Actually this should be 4.5. Customer service was excellent and very helpful and understanding. I have 3 dogs insured by Pets Best and all 3 had significant health issues in September and October. 1 has cancer and the other 3 had unexpected surgeries. Pets Best is handling all of it! So far my premiums have not gone up...I sure hope they don't. My only concerns are the number of times I was asked to submit records because it became a bit confusing and redundant, and the length of time for some, not all, of the reimbursement. I am not surprised because of the number of claims I am submitting w 3 sick Pets. Since switching to direct deposit reimbursement has been much speedier. Again, customer service has been terrific and employees really understand the overwhelm of ill fur kids. The folks I spoke to were incredibly understanding and helpful. I am so glad I got pet insurance and was able to enroll my older dog as well as my puppy and middle aged boy. Thank you to Pets Best...you saved me financially so I could save my 3 Best friends!