Customer service is friendly and efficient but other than that I would no longer recommend Pets Best to anyone who asks my opinion on pet insurance. The premiums go up exponentially every year. It is not just modest increases with age as one would expect. They tell me it's because my pets are older... they are not puppies anymore but at 5 years old I would not call that elderly. It's almost not affordable anymore even with modifying my policy every year to cover less and less.Claims used to be fairly quick and easy (submit online, hear back within 2-3 weeks). However, now it is taking months to get a claim processed. I am not sure what happened with this company but I wish I had researched more before signing on with them. Now I'm "stuck" with them because anywhere else I go will have pre-existing condition clauses for my pets.