I’ve had Pets Best Pet Insurance for about three years now. If you understand how insurance works and take the time to read your policy, it works as expected. I haven't had an instance where I questioned the Explanation of Benefits. I love that I can customize plans for each of my four dogs, allowing me to build the right coverage based on their individual needs. I’ve never been more grateful for pet insurance, as I’ve had to use it multiple times for large, unexpected bills. However, I’m giving it 3 stars for two reasons. First, I find that it takes a couple of weeks for claims to be processed, which can be difficult if you’re facing a procedure that requires a significant upfront payment. Second, my reimbursement method wasn’t working correctly. I had CareCredit set as the default method and my bank account as the secondary option. A representative essentially gaslit me, insisting I was doing something wrong. I’ve worked in software technology for 30 years, and I can assure you the issue was on their website. I let it go during that call, but for the next claim I submitted, I took screenshots of every step. The initial Explanation of Benefits (EOB) showed CareCredit as the reimbursement method. However, when I went back to double-check, it had switched to my bank account. I later discovered that both of my reimbursement methods had somehow been marked as primary. I’m not sure how that scenario passed testing—one would assume the system should prevent more than one method from being set as primary. To resolve the issue, the next rep had to remove my bank account entirely. I was also told over the phone that they have no way of reporting website issues to the IT department, which is frustrating and concerning.