This is the first time that I have had a pet in 10 years and the first time that I have purchased pet insurance, but wanted to be covered as our puppy has already had a hospital stay. I was sceptical about the value of pet insurance after hearing others say their claims weren't paid and it was a hassle. I could not be more delighted with my experience with Pet's Best. The customer service is excellent - I even had the same person answer the phone 2 days in a row and she remembered me and my previous questions. I filed my first claim last week, received helpful updates via email, and had the full 90% paid and direct deposited into my account within a week. I would highly recommend.