DO NOT BUY THIS INSURANCE! Given my experience, I have to say this is probably the worst insurance agency I've ever dealt with in my life. I have open complains with the BBB and CA Department of Insurance against them, and I'm contemplating litigation at this point since they seem to not give a flying rip about me. My decent into pet insurance hell began on Christmas Eve of 2019, when my dog began vomiting uncontrollably. The vet diagnosed my dog with a possible bowel obstruction and he also noticed a suspicious mass, so my dog underwent bowel obstruction surgery and had the mass removed and biopsied. What a Christmas! I don't have a wife or kids, so this dog is like a child to me. My dog's bowels were cleared, but the mass turned out to be an aggressive mast cell cancer. This led to many follow up visits and medications that cost several thousands of dollars. To start off with, Pets Best said it would take them a MONTH before they even bothered to look at my claim. So I had to eat thousands of dollars in medical bills with the expectation that I would possibly get reimbursed over a month from the time they were filed. Well, a month goes by and they finally get around to looking at my claim. I get a nice little rejection letter by email in the middle of the night on a Friday (so I have to wait the entire weekend before I can talk to anyone) telling me that my claim was rejected because my vet wasn't giving them the required medical records. So of course I call my vet and make sure all the appropriate records were sent, then call Pets Best to confirm they got the records - and Pets Best said they did! Yet they continued to reject my claims saying they never got my records! I've called repeatedly both my vet and Pets Best trying to clear this up, same response every time. This nonsense is still going on today! I just got another rejection record for my last claim on 3/2/2020 for the same reason. I still haven't been paid for the initial claim on 12/24/2019! This business is a scam! I've filed complaints with the California Department of Insurance and the Better Business Bureau against them. I'm giving them time to respond to those complaints before I open litigation against them. These people need to be shut down. My claim aside, the way I was treated by them was also outrageous. When they reject your claim, they do so by issuing an automated email, typically in the middle of the night when they know you can't reach anyone, instead of notifying you by phone, so you can't dispute it with them directly. I tried getting the contact information for their VP of claims or the GM and they refused to let me talk to them. When I tried to escalate my issue up the chain of command over the phone, they transferred me to a supervisors voice mail who never bothered to call me back! This place is a joke! ----- Update: So Ali here gets back to me and says they are missing some specific records from a vet I visited back in 2018. None of the other customer service agents I talked to ever mentioned this to me. This is the first I've heard of it! I asked SEVERAL customer service agents REPEATEDLY if there was anything missing and I was told NO! I had to post a public Yelp review before they bothered to tell me what they were even looking for! So here we go again! I called my old vet and they said they don't have the records that Pets Best is looking for. My old vet said they faxed over all the records they have on file, so now my old vet has to try and figure out a way to amend finalized notes from years ago to satisfy Pets Best. This is crazy. ----- Update: Their Assistant VP of sales just got back to me after I filed all of these complaints and went public with my problems. She has assured me that she is personally looking into the case and will work with my vets to get the information they need. Hallelujah! The question you have to ask yourself is, why didn't they work with my vets to get this resolved in the first place?! Why didn't they tell me specifically what records they were looking for when I called the last several times? Why do they send automated rejection letters instead of hold notices that explain exactly what information they feel is missing? While I'm supremely grateful that I finally have senior management looking into my case, I have to question what kind of operation they are running over there. ----- Update: You're not going to believe this one! They finally finished reviewing my case. They claimed the exploratory abdominal for the suspected bowel obstruction... was wait for it... DENIED - BECAUSE THE SAID IT WAS ACTUALLY A SURGERY FOR A PRE-EXISTING LIVER CONDITION!!!!!! - No, I'm not joking. I swear, check out the photo! I really need to sue these people. These people are disgusting.