We have had all our pets insured with Pets Best for over 20 years. Initially the cost was reasonable. However, since our cat has turned 10 years it seems the cost increases each year by quiet a bit. In the beginning the claim process was smooth and quick also. This has changed in the last 2 years. Most times we are told the normal 5-10 day processing time is extended due to high volume of claims and not enough staff. This isn't a new thing or due to COVID-19, it is the norm for Pets Best. If you need more staff to handle the amount of claims then hire people. Since our cat is almost 15 years old and has pre existing conditions it is not feasible for us to change insurance companies but we will never add another pet to Pets Best insurance.