Had submitted a claim last Nov. claim was denied due to lack of response from Vet. Part of claim should not have been questioned. I called and spoke to cust. rep. I think it was Laura. after explaining situation to her. I told her I was re submitting pats that I knew were acceptable along with 2 new claims. New claim went thru without issue. Mack is 9yrs old now & has been with Pets Best since he was 16wks old. We love your company!