I had to re-file a claim due to the documentation being misread and questions not being asked. My original claim stated my other dog, not the one being having a claim filed for, had parasites. On this dogs documentation it stated that the other dog had parasites and that could be the cause of diarrhea and vomiting, but that was not the diagnosis. The diagnosis was unknown until further test results came back. Instead of PetsBest contacting me about this, they just denied the claim. The documentation clearly stated my other dog had parasite and this one did not. Regardless, I filed another claim explaining no diagnosis was found, and the claim was approved. It would have been quicker and more efficient to either call or email me with questions. Or even contacting my vet. Long story short, ask before denying if it is unclear.