My interaction with all of the customer service representatives has been awesome! The issue I had was with claims, as I had to call a couple of times to explain that Pets Best already had all records, and that the claim I submitted was for a one time visit, and so Pets Best had that, along with her previous records from her regular vet already. And then, in an email, it made it seem like since my initial claim was closed that I could make a new one, and attach the records, and it would be expedited. However, that did not seem to be, as the customer service representative said I should have just emailed and explained the records belonged to the closed claim. Either way, it did not go faster, as it was stuck on waiting for medical records for quite awhile. I am appreciative that it was eventually processed and approved, and I will be receiving a refund. However my claim was initially submitted July 31st, and then again mid August, and then processed and approved September 10th. While overall the turn around time was not too bad, I think it was just concerning that I had to keep calling to explain that no other records would be collected/sent, that Pets Best already has all records possible. Oh, another thing... It would be nice to be able to use the Chat feature. Every time I try, it tells me to call in, that no representatives are available to chat. I have had Pets Best since April, and this is the message I receive every time. Thank you everyone for your kindness though!