I've had a mostly positive experience with Pets Best since purchasing insurance for my 2-year old puppy shortly after I adopted her at age 5 months. I have been reimbursed for her medical expenses in accord with the terms of the plan I purchased, although there has been an extended waiting period each time. My one criticism concerns my experience of contacting Pets Best by telephone. After spending time searching the website for an answer to my question, I called the contact number and sat on hold for 41 minutes. Although waiting on hold is hardly enjoyable, I understand that it's sometimes unavoidable. What I do not understand is why I was forced to listen to an extended recording urging me to visit the company's website for answers to my questions EVERY 30 SECONDS throughout the hold time. Why??! The message itself lasts about 30 seconds, so I spent 20 minutes that morning listening to a recording of a message I understood very clearly the first time. The recording is obviously intended to force callers to abandon their place line in order to preserve their sanity. To make matters worse, no information is every provided about how long the wait will be. As my wait time stretched on, I began wondering whether anyone would ever pick up my call. Eventually, an affable and efficient young woman did mercifully end my torture and answered my questions. While I did my best to be pleasant, I can only imagine how she feels after an 8-hour day of speaking to customers subjected to the hold experience.