Pets best is very frustrating. The claim times never are consistent and always being delayed. The They could be so much better all around. Their claims processing times always are increasing and it seems like if you submit more then 1 claim after the first one each one after takes longer and longer to process. My last claim I had to reach out to customer service 4 times because it went so long without being processed. I got the same generic answers everytime, that there's nothing they can do. I got conflicting answers also stating it takes 30 days, now it's 42 days, and then saying they can expedite the claim after 30 days but some say the policy is that you have to wait 42 days for and escalation. The escalation takes 24-48 hours to process. So you make me wait 30-42 days and then all of a sudden can process my claim in 24-48 hours? Why can't you do this to begin with? My claim timeframe when submitted said 30 days maximum. Each customer service rep I talked to was cold, rude, annoyed attitude, and lazy. It seemed no one had any empathy, compassion or care to help. Every rep I talked to belongs in a different field. This involves pets and their health /wellbeing I never got such cold customer service from a company for animals. Every service with my dog goes above and beyond beside pets best. They treat it as your just a liability and number. You don't matter to them. They will raise your rates every year for no reason. My dog had no claims for over a year and a half and the rates still went up. I'm afraid of what my dogs renewal will be this year as it's kept going up. They have good coverage but the customer service, and claims processing times are horrible. It's always going up and every claim submitted I get delay emails. Their not complicated claims and all except 1 was low dollar amounts. I confirmed each time I contacted them that they had everything needed to process the claim and kept saying it's just waiting for someone to complete. I make sure when I submit my claims its as detailed as possible. I asked to escalate it and the reps kept telling me conflicting answers and never did. I waited 30 days for my EOB for a claim that was under $110. The way they make you wait on claims is terrible. Then the reps treat you badly and offer no help at all. Each rep gave wrong information and didn't help. Pets best will make you wait way past your expected claim processing deadline and offer absolutely no help except tell you to wait until it's processed with literally no time frame. It stressful, aggravating, frustrating, and incures more costs from expenses of having to pay out of pocket and waiting for the money back which is much longer then one credit card billing cycle causing interest to build. Pets Best really needs to work on claim processing or hire more competent people who can actually help or speed up the processes. I used telephone and live chat to contact.