I have had multiple problems with Pets Best. For one of my dogs, they decided that a condition he had never had any signs of before his policy date - and in fact for almost a year afterward - was "pre-existing." I was able to appeal, but it took almost three months, and they kept requesting documentation that they already had and/or was irrelevant to the appeal. They also take their time processing claims. They say that they're processed in the order they're received, but that's clearly not true. I have two very simple claims that have been pending for three weeks while other claims submitted after that were processed almost immediately. I emailed about that and was told that some claims that need further research can take up to 42 days. There's no reason a very simple UTI claim should take that long, and they already have all of his medical records showing that one, he's never had a UTI before, and two, this was a simple UTI. I also have another pending claim for my other dog that's taking longer than other more recently submitted claims, and I submitted all of her medical records for the past year along with the invoice. There's no reason it should take so long to process. All of the necessary information was submitted along with the claim, and the claim is for treatment for a condition that Pets Best is well aware that she has, and that is definitely not pre-existing. It's a large claim, so I'm assuming that they're combing through the records trying to find some way that they can pretend that it's pre-existing and keep earning interest on my money for as long as possible. Every time I contact them they repeat the same lie, which you will see in their responses here, that claims are processed in the order they're received. It's not true. And if your claim is taking a long time to process, it's probably because they're looking for ways to get out of paying it. Update - It has now been four weeks since I submitted the UTI claim, and it still hasn't been processed. They tried to make it sound like there was a delay in getting medical records, but they didn't even request the records until it had been almost three weeks, and I had already uploaded them myself. They caused the delay themselves, not to mention, they've had the records for a week and a half and still haven't processed the claim.