Overall I have only had one negative experience. Other than that one experience I have had nothing but positive experiences and I frequently suggest my friends, coworkers etc. sign their pets up for pets' best insurance. I have heard horror stories of other insurance companies not reimbursing the client, denying claims etc. but I have never personally dealt with that myself and everyone has been more than helpful. The only thing I would like to see is the company covering more rehab treatment. They already do great in terms of acupuncture, laser therapy, chiropractic etc. However, my dog needed shock wave therapy, which is common in rehab medicine and even has science and research backing it up and they would not cover it. My friend who has a different insurance, who also had to get shockwave on her dog twice, had it covered. I have looked into several places that also have shockwave covered. But all of my dogs, and my cat have been insured through them for years and I am very happy with my overall experience. Especially since I seem to have accident-prone animals.