I've used Pets Best for the last 3 years for my two dogs. I have the 80/20 with wellness coverage on both dogs. Buster has gone to to ER and follow up care for an accident and just recently Bailey was diagnosed with gastroentiritis. It's such a relief to know that with out hesistation you can take your dog to any hospital or vet for treatment. Both dogs have gotten sick over holiday weekends when the normal vet is closed. The claim process has always been easy but just recently they have made it easier with improvements to their website. You can upload the scanned forms and receipts directly to their website. My last claim for Bailey's illness was processed within 4 days. They broke out all the emergency, follow up care and wellness costs. After spending roughly $1300 I received $934 back. Wonderful relief but the only minor suggestion I would have is that they consolidate all the reimbursent checks to save paper and postage. I received 5 different checks. Also if you have the opportunity lock into the same rate for a minor fee. I wish I would have done that 3 years ago however the increase has not been bad ($4 in years). The customer service is wonderful. If you ever have questions or concerns they are always happy to help. With Bailey's recent illness during the holiday weekend, he had to see different vets that were open. I called PetsBest to make sure it was ok and they expressed their concern and well wishes for Bailey. Makes you feel like you're not just another number.