After working in the Veterinary industry for 18 years, I am very unhappy with PetsBest protocols, and kicking myself for moving a couple of our fur kids from Trupanion to PetsBest. They are lackadaisical at requesting medical records, so I do that myself to move things along. They do not let you know this, so be prepared to do the footwork yourself. The time it takes for a claim to be processed is ridiculous. The lack of ability to ever speak to a manager, as they are never available and will call back at their convenience is absurd. Anytime I call PetsBest, I feel like they just don't care. Their customer service is less than helpful and comes across as flippant. I have asked multiple times for their corporate phone number or email address and have been told I need to send they do not have that information, however they can give me an address to send correspondence. What kind of company doesn't have contact information for a client except via the mail. Lastly, I feel like you get what you pay for. Yes, Trupanion is more expensive, however, they pay their claims typically within 24-48 hours. When you are spending thousands of dollars out of pocket, only to be told it can take up to 45 days, you get a little mad.