This was my first time using any pet insurance and first claim to PetsBest. I am on a fixed income, and my dog was rescued from a shelter so I had no background info; thus pet insurance seemed like a good idea. I expected to be reimbursed fairly quickly, but that was not the case. In the end: they paid my claims, but the middle wasn’t great. I submitted a claim mid-Sept and even after 2 calls to customer service trying to find out what was taking so long since there was no sign they’d accessed vet records for the claim, and no change in status. Finally in mid October, I got a message apologizing for the delay. And a few days later notice that the claim would be paid. I suspect we just somehow slipped through a crack and that future claims, if any, will be processed in a more timely manner. So all in all, everything is fine.