Our pet has been covered through Pets Best for a few months now. We just submitted our first claim at the beginning of the month. It took about 3 weeks for those claims to process and we are still waiting for the payouts to hit. My biggest complaint with our coverage is that there is not an easy way to get in touch with customer service for questions. I’ve had to call multiple times and each time I am forced to sit on hold for 30 mins before I’m connected to a person. Once I am able to be connected, the service has been good and the reps have been competent and nice to deal with, but waiting 30+ mins on hold each time is not a positive experience for the customer. I also had an instance where additional information was needed for my claim. I received an email about this, but was not told explicitly what the additional information needed was. Because of this, I had to again call customer service and wait on hold for 30 mins before being connected to a representative to help me. They were able to tell me what additional information was needed, but I was not able to upload the new information in the portal online or in app. There was a technical bug that would not let me submit so I had to ask for an email address to send the information to. Overall, I’ve had an OK experience with Pets Best. Reducing the customer service call wait time would greatly improve the customer experience.