I had two dogs on with them. They were both on the same receipt so I sent the same four pages for each dog's claim. I sent one and then submitted the other right after. They must have been handled by different reps as I got notified one dog needed to submit more information while the other was being processed. Once before I had to call Pets Best and the process of speaking to them was painful so I hesitated in calling but I called as soon as I read they wanted more information. With the way they handle phone calls I was on for half an hour and the female rep said she was going to place me on hold. Well nothing was reresolved and she hung up on me so thirty minutes wasted. I was at no time rude, raising my voice or swearing, I was just asking questions. I called back and at about the five minute mark they hung up again. I then had to call and reached a male customer service rep. At this point I was so frustrated. My female dog has been on the policy since she was born so four years and my male dog all of his one year of life. At this point I was so upset. We were at the one hour mark. I told the agent that I wanted my claims paid out, and I was going to be cancelling my policy. He said he was going to put me on hold. I was not happy with that as they put you on hold and then dont return to the call. He said he would pay out a prorated premium for my pets and I said fine and he finished the call. I then received an email that said they were going to credit it to a credit card I just had to cancel as a hacker had accessed it. So one more phone call to ask them not to do that. 90 minutes over two very simple claims and they lost our business and future business. If you accidentally hang up on someone you are supposed to be helping, call them back....It is that simple. You had my number. Supposedly these calls are recorded for quality assurance. LOL. I am telling you now that Knox and Nova's mom is not amused. Worse customer service ever. The insurance may be good but i wish they would have gotten into 2024 and had an option to chat with a rep like most places you can message and they message right back. No one has ever accidentally disconnected on a customer that way. Please hire better reps and figure something else out. I would expect this kind of lengthy phone call if I was dealing with a major issue but for claims for a dog it is ridiculous. I should have gotten a job at Pets Best to handle my own claim.....