Dear Petsbest Customer Support, I hope this message finds you well. I'm writing to share my recent experience with a pet insurance claim at Petsbest. I must honestly express that this has been my most challenging claims experience with any company, leaving me quite disheartened. Upon submitting what I thought would be a straightforward claim, I anticipated a smooth process. However, a week passed without any updates or a response to my email inquiry. The chat feature, unfortunately, was not helpful, constantly stating that reaching a representative was not possible. Communication has been a significant issue. A representative initially referred to an ongoing policy with Fetch, despite my canceling it the previous year. This created confusion and delays in the process. Moreover, I found myself repeatedly asking for the same documentation, even though I had already provided everything needed. This left me feeling frustrated and unsure about the status of my claim. During our first phone call, I discovered that my claim had not progressed for over two weeks. Additionally, I was informed that attempts had been made to contact me, which was surprising as I have always been accessible via calls and emails from your company. As someone with numerous commitments, my time is valuable. Experiencing such delays and confusion has been disheartening and disappointing. Initially, I had high hopes for a smooth experience, particularly for what I assumed would be a simple claim. Unfortunately, this experience fell far short of my expectations, significantly impacting my trust in Petsbest. Due to this frustrating encounter, I have rated my interaction with Petsbest at the lowest level. I believe it's crucial for prospective clients to be aware of the challenges I encountered, and I hope that this feedback will contribute to improvements in the service provided. I kindly request someone from Petsbest, especially the support manager Courtney Smith, to reach out and provide an understanding of my experience. A sincere acknowledgment of the difficulties faced and steps taken to prevent their recurrence would mean a lot and help restore my faith in Petsbest. I look forward to your response and hope for a more efficient and customer-centric experience moving forward. Sincerely, Jeremy V. Woods 3175884436