I am very disappointed from Pets Best insurance. I submitted my 3rd claim more than a month ago during that period I received numerous emails that there is a health information and records needed from my vet. After I faced the same problem with my previous 2 claims, I got both - the insurance company representative and my vet's office rep on a 3 way call to discuss what's missing and needed, so all of the info and records have been sent to you guys long ago. But for some reason I kept receiving the same emails over and over again, even after I sent all the info again myself, via email. Finally after a month and a half I received my reimbursement which was only $25 out of my total claim for almost $600. What was wrong with my dog wasn't a pre-existing condition, but I did not get reimbursed for it. I have to say that the costumer service is very poor and there is no way to talk to anyone unless you have the time to stay on hold for an hour.