So I just got part of my reimbursement today. It took almost a month whereas it used to take 5-7 days in the past. This isn’t ideal if you need to pay a credit card back, or just to use the money for future appointments as I had planned on doing. While they say it’s because of unusual high claims volumes, it’s been that way for the past 3 years. If there is more volume, hire more people so the customers don’t have to suffer! Also trying to get a hold of somebody is next to impossible. It used to be someone would pick up almost on the first ring, now I wait usually 45 minutes to an hour to talk to someone. A rival company I called to get a quote picked up within 5 minutes. Much better! Also I’m finding the coverage is spotty for my needs, especially since I like to utilize alternative and holistic methods when possible. I’ve been with PetsBest since 2010 and I’ve seen customer service and claim reimbursements steadily decline. While I’ll keep my current pets with this company, I may shop around a bit to see if I can get them decent coverage elsewhere. As for any new pets I get, I will definitely be going with a different company for my insurance needs.