I have had Pet's Best for 2 two dogs for about six years. One sadly passed about a year ago. But because of Pet's Best, I was able to do the MRI to find out she had a brain tumor. Without insurance, I'm not sure I would've paid the $5 grand. When she declined, I knew it was time and knew I was making the right decision. Otherwise, I would've always questioned that maybe it was just an infection or something more "curable." My current dog is lots of little lumps and digestive issues, so it's been great to see a specialist to make sure I'm doing all the right things to make his belly comfy. With these claims, Pet's Best has always been amazing. I've never questioned anything they didn't cover. It's easy to just take a photo of the vet invoice, upload it. They usually send an update email. I typically receive any payment within 30 days. They have been amazing! When my dog passed, they were very kind and processed the refund quickly for the amount I was owed, since I pay for the quarter. That was the only time I've had to reach out to someone and they were amazing. Other than that, I can't speak to the customer service, because everything runs so smooth, I don't need to contact them! Of course, the one complaint is the cost. It almost doubled last year for my one dog, but I just put the deductable up a little bit and the coverage down a little bit and got it to less than it was the previous year. And I still feel like I can make decisions that are best for the dog and not based on finances. Vetinary care, just like everything else has got so expensive, so I understand why their prices have gone up, which is why I still rate them 5 stars!