenes work is shoddy, and they really do not care about their customers or their customers' fur babies. In customer service, I have called a total of 13 times since January 22nd, 2023. Today is April 15, 2023. Out of those 13 times, only 3 were kind, and out of those 3, only 2 were helpful. The other 10 were unkind AND unhelpful. I have even been hung up on, and this is obviously an issue starting from the top down, as most of the customer service reps have straight up lied to me. Originally, I was told that the average reimbursement time was 2 weeks. Then when 2 weeks passed and I called, I was told they have 30 days. When 30 days passed and I called, I was told they actually have 40 days. Then when 40 days passed and I called, I was told they have 42 days. Then when 42 days came and I called, I was told that is just an estimate and there is no guarantee on how much time it could take, and it could be months. I am also still waiting on a decision for a reimbursement requested 45 days ago, but the records from the vet to approve this reimbursement were not even requested until 3 days ago. And it takes 5-10 business days for the reimbursements to actually go through their processing and get into your account, so now that is another 2 weeks you have to wait after your reimbursement decision is even made. And the kicker...they will not speed up the process for you in emergency cases. My sweet baby girl doggy got a herniated disc in January and I spent almost $4,000 to get her diagnosed with IVDD and treated. In mid February, when my baby started POOPING PURE BLOOD AND MUCUS AND HAD TO BE EMERGENCY HOSPITALIZED AND TREATED FOR 3 DAYS AND 2 NIGHTS (now we know it is because she has IBD), I called customer service to ask if they could please speed up the reimbursement because I had spent all my money on getting her IVDD diagnosed and treated, and I could not even afford my rent at that point, but that my dog would die if they could not get me my reimbursement. I was basically told, "Sorry, but there's nothing we can do." [I was able to borrow money from a friend and that is why my baby is alive today.] I will NEVER get PetsBest for any future animals. From now on, knowing what I know about the shady pet insurance world, I would only ever get an insurance company that pays direct to vet, and those exist. TL;DR: PETSBEST IS HORRIBLE and you should find a pet insurance that will pay direct to vet, because it is worth it.