This is my first experience with pet insurance, and so far I've only had one claim. That claim has been a rocky experience but was resolved in about 5 weeks. Before I begin, a disappointing thing to me is that Pets Best will not perform a review of medical records to determine pre-existing conditions (or to confirm you've sufficiently provided medical records) before your first claim. First off, I was not notified of missing documentation or that the medical records I submitted were missing anything. I was under the impression that things just took a while to process, but when I contacted support I was told what items were missing. So my claim was likely prolonged because there was not notice sent to me or status information to reflect the medical records being needed. I believe that after this first claim, things should go smoother because all of the medical records are on file now. My largest concern is that Pets Best denied my claim twice because they were overriding the veterinarian diagnosis to call the illness a different , unrelated pre-existing condition. I appealed twice and had my vet in contact with them on the last appeal. I don't think the claim would have gone through without the backing of my vet. Tldr: My claim took two appeals and vet backing to be approved. I predict future fights against denials based on unrelated pre-existing conditions to get claims covered.