Customer Service staff is always helpful, kind and courteous. The monthly charges for pet insurance are reasonable and due to this I had switched a year ago from Healthy Paws (I have 6 dogs insured). I just had an emergency with one of my dogs that resulted in approximately $2,500 in vet charges. I received my reimbursement as expected, with my deductible counted in with this claim. I did not have the hassle of having to provide additional medical records and information, so if that was needed after having submitted my invoices then PetsBest took care of all the communication with the ER care center and my regular vet which I greatly appreciated. Other companies ask the pet's owner to go back and get additional documentation which I found to be very cumbersome and annoying. My ONLY complaint is that the reimbursement took longer than expected although I did receive an email stating that their claims processes were running behind. Still, having to fork out $2,500 upfront, especially in this COVID crisis with the environment, was very difficult for me and I desperately needed the reimbursement as quickly as possible. Claim was started with my dog's first vet appointment on 7/18 and I finally got reimbursement for the large chunk of it today - so almost a month later. Worth the price for my pets, and I think once their claims volume goes down the wait time may decrease. So far I would recommend this company and have been happy with them all the way around. You never know until you have to file a claim!