Pets Best' customer service agents are wonderful, so I wish I could rate higher based on this. This complaint I have is not with customer service agents. However, the time it takes to get reimbursed is ridiculously long and prices are higher than other companies with equally excellent customer service and much lower wait times. I have Lemonade insurance for my dogs now for half the price per year than Pets Best charges, and I am reimbursed immediately for routine claims, and within a week for more complicated ones. Not to mention, you raised the price on my yearly Premium and Lemonade did not. Pets Best was not communicative with me when they denied my over $5,000 claim or even gave me a specific reason why. The customer agent I spoke with also did not give me a specific reason why, just sent me letters to file a claim. The condition was not even pre-existing yet they did not even tell me why they thought it was a pre-existing condition. I have filed an appeals claim, but of course, I'm sure it will take a month before I hear back. Meanwhile, I have to bear the brunt of this insanely expensive procedure I would not have done if I had known it wouldn't have been covered. My dog had been to the vet for about a month for his condition before the MRI (the most expensive claim I filed) was done, so I would have known Pets Best would have thought it was a pre-existing condition if they just responded and accepted my claims within a normal amount of time, and I would not have gone through with it. However, since they processed all of my claims from October as of yesterday, I was not aware at all that this was a problem. I got insurance for my perfectly healthy puppy the exact day I brought him home and didn't have any issues with him until October. Pets Best feels like another American corporation banking on profit and the bottom line rather than caring about their customers or pets. In times of inflation, this is especially frustrating and difficult. I understand why pre-existing conditions exist, but handle this on a case by case basis, and communicate with your customers clearly. My other dog had the same issue within the same time frame with Lemonade, and they had no problem covering 90% of my bill. Also, if wait times are long because you are understaffed, use some of those profits to hire more folks to process claims quicker and maybe re-think your business model. I canceled all of my pet policies and will be moving to Lemonade. I have one policy existing, but if my appeals are rejected, I will also be pulling my dog from your company too. I had 4 dogs on your policy and spent a lot of money per year on them; the least I accept back is quick communication and respect. But again, insurance companies just want your money and to cover the least amount of claims as possible, and I don't know why I held Pets Best to a higher standard than that. It sucks because I recommended a lot of folks to you in the past (I have 7 dogs and work nationally in the pet industry), but because of this I will be recommending them to Lemonade or Trupanion and telling them to stay away from Pets Best.