I really should have performed a more thorough search for pet insurance. Pets Best has really not performed as one would expect a genuine customer oriented insurance company to perform. Having to pay and wait for reimbursement is a nightmare. It has taken more than 40 days to receive reimbursement. When I asked a representative why such a long wait I was given a response of being short staffed. This in itself lasted more than a year. When it became chronic, it was clear to me that Pets Best does not care about customer service or else they would have hired additonal staff. My premiums are always paid on time and usually every 30 days or less. When reimbursement takes longer than a billing cycle for simple invoice (without additonal documentation required) it it unexceptable. If I told Pets Best I couldn't pay my premium for 40-50 days they would cancel my policy. Unfortunately, I can not get another insurance carrier because all conditions for my pet would be considered as "pre-existing" and therefore the rates would be astronomical and not covered. Everyone who has asked me about pet insurance I have warned them not to get Pets Best. They have all agreed that the reimbursement process is unexceptable and concerning. I regret going with Pets Best.