I am a new customer to Pets Best Pet Health Insurance. Previously with another company so not new to pet insurance. I left that company because their option with Wellness was more costly and I have a discount for being insured with Progressive. I never had any issues with the other company and claims were processed within a week and paid. Within the first month of signing up my dog was seen for his annual wellness visit. At that wellness visit the vet noticed that my boy had become anxious and felt prescribing a med would be appropriate. Logically I assumed this would then create an illness and a wellness claim because that medication is not a wellness medication. It’s based on the diagnosis which my pet did not have prior to this visit. Everything else pertaining to the wellness exam was normal Vaccines, pet is in good health no concerns. So it came time for me to submit the claims. Per my assumption of the illness and the wellness claim I utilized the app and submitted two separate claims. It was easy simple process to submit, I definitely have no complaints about that process. However, after submission is where the issues began. I won’t go into detail. I’ve already spoken with half a dozen people if not more and emailed. It was very hit or miss on the friendliness of the customer service representatives and the information given to me. There were many inconsistencies and blame was placed on myself the customer who mind you it was new to your company. My claim took 30 days to be processed. My number one complaint is when I signed up there was nothing stating that claims can take up to 42 days to process but that is what I was repeatedly told on the phone by representatives. That was the only consistent piece of information. However, other information out there on Facebook now states 45 days. I have questioned why that is not explained when you sign up and I was asked to contact Pets Best directly to talk about my situation specifically. Which I have done but still received inconsistent information. Finally on 10/3 for claim filed 9/1, the payment was submitted via the direct deposit option to my bank. I have been told it can take 5 to 7 days to show up depending on how my bank processes. Yes, this may sound like a completely negative review, but I provided three stars because the coverages and cost are good and the submission of claims is easy. I will not be switching because now with the anxiety diagnosis my pet has a pre-existing condition, but I really hope that Pets Best works to improve their claims processing time and customer service consistency.