Customer service is nice and do their best to be helpful. The wait time for money returned is why the lower score. Pet insurance is meant to help lessen the stress of an unexpected large expense. Instead it felt like false hope, then added stress as my waiting for the pay back put me in debt in other areas of my life. I had to scramble to deal with many autopayments being declined and causing overdraft fees... it was a domino effect.. my phone, my EZpass, my cc payments, my car and life insurance, all things I budget for on my limited income, but I did not expect my return to take nearly 2 months. I received automated emails from pets best what felt like daily apologizing for the delay which only felt more irritating as another thing that I would get my hopes up to see a correspondence from you only to be disappointed again. I even called to remove a pet because of the finanical disresss. Claims department really needs to work on this. It's not cheap to pay monthly for something that is poor on follow through. My payments coming to you almost 2 months late would not be acceptable. Why should your end take that long?