I am truly amazed! I submitted my latest claim on-line late one afternoon and it was already processed by the next morning. That's less than 24 hours!!! I signed up for direct deposit and my reimbursement was in my account within 72 hours. Not only did Pets Best reimburse as they said they would, they were extremely efficient in doing so. Previously, I had VPI (for 23 years) and while it started out as a good company, I watched the customer service steadily go downhill. Not only did they take "months" to reimburse claims, but they had many differnet loop holes that they jumped through to avoid paying out on claims (things that were not disclosed clearly to customers). I am thrilled with Pets Best and have recommended it to many many friends over the last few years and they are just as happy with them. I HIGHLY recommend Pets Best!!!!