This is my first experience using pet insurance. I have 4 dogs and purchased Best Wellness as well as Accident and Illness insurance given that I have older dogs and adult dogs - 3 of which I recently rescued. The rescue dogs needed standard healthcare and neutering or spaying. After my dogs received needed "wellness" care, I filed about 15 claims based on multiple vet visits and issues because I wasn't quite sure how to file claims that included wellness and illness as defined by policy language thus I filed multiple claims based on one vet visit invoice. I did call Pets Best and received excellent customer support during the process. I learned I didn't understand some of the language or how the policy would be applied to various wellness care like neutering. So I am saying that the policy language can be confusing and advise don't count on what reimbursement you will receive until you see the $ amount and speak with a representative. I suggested to the representative some disclosure language that should be added to the Wellness policy to avoid confusion for others in the future. Reimbursement was a bit slow to receive using the direct deposit option, but payments were accurate and easy to track once received. Communication via email during the claims process was timely and comprehensive. I would like to see the $ amount appear in the accepted claim email as well as within the actual document enclosure - would make it easier to revisit without having to reopen the enclosed document particularly in my case with many open claims at one time. Overall I appreciate the service, but as is always the case with insurance - you don't know what you don't know until you file a claim. I found it cumbersome to have to upload duplicate vet history records for pets that had visited multiple vet practices when the records were included for both practices in one document. I also didn't like to find out after the fact that Pets Best would have contacted the practices directly for records; I could have avoided making the effort myself despite the disclaimer that if I made the effort, the claims may be settled more quickly.