I have been a customer with multiple dogs for years and have been very happy with Pet's Best. Within the last year or so, I have definitely noticed a change for the worse in their service. They have been very inconsistent with how they process claims and the time it takes to do so. I have two dogs going through rehab and both meet for coverage, but their claims are being processed very differently. Twice recently, I have submitted illness claims and the person processing incorrectly changed them to wellness claims which are not covered under my policy. Also, when I have a question or am trying to notify them of something regarding a claim, the person you speak doesn't actually do reviews and can only offer their interpretation of what the person reviewing was thinking. In my experience, there are no notes on their end to clarify what the issue actually is from the person processing the claim, so the times I've called it was a complete waste of time and very frustrating since they offer theories instead of actual answers. Ex: one dogs rehab was denied saying the receipt provided didn't meet their requirements (even though it had been fine for 2 months) with a note saying it could be resubmitted with an itemized receipt (the vet's office luckily cooperated and sent me an itemized receipt which was approved) and my other dog that received the same treatment with the same receipt I am still waiting for a decision because when they sent me an email asking for additional information and I sent the itemized receipt, they called it a duplicate claim and the person on the phone kept telling me they don't require itemized receipts. A lot to say, that they used to be very ready to work with and now they are getting very difficult, but worse they are inconsistent.